Summary
Overview
Work History
Education
Skills
Accomplishments
My Qualifications and Skills
Timeline
Generic

Joash Arumligam

Johannesburg

Summary

Successful and well-versed in products and services. Accomplished in serving customers' needs and meeting performance objectives. Offers quality-driven and service-oriented approach combined with tenacious determination in face of objections. High-energy with skills in building customer relationships and target driven. Drives continuous growth in customer acquisition and sales with persuasive style. Responsive to changing trends and adaptable to incorporating new sales strategies.

Professional with focus on call center operations, bringing valuable experience in team leadership and operational efficiency. Known for driving impactful results and improving customer service standards. Reliable and adaptable, excelling in collaborative environments and committed to delivering excellence.

Overview

18
18
years of professional experience
2007
2007
years of post-secondary education

Work History

Call Centre Director

Consumer Connect
01.2017 - Current
  • Products offered: All UK Life insurance, Energy; Ppi; Wills ;Broadband ;Eco
  • Duties: Longest running life insurance in SA, 1st end to end life insurance in SA also
  • -I am responsible for the recruitment, training, management, and supervision of call center agents to ensure that they possess the necessary skills that are required to satisfy the needs of customers and out-perform sales benchmarks set by myself
  • I promote a company culture that encourages top performance and high morale
  • I am very involved in the training process I ensure that all call center agents have deep knowledge and understanding of the company's products as well as the ability to handle customers
  • I analyse and continuously look to improve organizational processes, and work to improve quality, productivity, and efficiency
  • I maintain and enhance call center operations by supervising system performance, identifying and providing solution to problems
  • Support worker communication with the management team
  • Prepare call center performance reports
  • Manage call center equipment by ensuring repairs and replacements as and when due
  • Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment
  • Creating scripts and starting campaigns from scratch which are now successful in the existing company
  • Leveraged advanced analytics tools to optimize staffing levels during peak hours, reducing wait times without sacrificing quality service delivery.
  • Managed vendor relationships, negotiating contracts with telecommunication providers for optimal service at competitive prices.
  • Drove cost savings through the implementation of efficient call center technologies and software solutions.
  • Optimized workforce management for improved efficiency, scheduling staff according to call volume trends.
  • Achieved higher levels of customer satisfaction through the development of personalized service solutions tailored to individual needs.
  • Fostered strong collaborative relationships with other departments, working closely together to address shared challenges in delivering exceptional customer experiences.
  • Collaborated with cross-functional teams to resolve escalated customer issues quickly and effectively.
  • Established performance metrics and monitored agent progress, providing timely feedback to drive continuous improvement.
  • Played an active role in the development of departmental budgets, aligning financial resources with strategic priorities for maximum impact on customer satisfaction and business growth.
  • Enhanced customer satisfaction by implementing effective call center strategies and streamlining processes.
  • Conducted regular performance reviews with agents, identifying areas for growth and providing resources for professional development.
  • Increased first-call resolution rates by developing targeted training materials and coaching agents on best practices.
  • Founded performance- and merit-based evaluation system to assess staff performance.
  • Developed a streamlined escalation process, ensuring swift resolution of complex or high-priority issues.
  • Played an integral role in recruitment efforts, attracting top talent through compelling job descriptions and targeted outreach initiatives.
  • Boosted morale among staff members through consistent recognition of outstanding performance and commitment to ongoing professional development opportunities.
  • Implemented a regular feedback loop with agents, incorporating their insights and suggestions to improve call center operations continuously.
  • Implemented quality assurance measures, monitoring calls for adherence to company policies and procedures.
  • Reduced employee turnover rates by offering comprehensive training programs and fostering a positive work environment.
  • Built a culture of excellence within the team by setting high expectations and modeling exceptional customer service skills.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Operation manager for a maize chip production line

Avanda enterprises
01.2014 - 01.2017
  • Managed 250 staff
  • Complete management from production to loading of made stock
  • - Accomplishes warehouse human resource objectives by selecting, orienting, training, assigning, scheduling and disciplining employees; communicating job expectations; planning, monitoring, appraising job contributions; adhering to policies and procedures.(250 staff)
  • - Ensured that I met warehouse operational standards, strategic plans and reviews; productivity, quality, and customer-service standards; resolving problems; identifying warehouse system improvements.
  • - Moves inventory(all ingredients) by scheduling materials to be moved to and from warehouse; coordinating inventory transfers.
  • - Maintains storage area by organizing floor space; adhering to storage design principles; recommending improvements.
  • - Maintains inventory by conducting weekly and monthly physical counts
  • - Secures warehouse by turning alarms on; testing systems.
  • - Kept equipment operating by enforcing operating instructions, requiring preventive maintenance and repairs.
  • - Quality control of oil, spice, taste and packaging, ensuring sufficient air in the packet when prepacked to the very last detail.
  • - Production line step 1 raw maize step 2 maize to extruder line to make the naks step 3 naks is fried step 4 naks is flavoured step 5 placed into bails step 6 placed in prepack machine to be foiled - (I handled the prepack) step 7 into 50 packets bails and checked for air step 8 counted and placed in 10 trucks daily

Operations Manager

Evolution Marketing
01.2010 - 01.2014
  • Recruitment, Selection and hiring process
  • New business and marketing of all inhouse products
  • Training and development of new call center personnel
  • Customer questions and complaints.
  • Call center performance reports
  • Collecting and analysing call agent’s data
  • Evaluate individual performance reviews and overall team effectiveness with upper management.
  • Contact: Niresh Magraj( Human resource) 010 591 4350

Agent/Team Leader

CCI
01.2008 - 01.2008
  • 834 2569 47Provided leadership, coaching and support to my team, and develop plans to achieve the call centre targets. Responsible for managing rosters, training staff, allocating duties, and handling problems or queries.Selling Value added services vas, pipex broadband, new acquisitions to UK clients
  • Contact: Anneline Mariah( Human resource) 031 538 400 / 074 834 2569

Education

Senior Pass - English, Zulu, Biology, Geography, Mathematics, Art

Skills

  • Sales strategy formulation

  • Product sales

  • Cold calling

  • Service support

  • Sales closing

  • Performance optimization

  • Technical support

Operations management

Staff training and development

Multichannel support

Call center technology

Reporting skills

Accomplishments

  • Developed and instituted employee training and retention initiative that reduced employee turnover.
  • Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion.
  • Reduced employee turnover by creating and implementing no-cost incentive program.

My Qualifications and Skills

  • Excellent understanding of technology, software applications, and phone and computer systems
  • Advanced customer focus and customer service skills
  • Exceptional training and coaching skills to motivate employees
  • Great verbal and written communication skills
  • Ability to remain calm and in control of a situation
  • Develop objectives for the call center's day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management

Timeline

Call Centre Director

Consumer Connect
01.2017 - Current

Operation manager for a maize chip production line

Avanda enterprises
01.2014 - 01.2017

Operations Manager

Evolution Marketing
01.2010 - 01.2014

Agent/Team Leader

CCI
01.2008 - 01.2008

Senior Pass - English, Zulu, Biology, Geography, Mathematics, Art

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Joash Arumligam