Summary
Overview
Work History
Education
Skills
Interests
Timeline
GeneralManager

Jody Alex Dennis

Assistant Manager (WNS)
Bellville - Cape Town

Summary

Focused Assistant Manager with over 2 years of experience in call center sales, service and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Self-motivated Assistant Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Assistant Manager position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Assistant Manager

Wns Global
06.2019 - Current
  • Developed and implemented customer service policies and procedures.
  • 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.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Managed scheduling for agents and product specialists to foster increased productivity.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.

Retail Sales Assistant

Mr Price Sport
07.2018 - 05.2019
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Opened and closed store independently and prepared nightly bank drop for manager.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Worked closely with shift manager to solve problems and handle customer concerns.

Operations Intern

Core Civils
02.2016 - 04.2017
  • Offered technical assistance to support front-line teams with daily operations and special projects.
  • Assisted with coordination of technical and business system process improvements.
  • Supported operations team with resource allocation and utilization for optimal expense control.
  • Gathered and documented information about group processes and procedures.
  • Completed reports and paperwork on critical information impacting operations.
  • Wrote and revised technical documentation for operational procedures.
  • Handled administrative and data entry work for staff.

Sports Coach

Valhalla Secondary School
01.2015 - 12.2015
  • Taught players how to run specific game plays in order to build cohesive, structured team.
  • Enforced discipline both on and off-field to lead team with highest personal standards.
  • Motivated athletes to become stronger, more agile, and more effective through training habits and proper nutrition.
  • Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
  • Provided feedback to coaches to improve teaching techniques and increase drive to succeed.
  • Scheduled and organized team events, dinners and field trips to cultivate relationships and build rapport.

Education

High School Diploma -

Goodwood College
Paul Kruger Ave, Ruyterwacht, Cape Town, 7460
04.2001 -

Skills

    Workforce Planning

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Interests

Sports

Microsoft

Reading

Timeline

Assistant Manager

Wns Global
06.2019 - Current

Retail Sales Assistant

Mr Price Sport
07.2018 - 05.2019

Operations Intern

Core Civils
02.2016 - 04.2017

Sports Coach

Valhalla Secondary School
01.2015 - 12.2015

High School Diploma -

Goodwood College
04.2001 -
Jody Alex DennisAssistant Manager (WNS)