Karabo Matshediso Monyane
Mogale City
Summary
A dedicated and results-driven leader with a highly successful background in the customer service industry. I have 16 years' experience in the customer orientated industry, with the primary focus on exceeding expectations for customer service delivery while ensuring optimum brand impact. Possesses excellent interpersonal, communication and negotiation skills and the ability to develop and maintain mutually beneficial internal and external relationships. Enjoys being part of, as well as managing, motivating and training, a successful and productive team, and thrives in highly pressurised and challenging working environments.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work History
Client Services Manager
3Sixty Client Solutions
11.2020 - Current
- Responsible for projects and campaigns in the division as well as assisting in conversions of client policies
- Provide strategic leadership to ensure the smooth running of operations and providing of recommendations
- Finding ways to measure customer satisfaction and improve services
- Managing a team of customer service staff
- Handling calls and face-to-face enquiries from customers
- Improve customer service experience, create engaged customers & facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Retail Support Manager
MTN
11.2016 - 05.2019
- To ensure effective management of staff servicing Retail Stores, MTN owned and non-owned stores, wholesalers, SP's, customers and to ensure optimal implementation and delivery of customer service to MTN business segment customers and operational support in line with the Customer Operations Unit Strategy
- In charge of switchboard and reception, collections and repair centre call centre
- Align call centre initiatives to segmented business and appropriate customer value propositions
- Conduct ongoing operational analysis on the systems and structures in the call centre
- Consider the long term (1-2 years) implications of actions from a broad perspective
- Consider the impact of solutions on other areas of the business, as well as the interdependency of units
- Drive best practice, continuous improvement and innovation at process and procedure level
- Consider local conditions, as well as competitor activity in the management of contact centres
- Maintain industry benchmarks within the telecommunications and Contact Centre industries
- Align the processes and systems to enhance effectiveness and meet organisational goals
- Identify and Develop areas of improvement within service delivery and customer care
- Fine tune systems in line with changing work practices, providing the context for those providing service
- Proactively identify potential areas of risk and put contingency plans in place
- Plan and manage resources (people, finances and products), taking local conditions into consideration
- Manage and monitor core operating systems
- Communicate, implement and monitor quality targets
- Manage and improve service levels and answer rates as per targets
- Investigate customer needs and agent capability and needs and analyse and interpret all data that impacts on call centre workforce management
- Align forecasted call volumes with shift rosters and communicate duty roster for call centre teams
- Manage escalated calls and queries
- Investigate trends and ways of improving operations
- Review quality management
- Re-engineer process for customer value segmentation service delivery
- Manage telephony systems and ensure stability thereof
- Manage day to day call centre performance including administrative turnaround times
Sales Channel Contact Centre Supervisor
MTN
01.2011 - 01.2016
- To ensure effective specialised service delivery and resource utilisation in the Sales Channels Contact Centre and to maintain, support and coordinate the quality of service rendered to MTN owned and non-owned stores, staff, management and clients while providing sustainable, reliable and affordable telecommunications
- Input into the long-term plan (1-2 years) for the Sales Channels Contact Centre
- Research and consider best practice, local conditions, trends, as well as competitor activity
- Contribute towards continuous improvement and innovation at process and procedure level
- Input into identifying ways to optimise systems in line with changing work practices
- Recommend ways to exploit new opportunities to grow the business further
- Assist in identifying innovative ways to use minimum resources to achieve maximum outputs
- Plan for resources against shrinkage
- Plan for staff training and development
- Planning of contact centre activities
- Ensure that Sales Channels Contact Centre benchmarks are attained as defined by the Manager
- Supervise Contact Centre Agents to effectively and promptly react to all queries from dealers, staff, management and customers
- Ensure that the correct actions and escalation procedures are properly adhered to and followed closely
- Handle escalated calls from the Contact Centre Agents and from clients wanting to speak to management
- Provide on-the-job training and guidance to Contact Centre Agents
- Assist staff in the diagnosis of difficult problems
- Provide ideas and feedback on software tools, procedures and improvements Contact Centre functionality
- Develop technically and personally through attendance of technical and managerial courses
- Promote a service oriented work environment
- Perform quality checks and monitor calls on A regular basis
- Provide second tier support and third party support
- Directly supervise and co-ordinate day to day contact centre activities
- Implement administrative policies and procedures & Processes
- Ensure that all SLA's with internal and external suppliers are adhered to
- Ensure that standard letters and scripts are in place and are used effectively
- Monitor telephonic service levels, answer rates, etc
- And take action as required
- Evaluate situations and determine the best methods to reach defined outcomes
- Coordinate teamwork and gather people around understanding of and achievement of objectives
- Share experiences, knowledge and understanding of purpose
- Determine who needs to do what, when, where, how and why
- Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc
- Establish the most efficient use of resources, i.e
- Cost, people, time, etc
- Put effective methods and standards in place
- Gather information and research to ensure delivery of results
- Identify trends and implement corrective measures
- Perform daily controls related to performance, productivity, risk, etc
- Ensure that equipment and infrastructure is in working order and maintained
Indirect Channels: Activations Contact Centre
MTN
01.2009 - 01.2011
- Courteously and timeously answer and deal with all inbound telephone calls from customers
- Handle e-mails, faxes and all other correspondence from internal and external customers and dealers
- Ensure that all requests, queries and complaints are accurately analysed, recorded on the system, followed up, dealt with and completed with the appropriate feedback given to the end user
- Ensure that queries and needs of internal and external customers are attended to as required within procedures
- Escalate queries and anomalies to Sales Channels Contact Centre Supervisor when required
- Ensure that the customer is contacted with feedback on time
- Ensure accurate and timeous logging of all queries relating to Sales Channels
- Differentiate between different types of customers and apply appropriate policies and procedures
- Maintain and validate sensitive customer information in line with security protocols and confidentiality
- Maintain good customer relationships
- Use customer service and sales skills to optimise the opportunities presented by each customer contact to up sell or cross sell products and services
- Educate customers about products and services and direct them to the correct resources for self-help where possible
- Ensure that customer data is accurately recorded on the system
- Improve methods of carrying out work through on-the-job concrete experience
- Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
- Support the work performed by others
- Perform ad hoc projects on an occasional basis as required
- Continuously improve knowledge around new technology in cellular telecommunications & best practices
- Where possible resolve or escalate queries related to repairs, recharges, stock queries, payments, etc
- Or refer to the correct departments
- Perform any general office administration that may be required on a daily basis
- Address problems on a case by case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organisation
- Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
Inbound contact centre agent
Vodacom
01.2006 - 01.2008
- Accepting all telephone queries from client
- Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
- Escalate queries to right channels if necessary
- Maintain good customer relationships at all times
- Providing support and help on all cell phone problems
- Provide telephonic customer service
- Troubleshooting with clients if their handsets are not in operation
- Differentiate between different types of customers and apply appropriate policies and procedures
Education
Diploma - Local Government Finance
Tshwane University of Technology
01.2003 - 05.2003
Matric certificate - undefined
General Smuts High School
01.2002 - 05.2002
Physicaladdress
45 Watsonia View, Robert Broom Drive, Mogale City, Gauteng, 1739
Personal Information
- ID Number: 8508150934085
- Gender: Female
Timeline
Client Services Manager
3Sixty Client Solutions
11.2020 - Current
Retail Support Manager
MTN
11.2016 - 05.2019
Sales Channel Contact Centre Supervisor
MTN
01.2011 - 01.2016
Indirect Channels: Activations Contact Centre
MTN
01.2009 - 01.2011
Inbound contact centre agent
Vodacom
01.2006 - 01.2008
Diploma - Local Government Finance
Tshwane University of Technology
01.2003 - 05.2003
Matric certificate - undefined
General Smuts High School
01.2002 - 05.2002
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