Kulthoom Allie
Customer Service Team Manager
Cape Town
Summary
Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Collaborative multitasker with thoughtful leadership style and equitable task delegation. Organized facilitator of numerous competing variables to meet team goals of serving clientele. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Team Manager
Amazon Development Center
Virtual Customer Service
02.2017 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Prepared daily and weekly reports by collecting and analyzing customer information.
- Recommended new processes, resulting in 68%decrease in attrition in 2020.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Supervised and performed human resource management functions for 20 subordinates.
- Used adaptive coaching model strategies to promote exceptional customer service and create positive environment for employees and customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Instituted quality systems within organization encompassing training, corrective and preventive action.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Established team priorities, maintained schedules and monitored performance.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Identified and diminished performance gaps by coaching and supervising 20 subordinates.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
Senior Customer Service Associate
Capita
Cape Town
09.2015 - 01.2017
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Escalated issues to proper supervisors when standard processes were not effective.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Debt Collector
Nimble Collection Service
Cape Town
02.2016 - 05.2016
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Used skip tracing and other techniques to locate debtors.
- Maintained high volume of calls and met demands of busy and productive group.
Education
High School Diploma -
Spineroad Secondary School
Cape Town, South Africa 01.2009 - 12.2013
Skills
Service standard compliance
Complaint resolution
Staff Management
Microsoft Excel
Microsoft Word
Report preparation
Hobbies
- Reading
- Watching movies
- Baking
- Adventures with family
Timeline
Customer Service Team Manager
Amazon Development Center
02.2017 - Current
Debt Collector
Nimble Collection Service
02.2016 - 05.2016
Senior Customer Service Associate
Capita
09.2015 - 01.2017
High School Diploma -
Spineroad Secondary School
01.2009 - 12.2013