Lester Smith

• Improving Corporative Governance in the Public Sector
• Connecting Knowledge to Performance Based KPI
• Human Resources Skills within the context of South Africa
• Social Cohesion
• Reviewing States Budget with strategic partners USA Embassy of the Chamber of Commerce
• Developing Program that drives entrepreneurship
• Effectiveness versus Efficiency in Contact Centre Management
• Civil Society Consultative Management
• Applying Behavioral Science Programs
• Restorative Justice and Transformation
• Advisory and consultant to local Municipalities Contact Centre, integrating best practices
• Facilitating and implementing Change Management processes and procedures

• Liaised daily with the Global Account Managers (GAMS) ensuring that all offshore work was complete end to end
• Managed our Platinum Team globally ensuring all service deliverables and targets we reached
• Managing our Commercial Fleet Europe customers
• Key Player in various Projects throughout the year
• Maintaining and nurturing our Sales Managers of each country ensuring their KPI were attained
• All back office activities SLA were reached
• Managing Front Office and Back Office Resource Planning
• Monitoring daily Dashboards, Optimizing of workforce
• Meeting with Sales Teams, Key Account Managers forecasting sales or sales adjustments and targets
• Managing error reports from our control department
• Controlled rebates to Key Account Managers
• Monitored our Sale Support and Credit offices in Rotterdam, Brussels, Paris and Krakow
• Monitoring Teams Daily Performance
• Incentive Management
• Quality Management Control
• Exceeded team goals by partnering with staff to share and implement customer service initiatives.
• Elevated customer satisfaction ratings by providing speedy resolutions.
• Developed and shared best practices across company to align with objectives and quality standards.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.
• Provided organisational leadership and established business vision to achieve sales, profit and revenue goals.
• Coached and trained 16 International Key Account Managers, and 90 Platinum/Diamond agents, subject matter experts ( higher niche clientele/market).
• Implemented operational strategies to build customer loyalty and retention.
• Provided leadership to develop business plans and promote organisational vision.
• Oversaw employee recognition programme to encourage professional development and high performance.
• Analysed strategic, core and support processes to recommend improvements.
• Conferred with board of directors to establish values and mission.
• Hired and evaluated associates and management staff to add to workforce and meet demands.
• Streamlined operations to consistently deliver on targets.
• Trained employees on optimal processes and use of equipment to boosting department productivity.
• Oversaw budget, accounting and payroll to meet deadlines.
• Fostered positive relationships with customers to maximise satisfaction, retention and experience.
• Analysed customer data to identify opportunities and improve relationships.
• Mitigated regulatory risks by complying with HMRC and legal requirements.

• Engaged with and fostering relationships within the BPO sector and strategic partners, Local Government, Department of Trade and Industry and the Business Trust
• Project Managed Teletech Communications T/Mobile USA Operations staff headcount 1500, including Campaign Mangers, Team Leaders and agents in Cape Town
• Project Managed Metropolitan Health Cape Town nd Gauteng, head count 180 agents
• New Business Development Strategies and lead management for the company
• SSETA administration Manager for training Manager and trainers
• Tracking new clients and prospects
• Managing Customers expectations and deliverables
• Creating new database of Sales and clients need analysis
• Budget Management and forecasting
• Adopts Customer first mindset and utilizes CVP behaviors to delivery and exceptional customer experience
• Identifies and agrees team lead on own individual development plans and take actions to close any performance gaps

BPO : Winner Training And Development Outsourcing Team

Reason for leaving : Headhunted for Shell Benefrux Europe Global International

• Improved contracts management through regular analysis of performance reporting, enhancing client satisfaction.
• Led and inspired high-performing operational teams to deliver outstanding results against KPIs.
• Regularly reviewed business performance against company goals, aiding delivery against key financial targets.
• Worked with innovation and determination to consistently exceed operational efficiency targets.
• Devised and implemented targeted change programmes, maximising operational opportunities.
• Ensured strict adherence to health and safety regulations, challenging and rectifying unsafe behaviour for optimal compliance.
• Used exceptional communication and relationship-building skills to manage productive, profitable stakeholder relations.
• Collaborated effectively with operational staff to enhance team drive and motivation, aiding regular achievement against sales targets.
• Delivered effective customer advocacy through informed, knowledgeable client and contracts management.
• Developed and implemented key operational targets, aiding profitable achievements in line with company strategy.
• Ensured contractual compliance, maximising commercial efficiency and minimising operational disruption.
• Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.
• Elevated customer satisfaction ratings by providing speedy resolutions.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Analysed company sales turnover, seeking opportunities for growth through business and partnership developments.

• Co-Managed the Cape Town Contact Centre due to new appointed external Contact Centre Manager
• Headcount 450 staff
• Managed service team customer services, debit order control, and internal and external brokers services
• Recruitment and interviewing new team leaders
• Coaching and development of agents
• Assistant Resource planner and workforce management ( recued and managed attrition positively) lowest in the industry
• Conducted regular performance reviews
• Motivated and provide ongoing support, guidance and leadership
• Increase in staff KPI and Incentive results
• Monthly 1:1 coaching and mentoring
• Ongoing upskilling of industry best practices
• Benchmarked best practices with Deloitte

Award: Service Ambassador for Discovery Health

Position Summary

Develop, implement and manage the strategic and operational objectives of the campaigns,, call center in line with the overall business strategy, through enabling efficient call responses times and effective trouble shooting reports. Increasing sales and market share. Return on investment and Return on Expectation. Staff Head count 250, including Team Leaders and agents

Key Accountabilities/Principal Responsibility/ Primary Duties

• Managing Call Centre Performance
• Managing Staff Performance
• Keeping up with new call center systems technology and FICA FISA, NCA legislations
• Financial Management
• Ensuring client satisfaction

Secondary Duties

Managing Call Centre Performance

• Determine call volumes, call center statistics, and ensure system audits and analysis. Manage the information to determine the level of sales, leads, prospects and, retention of customer service service
• Implement/control shift schedules and work force management requirements, and update deviations into systems.
• Set up back office helpdesk call centre targets that ensure response handling times and the fielding of client service tasks are dealt with and fielded within agreed upon time frames
• Determined staffing requirements forecasting and planning
• Benchmark the call centre workload/performance and identify trends in call centre issues
• Monitor escalated / customer complaints/disputes and ensuring flow up and closure
• Development and manage feedback or complaints procedures for clients to use in evaluating call centre services

Managing Staff Performance

• Determine KPI for staff, provide measuring systems for continuous monitoring of results, and conduct regular performance reviews/assessments
• Monitor adherence to business rules and principles, set policies, procedures and directives, taking corrective actions when required
• Ensuring all calls are answered within agreed upon time scales and in the appropriate manner
• randomly monitor calls to ensure high standards and high
• Ensue staff are kept informed, updated and fully conversant n all new working practices, technological changes and compliance to client service requirements
• Mentor and ensure staff training on technical and behavioral competencies
• Oversee and ensure effective disciplinary and grievance management, in order to maintain a positive working environment and enhance performance

Financial Management

• Maintain tight operational ad financial control of the call centre, in line with budgetary constraints

Ensuring client satisfaction

• Manage an improve client relations systems and processes
• Develop and maintain sound relationship with clients
• Update policies and standard operating procedures in line with best practices

Quality

• Implementation of the ISO quality management stem and continually improving its effectiveness
• Ensuring statutory and regulatory compliance
• Ensuring quality objectives are established and met
• Conducting management reviews
• Ensuring the availability of resources for availability compliance

People and Management Skills

• Ability to drive a call centre forward and add value to its operations
• Ability to collate, analyze and interpret call centre statistical information
• Leadership and Management Skills
• Mentoring and coaching skills
• Creative and innovative thinking
• ability to work effective in a team
• Excellent customer relationship skills
• Human Resource Development Training

Key Results Areas Met

• Understanding role reporting to exco, business and client
• Understanding role of managing staff closely ensuring output is aligned with business requirements
• Understanding interworking with various teams to ensue financial compliances
• Understanding quality and service delivery
• Understanding costs and profitability

BPO: Best Contact Centre Manager

Reason for leaving: relocated to Cape Town

• Planned and led training programmes on staff development.
• Conducted evaluations of training courses to uncover areas in need of improvement.
• Used outstanding interpersonal and relationship-building skills to engage and motivate teams throughout intensive training programmes.
• Recruited, hired and provided training for new trainers to complement workforce.
• Answered phones and responded to enquires relating to training to promote smooth communications.
• Oversaw employee attendance to verify punctuality and absences.
• Directed one-on-one or group sessions with managers and trainers to resolve training problems.
• Performed Training Needs Analyses to gauge customer requests.
• Conducted performance evaluations to assess skills and progress of employees.
• Attended education and training conferences to amplify skills and training techniques.
• Prepared engaging, useful course resources and materials, enhancing participant understanding and competence.
• Provided clear online meeting invites with detailed joining instructions, aiding prompt attendance.
• Designed training schedules for other trainers to manage work shifts.
• Assigned tests and quizzes to measure information retention of employees.
• Evaluated job positions and consulted with department managers to assess training needs.
• Advertised training sessions online and in social media to acquire more leads.
• Scheduled meetings with management to assess concepts requiring additional instruction.
• Evaluated ROIs of training programmes to measure ratio of costs and earnings.
• Researched curriculum to stay abreast with latest industry developments and trends.
• Calculated costs of training programmes to align with required budget.
• Produced detailed records of attendance for board reports and company review processes.

Winner of the ADCORP Best Upcoming Manager, represented ADCORP in association with Wesgro and DTI at the Annual International Contact Centre Expo in Birmingham UK

• Broad knowledge in multidisciplinary tasks: Client Services, Debit Order Management, Broker Services, Provider Services and Vitality
• Management
• Co-managed Cape Town Call Center due to new appointed manager
• 130 staff including 8 Team Leaders
• Managed service team customer service and debit order management
• Recruitment and interviewing new staff
• Experienced in developing department goals
• Coaching and development of agents
• Establishing procedural guidelines
• Conducted regular performance reviews at team meetings to get things done
• Motivated and provided ongoing support and guidance to team
• Increase in staff KPA and Incentive results (top team for 18 months)
• Monthly 1:1 are conducted giving comprehensive feedback on performances
• Managing and implementing new monthly KPA's and Incentive targets: raising the bar of standards
• Delegating shared responsibility to potential consultants
• Consultation to and giving valuable advice to other Departmental Managers
• Assist Workforce Management Resource Planning
• Customer Management
• Reason for leaving, Reason for Leaving
• Identified road blocks to service delivery and customer satisfaction
• Identified trends and issues that impede efficiency, quality and customer satisfaction
• Developed action plans to improve the process
• Served as an escalation point for dissatisfied clients
• Resolved problems for clients and maintained exceptional customer satisfaction rating
• Served as a liaison between client and Discovery,
• Headhunted by Margie Middleton (Contact Center Training and Development Specialist) to expand my contact center skills, developing a more holistic skills approach to call centers, Collection and managing outstanding debt
• Building Relationship with Corporate Clients
• Maintaining Statistics and compiling reports to reduce a book value of 5 million rand a month
• Providing high services to approximately 900 000 clients
• Assisting in managing 30 staff members
• Ensure that department was meeting projected monthly targets
• Assisting clients to manage their financial portfolios to reduce credit card debt
• Taking large volumes of incoming call
• Dealing with queries until resolution
• Dealing with front desk clients and selling suitable banks products tailored to meet clients' financial portfolio
• Better opportunities to expand my growth and development.