Marilyn Chathury
Durban
Summary
Results-oriented Call Center Supervisor with a proven track record in training and mentoring teams to excel in resolving customer inquiries, fostering loyalty, and increasing business revenue. Expertise in developing and implementing effective training protocols that enhance performance and elevate caller satisfaction. Proven ability to manage high-volume call environments while maintaining a focus on team efficiency and morale.
Overview
24
24
years of professional experience
Work History
Service Desk Supervisor
Daisy Business Solutions
Durban
04.2018 - Current
- Developed and implemented customer service policies and procedures to ensure quality customer service.
- Generated monthly reports detailing key performance indicators such as call resolution rate, average handle time, first call resolution.
- Collaborated with vendors and suppliers in order to resolve any technical issues impacting operations.
- Conducted regular meetings with the team to review current processes and identify areas for improvement.
- Responded promptly to escalations from customers or internal stakeholders related to services.
- Monitored service desk performance and productivity standards, ensuring that all staff met or exceeded expectations.
- Documented all changes made within the system environment in accordance with established change management procedures.
- Ensured timely resolution of customer inquiries by providing accurate troubleshooting steps or escalating issues as necessary.
- Analyzed customer feedback surveys in order to measure satisfaction levels and identify areas for improvement.
- Created detailed reports outlining service desk activity such as call volume, average time to respond.
- Coached, trained and mentored team members in order to build a cohesive support unit.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Assisted in developing training materials for new hires as well as existing employees.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Recruited qualified personnel when needed for open positions within the department.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Monitored phone calls to provide feedback and coaching.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Created training manuals to resolve simple and complex customer issues.
- Interviewed, hired and trained staff to meet company objectives.
- Delegated work to staff, setting priorities and goals.
Call Centre Supervisor
Bytes Technology Group
01.2014 - 10.2017
- Company Overview: Contracted to Illovo Sugar
- Training of call centre staff
- Provide Standby Support
- Created incentives for employees who achieved high performance standards.
- Participated in hiring interviews and selection process for new team members.
- Analyzed customer feedback data to identify trends in customer service issues.
- Facilitated communication between departments to resolve problems quickly.
- Assigned tasks to agents based on their skillset and availability.
- Resolved escalated customer complaints in a timely manner.
- Conducted performance reviews of call center staff and documented results.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Identified areas where additional training was needed among existing staff members.
- Developed processes and systems to improve efficiency within the department.
- Coordinated staff schedules to ensure optimal coverage during peak hours.
- Collaborated with other departments to develop solutions for customer needs.
- Documented changes made within the department as part of continuous improvement efforts.
- Investigated difficult or complex inquiries from customers.
- Provided guidance, training, coaching and mentoring to call center team members.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Implemented strategies to improve customer satisfaction levels.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Monitored calls for quality assurance purposes.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Conducted regular performance reviews and provided constructive feedback to team members.
- Participated in the recruitment and selection process for new team members.
- Implemented changes to workflows and scripts based on customer feedback and analysis.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Delivered constructive call process feedback.
Inbound Call Center Agent
Bytes Technology Group
01.2012 - 12.2014
- Company Overview: Contracted to Illovo Sugar
- Ensure accurate, efficient call logging on the HEAT database.
- Provide initial first-line support.
- Password reset and unlocking user accounts.
- Drive service providers and field technicians to tasks within SLA.
- Escalate and inform the manager of all major operational issues.
- Provide an escalation path for operational problems, where multiple vendors are involved.
- Arranging spares, quotes, and new orders as required.
- Ensure relevant statistics are produced to enable objective measurements of the relevant outsource contracts
- Report of potential breaches of service levels during business hours.
- Updating calls and providing feedback to customers.
- Updated customer contact information in company database systems.
- Managed multiple tasks simultaneously while adhering to strict deadlines.
RMC Coordinator
Dimension Data
01.2005 - 12.2012
- Scheduling Engineer for Deployment and updating online schedule
- Reviewing call against customer contract in SAP to determine appropriate SLA
- Scheduling and Managing Uptime calls according to the specific SLA
- Follow up of All Pending and Escalation calls, with Engineers/Customers
- Ensure that ITSM is always updated with feedback from Engineers, Customers and the Regions
- Communication and Feedback to Clients
- Sourcing and Provision of Hardware replacements
- Managing the return of Service Report
- Ensuring that all SR’s are being handed in within 24 hours
- Compiling Specific reports for distribution to Ops Management
- Order number, preparation of invoicing and Administration
- Assist with other services areas coordination should there be a requirement
- Capturing of Requisitions in SAP
- Training of new Staff
- Driving Engineer/ 3RD Party towards speedy resolution of fault with minimum downtime to customer
- Project Resource Co-ordination
- Sourcing 3rd Party resource for faults out of Region
- Ultimate responsibility and ownership of all customer incidents, or logged requests
- Basic knowledge of networking (routing and switching in a Cisco Environment)
- Participate in team meetings, learning forums and share information with team members
- Meet goals and KPI’s as set by the line manager
- Manage critical customer incidents, associated to customer communication, activities and any appropriate escalations
- Track the incident to conclusion in line with SLAs and quality standards
Call Centre Administrator
Bytes Technology Group
01.2001 - 12.2005
- Company Overview: Contracted to Illovo Sugar
- Ensure accurate, efficient call logging on HEAT database
- Drive service providers, and field technicians to tasks within SLA and required times
- Provide an escalation path for operational problems where multiple vendors are involved
- Ensure relevant statistics are produced to enable objective measurements of the relevant outsource contracts
- Training of new call centre staff
- Updating Calls and providing feedback to customers
- Contracted to Illovo Sugar
Education
ITIL Foundation V3 - Certificate
Bytes People Solutions
01.2015
Diploma - Business Computing
Damelin
01.1997
Senior Certificate - Matric
Effingham Secondary
01.1996
Skills
- Service desk management
- Customer relationship management
- Technical troubleshooting
- Performance analysis
- Team leadership
- Time management
- Incident management
- Ticketing system proficiency
- Service level management
- Escalation handling
- Report generation
- Customer service
- Clerical duties
- File management
Personal Strengths
High standard of customer liaison skills, Good telephone manner and good customer facing skills, Excellent communication skills (verbal and written), Self-motivated, disciplined and customer focused, Good time management skills and able to prioritise workload, Able to work under pressure and as a team player, Shows initiative and innovation, Diligent, patient, punctual, enthusiastic, polite and proactive (with a sense of urgency), Sees the value in building strategic working relationships, Trustworthy, honest and takes ownership and responsibility of tasks assigned, Able to work without supervision, Attention to detail and accuracy, Excellent problem solving and analytical skills, including listening skills to analyze problems
Languages
English
Computer Literacy
Excellent, Very Good, Excellent, Excellent, Excellent, Excellent, Very Good, Excellent, A
Personal Information
- ID Number: 781212 0096 087
- Gender: Female
- Nationality: South African
- Driving License: Code 8
- Marital Status: Married
References
References available upon request.
Timeline
Service Desk Supervisor
Daisy Business Solutions
04.2018 - Current
Call Centre Supervisor
Bytes Technology Group
01.2014 - 10.2017
Inbound Call Center Agent
Bytes Technology Group
01.2012 - 12.2014
RMC Coordinator
Dimension Data
01.2005 - 12.2012
Call Centre Administrator
Bytes Technology Group
01.2001 - 12.2005
ITIL Foundation V3 - Certificate
Bytes People Solutions
Diploma - Business Computing
Damelin
Senior Certificate - Matric
Effingham Secondary
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