Mogamat Faheem Francis

5 star and 4.92 star out of 5 stars Customer Satisfaction Index rating on BikeHub.co.za with 135 combined surveys over the last 5 years.

4.8 starts out of 5 stars Customer Satisfaction Index Rating on Facebook Marketplace over the last 5 years.

I deal with buying, doing cost/profit analysis, managing service provider relationships for repairs.

I also deal with the sales and marketing of my products on various platforms. I have 8000+ views on Facebook Marketplace per week with 800+ followers and many return customers.

I also deal with the financials, expenditure, costing, debtors and creditors.

I have built a good reputation in the Cycling Industry with my CycleSmart brand on Bikehub.

• Took the Radio Station’s NPS score from -13% to +15% in one year.
  
  Helped to expand the Stations Social Media branch and production of video ads and short films.
  
  Head of Broadcasting & played a key role in strategic direction of the station and daily programming.
  
  Duties and Responsibilities:
  
  • Oversee and coordinate the continuous, multifaceted daily operations of the radio station.
  • Maintain accurate schedule, record, discrepancy reports, and follow-through communications, and ensure that all on-air broadcast programming complies with ICASA rules and regulations.
  • Participate in the establishment, organization, and implementation of short/long-range goals, objectives, policies, and operating procedures; monitor/evaluate program effectiveness and effect changes required for improvement.
  • Direct and administer the provision of daily operation support to the various sub-units of the station, including the non-engineering portions of the station's physical plant, space allocation and utilization, station supplies and inventory, and station safety and security.
  • Plan, design, establish, and maintain organizational structures and systems that enable community volunteer staff members to effectively accomplish the organization's mission, goals, and objectives.
  • Assign, allocate work, and generally oversee volunteer personnel engaged in continuous station operations; perform recruitment, training, scheduling, retention, problem resolution, and performance management.
  • Develop and implement systems to maintain records on station operations, volunteers, equipment, and compliance activities; prepares regular and ad-hoc reports.
  • Provide advice and assistance to senior station management in the planning, implementation, and evaluation of modification to existing operations, systems, and procedures.
  • Recruitment and Talent Management
  • Research and make recommendations to management pertaining to acquisition of operating equipment.

• Achieved world class level of 50% NPS Customer Satisfaction for brand New Recruits with 2x 2 week assessments of Support/Billing competency. Managed several teams successfully to achieve minimum 50% NPS for Billing and IT Support Learning Academy.
  
  Selected to assist Learning Academy for UK Client as their processes were broken and it caused high staff loss. Implemented changes and decreased staff turnover by 80% in 2 weeks.
  
  Bridged the gap between classroom theoretical training and practical call taking with world class NPS scores.
  
  -Motivate, Coach, Develop new Staff to deal with a highly demanding World Class NPS Call Center Environment.
  - Manage 3 seperate teams of 15 new CSR Trainees at one time to graduate from the 2 week 'Learning Academy',
  - Getting CSR's to understand the practicalities of troubleshooting Technical Issues, which include:
  -Fibre Support,
  - Mobile Support
  -ADSL Support,
  -Remote Desktop Support
  -Local and Remote Network connectivity issues,
  -DNS, DHCP, WAN , LAN, VoIP, EMAIL troubleshooting
  -logging line and NOC faults,
  -other advanced Support Issues.
  Whilst meeting a Worldclass NPS score of 50%.
  -Coaching and Mentoring new recruits to meet the 50% Net Promoter Score targets in Technical Support and Billing within 2 weeks.
  - Running Facilitated 'Customer Service/Support/Billing/Motivational sessions with new Teams.
  
  The rest of the job description is the same as the Customer Service Manager at iiNet.

Achieved a world class level of 60% NPS KPI in Support. Achieved Top 3 NPS Team leader spot out of all Team Leaders at Awards 3 years in a row. High level of team engagement and satisfaction.

Position Specific Responsibilities

Staff Management & Development
Work closely with Customer Service teams to act as an “on brand” role model to lead and coach staff, ensuring they are up to date with all aspects of iiNet products, processes and service level standards.
Work with the Contact Centre Manager and Senior Customer Service Manager to plan and implement the coaching and developing of staff in line with broader departmental direction and objectives.

Employee performance in a formal capacity and provide feedback. Identify skills gaps and development opportunities.

Operations Management
Manage staff adherence to rosters, attendance and leave to ensure the optimum level of customer service resources is available.
Authorise customer credits and refunds as required.
Take ownership of escalated customer service issues and manage the effective resolution as required.

Customer Relationship Management
Represent iiNet to facilitate the resolution of customer complaints and disputes as required.

Communication
Facilitate effective communication channels between all Customer Service team members to ensure knowledge is shared and updated as required.

Business Improvement
Identify opportunities for improvement in systems and processes and propose solutions as appropriate.

Work with Business Improvement team to plan, develop and implement agreed business improvement solutions as appropriate.

Project Management
Contribute to any projects undertaken by the department, ensuring that effective participation occurs and deliverables are achieved in a timely manner

Acting Customer Service Manager whilst doing the Future Team Leaders Training Program with Merchants BPO Ltd. I was instated as a CSM before I graduated from the Future Team Leaders Training Program.

All of these whilst maintaining 90% ADH and 60% NPS monthly.

The Senior CSR is the specialist in all Desktop/Web Support:

-First level contact for Technical Escalations and Complaints
-Troubleshooting for Fibre, ADSL, Local and Remote Network Issues,
-DNS, DHCP, WAN , LAN, Line Faulting, Network Congestion Troubleshooting
-Advanced Tier 3 troubleshooting for all technical issues
-OMBUSMAN complaint resolution
-Billing and Sales Escalation handling
-Updating the Company Wiki Database with Articles

To assist Customers with Desktop Support, Billing and Sales queries, whilst delivering Awesome Customer Service. We were given 3 months Support, Billing and Sales Training by iiNet.

I was amongst the first team who volunteered to assist customers with Technical Support Queries. After 4 months on Techincal support, I achieved 3rd Place in the Senior CSR assessment out of all applicants accross Australia, New Zealand and South Africa. I was also one of the CSRs with the least time on Technical Support.

Supervisor in the Finance Department, dealing with Performance Management and Industrial Relations.

-Quarterly Appraisal Sessions
-All Disciplinary Issues dealt timorously
-Managing Cashier Performance
-Cash Desk Float Recon balanced Daily
-Banking of Forex, Cash, Credit Card transactions
-On Job Training of Cashiers