Muricia Van Willingh
Senior Operations Manager
Cape Town
Summary
As a seasoned service leader, I bring a wealth of business acumen and strategic insight to the table. My expertise lies in optimizing operations, implementing industry best practices and driving continuous improvement. I am passionate about fostering a culture of excellence and empowering teams to achieve their fullest potential. With a proven track record of success, I am committed to delivering exceptional results and exceeding organizational objectives.
Overview
24
24
years of professional experience
1
1
Certification
2
2
Languages
Work History
Operations Manager
Hinduja Global Services
03.2025 - Current
- Streamlined daily operations for broadband account covering technical support and customer care.
- Monitored SLAs and KPIs while enforcing quality standards across teams.
- Initiated processes that reduced downtime and improved resolution times.
- Prepared detailed performance reports for daily, weekly, and monthly reviews with senior leadership.
- Identified performance gaps in service delivery and implemented actionable solutions.
- Led Team Leaders and Supervisors, overseeing training and performance reviews.
- Evaluated workflows to suggest efficiency improvements through automation tools.
- Conducted audits to ensure compliance with regulatory requirements and mitigate risks.
Senior Operations Manager
DIGICALL GROUP/SIGMA
12.2020 - 08.2024
- Deliver comprehensive monthly Call Centre Reports to stakeholders, showcasing performance metrics and insights.
- Spearhead System and Process Optimization initiatives aimed at enhancing call centre efficiency.
- Strategically manage outbound queue strategies to meet and exceed Service Level Agreements.
- Collaborate with IT teams to ensure seamless integration of systems, platforms, and processes for operational excellence.
- Implement necessary adjustments and SOPs, initiating corrective measures as necessary.
- Foster cross-functional collaboration, working with various managers to unify processes and manage service quality.
- Conduct performance evaluations, addressing variances, and aligning actions with KPIs, addressing weaknesses, and driving improvement.
- Champion Call Centre Efficiency and Effectiveness, driving improvements in adherence enhancements and departmental success.
Call Center Manager
DIGICALL GROUP
01.2013 - 12.2020
- Ensure strict adherence to Service Level Agreements (SLAs) for optimal daily operation.
- Oversee the efficient management of call centre operations, including a 10-hour, 5-day operation to ensure staff availability and efficiency.
- Conduct regular audits to identify training needs and enhance on-the-job performance.
- Implement Quality Assurance (QA) processes, follow-up on corrective actions, and training sessions.
- Identify and resolve escalated customer inquiries, providing timely and effective action.
- Develop and implement coaching programs to agents to maintain and improve performance standards.
- Execute process audits and conduct comprehensive training sessions for agents.
- Monitor and manage absenteeism and leave to prevent unnecessary shortfalls.
- Organize daily team briefings to ensure effective communication.
- Oversee call center operations and lead performance metrics.
- Organize daily and lunch break rosters to optimize staff coverage.
- Address and resolve escalated customer inquiries and provide prompt action to agents.
- Generate and analyze E-Vision reports to assess agent performance.
- Compile and conduct performance assessments for performance optimization.
- Monitor daily activities to ensure staff reliability and punctuality.
Team Leader
DIGICALL GROUP
01.2013 - 01.2013
- Spearhead adherence to Service Level Agreements (SLAs) to maintain daily operational excellence.
- Oversee the seamless operation of a call center, ensuring availability and efficiency for 10-hour shifts, 5 days a week.
- Manage regular and lunch break rosters to guarantee adherence and call coverage.
- Address and resolve escalated customer inquiries and provide prompt action to agents.
- Conduct regular audits to identify training needs and enhance on-the-job performance.
- Implement Quality Assurance (QA) processes, follow-up on corrective actions and training sessions.
- Promptly address and resolve customer complaints, ensuring swift action and satisfaction.
- Continually train and coach agents, ensuring they are up-to-date with best practices and standards.
- Monitor and manage absenteeism and leave to ensure consistent staff availability and call center coverage.
Customer Service Consultant
DIGICALL GROUP
06.2012 - 12.2012
- Processing credits
- Solving general queries and complaints
- Uploading data
- Processing escalations
- Back up for representatives and area managers
- Creating orders and returns
- Resolving input error bridge orders
- Resolving orders
- Dealing directly with handling agents
- Processing of vits transfers
- Resolving and assisting with Synch errors
- Processing cancellations
- Working with DHL resolving delivery queries
Customer Service Consultant
BRITISH AMERICAN TOBACCO ABTSA
06.2009 - 06.2012
- Processing credits
- Solving general queries and complaints
- Uploading data
- Processing escalations
- Back up for representatives and area managers
- Creating orders and returns
- Resolving input error bridge orders
- Resolving orders
- Dealing directly with handling agents
- Processing of vits transfers
- Resolving and assisting with Synch errors
- Processing cancellations
- Working with DHL resolving delivery queries
Customer Service Consultant
THE DIALOGUE GROUP
01.2006 - 06.2009
- Processing credits
- Solving general queries and complaints
- Uploading data
- Processing escalations
- Back up for representatives and area managers
- Creating orders and returns
- Resolving input error bridge orders
- Resolving orders
- Dealing directly with handling agents
- Processing of vits transfers
- Resolving and assisting with Synch errors
- Processing cancellations
- Working with DHL resolving delivery queries
Deli & Bakers Assistant
PICK N PAY
12.2001 - 01.2003
Education
High school diploma -
QUEENS PARK HIGH SCHOOL
Management NQF5 - undefined
SKILLS COLLEGE
01.2019
Skills
- FINANCIAL MANAGEMENT
- BUSINESS MANAGEMENT
- CONFLICT RESOLUTION
- PROJECT PLANNING
- PERFORMANCE OVERSIGHT
- EVENT PROVISION
- HEALTH AND SAFETY
Certification
Driving license category Code B
References
IRENE, NEETHLING, irene.neethling@muricia.van.willingh, 073 839 6459
Timeline
Operations Manager
Hinduja Global Services
03.2025 - Current
Senior Operations Manager
DIGICALL GROUP/SIGMA
12.2020 - 08.2024
Call Center Manager
DIGICALL GROUP
01.2013 - 12.2020
Team Leader
DIGICALL GROUP
01.2013 - 01.2013
Customer Service Consultant
DIGICALL GROUP
06.2012 - 12.2012
Customer Service Consultant
BRITISH AMERICAN TOBACCO ABTSA
06.2009 - 06.2012
Customer Service Consultant
THE DIALOGUE GROUP
01.2006 - 06.2009
Deli & Bakers Assistant
PICK N PAY
12.2001 - 01.2003
Management NQF5 - undefined
SKILLS COLLEGE
High school diploma -
QUEENS PARK HIGH SCHOOL
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