Neo Marinyele
SENIOR MANAGER - INBOUND & DIGITAL CARE
Johannesburg
Summary
I am a Senior Contact Center Manager with extensive experience in managing large teams within Contact Center Operations. I have a proven track record of success in most functions within Contact Center. In 2015, I implemented a two-year strategy to transform the MultiChoice Africa Digital Customer Care team into a seamless online experience using industry best practice. As Senior Manager Customer Care, I implemented an Omni-channel strategy which included revenue generation for the Inbound and Digital care environments. Both of the departments that I lead were awarded two gold medals in the contact center world awards in June 2022 for Best Use of Social Media in a Contact Center and Best Customer Service in a Contact Center, competing in Europe, the Middle East, and Africa. My people management skill spans over 15 years all within the service industry. I have spent the last nine years building a world-class online/digital customer care portfolio for a large multi-media organization. In order to do this effectively, active collaboration across the organization has been critical.
Professional in customer care management, prepared to drive impactful results. Proven ability in team collaboration and adapting to changing needs. Strong skills in conflict resolution, communication, and leadership. Valued for reliability and achieving targets.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Senior Customer Care Manager
MTN South Africa
03.2023 - Current
- Established and implemented a back office team
- Implementation of store support nation wide
- Reduced customer complaints by consistently monitoring performance metrics and addressing areas of improvement.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Developed comprehensive training programs for new hires, ensuring a thorough understanding of company policies and procedures.
- Championed continuous improvement initiatives within the department, fostering an innovative culture focused on delivering exceptional customer experiences.
- Managed a diverse team of Customer Care professionals across multiple locations, maintaining consistent service standards globally.
- Designed customized solutions for individual client needs, resulting in increased satisfaction and repeat business.
- Implemented quality assurance measures to ensure the highest level of customer service at all times.
- Established strong relationships with key clients, resulting in high levels of retention and loyalty.
- Enhanced customer satisfaction by developing and implementing effective customer care strategies.
- Streamlined customer support processes for faster resolution times and increased efficiency.
- Strengthened relationships between Customer Care teams and other departments within the organization, fostering collaboration towards common goals.
- Analyzed customer feedback data to identify trends and develop targeted improvement initiatives.
Senior Manager
Multichoice South Africa
08.2018 - Current
- Fostering customer experience by overseeing and ensuring the Customer Care strategic plan for the operational team and Customer Care at large
- Portfolio Inbound call center (Customer Care, Insurance, Trade Partners) Digital Care( Social Media, Live-chat, Written Correspondence) Employee Accounts
- Key Achievements
- Deployed an Omni-channel Strategy ( People & Technology )
- Introduced a Cadet Program ( Experiential Learning )
- WhatsApp agent breakout (Live Chat)
- IVR breakout to WhatsApp
- 30% Call Reduction through self service ( Inbound )
- 70% Email reduction
- 35% Customer shift from Inbound to Digital platforms
- 95% Inbound SLA
- 20 Seconds wait times in live chat
- 99% Response time on Social media
Call Centre Manager
Multichoice Africa
08.2015 - Current
- Building the Digital Customer Care portfolio across 13 African countries ensuring that the strategy was defined and implemented with a focus on people, process and technology efficiency
- My strategy was rolled out in Nigeria, Kenya, Ghana, Ethiopia, Malawi, Zimbabwe, Zambia, Botswana, Angola, Namibia, Tanzania, Mozambique and Uganda
- Key Achievements
- Created Digital Hubs based on regions
- Digital Care Omni-channel listening tool deployment
- CRM tool deployment
- Rolled out SOPs across all countries
- Improved CSAT score from 45% in Inbound overall to 85%
- Implemented a quality framework
- Maintained Digital care response times
- Implemented SLAs through ticketing process for walk in centre
Supervisor
Multichoice South Africa
10.2013 - Current
- Responsible for managing a team of 60 with back office functions
- Portfolio Written Correspondence Social Media
- Key Achievements
- Launching Social Media
- Redefining processes
- Implementing SOPs
- Improved Query Management
- Self service through Auto responses
Operations Manager
Cell C-Merchance
03.2010 - Current
- Responsible for a medium sized contact centre managing an escalation department that dealt with Hellopeter, written correspondence
- Network related, testing of new mobile functionality
- Total head count of 200
- Portfolio Back Office(Billing escalations for post paid) Network( Failed Pre paid recharges and poor signal coverage) Written correspondence VIP inbound desk First-line support
- Key Achievements
- Talk to Trevor( CEO escalation point)
- Minimized response times
- Reduced escalation to the NOC team
Team Leader
Cell C
04.2006 - Current
- Team leader, managing a team of 20, ensuring high performance with respective KPIs
- Sepedi Portfolio Call centre
Education
BA Degree -
IIE-Vega School
Behavioural Economics science - NQFL5
Henley business School
Skills
- Detail Oriented
- Good Communication
- Customer Service
- Critical thinking and problem solving
- Creative Problem Solving
- Ability to Work in a Team
- Interpersonal Communication Skills
- Business Process Management
- Managing People
- Digital Marketing
- Digital Communications & Marketing
Timeline
Senior Customer Care Manager
MTN South Africa
03.2023 - Current
Senior Manager
Multichoice South Africa
08.2018 - Current
Call Centre Manager
Multichoice Africa
08.2015 - Current
Supervisor
Multichoice South Africa
10.2013 - Current
Operations Manager
Cell C-Merchance
03.2010 - Current
Team Leader
Cell C
04.2006 - Current
Behavioural Economics science - NQFL5
Henley business School
BA Degree -
IIE-Vega School
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