Nkqubela Arosi
Customer Service Team Manager
Durban,South Africa
Summary
I am an industrious & enthusiastic manager. I have proven to consistently meet productivity goals, business & customer service objectives.
I work with all employees skillfully to enhance performance and improve day-to-day processes.
I am Diplomatic in resolving customer issues to maximize satisfaction and meet targeted service level.
I am driven by an obligation to make my work environment a happy place for my peers while inspiring them to dedication to productivity and personal development.
Gaining thorough knowledge & understanding of the products & product cultures I work with is my foundation for exceptional performance.
I am passionate about learning, refining, & imparting productive skills and development to myself and others, and show it in my compassion and diligence.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service & Sales Team Manager
CCI South Africa
Durban, South Africa
11.2021 - 09.2022
- Managed & achieved daily, weekly, & monthly sales & customer satisfaction targets for a team of 21 messaging platform service & sales representatives.
- Managed a team of 12 Guest Relations Back Office consultants.
- Led and managed voice customer service & sales representatives as part of the first Premium Campaign for CCI South Africa, Umhlanga.
- Monitored and coached performance through business and client metrics. Consistently exceeded expectations on Customer Satisfaction, Customer Retention, Query Resolution, Sales Revenue & Performance Time Frame.
- Assessed representative quality and facilitated corrective measures to establish & coach best practice.
- Hosted bi-weekly campaign briefings for all campaign agents & management.
- Extracted, analyzed, and presented daily, weekly & monthly performance reports & business reviews to Operations Managers, Senior Operations Managers and Heads of Department.
- Liaised daily with Senior Operations Management, Payroll, Workforce Management, Human Capital, Call Insights, Facilities & Health & Safety, to meet business requirements and obligations to employees.
- Established a healthy, competitive, and stable working environment by driving incentives, supporting & engaging with frontline & managerial employees.
- Founded and coordinated the United Airlines campaign football team.
- Successfully constructed and enacted action plans for the improvement of Bottom Quartile Teams. Achieved 100% success rate for all BQ teams managed improving on all performance & efficiency metrics.
Durban Rugby Referee
Durban Referees Sub-Union
Durban, South Africa
09.2017 - 06.2022
- Refereeing rugby matches, with BokSmart Accreditation through Durban, Pinetown, the South Coast and Durban North, for age groups U7 to 3rd Division Adult Rugby, under the Durban Referees Sub Union.
- Match types ranged between schools, club leagues, cup tournaments, provincial tournaments, municipal touring tournaments, 10s rugby & 7s rugby formats.
- Assistant referee up to the Premier Club division level.
Corporate Guest Relations Coordinator
CCI South Africa
Durban, South Africa
05.2021 - 10.2021
- Investigating & resolving customer complaints escalated to Spirit Airlines Corporate Offices, from various contact points with the airline, including airport service stations, via Microsoft Dynamics tools & Navitaire Software.
- Liaising with Spirit Airlines on-shore Guest Care Management for new resolutions and improvements to Guest Care Services and training.
Subject Matter Expert
CCI South Africa
Durban, South Africa
02.2021 - 04.2021
- Live and remote supporting, assisting, coaching, & developing of newly recruited agents with product specific-knowledge, software use, call management techniques & insights.
- Assisted new employees in assimilating to & complying with professional behavioral standards and expectations. My teams met the requirements for full employment.
Universal Escalations Guest Care Supervisor
CCI South Africa
Durban, South Africa
10.2020 - 01.2021
- Resolving escalated customer queries, through customer centric soft skills and product understanding, from reservations centres based in the Philippines, Kenya, Tijuana & South Africa.
- Resolved accessibilities-related queries, requests, and escalations through specialized training.
- Provided follow-up investigations & discretionary compensation.
Sales & Customer Service Consultant
CCI South Africa
Durban, South Africa
12.2019 - 09.2020
- Providing customer care & sales services for Spirit Airlines customers. Reserving & modifying flights & selling ancillary services.
- Proficiently interpreted and applied processes & procedures through Navitaire software tools.
- I maintained a healthy record of behavior and attendance while consistently achieving outstanding results in my Key Performance Indicators.
Stage Performance Poet
Freelance
Durban, South Africa
11.2013 - 05.2019
- Writing, directing, & performing original, choreographed theatrical poetry showpieces individually and as part of various performance collectives.
- I travelled between KZN and Johannesburg in this capacity, performing on headline events on stages such as the Stable Theatre, The Playhouse, The KZNSA Arts Gallery, and under the Keen Artists and Sonnet of Poets banners.
Education
Bachelor of Commerce - Economics
University of South Africa
Durban 01.2019 - 12.2023
Skills
Customer service understanding
Staff Management
Improvement initiatives
Coaching and mentoring
Sales and marketing
Verbal and written communication
Mathematical calculations
Operations management
Employee training and development
Problem-solving skills
Performance improvement
Scheduling
Teamwork and Collaboration
Management experience
Product knowledge
Flexible and Adaptable
Multitasking Abilities
Timeline
Customer Service & Sales Team Manager
CCI South Africa
11.2021 - 09.2022
Corporate Guest Relations Coordinator
CCI South Africa
05.2021 - 10.2021
Subject Matter Expert
CCI South Africa
02.2021 - 04.2021
Universal Escalations Guest Care Supervisor
CCI South Africa
10.2020 - 01.2021
Sales & Customer Service Consultant
CCI South Africa
12.2019 - 09.2020
Bachelor of Commerce - Economics
University of South Africa
01.2019 - 12.2023
Durban Rugby Referee
Durban Referees Sub-Union
09.2017 - 06.2022
Stage Performance Poet
Freelance
11.2013 - 05.2019