Raldiyah Muller
Client Services Team Leader
Cape Town,South Africa
Summary
Team leader from Cape Town driven by a passion for helping individuals reach their full potential and fostering a collaborative and growth-oriented environment. Natural talent for problem-solving and determination to find innovative solutions. Brings valuable experience in team management and strategic development. Ultimate goal is to cultivate a productive and positive workplace. Continuously seeking fresh approaches to motivate and inspire the team, dedicated to supporting them in achieving their goals.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Client Services Team Lead
Capital International Group
Cape Town
09.2022 - Current
- Provide Customer Service Excellence to all clients, companies and third parties;
- Assessment and validation of documentation provided as part of the data change event process to ensure a clear understanding of the client relationship is recorded with detailed rationale;
- Ensure the smooth running of team tasks and activities;
- Manage and delegate workloads within the team to ensure maximum productivity;
- Implement and supervise the cross training of team members;
- Execute user acceptance testing as required; on occasion this may be outside of normal working hours
- Assist the Manager with collating management information and quality assurance control checked;
- Update and maintain client details and records
- Monitor and log client feedback to ensure client satisfaction
- Handling all escalations for my reporting line
- Handling any and all client complaints within the agreed service level
- Provide continuous coaching to the team to help overall client experience and achieve a first point resolution
- Conduct quality assurance checks to ensure the team remains compliant in-line with our AML requirements
- To ensure any risks are attended to and mitigated for any errors that may occur
- Established strong relationships with key decision-makers within the clients'' organizations, fostering long-term partnerships.
- Evaluated metrics regularly for continuous improvement in both individual performance as well as overall team success.
- Conducted regular performance reviews for team members, providing constructive feedback for career development.
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Achieved timely resolution of client issues through effective collaboration with cross-functional teams.
- Collaborated closely with internal stakeholders to resolve complex problems efficiently, minimizing disruption to clients'' operations.
Customer Service Team Manager
Teleperformance
06.2020 - 08.2022
- Give direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible
- Create better modes of operations to make customer service easier for both team members and customers
- Assist and manage relationships with the clients to maintain a great level of service based on KPI agreements
- Make provision for a change of mode of operation when the existing one isn't yielding maximum results
- Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
- Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends
- Also, take disciplinary measures based on contractual agreements
- Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
- Ensure that all equipment needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions
- Step in to attend to customers that are proving difficult to team members and resolve their complaints
- Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
- Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work
- Assisted senior operations manager with incentives as well as campaign ASR
- Management of agents productive work time (output and efficiencies) based on client agreement, SLA's and KPI's
- Promoted to operations manager in August 2022
Complaints/Customer Service Team Manager
WDFC UK LIMITED
02.2017 - 04.2020
- Leading a high performing team responsible for resolving all customer service related issues (complaints and vulnerable customers) within set standards
- Identify any operational gaps, finding solutions and implementing change
- Review our internal Complaints process in order to improve the overall efficiency of the team to ensure we are meeting and exceeding our levels of service
- Monitor, coach and develop team members to ensure they are meeting the required standards
- Lead, develop and motivate and develop a high performing team (+- 25) who will then reach ad exceed the required business targets
- Manage and monitor individual and team performance to ensure business services are delivered in line with agreed standards and regulatory requirements
- Communicate to the time by having daily huddles to ensure the business standards, policies, procedures and targets are widely understood
- Resolve escalated complaints, issues and problems, including appropriate further escalation as required, to achieve the best possible outcome for the customer in line with our internal policy and procedures
- Building relationships with key stake holders in order to effectively resolve cross functional issues, share best practices and identify and implement efficient to meet company goals
- Manage our resources and work load of across the operation to ensure we meet SLA's
- Daily reporting of productivity levels to ensure we are meeting our agreed SLA's
- KPI: Compliance with all policies and procedures of all team members
- Feedback from customers and team members
- Achievement of goals agreed with line manager
- Evidence of regular coaching session with each agent
- Service level of call centre: call answer rate, email service level, chat service levels and CSAT
- Coach and mentor team members to ensure they are up to date with products and processes
- Ensure any performance issues, in alignment with our KPI's, are addressed
Complaints Handler
WDFC UK LIMITED
03.2012 - 02.2017
- I started at WDFC UK Ltd as a Customer Service advisor, after a year I received an internal promotion to a Level 3 Live Chat consultant and promoted to a Complaints case Handler in 2015
- Actively manage the UK complaints queue investigating each customer/3rd party complaint to gain an understanding of the case history and understand why the issue has become a complaint to document complaint synopsis by doing Root Cause Analysis and potentially creating a Corrective Action Plan if necessary
- Ensuring Complaints are handled within the necessary Regulatory timelines
- Escalate complaints cases where the evidence is suggesting a sign of hardship or vulnerability to ensure each case is handled sensitively
- Evaluate the options and determine the best course of action to ensure a fair outcome and closure to the complaint
- Obtain the required levels of approval ensuring the proposed solution complies with the internal complaints policies and meets the FCA requirements
- Manage the Potential FOS queue and ensure the Financial Ombudsman Services have received the requested documentation as part of FOS mediation
- Assist with all general administrative functions in line with the outcome to the complaints
- Communicate with customers via all channels to ensure that they understand the outcome of the investigation, the proposed resolution and the courses of action they may take
- Maintain accurate and concise case notes throughout the case until case closure in the Customer Relationship Management system to ensure we have a complete history of the complaint, including details of our investigation and resolution, so that it can be recalled for quality assessments as well as auditing, compliance and regulatory purposes
Customer Service Sales Representative
Teleperformance
04.2010 - 09.2011
- Job Description: Telesales Agent/Customer Service
- Up sell customers on their existing services for improvements, assisted customers with problems that may have occurred with their service, capturing all relevant information accurately on our systems as well as working with customers sensitive information online to update their accounts
- Reasons for leaving: Retrenched
Education
High School Diploma -
Westridge High
Cape Town 01.2004 - 12.2007
Skills
Strong leadership
Customer relations
Attention to detail
Problem-solving aptitude
Relationship building
Workflow management
Quality assurance
Maintaining client records
Continuous improvement
Risk assessment
Written communication
Training and mentoring
Certification
Project Management Certification, Project Management Course
Timeline
Client Services Team Lead
Capital International Group
09.2022 - Current
Customer Service Team Manager
Teleperformance
06.2020 - 08.2022
Complaints/Customer Service Team Manager
WDFC UK LIMITED
02.2017 - 04.2020
Complaints Handler
WDFC UK LIMITED
03.2012 - 02.2017
Customer Service Sales Representative
Teleperformance
04.2010 - 09.2011
High School Diploma -
Westridge High
01.2004 - 12.2007
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