Summary
Overview
Work History
Education
Skills
Interests
Timeline
Hi, I’m

Ryantia I. Hughes

Leads Administration Manager
Sandton,GP
Ryantia I. Hughes

Summary

I am a proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills.


I am committed to leveraging these qualities to drive team success and contribute to organizational growth.


I have leadership experience with a strong background in guiding teams, managing and achieving strategic objectives. I excel in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals.

Overview

13
years of professional experience
5
years of post-secondary education
2
Languages

Work History

iCar Technologies
Sandton , Johannesburg

LEADS ADMINISTRATION MANAGER
06.2025 - Current

Job overview

  • Verifying customer information for orderly, up-to-date online systems
  • Streamlining office processes by implementing efficient leads administrative systems, resulting in increased productivity and reduced operational costs
  • Negotiating favorable contracts with suppliers for services, reducing overall operational expenses while maintaining quality leads standards
  • Enhancing staff performance through regular performance evaluations, leading to a more skilled and motivated team
  • Promoting a positive workplace culture by addressing employee concerns promptly and implementing initiatives aimed at boosting morale and job satisfaction
  • Conducting regular audits of internal processes to identify areas for improvement and implement corrective measures promptly
  • Spearheading the transition to digital record-keeping, ensuring accurate and easily accessible information for improved decision making
  • Preparing comprehensive reports on departmental performance for senior management, enabling informed decision-making and strategic planning efforts
  • Collaborating with leaders from other departments to achieve consistent processes and maximize efficiency of resources
  • Maintaining up-to-date knowledge of industry best practices in leads management through continuous learning opportunities, ensuring a competitive edge in service provision

Cubbi Cars
Sandton, Johannesburg

CONTACT CENTER TEAM LEADER
09.2023 - 10.2024

Job overview

  • Supervised 8 contact center agents in providing excellent service to clients requiring assistance for selling their vehicles as well as a team of 24 road buyers who attended appointments, scheduled by the contact center agents
  • Managing the LEADS system
  • Monitoring daily, weekly and monthly conversion statistics
  • Managing and coordinating the contact center agent's daily appointments made
  • Following up with road buyers on appointments attended as well as follow up call with clients
  • Analyzing performance metrics to identify trends and areas for improvement within the contact center operations
  • Implementing new call scripts to improve consistency in messaging and drive positive customer interactions
  • Boosting team morale and productivity with motivational techniques and clear communication of expectations
  • Increasing contact center efficiency by streamlining processes and optimizing workflows
  • Handling of all Whatsapp, Telephone, Website and Email inquiries
  • Leveraged data-driven insights to guide decision-making and optimize resource allocation within the contact center team
  • Resolved escalated customer complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions
  • Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement
  • Developed process controls and metrics for daily management of call center
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
  • Cross-trained and provided backup support for organizational leadership

Good Cars South Africa
Montana , Pretoria

HEAD OF CONTACT CENTER
06.2023 - 09.2023

Job overview

  • Managed the contact center
  • Assisted the team with lead management
  • Managed and Coordinating daily appointments for road buyers to attend
  • Followed up on scheduled appointments with the buying team
  • Followed up with clients
  • Update daily statistics and report writing
  • Assisted with customer concerns
  • Handled all Whatsapp, Telephone, Website and Email inquiries
  • Managed time efficiently in order to complete all tasks within deadlines
  • Assisted with day-to-day operations, working efficiently and productively with all team members
  • Demonstrated respect, friendliness and willingness to help wherever needed

VDV Auto / Sell My Car Quick
Silverlakes, Pretoria

CONTACT CENTER MANAGER
01.2019 - 08.2022

Job overview

  • Supervised 8 contact center agents in providing excellent service to clients requiring assistance for selling their vehicles as well as a team of 24 road buyers who attended appointments, scheduled by the contact center agents
  • Monitored daily, weekly and monthly conversion statistics
  • Managed the LEADS system
  • Managed the pre-qualifying process of incoming leads
  • Assisted the team with leads management training
  • Managed and Coordinating the contact center agent's daily appointments scheduled for road buyers
  • Followed up on scheduled appointments with the buying team as well as follow up calls to clients who had their vehicles evaluated
  • Resolved problems, improved operations and provided exceptional service
  • Proved successful working within tight deadlines and a fast-paced environment
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively
  • Handled all Whatsapp, Telephone, Website and Email inquiries
  • Achieved high levels of customer satisfaction with proactive issue resolution strategies and consistent followup
  • Assisted in recruiting, hiring and training of team members.
  • Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity
  • Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets
  • Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
  • Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives

WeBuyCars.co.za
Silverlakes, Pretoria

ADMIN RECEPTION
09.2016 - 01.2018

Job overview

  • Managed the Front Desk
  • Provided Excellent Service to all clients
  • Administrative Tasks
  • Handled all incoming calls on switchboard
  • Managed time efficiently in order to complete all tasks within deadlines
  • Assisted with day-to-day operations, working efficiently and productively with all team members
  • Worked flexible hours across weekend and holiday shifts
  • Strengthened communication skills through regular interactions with others
  • Worked effectively in fast-paced environments
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively

Nissan South Africa Group of Africa
Rosslyn, Pretoria

TRACKER AGENT
05.2015 - 09.2016

Job overview

  • Dealer Support
  • Assisted with case quality within the customer support center
  • Assisted with Quality Assurance
  • Handled Inbound and Outbound calls within the customer service center
  • Established strong relationships with clients through clear communication and consistent results delivery
  • Assisted at the Information Desk and Leads Centre
  • Collaborated with team members to develop more efficient tracking methods, resulting in increased productivity
  • Assisted the the Nissan SA parts division with orders and following up on ETA's of parts to South Africa
  • Enhanced data security measures, protecting sensitive information from unauthorized access or use
  • Weekly report writing to the regional after sales manager
  • Ensured timely data collection for accurate analysis and informed decision making

Ford Motor Company of Southern Africa
Silverton, Pretoria

CRC CASE MANAGER
10.2012 - 04.2014

Job overview

  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements
  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions
  • Increased client satisfaction through diligent follow-up and personalized support
  • Achieved positive client outcomes by developing and implementing comprehensive case management plans
  • Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies
  • Trained new case managers, raising team's overall competency and service delivery standards
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates

Education

FH Odendaal Senior Secondary
Pretoria, South Africa

High School Diploma
01.2003 - 12.2007

University Overview

TypeWizz: Professional Certificate

Coursework: Transcription 101

Google: Professional Certificate

Coursework: Digital Marketing, I recently enrolled in a 6 month course

Skills

Organization and time management

Interests

Reading - My current favourite book is, START WITH WHY by Simon Sinek

Fitness - Regularly attending the gym to maintain physical well-being and discipline

Cooking - A way to express my creativity, unwind I love cooking for loved ones

Timeline

LEADS ADMINISTRATION MANAGER
iCar Technologies
06.2025 - Current
CONTACT CENTER TEAM LEADER
Cubbi Cars
09.2023 - 10.2024
HEAD OF CONTACT CENTER
Good Cars South Africa
06.2023 - 09.2023
CONTACT CENTER MANAGER
VDV Auto / Sell My Car Quick
01.2019 - 08.2022
ADMIN RECEPTION
WeBuyCars.co.za
09.2016 - 01.2018
TRACKER AGENT
Nissan South Africa Group of Africa
05.2015 - 09.2016
CRC CASE MANAGER
Ford Motor Company of Southern Africa
10.2012 - 04.2014
FH Odendaal Senior Secondary
High School Diploma
01.2003 - 12.2007

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Ryantia I. HughesLeads Administration Manager