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

Ryantia I. Hughes

Contact Center Manager
Johannesburg,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

12
years of professional experience
6
years of post-secondary education
2
Languages

Work History

Cubbi Cars

CONTACT CENTER TEAM LEADER
09.2023 - 10.2024

Job overview

  • Managing a team of 4 contact center agents and 12 road buyers
  • Managing the LEADS system
  • Managing and motivating the team to reach set targets
  • 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
  • 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
  • Quality Assurance
  • Boosting team morale and productivity with motivational techniques and clear communication of expectations
  • Increasing contact center efficiency by streamlining processes and optimizing workflows
  • Attending to all customer concerns
  • Handling of all Whatsapp, Telephone, Website and Email inquiries

Good Cars South Africa

HEAD OF CONTACT CENTER
06.2023 - 09.2023

Job overview

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

VDV Auto / Sell My Car Quick

CONTACT CENTER MANAGER
01.2019 - 08.2022

Job overview

  • Managing a team of 8 contact center agents and 24 road buyers
  • Motivating teams to reach set targets
  • Monitoring daily, weekly and monthly conversion statistics
  • Scrip Writing
  • Quality Assurance
  • Managing the LEADS system
  • Managing the pre-qualifying process of incoming leads
  • Assisting the team with leads management
  • Managing and Coordinating the contact center agent's daily appointments booked for road buyers
  • Following up on scheduled appointments with the buying team
  • Following up with clients
  • Working effectively in a fast-paced environment
  • Working flexible hours across night, weekend, and holiday shifts
  • Strengthening communication skills through regular interactions with others
  • Resolving problems, improved operations and provided exceptional service
  • Proving successful working within tight deadlines and a fast-paced environment
  • Using strong analytical and problem-solving skills to develop effective solutions for challenging situations
  • Participating in team projects, demonstrating an ability to work collaboratively and effectively
  • Handling of all Whatsapp, Telephone, Website and Email inquiries

WeBuyCars.co.za

ADMIN RECEPTION
09.2016 - 01.2018

Job overview

  • Managing Front Desk
  • Providing Excellent Service to all clients
  • Administrative Tasks
  • Handling incoming calls on switchboard
  • Adhoc duties
  • 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

Nissan South Africa Group of Africa

TRACKER AGENT
05.2015 - 09.2016

Job overview

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

Ford Motor Company of Southern Africa

CRC CASE MANAGER
10.2012 - 04.2014

Job overview

  • Maintaining accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements
  • Conducting thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions
  • Increasing client satisfaction through diligent follow-up and personalized support
  • Achieving positive client outcomes by developing and implementing comprehensive case management plans
  • Contributing to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies
  • Training new case managers, raising team's overall competency and service delivery standards

Education

FH Odendaal Senior Secondary
Pretoria, South Africa

from Metric / Grade 12
04.2001 - 01.2007

University Overview


TypeWizz: Professional Certificate

  • Completed Coursework: Transcription 101


Google: Professional Certificate

  • Incomplete Coursework: Digital Marketing and E-Commerce, 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

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
from Metric / Grade 12
04.2001 - 01.2007

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Ryantia I. HughesContact Center Manager