Samuel Avril Damons
Contact Center Onboard And Training Supervisor
Roodepoort
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
32
32
years of professional experience
2
2
Languages
Work History
Quality Assurance Supervisor
South African Broadcasting Corporation
11.2001 - Current
- Oversaw the quality management of all correspondence and call centre operations, ensuring efficient data entry and timely communication turnaround.
- Implemented training programs for correspondence and call centre staff to enhance skills in data entry and accuracy, resulting in improved team performance.
- Maintained oversight on the quality control of correspondence output, ensuring compliance with organizational data entry standards.
- Developed and executed correspondence handling procedures that improved accuracy rates in data entry and document processing.
- Conduct daily performance evaluations and provided feedback to correspondence team members, fostering continuous improvement in data entry practices.
- Created and maintained comprehensive documentation of correspondence protocols, contributing to organizational knowledge and best practices in data management.
- Conducted regular audits of correspondence data entry processes to ensure compliance with quality standards and drive continuous improvement.
- Collaborated with IT to implement new correspondence tracking software, enhancing data accuracy and streamlining the reporting process.
Customer service supervisor
MTN Cellular Operator
03.1994 - 10.2001
- Developed and executed strategies to resolve complex customer issues, fostering loyalty and retention.
- Created and maintained a culture of customer-centric service, leading to improved customer satisfaction scores.
- Analyzed customer feedback to identify trends and areas for improvement in service delivery.
Education
Diploma - People Management
University of Stellenbosch
Diploma - Bookkeeping, Practical accounting
Damelin College
GautengHigh School - undefined
Riverlea High School
JohannesburgSkills
Onboarding and quality assurance professional
Proficient in customer service within call center environments
Proficient in team coordination
Proficient in Microsoft Excel, Word, PowerPoint, and Outlook
Clear communication across various formats
Effective listening techniques
Adept at handling multiple responsibilities
Accurate typing skills
Demonstrates self-sufficiency in task execution
Adjusts swiftly to evolving environments
Accomplishments
- Implemented a new data management system that reduced entry errors by 25%, enhancing overall operational efficiency.
- Was part of a team that successfully started and implemented the first call center at MTN.
- Was also part of the team that collected the first 1 billion at the SABC.
- Conducted regular performance reviews and feedback sessions, fostering an environment of continuous improvement and professional development among team members.
- Coordinated with cross-functional teams to streamline data entry processes, resulting in a 15% increase in productivity across departments.
- Was selected for the CEO performance awards at MTN.
Interests
Reading, Traveling, Volunteering, Family, reading, camping, cooking, travelling
Timeline
Quality Assurance Supervisor
South African Broadcasting Corporation
11.2001 - Current
Customer service supervisor
MTN Cellular Operator
03.1994 - 10.2001
High School - undefined
Riverlea High School
Diploma - People Management
University of Stellenbosch
Diploma - Bookkeeping, Practical accounting
Damelin College
Qualities
Adaptability, leadership, teamwork, problem solving, communication
Internships
- Team leader for new interships
- SABC, Johannesburg
- I managed the new interns at the SABC for this period
- Jan 2003 - Dec 2003
Representitive of the following committees
Member of the first aid committee.
Member of the SABC bursary committee 2021 to 2023.
Member of the Customer Service operations committee.