SARAH SEANOKENG LEGODI
Operations Manager -Call Centre
Johannesburg ,Gauteng
Summary
COMPETENCES Customer care service, Product promotion, Collaboration, Excellent verbal and communication skills, Ability to work under stressful environments, Team player, Team Lead Interpersonal skills, Manage time effectively to enhance productivity, Microsoft Office ( Word, Excel, PowerPoint and Access), Attention to detail. PERSONAL SKILLS Approachable, Creative thinker, Diligent, Self-driven, Pro-active. Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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
23
23
years of professional experience
Work History
Operations Manager Call Centre
DashBPO
Randburg
05.2022 - Current
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
Operations Coordinator
DashBPO
Randburg
01.2020 - 04.2022
- Performed statistical analyses to gather data for operational and forecast team needs.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Prepared annual budgets with controls to prevent overages.
- Evaluated upcoming program plans to forecast expected resource needs.
- Reviewed operations reports to understand numbers and trends.
- Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.
- Scheduled meetings for senior management team and booked conference rooms.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
- Provided direction and guidance to internal teams in order to achieve targets.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Oversaw day-to-day operations of large teams across several sites.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Motivated and trained employees to maximize team productivity.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Analyzed department metrics and performance and reported findings to management.
- Managed internal operational standards and productivity targets.
Operations Supervisor
DashBPO
Randburg
03.2020 - 12.2020
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Analyzed department metrics and performance and reported findings to management.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed bi-weekly payroll for Number employees.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Financial Advisor
Discovery
Sandton
10.2018 - 12.2018
- Contact: 011 527 7258
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Facilitated presentation and recommendation of services by optimizing client relationships.
- Delivered strategic investment advice for individual and corporate clients.
- Provided specialized financial planning support for clients with diverse portfolios and individual needs.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Recommended specific investments to help clients meet financial goals.
- Educated clients on financial topics and best practices.
Finance Advisor
Old Mutual
Alberton
07.2016 - 09.2018
- Auto Trader
- Contact: 01168666000/081867628, Minesh.Bawany@autotrader.co.za
- Assisted clients in making beneficial and strategic decisions regarding investments, low-cash financing and sourcing overseas partners.
- Provided specialized financial planning support for clients with diverse portfolios and individual needs.
- Facilitated presentation and recommendation of services by optimizing client relationships.
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize, and diversify portfolio.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Monitored and updated financial plans to comply with client goals.
- Analyzed financial needs of clients and developed tailored strategies to meet goals.
- Recommended specific investments to help clients meet financial goals.
- Educated clients on potential risks and rewards associated with various investments.
Credit Control Supervisor
Auto Trader Print And Digital
Randburg
07.2014 - 09.2016
- Recommended approval or disapproval of commercial, real estate or credit loans.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
Training Department Manager
One Connect Technologies
Centurion
01.2013 - 04.2014
- Technologies
- Contact: 082 210 8521
- Email: Zameer@Wscc.co.za
- Communicated with managers of other departments to maintain transparency.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Developed and managed department budget to monitor financial performance and minimize expenses.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Corporate Billing Supervisor
Multichoice Africa Sub Sahara Broadcaster
Randburg
11.2006 - 12.2013
- Oversaw financial operations, producing invoices, processing payments and preparing deposits.
- Developed and implemented improvements to billing system to maximize efficiency, reduce delinquency and increase accuracy.
- Reviewed documentation for compliance with requirements and accuracy of information.
- Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
Customer Service Liaison
MultiChoice Sub Sahara Broadcaster
Randburg
03.2003 - 03.2006
- Account Management
- Retention of customers
- Billing and Sales queries
- Technical query troubleshooting, technical support using ITG’s.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Responded proactively and positively to rapid change.
- Answered constant flow of customer calls with minimal wait times.
Contact Centre Representative
MultiChoice Sub Sahara Broadcaster
Randburg
03.2001 - 09.2021
- Recruitment screening
- Interview panel
- Training new recruits
- Monitor and supervise cold calling
- Problem solving and escalation resolution
- Monitor agent sales, motivate and coach agents
- PIP discussion and development planning
- KPI monitoring.
- Worked well in a team setting, providing support and guidance.
- Provided professional services and support in a dynamic work environment.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Delivered services to customer locations within specific timeframes.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Proven ability to develop and implement creative solutions to complex problems.
Education
Bachelor of Arts - Communication Science-ongoing
University of South Africa
Certificate in Communication and Relationship Management - undefined
Marlene Ward International Leadership Academy
Information Technology
ML Sultan, Durban University of Technology
Grade 12 - undefined
Mahlasedi High School
Skills
undefined
Accomplishments
- Database Development - Developed over 167 000 of candidates from previously disadvantaged communities for One Connect Technologies In the train the trainer skills project
- Earned the “51club” Award in 2017 for Best new comer highest sales.
- Promoted to Operations coordinator after 7 months with the DashBPO.
- Collaborated with team of Training department at Auto trader in the development of Credit control training manuals.
Timeline
Operations Manager Call Centre
DashBPO
05.2022 - Current
Operations Supervisor
DashBPO
03.2020 - 12.2020
Operations Coordinator
DashBPO
01.2020 - 04.2022
Financial Advisor
Discovery
10.2018 - 12.2018
Finance Advisor
Old Mutual
07.2016 - 09.2018
Credit Control Supervisor
Auto Trader Print And Digital
07.2014 - 09.2016
Training Department Manager
One Connect Technologies
01.2013 - 04.2014
Corporate Billing Supervisor
Multichoice Africa Sub Sahara Broadcaster
11.2006 - 12.2013
Customer Service Liaison
MultiChoice Sub Sahara Broadcaster
03.2003 - 03.2006
Contact Centre Representative
MultiChoice Sub Sahara Broadcaster
03.2001 - 09.2021
Bachelor of Arts - Communication Science-ongoing
University of South Africa
Certificate in Communication and Relationship Management - undefined
Marlene Ward International Leadership Academy
Information Technology
ML Sultan, Durban University of Technology
Grade 12 - undefined
Mahlasedi High School
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