Shaa-iq Roubain
Merchant Service Teamlead
Wynberg
Summary
Dynamic team leader with expertise in payment gateway solutions and a proven track record of managing and mentoring a team of specialists. Skilled in driving operational excellence, enhancing system efficiency, and fostering collaboration to achieve business goals. Adept at problem-solving and delivering results in high-pressure environments. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures and optimizing employee talent to ensure streamlined operations and maximum success.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Merchant Service Team Lead
PayFast by Network
Cape Town
01.2022 - Current
- Provide support to all internal and external customers proactively leading by example to foster a continual improvement culture
- Lead and manage a team of Merchant Service Specialists by setting performance goals and providing coaching, mentoring and guidance
- Foster a customer-centric team culture focused on delivering outstanding merchant experiences at every interaction
- Inspire and motivate the team, guiding them towards achieving their goals
- Conduct regular team meetings and provide/ arrange ongoing training to enhance team performance as well as promote growth within the team
- Conduct 1-1 documented monthly check-in’s and ad hoc where necessary
- Evaluate customer feedback and identify opportunities to maximise customer satisfaction
- Ad-hoc activities as necessary
- Merchant Support:
- Ensure overall set service goals are achieved consistently
- Oversee the handling of inbound and outbound merchant inquiries, including questions, issues, and requests for assistance
- Ensure escalation of complex merchant issues to appropriate departments to ensure timely resolution thereof
- Ensure accountability is maintained at a Merchant Support level and Team Lead level
- Maintain a comprehensive understanding of the company's payment processing services and solutions to assist merchants effectively
- Quality Assurance:
- Set and maintain a QA framework of 2% quality review per Merchant Service Specialist per month
- Monitor and evaluate the quality of interactions between team members and merchants through call monitoring, case reviews, and feedback
- Implement and maintain quality assurance standards to ensure consistent service excellence
- Identify areas for process improvement and drive initiatives to enhance service efficiency
- Reporting and Analytics:
- Generate and analyse reports related to team performance, merchant satisfaction, and key performance indicators (KPIs)
- Ensure business insights are tracked and documented for the purpose of identifying areas of opportunity within the business with the aim to uplift service levels via Technology enhancements / fixes
- Use data-driven insights to make recommendations for optimizing team operations and processes
- Training and Development:
- Team Lead – Training and Development
- Identify training needs within the team and facilitate training programs to enhance product knowledge, customer service skills and individual improvement and growth
- Keep the team informed about updates to payment processing systems, industry regulations, product updates and best practices
- Customer Relationship Management:
- Act as an escalation point for merchant issues, ensuring prompt resolution and customer retention
- Gain insight of the experience and assess areas of opportunities to be shared with the team
- Compliance:
- Ensure all Compliance Training is completed within prescribed deadlines
- Ensure team members adhere to all industry regulations and company policies related to payment processing and data security
- Stay informed about changes in industry regulations and update team processes accordingly
Operations (Customer support officer)
PayGate
08.2021 - 08.2022
- Managing, motivating, and coaching my team
- Ensuring that call handling and quality standards are constantly high in accordance with QA procedures and service level agreements
- Making use of and analysing management data, KPIs, and SLAs to improve team performance and find possibilities for process improvement
- Looking into and settling contested customer service concerns within the established time frames, whereby this includes the escalation of client grievances
- Providing training where the need is necessary
- Ensuring that every employee is productive and responsible
- Training customer service employees’ various skills and abilities
- Present team statistics, one-on-one meeting results, suggestions for staff development, staff performance difficulties, and discussion of action plans
- Managing team performance in line with the organization's performance management procedure to guarantee the accomplishment of set goals and key performance indicators
New Service Administrator
WebAfrica
Cape Town
07.2019 - 05.2021
- Company Overview: Brand owner to fibre providers
- Training and networking
- As a brand manager for one of the largest fibre providers in South Africa I was responsible for networking and maintaining a healthy relationship between brand and service provider
- Organize and facilitate training of new hires
- Upskill peers on processes and policies regarding my brand
- Regular engagement with various stakeholders in order to maintain consistent level of excellence
- Customer Satisfaction
- Drive the focus on improving the customer experience on every transaction through call listening, quality checking, coaching and feedback
- Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
- Drive team’s performance on systems and all metrics in accordance to the contractual obligation
- Resolve all customer queries effectively and efficiently
- Communication and feedback
- Handling all fibre related queries (telephonic, email and chat)
- Managing fibre installations and accounts up to activation
- Liaising with various fibre providers
- Handing of irate/escalated customer queries
- Operational excellence
- Adhere to scheduled shifts, rostered start times, end times, break times and any scheduled activities
- Adhere to service centre policies, procedures, code of conduct and legislative requirements
- Brand owner to fibre providers
Category Specialist
HomeChoice
Cape Town
08.2015 - 01.2019
- Opening of customer accounts, assistance within the self-help kiosks i.e
- Web, range, order placing etc
- Processing of customer orders, through facilitation of entire customer journey aligned to system policies and procedures
- Assisting walk in customers with account queries and booking in of faulty devices
- Facilitate daily administration duties aligned to customer service, vetting, order and query resolution
- Ensure that you are up to date with the catalogue and HomeChoice Products specific to FoneChoice product category
- Ensure that you are aware of any competitor products and understand how to up sell
Administrator
HomeChoice
04.2013 - 08.2015
- Attend to logged customer queries in line with query resolution principles established by the Company
- Contact customers in order to gain information, provide feedback, and follow through on resolving and tracking their queries
- Make contact with internal departments and external parties in order to gain further information or seek solution to customer queries
- Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
- Reach performance targets relating to productivity
Customer service agent
HomeChoice
02.2012 - 04.2013
- Ensuring quality standards are met as set out by line manager/targets
- Ensuring that KPls are met consistently (after call work, adherence, average handling times, talk times)
- Constantly resolving customer's issues on their first contact with us
- Demonstrate ownership of all customer follow ups
- Demonstrate sufficient technical knowledge with regards to products and company procedures
- Go beyond customers' expectations and exceed performance targets in line with FoneChoice business Goals, brand values and appraisal and development system
- Assisting with technical duties
- Repairing of returned products and stock counts
- Providing excellent customer service to walk in customers on a daily basis
Sales Assistant and Administrator
CelluCity
Cape Town
04.2009 - 02.2012
- Company Overview: Vodacom
- Activating and processing new cellular contracts
- Marketing of new products
- Cellular upgrades, repairs and insurance claims
- End-of-Day cash balancing
- Daily banking
- Stocktake
- Handset problem queries
- General routine admin functions
- Vodacom
Service Centre Operator
Edgars
11.2008 - 04.2009
- Execute Promotions and Sales
- Cashier
- Customer Service
- Assist with account queries
Education
National Diploma - Business Management, Business Administration, Economics, Accounting, Business Communication, Computer Studies
Cape Peninsula University of Technology
Cape TownHigh School Diploma -
South Peninsula High School
Cape Town 01.2003 - 12.2007
Skills
Proficient on MS Office Package (Word, Excel, PowerPoint & Outlook) Plugins, shopping carts, integration, merchant experience, customer satisfaction
CRM software
Complaint handling
Data reconciliation reporting
Quality control
Front-end supervision
Personal Information
- Identification Number: 9001185227088
- Ethnicity: Coloured
- Dependents: 2
- Nationality: South African
- Driving License: Yes (Code 8)
- Marital Status: Divorced
Timeline
Merchant Service Team Lead
PayFast by Network
01.2022 - Current
Operations (Customer support officer)
PayGate
08.2021 - 08.2022
New Service Administrator
WebAfrica
07.2019 - 05.2021
Category Specialist
HomeChoice
08.2015 - 01.2019
Administrator
HomeChoice
04.2013 - 08.2015
Customer service agent
HomeChoice
02.2012 - 04.2013
Sales Assistant and Administrator
CelluCity
04.2009 - 02.2012
Service Centre Operator
Edgars
11.2008 - 04.2009
High School Diploma -
South Peninsula High School
01.2003 - 12.2007
National Diploma - Business Management, Business Administration, Economics, Accounting, Business Communication, Computer Studies
Cape Peninsula University of Technology
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