Thumela Kilani

Manager of P&G customer service call center across South African and Kenyan regions, held multifaceted role, overseeing various aspects of client relationship management, account maintenance, and operational efficacy at Ipsos SA.

• Generating comprehensive reports for P&G outlining Consumer Relations account activities.
• Oversaw daily operations of 4 accounts with combined annual budget of 6 million.
• Ensuring Customer Relationship Management (CRM) system maintained complete records of every customer interaction.
• Collaborating with P&G's Brand Management, Safety Surveillance, and Quality Assurance teams to propose and discuss innovative business suggestions and establish goals for product improvement.
• Developing and tracking Business Continuity Plans to ensure operational resilience.
• Conducting performance reviews for call center agents and meticulously managing Service Level Agreements (SLAs), Key Performance Indicators (KPIs), metrics, and Key Performance Areas (KPAs), presenting analyses during weekly, monthly, and quarterly client meetings.
• Supervising teams to ensure adherence to quality standards, client requirements, deadlines, and smooth operation of business processes.
• Spearheading customer satisfaction management strategies and formulating operational plans, guidelines, and customer service strategies.
• Utilizing 5 RCA (Root Cause Analysis) techniques to identify and rectify inefficient business processes and policies.
• Taking lead in leadership development, coaching, staff recruitment, and training initiatives.
• Monitoring and reporting across various communication channels, such as Email, Telephone, Social Media, and Live Chat.
• Managing social media pages, ensuring strategic and effective online presence.
• Planned and executed new strategies to increase customer experience, loyalty and trust.
• Implemented cost saving strategies.
• Trained and monitored employees to maximize team performance
• Oversaw quality assurance processes, ensuring compliance with company standards and regulations in all aspects of customer service operations
• Conducted regular evaluations of team performance, providing constructive feedback and creating tailored action plans for improvement when necessary
• Managed customer complaints with empathy and professionalism, resulting in increased brand loyalty
• Developed effective communication strategies for better understanding of consumer needs
• Assisted sales departments in retaining key clients by providing exceptional support during resolution of consumer-related issues
• Analyzed consumer feedback data, identifying trends and areas for improvement
• Collaborated with cross-functional teams to develop and implement process improvements that enhanced overall consumer experience
• Leveraged industry best practices to optimize workflows within Consumer Relations department, increasing efficiency without sacrificing quality service delivery
• Implemented comprehensive training programs to improve team performance in handling consumer relations tasks
• Supported marketing initiatives by gathering accurate consumer intelligence information from various channels, such as social media or direct surveys
• Drove continuous improvement by consistently reviewing and updating policies, procedures, and best practices concerning consumer relations management
• Facilitated productive dialogue among management teams regarding ongoing challenges faced by Consumer Relations department as well as potential solutions
• Mentored junior staff members in their professional development, fostering positive work environment that encouraged growth and collaboration.
• Enhanced customer satisfaction by addressing and resolving complex consumer issues
• Negotiated favorable resolutions with dissatisfied customers through proactive problem-solving techniques, ultimately preserving long-term client relationships
• Streamlined complaint resolution procedures, reducing response time significantly while maintaining high-quality outcomes for consumers
• Successfully managed high-volume caseloads with strict deadlines while maintaining strong focus on delivering excellent customer experience
• Created detailed reports on consumer interactions, providing valuable insights for management decision-making
• Championed customer-centric approach by advocating for excellent service at every level of interaction between consumers and company representatives
• Established strong relationships with key stakeholders to ensure alignment of goals and objectives related to consumer relations management
• Defined and achieved project and overall organizational vision, strategies and tactics
• Conducted market and public opinion research related to company's reputation and positioning among key stakeholder audiences
• Conducted market analysis and monitored competitive activity
• Participated in internal, external, and crisis communications
• Supported Brand management teams and integrated partnerships using strategic initiatives

Provided supervision to four project supervisors and took charge of various facets market research projects. This involved overseeing project progress, managing client expectations, and ensuring fulfillment of project objectives. Responsible for both qualitative and quantitative reporting, data management, and facilitation of project KPI attainment.

led and inspired project team, instilled motivation to not only meet but exceed project KPIs. Additionally, conducted comprehensive presentations and briefings for senior teams, adjusting project workflows as needed. Fostered collaborative relationships with project teams, aiming to identify future capacity and capability requirements for effective project planning.

Aligned and maintained quality standards, enforced specific criteria to accomplish key objectives and project KPIs. meticulously reviewed performance against set targets, managed both risks and opportunities to optimize project outcomes.

• Supervised 15 - 20 agents, handling over 10 000 successful sample per month.
• Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth
• Championed process improvements, streamlining workflows and increasing overall efficiency
• Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality
• Assisted with recruitment efforts by participating in interviews, helping to select top talent for the call center team
• Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance
• Adapted call center operations in response to evolving business needs, ensuring seamless transitions during periods of change and growth
• Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures
• Reduced employee turnover rates through effective coaching techniques and ongoing support for team member success
• Ensured compliance with company policies and industry regulations through diligent oversight of daily call center operations
• Managed scheduling and shift rotations, ensuring adequate staffing levels to maintain optimal call center performance
• Promoted a culture of continuous learning, providing ongoing training opportunities and resources for call center team members