City of Johannesburg, Gauteng, South Africa
Experienced customer service professional with extensive knowledge and experience in logistics and CX. Currently managing a busy Contact centre at SkyNet Worldwide Express South Africa in a team supporting over 1000 staff, delivering high standards of customer experience and project management across a broad range of support functions including Customer Service, Operations, Administration and Social media. A highly organised, dedicated and motivated team player who works well under pressure to complete tasks to a high standard and to tight deadlines whilst maintaining professionalism at all times. Enjoys working as part of a team but also able to work independently using initiative when required within a busy environment.
In my role as a Customer Service Manager at Skynet Worldwide Express, I successfully manage a high-volume contact center in Gauteng, South Africa. I assist in coordinating new strategies to improve productivity and customer satisfaction, while also overseeing a team of analysts, call centre agents and social media team to ensure exceptional customer experience and handle escalated queries effectively.
• Managed warehouse stock control, overseeing administration and logistics, supervising staff, handling client billing, and coordinating distribution at Skynet warehouse. • Implemented efficient inventory management strategies to optimize stock levels and reduce costs. • Streamlined billing and invoicing processes, resulting in improved accuracy and timeliness. • Led training sessions for warehouse staff to enhance productivity and ensure compliance with safety regulations.
• Managed monthly staff roster for slots department at Monte Casino. • Facilitated training and development for new staff, ensuring seamless onboarding. • Coordinated team building activities to boost morale and foster teamwork. • Recruited new staff when needed, maintaining a high-performing team.
• Managed the slots floor and staff at Monte Casino in Gauteng, South Africa. • Provided exceptional client service and catered to VIP clients' needs. • Ensured adequate staffing levels to meet customer expectations efficiently.
• Supervised attendants on shift at Emnotweni Casino in Nelspruit, Mpumalanga, South Africa. • Managed sign in and sign off of staff, ensuring smooth operations. • Issued disciplinary actions for misconduct and motivated staff to maintain high performance levels.