Z*****e

Installation Support: Junior Management/Supervisor
March 10, 1988

About Candidate

I’m a highly motivated installation support supervisor/junior management with 3 years+ of experience in
providing support and motivation to a team of about 20 agents, handling
management escalation queries timeously with precision, strategic operational
decision-making, and resource planning. I also maintain quality to ensure good customer service delivery at all times. Customer centricity is the highest priority in customer service management.

Location

Education

B
Bachelor of Business Administration 2023
Rosebank College

To be completed in 2023

S
Safety Management Certificate 2017
University of South Africa

- Workplace safety management - Root-cause analysis - Accident management - Work Environment Safety Regulation

M
Makabelane Technical High School 2007
Matric Certificate

Mathematics Physical Science Technical Drawing Electrical English South Sotho

Work & Experience

I
Installation Support: Supervisor/Junior Management June 2019 - To date
Tracker Connect Pty Ltd

- Manage strategic direction, commercial objectives and set the KPI's for the business Unit. - Responsible for the improvement and innovation of the services provided to the clients. - Responsible for managing and overseeing maintenance and technical support on products installed and serviced at clients. - Responsible for managing business unit personnel. - Collaborate with other departments to close operational gaps. - Address performance concerns via the correct HR processes including one on ones, performance improvement plans, warnings, and hearings. - Evaluate performance with key metrics (accuracy, call-waiting time etc.) - Actively seeking ways to improve team performance and processes and ensuring compliance. - Analyze monthly reports from Team Leaders and ensure action is taken to drive improvement and service delivery. - Intervene and resolve any conflict in the workplace. - Recruiting of new staff with the help of the HR Business partner. - Regular team meetings to discuss overall performance, goals, achievements, and areas to improve. - Input and control of the team budget, overtime claims, and tracking operational expenses. - Leave management of the Staff - Report the overall departmental performance to MANCO.

I
Installation Support: Second In Command April 2016 - May 2019
Tracker Connect Pty Ltd

- Managing the outstanding filtering and the dialer upload. - Doing call assessment to ensure quality is maintained by all agents in every call. - Supporting the team with skills coaching and guidance. - Overseeing the team in the absence of the team supervisor. - Ensuring agents understand and comply with all call centre objectives, performance standards, and policies. - Identifying operational issues and suggesting possible improvements. - Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action where need be. - Preparing reports and analyzing data to pick up trends that might affect the company’s commercial objectives. - Working with supervisors to share ideas and maximize good customer experience.

D
Dealer Demo Consultant Nov 2014 - Mar 2016
Tracker Connect Pty Ltd

- Loading dealer demo or prefit leads and signing-up contracts. - Arranging fitments for multiple demo/prefit vehicles loaded under a dealership demo account - Provide post-installation support to the fleet managers which includes sending units health checks and opening unit inspection service requests) - Account management and coordinate activities to close out all client queries. - Ensure the administration related to the clients are up to date and in an exemplary and professional manner. - Orchestrate and lead interdepartmental interactions in support of the client. - Communicate value and demonstrate Continuous Improvement to meet expectations. - Manage data in such a way as to improve the quality of reports provided to the client, keeping it updated, relevant, and accurate at all times.

A
Acquisition Agent Feb 2011 - Oct 2014
Tracker Connect Pty Ltd

- Contracting and data capturing. - Establishing, building and maintaining relationships with the Fitment Centre. - Generate customer interest in the services or products offered by the company. - Build internal and external relationships with stakeholders. - Responds to all customers via email and calls with willingness and appropriate tone and language. - Ensures follow-up action is taken when necessary and provides feedback to the customer. - Ensures own product, system, process, and policy knowledge is current. - Solve problems as effectively and efficiently as possible in reducing the time spent with each query.

C
Cashier & Store Supervisor Jul 2009 - Jan 2011
Tracker Connect Pty Ltd

- The encoding of transactions - Receiving payments - Cash up of daily sales - Enhancement of client relationships - Assistance with stock takings - Administrative tasks that are normally required to operate a successful retail business - Merchandising and general housekeeping - Assist customers with product inquiries

M
Merchandiser Jul 2009 - Jan 2009
Tracker Connect Pty Ltd

Display products in stores and ensure all necessary stock is always available. - Commitment to targets and objectives. - Keep up to date with and report on market trends and customer needs - Maintain up-to-date knowledge of company products

P
Part-time Voluntary Technical Drawing Tutor Apr 2008 - Feb 2009
Tracker Connect Pty Ltd

- Assisting high school learners and 1st-year university students with mats and technical drawing challenges to help them boost their marks.