I have 19 years’ experience in customer care of which 15 have been at management level. I have been a leader of self, a leader of others and currently a leader of leaders, which has honed my abilities to lead, persuade and influence others. I possess strong managerial knowledge in people, processes and technology. I have worked in the telecommunications, finance, insurance, video entertainment sector and currently in the medical aid sector, this has given me a broad and holistic understanding of customer care and overall service delivery. In my current role , I am responsible for: Managing the Inbound Contact Centre Formulating departmental strategy in line with company objectives. Project Management. Driving performance and service level agreements. Setting departmental Key Performance indicators in line with company objectives. Stakeholder management. Managing the departmental budgets. Managing Customer satisfaction scores, first contact resolution and valued ads. Implement Coaching & Training Initiatives as planned. Conduct Employee Engagement and Leadership effectiveness scores Managing risk to the organization’s revenue stream by reducing journals and credits. Reporting on Contact center performance, daily, weekly, monthly and yearly. Assets management for the department. Analyzing departmental operations audit. Creating career pipeline at all managerial level and succession planning.