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Member Profile

Olebogeng Khubile (15 Yrs in the industry)
Senior Manager Client Operations
AfroCentric Group (Medscheme)
Past:Multichoice South Africa
Metropolitan Health Group
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About Me, My Hobbies & Interests!

I am a seasoned professional with over two decades of extensive experience in customer service management, contact centre operations, and strategic management, distinguished by my thought leadership and a strategic vision that has consistently driven customer-centric initiatives. With a Bachelor of Arts in Communication Science and certifications as a Customer Journey Mapping Architect and a Green Belt Lean Six Sigma specialist, I bring a robust combination of academic knowledge and practical expertise to the role. At the forefront of my recent achievements, is accolade of Best Customer Experience winner at the Global Contact Centre Awards in London for the AMEA region, which underscores my commitment to excellence in customer engagement. Currently I am serving as a Senior Manager at Afrocentric/Medscheme, I have demonstrated my prowess in managing client operations, driving performance, and ensuring service level agreements are met. My current role involves setting departmental Key Performance Indicators, managing stakeholder relationships, and instituting continuous improvements to elevate the Voice of Customer (VOC) while striving for operational efficiencies and cost containment. Previously, I honed my skills at MultiChoice, where I was a Senior Manager responsible for call centre management, compliance, and stakeholder management. This role built upon my extensive background in contact centres, where I excelled as a Workforce Analyst for various companies including Telkom SA, First National Bank, Telesure Group, and MHG. My responsibilities encompassed forecasting contact centre workload, scheduling, and providing comprehensive reporting to clients. My earlier career as a Call Centre Agent laid the groundwork for my deep understanding of customer interactions, handling telephonic account enquiries, and resolving complex billing issues. My career trajectory is marked by a consistent pattern of growth, from frontline customer service to a strategic leadership role. My specific skills extend to stabilizing departments by reducing attrition, implementing call reduction strategies, and fostering a culture that encourages self-service and the utilization of digital platforms. I am a champion for people development, creating career progression and business continuity plan. In summary, I am highly skilled professional with a proven track record of driving customer service excellence and operational efficiency in dynamic and challenging environments. My leadership abilities, combined with my strategic insights and dedication to people development, makes me an invaluable asset to any organization aiming to elevate their customer service standards and business performance.

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