I have been in the Call Center -Customer Service-Operations industry for the past 16 years. I started out as an agent and worked my way up to team leader and then Contact Center Manager, i did all of this in the span of 9 years. I have mostly global experience as this is where i learnt about metrics, people and how a business actually works. I also learnt very quickly that people are at the heart of every business. I have worked for huge organisations such as Direct Axis, Stream Global and Amazon and eventually Woolworth Financial Services. I always wanted to bring what i learnt from my global experience and bring it back home "so to speak" to grow our very own local business's. I was given that opportunity at Woolworth Financial Services. Local business's operate at a very different level as a global one and when i started within Woolworth i worked very closely with other departments em-parting my knowledge gained. I was privileged to work in departments where change needed to be made in order for Woolworth's to have a stand point in the Global market, some of these changes i made was re-looking at current metrics where MI is concerned and educating as to where are losing money. Some examples of this was optimization with the current work force. I started out as processing and fulfillment manager and stayed in that role for 6 months and WFS. When i was in this role i identified that we were not operating to peak in terms of staffing and skills, i quickly created a multi-skilling plan to ensure efficiency's were created, we had staff that was doing one skill for years and now had the opportunity to do another skill which left the staff feeling fulfilled. I made some process changes with a few of the many tasks the processing departments had to do,
PROGRAMMING COMING SOON!