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Reyaan V. Verified

Team Manager

Hourly Rate: R 100 ph

7 years experience

Cape Town

About Reyaan

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Hello, I'm a brain cancer survivor in Remission since November 2015 which was detected after surviving a near fatal motorbike accident which had me in a coma for 6 days and hospitalised for 6 weeks, with both arms broken, having to relearn how to walk and speak again. I reside in Kloof Street, Gardens, Cape Town and exploring new opportunities where my skills can add value and make a diiference. I have 15 years Call Centre Customer Service experience in various industries, i.e.: • Internet Banking (via telephone, email and internet forum) • Unit Trust Investments (via telephone, email and face to face) • E-Commerce Online Shopping (via telephone, email & webchat) In the 15 years of experience, I've been in Leadership for 4 years as a Team Leader and 2 Years as a Team Manager; which entailed: • People management • Leading and managing a high performing team • Quality Assurance Management (Auditing / listening to calls, e-mails and chat) • Coaching a team of 20 – 25 customer service agents who service customers via telephone, email & webchat with online ordering, delivery issues, digital downloads, technical troubleshooting, payment related queries & enquiries and effective communication (I’m a certified NLP Life Coach & HypnoTherapist) • 1-2-1 sessions • IDP Discussions • Interviewing • Achieving the attrition, absence and adherence targets • Providing real-time floor support to customer service agents for queries, complaints and escalations • Continuous improvement through Gemba, Kaizens and innovative thinking (I have a Lean Six Sigma Green Belt) I hold many qualifications / certifications, such as: • A+ • Customer Service Management • Business Communication • Wealth Management • Customer Relationship Management • Life Coach • NLP Practitioner • Body Coach • Hypnotherapy • Psychotherapy Additionally, I’ve also attended various workshops and webinars to further enhance my knowledge, skills and abilities.

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