Mashego - Customer Care Manager And Trainer - Johannesburg, GP, South Africa

Lucky Mashego

Johannesburg, GP, South Africa

Services

Customer Care Manager And Trainer

Summary:

Customer care experience based on Training and management for more 3 years in a UK based company (Virgin Mobile U.K). Have also worked for Telkom Mobile as Team Manage so, I have more than 3 years Team Management experience and credited as operational trainer to create training materials and conduct all the up-skill training for Virgin Mobile for the time frame that I work for them. Been rated top Team manager 2012. Currently available with immediate affect

Work History

Contact Numbers

January 2013 - September 2013

Reference: Trevor Moketeno (ACCM)
Contact Numbers: 0728150508
Reference: Thomas Sibanda (ACCM)
Contact Numbers: 0840658978

Team manager

Aegis Global

October 2010 - January 2013

Duration: 2010 October till 2013 January

Reference: Thomas Sibanda (ACCM)
Contact Numbers: 0840658978
Reference: Trevor Moketeno (ACCM)
Contact Numbers: 0728150508

Company: Aegis Global
Occupation: Team manager
Campaign: Telkom Mobile

Duties: Management of team of 12 - 20
Interview and select new recruits.
Establish minimum staffing levels and ensure minimum
staffing to cover for holidays/sickness as agreed with
Operations
Develop team and individual strengths and weaknesses through constant on-the-job coaching sessions and monthly
MAP discussions.
Team trackers accurate and up to date.
Motivate and recognize performance in team and individuals in order to improve or maintain performance.
Down time management.
Training of accredited representatives.
Accreditation and training of new staff.
Customer service Escalations and complaints.
Serving Customers.
Set-up in training material.
Virgin related refresher courses.
Analyze performance data to develop individual and team
performance.
Center monthly assessments.
Evaluating Calls and feedback
Prepare weekly and monthly reports on team performance against targets.


Ensure all operational targets and service benchmarks is
achieved
Daily feedback on performance

Team manager/ Product specialist and Trainer

Contact Numbers

June 2008 - October 2010

Duration: 2008 June -2010 October
Reference: Thomas Sibanda (ACCM)
Contact Numbers: 0840658978
Reference: Micheal Ridricos (H.R)
Contact Numbers: 0823083652


Company: Aegis Global Outsource
Occupation: Team manager/ Product specialist and Trainer
Campaign: Virgin Mobile UK

Duties: Management of team of 12 - 20
Interview and select new recruits.
Accreditation and training of new staff.
Customer service Escalations an complaints.
Serving Customers.
Documentation of processes and procedures.
Establish minimum staffing levels and ensure minimum
staffing to cover for holidays/sickness as agreed with operations.
Set-up in training material
Training new contract skilled agent
Virgin related refresher courses
Training of accredited representatives
Ensure all operational targets and service benchmarks is
Achieved
Develop team and individual strengths and weaknesses through constant on-the-job coaching sessions and monthly
MAP discussions.
Prepare weekly and monthly reports on team performance against targets
Motivate and recognize performance in team and individuals in order to improve or maintain performance.
Couching (CSR's Performance)
Center monthly assessments
Evaluating Calls
Monthly performance presentations
Daily feedback on performance

Qualifications & Certifications

Engineering Science N

South West Gauteng College

English

Hyde Park High school

Skillpages has been acquired by Bark.com!

Bark.com is pioneering the way people find local services. Skillpages is the world’s premier directory of service providers.

Find out more

Are you sure that you want to leave?