Summary
Dyllon Moses has a strong belief in integrity and honesty.
With 4 years of Management experience in the Contact
Centre industry, Dyllon Moses demonstrates the ability to
contribute towards any dynamic team spirit that drives the
success of any brand and business with a student mentality
to always want to learn more and strong leadership
character to motivate and develop entrepreneurial spirits to
reach team goals. Holding himself accountable, taking
initiative and following through is something he strives
accomplish throughout his career. Dyllon Moses Believes in
Team work through great relationships, inside and outside
the office by helping others achieve their goals. Providing
that any environment is no challenge and can thrive, add
value, enhance sales and achieve business targets.
Dyllon Moses
TEAM LEADER
--Matroosfontein
Cape Town,South Africa
linkedin.com/in/dyllonmoses-83b230199
Education
Call Centre Operations
2016 - 2017
NQF 4
This qualification produces knowledge and skills to be able
to contribute to improved productivity and efficiency
within the Contact Centre industry. It provides the means
for current individuals in this field to receive recognition of
prior learning and to upgrade their skills, knowledge base
and also exposes individuals to a set of core competences to
give a broad understanding of Contact Centre operations
and supervision. The electives will allow for a specialisation
of competence in either a commercial or an emergency
environment.
Elsies River High
2009 - 2013
Matric
Passed with Subjects: HL English, FAL Afrikaans,
Mathematics Lit, Economics, Business Studies & Accounting
Skills
Relationship
Building, Communication,
Integrity, Awareness, Microsoft
Office Applications, Empathy,
Innovative, Professional,
Problem Solving Skills,
Entrepreneur, Marketing, First
Aider
Languages
English, Afrikaans (Fluent)
Interest
Music, Performing & Visual
Arts, Travel, Reading, Business
&
Marketing
References
Scott Jamison
Head of Support
Clipboard Health
Experience
Clipboard Health (6 Month
Contract)
Mar 2022 - Sep 2022
Team Leader
Directly responsible for managing a team of 5 - 10 webchat
and email agents, having the task of trying to improve the
quality of each individual employee to be able to reach client
SLA's and KPI's set in place and complete a range of
administration and management tasks (including attrition
management and interviews). The position required high
technical knowledge on applications and computer systems
as the role was based around a Mobile application and
online chat portals.
Teleperformance SA
Buzwe Lisa
MI Business & Site Lead
Teleperformance SA
Simba Lumbe
Head of SME's
Teleperformance SA
March 2019 - Jan 2022
Team Leader
Directly responsible for managing a team of 12 - 25 call
centre agents, having the task of trying to improve the
quality of each individual employee to be able to reach
client SLA's and KPI's set in place and complete a range of
administration and management tasks (including attrition
management and interviews). The Team Leader position
also requires perfect product and system knowledge.
Teleperformance SA
Anasha Floris
Assistant Call Centre Manager
Teleperformance SA
Aug 2018 - Feb 2019
SME & Complaints Manager
Fabian Van Rensberg
Team Leader
Teleperformance SA
Heather Bonthuys
Team Leader
Teleperformance SA
Human Resources
Recruitment
Webhelp SA
Responsible for all Subject Matter Experts and Complaints
team.
Main function is to manage a team of complaint handlers to
effectively resolve customers complaints whilst managing
the behavior of the team daily. Functions included writing
detailed daily complaints report for the campaign, quality
check work done weekly, scheduling and find root causes
Judith Ciya
Owner
PerDm
Reasons for Leaving
for complaints to avoid them in future. Completing and
executing call calibrations for complaints too and
monitoring call performance and outbound emails to
vulnerable customers.
SME Management Functions Include:
•Managing productivity and visibility of SME's
•Effective scheduling
•Daily and weekly reports on stats (SME's & Complaints)
•Completing and sending compensation cheques for
complaints for the
entire campaign
• Authorities higher license referral queries
Teleperformance SA
Apr 2018 - July 2018
Subject Matter Expert
Core function is to provide adequate support at all times to
agents in need of help. Assistance with escalations in
absence of Team Leaders and also manage behavior in
general regarding timekeeping e.g. acw, hold etc. Weekly
call calibrations done for Quality Assurance.
Teleperformance SA
Teleperformance SA
- Father passed away and
mother needed urgent and
additional support at home.
Resigned on good terms.
EXL Services
- Got a better income
opportunity with family
business to bring more money
that was needed into my
household. Resigned on good
terms.
Webhelp SA
- Better Salary and Growth
opportunities with EXL
Services.
Resigned on good terms.
Oct 2017 - Mar 2018
Customer Service Insurance Advisor
Main function is to handle calls regarding our customers
motor insurance. From changing policy terms and cover,
selling policy to retaining existing.
EXL Services
Clipboard Health
- 6 month contract expire.
Mar 2016 - May 2017
Insurance Advisor
Inbound Insurance advisor for United Kingdom based
clients, namely Direct Line and Privilege. Responsibilities
include amending motor insurance policies, up serving
breakdown cover and Handling all team complaints.
PerDM
- Commission Only Work.
Required a more stable income
for my family. Resigned on a
good note.
Webhelp SA
Aug 2015 - Mar 2016
Customer Service Advisor
Inbound Customer service call centre agent working in the
Vodafone campaign. To assist United Kingdom based
customers with network and cellphone contract issues,
advice, payments transfers and complaints and any other
queries regarding their cellphone, Wi-Fi, mobile broadband
or Vodafone recorded account.
PerDM
Feb 2014 - May 2015
Training Manager
Training candidates for fast track management skills
development. Involved in and conducting interviews and
developing strategic plans for team members to ensure
continual growth with the company. The role also include
selling financial services for clients
such as Ackermans, Hollard and Edcon.
Dyllon Moses
