Waseela Miller

 Personal Details Name : Waseela Surname: Miller Date of Birth: 19 April 1987 Identity number:- Address: Burgundy Hills Estate Bergbron JOHANNESBURG 1404 Contact number:- Email address:-Gender: Female Marital status:Married Dependents: None Nationality: South African Home language: English Other languages: English, Afrikaans Educational History Secondary education: Fred Norman high school Grade: 12 Year: 2004 Subject: Business Economics Economics Accounting Typing English Afrikaans Additional Skills and knowledge Client service skills To be a self-starter and able to act on own initiative Highly self-motivated Strong administration skills Excellent communication skills (written and spoken) To be a team player, with a ‘can do attitude’ Proactive, innovative thinker Relationship management skills Time management and attention to detail Computer skills(Excel,Word,Powerpoint ,MS Outlook) Effective interpersonal skills  Problem solving skills Strong sense of ownership and accountability Self confidence Active listening skills Ability to handle objections/ conflict resolution and stress Work Experience Organization: First Road Assist Period: September 2016 – Present Position: Team Manager /Call Centre Manager Tasks : Managing the daily running of the Call Centre, including both inbound and outbound functions, effective resource planning and implementing call Centre strategies and operations. Deliver and drive exceptional performance against departmental and Client KPI’s targets. Designing and implementing to ensure staffing compliment is in order based on forecasting and analysis of raw data (daily, weekly and monthly reports of raw data against call volumes). Ensuring team conforms to Standard Emergency Call Center Operating Procedures while handling the most complex customer complaints or enquiries. Reviewing the performance of staff by implementing Daily Quality Assessment, weekly Coaching and identifying training needs and planning training sessions. Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff Ensuring that Agreed Services Levels are met for the Various Insurance Clients (Auto & General, Miway, Kingprice, VW South Africa, Euro Assist, Alexander Forbes, PPS, mutual and Federal and Hollard) as well as compiling daily performance reports Recording statistics, user rates and the performance levels of the Centre and preparing custom reports as per the Clients requirements. Testing integrated system development and compiling required documentation. Carrying out needs assessments, performance reviews and cost/benefit analysis. Company: Absa Bank LTD Job Description: Credit Control/Supervisor (Foreign Exchange) Duties : Credit Approvals Credit applications Build and maintain client base Rate exchange Vetting applications Rate calculation Capturing and updating time sheets, Assess calls and capture exceptions Take/ deal with escalated queries or calls Schedule and organize shift patterns Set targets Submit regular reports to management Coaching and mentoring agents Conduct regular reviews Understand products services and procedures Company: Fabuline Job Description: Co-Owner Duties Complete store operational requirements Ensure availability of merchandise Formulate pricing of merchandise Prepare Budget Determine market strategy Marketing of merchandise Maintains the the stability and reputation of the store Maintains professional and technical knowledge by attending Workshops ect. Duration: 2015 August -Current Job Description: Team Leader MTN\WEBHELP Duties: Managing new recruits  Ensuring that rosters are adhered too Do day to day coaching  Ensuring that service levels are met Assisting them with the necessary product information. Liaising with the agencies in the event of disciplinary action Compiling of monthly KPI’S  Giving feedback to management as well as agencies on agents progress Taking supervisor calls in the event that agent is not able to assist the customer  Listening to agents calls and then coaching them Setting up monthly quiz Setting up coaching sessions with Quality assurance department. Coaching agents on new product information Training agents on new products Keep agents informed of changes as they happen Assist agents should they have problems at work or in their personal lives  Keep management informed of all disciplinary action taken Compiling a monthly report that contains agent’s progress from first day of the month to the last day of the month.  Manage, motivate, coach and develop consultants to optimize personal and business performance, using appropriate policies and processes e.g. CMS.  Ensure that all team members fully understand their key performance indicators and understand how to track and improve their own performance. Ensure consultants track and maintain their Personal Development Plans. Celebrate success and reward and recognize the contributions of all team members, fully participate in formal and informal reward and recognition procedures. Give regular, timely and motivational feedback to team members. ​ Duration Jan 2015 – Current Software used: Siebel PPS EBB MTRAX CSNMS USD PPMED RICA References Johan Smith - Manager Tazneem Sadan- Key accounts Manager Darish Morgan Divisional Manger- CURRICULUM VITAE OF Waseela Miller