Resume
Of Euodia (Jody)Jacobs
Attention: HUMAN RESOURCE DEPARTMENT
My name is Euodia Maronette Jacobs and I have a vast amount of
experience in both the Financial and Contact Centre industries,
amounting to over 20 years of experience. Roles that I have
occupied varies from Collections, Debtors, Tracing and Product
Consultant, to Credit Card Team Leader and then later to Operations
Manager, Acting Call Centre Manager, Compliance Manager, Fraud
Manager, and Inductions Manager. My aim is to persevere and obtain
my MBA degree. I have also completed numerous training programs
which can be viewed in my resume.
I have strong interpersonal skills and the ability to relate and
communicate with individuals from all spheres of life on both a
social and a professional level. I pride myself in my diverse
working experience which allows me the privilege of having a
greater interaction and communication with all; People Development
being my core passion. Honesty and a goal orientated work ethic are
also amongst the qualities that I embody; accompanied with a strong
sense of self and a tasteful sense of humor. I also see myself as
an individual that favors structure and I believe that I am
equipped with good analytical and problem solving skills as well as
a high level of attention to detail to create this structure. I
believe that I am assertive in my actions and I use initiative to
make sound decisions for the progression of an organization. I am
punctual, hardworking, highly committed, loyal and dedicated to
delivering the highest levels of quality.
Specific information regarding my qualifications and work
experience is recorded in my attached Curriculum Vitae and I hope
you will find my resume favorable
Yours Sincerely,
Euodia Maronette Jacobs
[email protected]
083 373 5213PERSON AL IN FORM ATION
Date of Birth: 09 April 1967
Contact Details: 083 373 5213
Email Address: [email protected] Nationality: South
AfricanMarital Status: Single Gender: FemaleChildren: 1 daughter 28
years old Languages: English and Afrikaans Health: GoodCriminal
Record: None
ED U C ATION AN D Q U AL IFIC ATIONS
SCHOOLINGSchool: Kasselsvlei S.S.S
Highest Standard Passed: Matric Year Completed: 1984Subjects:
English, Afrikaans, Needlework, Business Economics, Domestic
Sciences. Biology ADDITIONAL CERTIFICATIONSInstitute Attended:
Kagiso Leadership School Course completed: Retail Management
Diploma
Institute Attended: Emmanuels Advanced
Course completed: Fundamental Leadership Training NQF 4
NQF Level 6 Management Diploma (USB) 2015
ADDITIONAL CERTIFICATESGlobal Business Solutions / Disciplinary
workshop
MERCHANTSMerchants/ Performance Management Program
2011Leadership Foundation Program 2011
Module 1: Leadership and Management Module 2: Communication and
FeedbackModule 3: People Management and Customer Service
Satisfaction Labour Relations Training/2011
WORK EXPERIEN C E
TELEPERFORMANCE: CUSTOMER EXPERIENCE MANAGER (VODAFONE)
01 June 2016 till 31January 2017current 7 Contract
PositionEnsuring Customers receive first class, excellent service
always within Teleperformance Cape Town. The Customer Experience
Manager will ensure that the agent groups have the relevant
knowledge, learnings, feedback and support to deliver the right
answer to our customers each time.A Customer Experience Manager
will work with 15 Vodafone Customer Relationship Managers and
theassociated agent population (FTE of approx. 550) The Role
CommunicationHold governance meetings with Customer Relationship
Managers each day, week and month to ensure that all activities and
priorities are achieved
Be responsible for the understanding and application of all Team
Times, Need to Knows and Take 5s within each Customer Relationship
Manager
To ensure that system utilisation and knowledge tools is at
required levels every day across Vodafone campaign
To regularly communicate to the CCM any issues of Customer
Experience, insights and solutions to improve resolution for
customers
To work closely with the Account Manager and CCM on customer
insight initiatives, analysis and communication to Vodafone client
and TP Exec
Customer Insight and AnalysisTracking, consolidation and
reporting of all QTL, monitoring and detractor analysis on Vodafone
account
Provide insights into: behavioural issues, learning gaps and
upstream initiatives to improve Customer Experience and
resolution
To ensure regular review into cases of unsatisfactory customer
experience (People Failures, Resolution Desk, Customer Care
Breaches, Detractor Comments and other related matters) on a
regular basis to understand insight and learnings for agent
group
To raise issues that prevent customer experience in a quick,
efficient manner each time they occur (such as system outages,
profile issues and products)
Performance Management and GovernanceTo ensure that all
escalations, feedback and support to agents are provided each day
by CustomerRelationship Manager
To observe, coach and motivate the Customer Relationship Manager
each day, week and month to ensure that all consequences are
understood for staff on Vodafone who do not deliver thestandards of
customer experience
Working closely with ACCMs and Support ServicesTo ensure that
feedback is constructive to ACCMs and Support Services in matters
of customerexperience
To ensure that Customer Experience remains a focus in all
conduct and working policies of Senior Leadership team
To escalate any Team Leader issues regarding Customer Experience
into the relevant ACCM.
Quality, Coaching and TOPSTo ensure the required number of
monitors are completed each month for Customer Experience Insight
(remotely and side by side)
To attend training, calibrations on quality and customer
experienceTo provide coaching and support using TOPS methodology to
Customer Relationship Manager
Skills and AttributesAbility to influence internal and external
stakeholdersAttention to detail and excellence in all aspects of
work outputs A passion for Customer ServiceReport writing and
insight analysis
Experience & RequirementsMinimum of 3 years
Telecommunications experience working with British Customers
Minimum of 2 years Leadership experienceExperience of Second Line
Management would be beneficialUnderstanding of tNPS and Customer
Experience initiatives, metrics, insights and policies Shift work
is a requirementDealing with confidential information Intermediate
proficiency in MS Office (Full Suite)
QualificationsMatric/NQF Level 4 would be ideal
KPIs KPIDefinitionTargetFCRFCR is measured by reviewing repeat
calls from Vodafonecustomers across the agent group the Customer
Relationship Manager is responsible for70% FCR or abovetNPStNPS is
measured by immediatecustomer surveys from Vodafone customers
across the agent group the Customer Relationship Manager is
responsible for10% tNPS or aboveTransfers %Transfers made should be
necessary, acceptable and followall Vodafone guidelines; measure
across the agent group theCustomer Relationship Manager is
responsible for20% or belowKnowledge ChecksOngoing knowledge will
be assessed of agent group onsystems, products and updates100% of
agent group and Customer Relationship Managershould be competent
always and a clear pathand understanding for skills/knowledge
gapsTELEPERFORMANCE: ASSISTANT CALL CENTRE MANAGER (VODAFONE)
16 November 2015 22April 2016 Retrenched
Duties:
People Management Leadership
Leads by example in living the values of the
organisation.Ensures the department is fully equipped to handle the
work load and distribute work flow.Coaches to ensure a full
understanding of consequences of errors.Creates an environment that
fosters team work and co-operation amongst team members.Creates
awareness of Vodafone strategic objectives and their alignment to
the department and company objectives.Communicates effectively,
building and maintaining relationships.Ensures consistent
compliance to company policies and procedures, corporate governance
and
relevant legislation. Attraction & Selection
Ensures appropriate staffing and action accordingly.Identifies
need for creation of position and forward recommendation to direct
manager and HR.Ensures appointments are in line with EE targets /
strategy.Selects and places candidates in terms of agreed
recruitment and selection process.
Retention
Develops and empowers people, recognizing and rewarding
value-added performance. Training and Development
Continually strives to up-skill and motivate staff through
effective leadership, mentoring, coaching, performance improvement
and the creation and implementation of individual development
plansMonitors implementation of training needs as per individual
development plans.
Career Path Succession Planning
Identifies, manages and develops talent. Performance
Management
Sets direct reports quantitative and qualitative performance
objectives and ensure individual performance objectives are in
place and reviewed to meet organizational and individual
needs.Ensures bi-annual performance reviews take place with direct
reports, identifies poor
performance and takes corrective action.
Operations Management
Manages operational costs through effective resource
management.Ensures that the required metrics and measures are in
place and monitored to provision the
management of the client SLA and contractual agreements.Takes
responsibility for the ongoing support of the operations to ensure
sustained and profitable growth throughout the contractual
lifecycle.Ensures all the necessary operational policies,
procedures and processes are clearly documented,
regularly reviewed and cascaded throughout the operation.Ensures
the production of relevant, useful and professional reports as
required by the client in
order to provide intelligence for operational
improvements.Identifies areas of improvement in systems and
processes that operate within the centre and to
plan, design and implement action within the business
protocols.Assumes accountability in any projects undertaken by the
business unit, ensuring that effective
management occurs and deliverables are achieved in a timely and
cost-effective manner.Ensures consistency and standardisation with
the client's other operations.
Client Engagement
Maintains positive client relationships and alerts management to
operational delivery issues.Provides effective operational client
management and ensures that all client engagements are
managed professionally and ensures that these demonstrate the
Merchants values always.
Systems
NiceInfinitySiebelCCMS/ CMSAvaya
Reason for leaving: Retrenched
RCS: FRAUD TEAM LEADER
2nd December 2013 till 15 November 2015
Duties:
Handling Inbound Call Centre w ith Head Count of 15 agents:
Fraud and General queries
Agree set goals with team members covering performance, quality
and development areas;Focus on career and skills development of
team members;Resolve people-related problems e.g. conflict of
interest, absenteeism and disciplinary matters;Drive the
achievement of targets;Manage and maintain focused and highly
motivated team members;Coach and develop team into a
high-performance culture;Manage staffing needs, productivity and
quality;Manage Employees by ensuring continuous communication,
feedback, motivation and Company behaviors have been livedHandle
Internal and External Customer Services compliments,
complaints;Accurate Reporting;Ensure company policies and
procedures are communicate to the team;Ensure that daily/monthly
Contact Centre targets are met.
SystemsVerintVision plusAlpha plusCMSITSXDS &ITS
Reason for leaving: Better job opportunity
MERCHANTS: OPERATIONS MANAGER June 2008 January 2013
Supporting Functions Acting Call centre manager /Compliance
Manager
Duties:
People Management
Ongoing coaching and support of Senior teamDay to day management
of Senior teamDocument Team Leaders Personal Development
PlansRegular communication to Team Leaders and Call Centre
AgentsDevelop performance promises for all Team Leaders and conduct
mid -year and annual reviews
Customer relations
Management of customer escalations and complaintsEnsure
operational delivery is in line with contractual obligationsAttend
calibration sessions
Reporting & Administration
Provide relevant internal and external reports as per the
business unit requirementsAnalyze business data identifying and
highlighting trends to the management teamMonitor absenteeism and
adherenceCompile ad hoc reports as and when requiredSubmit relevant
reports to the management team as and when requiredAnalyze
operational data and take relevant actionReview and redesign of
current reporting tools to meet the Management Information
requirements of the organizationEnsure Agent time sheets are
accurately completed and timorously submitted
Staff Management & Development
Act as an on brand role model to lead and coach staff, ensuring
they are up to date with all aspects of iiNet products, processes
and service level standards.Work with the Contact Centre Manager to
plan and implement the coaching and developing of staff in line
with broader departmental direction and objectives.Work with the
Contact Centre Manager to identify emerging leaders and undertake
an active program of development plans, coaching and mentoring.In
line with the A+D process review employee performance in a formal
capacity and provide feedback.
Identify skills gaps and development opportunities.Contribute to
the recruitment and selection process by interviewing and informing
selection decisions as required.
Operations Management
Manage staff adherence to rosters, attendance and leave to
ensure the optimum level of customer service resources is
available.Help to minimize call volume when major outages affect
the Contact Centre.Authorize customer credits and refunds as
required.Take ownership of escalated customer service issues and
manage the effective resolution as required.Work with other
Customer Service Managers and internal departments as necessary to
re-direct workflow and customer requests to ensure timely and
effective resolution of issues.Supply a monthly report to the CCM
on Team performance.
Contact Centre Performance
Ensure excellent service is provided to all iiNet customers by
managing performance on a day-to- day basis to ensure targets are
met.Achieve Customer Acquisition targets through customer centric
service delivery.Achieve Customer Retention targets.
Management and Development
To assist in the development and training of CSMs, seniors and
CSRs with leadership potentialEnsure adherence to guidelines and
operational protocols and or business processes.Create a culture
that supports our learning organization.Develop clear succession
planning in line with Customer Service Operations plan and ensure
that all Team Members have a documented plan in place.Where
appropriate, become involved in the analysis and resolution of
staff management issues to ensure the smooth running of the Centre
in line with brand values and performance targets.
Customer Relationship Management
Represent iiNet to facilitate the resolution of customer
complaints and disputes as required.
Communication
Facilitate effective communication channels between all Customer
Service team members to ensure knowledge is shared and updated as
required.Ensure regular and effective communication with direct
reports including a balance of formal and informal meetings by
liaising with the WFM team to ensure that rosters are unaffected
and shrinkage targets are met.Provide regular updates to management
on a formal and ad-hoc basis as required.Attend wider team meetings
within the Contact Centre as required
Reporting
Provide performance statistics against targets and
weekly/monthly update reports to feed into management reporting as
required.
Business Improvement
Identify opportunities for improvement in systems and processes
and propose solutions as appropriate.Champion a focus upon business
improvement and encourage ideas and suggestions from Customer
Service teams.
Project Management
Contribute to any projects undertaken by the department,
ensuring that effective participation occurs and deliverables are
achieved in a timely manner.Contribute to or manage any projects as
delegated within the Virtual Call Centre environment.On the site
Reward and Recognition program.Coordinate all local promotions and
incentives with iiNet Marketing department.
Occupational Safety and Health
Responsible for taking reasonable care to ensure own safety and
health at work, and to avoid adversely affecting the safety or
health of any other person at work.Play an active leadership role
in reducing risk and injury in the work place.
Responsibilities on DemandDue to the fluid and dynamic
environment within iiNet, new, additional or changed position
responsibilities may be required at any timeSuccessful
demonstration of Change Orientation is an on-going responsibility
in all iiNet positions.Deputize for the Contact Centre Manager when
required. Reason for leaving: Resigned started my own Interior
design business
WO O LWORTHS CREDIT MANAGEMENT
All information Related to Woolworths below is from the period 1
July 1994 to 30 th June 2008
Job Title: Debtors Clerk June 1994 May 1997 Duties:Team Leader,
Accounts departmentDealing with agencies, handover of accounts
Complying stats for team on theWeekly & monthly basis. Itc (ITC
(Information Trust Corporation.) ExperianCredit bureau. Co-
Coordinator for the Credit Management Team
WO O LWORTHS (Tracing Department)
Job Title: Legal Tracing May 1997 Oct 2001 Duties:Team Leader,
Tracing of all different accounts,Bltl (Cyber trace), Itc (ITC
(Information Trust Corporation.) ExperianCredit bureau. Updating
& Listing on the bureaus. Complying with weekly & Mthly
stats & staffing.Co- Coordinator for the Credit Management
TeamRefer attachment project set-up by myself to enhance my
teamMembers understanding of how stores operate.
WO O L WO RTH S F I N A N C I A L S E RV I C E S
Job TitleConsultant WFS Desk Canal Walk O ct 2001-Jan 2002(Pilot
Project)
Duties:
Dealing with selling of all products of WFS, Customer Services
desk.Escalated queries of accounts, and writing new deals on all
productsCashing up, loading of ATM machines at WFS desk,Requesting
money from bank to load ATM machines. Daily stats, staffing.
WO O LWORTHS SERVICE CENTREJob TitleCustomer Service Consultant
/Coach Jan 2002 Jan 2006
Duties
Coaching & feedback, to enhance delivery to
customersTraining and coaching of team members & new
recruitsManage escalated queries Support the technicalE-mail
correspondence: Dealing with correspondence of customers &
E-mail back with feedback. Arrangements via E-mail on accounts
Turn-around time for E-mail's is 24 Hours.
Dialler
Outbound calls only: Need to ensure that number of connects have
been reached per hour 30Connects per hour & 15 right party
connects per hrs.Information linked with the dialer is QA = quality
assessment of calls which is 90%?Loading of different campaigns for
staff to work daily
WO O LWORTHS SERVICE CENTREJob Title: Team Leader / Jan 2006
-June2008Duties:
Real-time Monitoring
Monitor queues (including IVR) and agent activitiesPrint &
address non-adherences and follow set-up proceduresUpdate schedule
with exceptions e.g. swaps
Update Sunday report
Tick schedule and update report with sick, late and exceptions
Monitor queues (incl. IVR)
Comment on daily activities and obtain reasons: System
issues
Queue timesUnplanned eventsUpdate report at 17:00 with Service
Levels and adherences
Real-time Monitoring
Monitor queues (including IVR) and agent activitiesPrint &
address non-adherences and follow set-up proceduresUpdate schedule
with exceptions e.g. swaps
General
Any system related issues to be logged with System Support on
extension 75000.In the case of emergencies please call you
ManagerAgents not allowed working in their tea and lunch breaks in
terms of Legal obligations
Daily:
Huddle sessions with teams at the beginning of every shiftDraw
agents availability reports daily (discuss reports with
agents).Ensure agent adherence to schedule on an intra-day level
and address non-adherence immediatelyAdvise bridge of any
absenteeism, sick leave or late coming of agents in the
team.Conduct return to work interviews with agents on the day of
return, following absenteeism and sick leaveComplete necessary
disciplinary documentation, where required.Escalate, track and
follow up on systems related issues daily.Ad-hoc coaching when
required (improve 1st line resolution)Authorize agents shift swap
by following the business principles.If agents are absent or sick
ensure that there is enough cover on the floor, especially in the
evenings or over weekends
Weekly:
Weekly performance and adherence results Individual Teams.Weekly
report back on a Monday morning to Management on people, processes
and systemsFacilitate weekly team meetings with your team (agenda,
actions, feedback, etc.)Track percentage absenteeism vs.
standardComplete agents QA, to improve quality customer
serviceComplete and submit relevant documentation to HR on a weekly
basis as agreed (sick certificates, etc.)
Q quarterly:
Complete quarterly assessments to establish standards for your
teamPrepare for your own personal assessmentEnsure that staff
members take their annual leave in time, so that they dont forfeit
any annual leave (view summaries from HR
Annually
IPM throughout the year (100% implementation)360-degree feedback
(Agents, Team Leaders and Managers)Team Building.Participate in
recruitment throughout the year when required, aligned to WWs EE
policies
Debt Consolidation Team Leader (New Pilot Project 2
months)Consolidating Customers Debt all 3 in store Card account,
Loan account & Visa Credit Card.Offering Customers, a new loan
Product with one re payment amount
Computer Literacy and SystemsPrimeOnlineTrimGhost fillCCS
monitorNiceCC pulseMicrosoft wordExcelInternetIntranetE
mailCustomer CentralInternal CRM Tools (PTS, ICE, Nice)VisionCyber
Trace
Reason for leaving better job opportunity
SHOPRITE KUILS RIVER Job Title CashierTime Dec 1984 Dec
1985Reason for Leaving Better job opportunity (Casual Position)
WOOLWORTHSJob Title CashierTime Dec 1985 Dec 1986Reason for
Leaving Better job opportunity (Casual position)
Lans Clothing Job Title-Collections Clerk Time - Jan1986 Dec
1988 Reason for Leaving - Better job opportunity
Crown Furnishers Job Title -Debtors Clerk Time -Jan 1989 -June
1992Reason for Leaving-Better job opportunity Snyman &
PartnersJob Title -Tracer Time-June 1992 Jan 1994Reason for
Leaving-Better job opportunity
Giddys Furnishers Job Title - Cashier (6 MTHS) Time-Jan 1994 -
June 1994Reason for Leaving-Better job opportunity
REFEREN C ES
WOOLWORTHS
Miss A Fox - Call Centre Customer Service Manager0826936690
MERCHANTSReferences: Duran RoosPosition: Call Centre
Manager0787514922
TELEPERFORMANCEGrant Rhode Talent Manager: 0796149912Christopher
Berry Call Centre manager 0607742308
