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My Contact Centre Road

Achievements: I was very instrumental in setting up the Kwa-Zulu Natal Region for Business Outsurance. With having brought on Major Companies onto its books I also managed three Outsourced Contact Center’s whilst starting up FNB Personal Loans Call Centre which is now situated in FNB Head Office Bank city Johannesburg Central. I managed and started up many Departments within FNB such as Sales, Client Services, Retentions, Joint Ventures, Collections & Branch Full Fillment. I have drawn up most of the Processes and Procedures for South African Airways (Merchants) including setting up of the South African Airways Emergency Call Centre (TEC) Shadon has also started up the Link Market Services Contact Centre in 2014. Shadon was promoted within 4 months to also Manage Service Delivery having India & Australia offices report to him whilst still managing the Contact Centre & Walk in Centre Services.

Pros: Career Progression
Cons: Long hours

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Great opportunity to learn

A day consisted of me contracting our client in order to receive any outstanding statements, from there I would complete the cashbooks and management accounts. I was also required to send daily invoices and monthly statements to customers.In my current work environment, I have learnt about all the required aspects to run a business and most importantly, how to maintain communication between the different departments. I got first-hand experience on how these different departments function together. I truly enjoyed the ease between my colleagues and that we had direct access to our superior. The biggest challenge would be handling more than 13 clients alone.

Pros: Great place to learn
Cons: No space for growth yet

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