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Ignatius Verah
A well spoken and articulate gentleman with experience in Supervisory and Management roles in Contact Centres and Customer Service Centres gained from the telecommunications and ICT industries. Also gained experience from the non-profit sector in project management, monitoring & evaluation, training workshops' facilitation & presentation skills. Across these sectors, I gained experience in staff recruitment, training & mentoring, supervision and management, to improve quality of service delivered and increase sales.
Show profile Hide profileWORK EXPERIENCE
HIGHLIGHTS
? Total of nine (9) years work experience in Customer Service/Contact Centre and Sales, of which 6 years were at Supervisory and Managerial level.
? Participated in monthly departmental management meetings, resolve pending issues, setting KPAs & KPIs for the department, setting contact centre capital expenditure and budget management.
? Experience in developing contact centre/customer service workflow processes for inquiries/queries.
? Customer Service Management experience in managing help desk/contact centre, sales and front office staff & support services at an ISP.
? Responsible for the customer service department's correspondence to customers', corporate clients, and various stakeholders' queries and providing instant solutions to any escalated queries.
? Represented customer needs to technical, marketing and applicable departments for product modification, improvements and development.
? Led a team of 26 customer service agents and 5 back office (Cashiers and Credit Control) staff at Econet Wireless Zimbabwe (Inbound & walk in Contact Centre called Econet House) for 3 years.
? Recruiting, training, coaching and staff motivation.
? Customer service trainer as a consultant during the unbundling of the government owned Post & Telecommunications Corporations to different entities; I trained the postal service entity (ZimPost)'s 463 staff members in Matebeleland province in 2005.
? Spearheaded efforts to reorganize our IVR phone prompts to improve quality of service and better serve our customers.
? Addition sales experience as a Property Sales Negotiator in Real Estate Concern.
AWARDS & MEMBERSHIP AFFILIATIONS
? Member/Subscriber of Contact Centre Management Group (CCMG) South Africa.
? 2 Times Winner of the Econet Wireless Zimbabwe Quarterly Customer Service Award, recognised for the best in customer service delivery voted for by staff members.
TRAININGS ATTENDEND
? Dynamic Customer Satisfaction-Target Training International through Econet Wireless, 1998
? Grooming, Deportment & Business Etiquette- Econet Wireless Zimbabwe (In-House), Ongoing from 1998
? Customer Services Training by Global Star- Econet Wireless Zimbabwe (In-House), November 2001
? Telephone Skills- Econet Wireless Zimbabwe (In-House), Ongoing from 1998
? Supervisory Skills- Econet Wireless (In-House), Ongoing from 1998
? International NGOs Quality Standards - Tearfund UK (Nairobi, Kenya, March 2011)
? Certificate in Energy Sector Strategies to Support Green Growth, World Bank Institute, November 2015
WORK EXPERIENCE
HIGHLIGHTS
? Total of nine (9) years work experience in Customer Service/Contact Centre and Sales, of which 6 years were at Supervisory and Managerial level.
? Participated in monthly departmental management meetings, resolve pending issues, setting KPAs & KPIs for the department, setting contact centre capital expenditure and budget management.
? Experience in developing contact centre/customer service workflow processes for inquiries/queries.
? Customer Service Management experience in managing help desk/contact centre, sales and front office staff & support services at an ISP.
? Responsible for the customer service department's correspondence to customers', corporate clients, and various stakeholders' queries and providing instant solutions to any escalated queries.
? Represented customer needs to technical, marketing and applicable departments for product modification, improvements and development.
? Led a team of 26 customer service agents and 5 back office (Cashiers and Credit Control) staff at Econet Wireless Zimbabwe (Inbound & walk in Contact Centre called Econet House) for 3 years.
? Recruiting, training, coaching and staff motivation.
? Customer service trainer as a consultant during the unbundling of the government owned Post & Telecommunications Corporations to different entities; I trained the postal service entity (ZimPost)'s 463 staff members in Matebeleland province in 2005.
? Spearheaded efforts to reorganize our IVR phone prompts to improve quality of service and better serve our customers.
? Addition sales experience as a Property Sales Negotiator in Real Estate Concern.
AWARDS & MEMBERSHIP AFFILIATIONS
? Member/Subscriber of Contact Centre Management Group (CCMG) South Africa.
? 2 Times Winner of the Econet Wireless Zimbabwe Quarterly Customer Service Award, recognised for the best in customer service delivery voted for by staff members.
TRAININGS ATTENDEND
? Dynamic Customer Satisfaction-Target Training International through Econet Wireless, 1998
? Grooming, Deportment & Business Etiquette- Econet Wireless Zimbabwe (In-House), Ongoing from 1998
? Customer Services Training by Global Star- Econet Wireless Zimbabwe (In-House), November 2001
? Telephone Skills- Econet Wireless Zimbabwe (In-House), Ongoing from 1998
? Supervisory Skills- Econet Wireless (In-House), Ongoing from 1998
? International NGOs Quality Standards - Tearfund UK (Nairobi, Kenya, March 2011)
? Certificate in Energy Sector Strategies to Support Green Growth, World Bank Institute, November 2015
