Charles Flink

Operations Manager for over 10 years with over 10 Years of Customer Service and Management Experience. Leading different teams in different departments to make sure that Operations run smoothly.
Leading the below department successfully,
1. Customer Service Department
2. QA Department
3. Operations Department
4. Collaborating with HR department

● Managing (15 Employees : Selling Insurance Product ( Short-term Insurance, Commercial lines and Burial Society products )
● Training and motivating of sales team
● Managing my own dealership portfolio
● Visiting and building relationships with Motor dealers (FNI)
● Handling disciplinary issues
● Building one on one relationships with team members to ensure best possible working environment
● Weekly meetings with team leaders and senior consultants of productions and client services ● Monthly reporting to the CEO on operations and action plans
● Setting new targets
● Extensive analyzing of overall and individual performances
● Weekly and Monthly KPA
● Weekly and Monthly SLA
● Appointing of new consultants
● Assessing the sales Calls, Making sure that scripting is followed at all times
● Weekly sales and client services training
● Daily and weekly sales drives
● Weekly and monthly Performance management with the sales agents who did not reach their sales target.
● Full Q&A analysis on all Sales, Claims and Client service calls
● Weekly and Monthly meetings with the team leaders

Please click on my CV link below for more information on all my work experience and more qualifications, attentively you can send me an email to charlieflink@gmail.com for my detailed CV.

Duties

Managing 20 Customer Service Agents, Including Retail support for Shoprite Stores.
● Monitoring new Entertainment and Travel bookings
● Weekly management report
● Monitoring Daily Complaints reports
● Monitoring Social Media Agents
● Training and motivating of the consultants (Telephone etiquette and client service ongoing drive)
● Managing time keeping
● Handling disciplinary issues and preparing evidence for hearings
● Daily Fresh desk report, Daily Call Reports, daily agents stats and Management Reports
● Managing Abandoned calls
● Liaising with different Shoprite / Checkers stores to make sure the retail system is working
● Extensive analyzing of overall and individual performances
● Weekly and Monthly payroll
● Agents Weekly Time Sheets
● Monthly KPA
● Monitoring Freshdesk SLA, s
● Agents Monthly Roster