Been working in customer service for 29 years. Managing customers and staff in Banking, Outsourcing services, ISP services and Consulting services. Worked for MWEB in a call-centre environment for 13 years which included Customer Support, People Management, Coaching and QA. My expertise lies in developing people to meet and exceed KPIs. Specifically, to a contact centre environment I focus on coaching, skills and knowledge acquisition, control and monitoring, separation of misconduct and performance, performance improvement plans, mentorship and reward. Focusing on the above leads to reduced talk-time, satisfactory in seat, quality call structure, increased first-time resolution and quality content logs and a motivated CSR because of achieving better results. The above are achieved by the CSR setting and implementing action plans (with timeframes) to meet the departments objectives and in turn meeting department goals and me monitoring and controlling the journey like a project manager. I strive to deliver results. Please feel free to request CV. Regards Errol Matthee