Eldean Brooks
.
Johannesburg
Summary
Dynamic and Professional call center leader prepared to streamline operations and enhance customer interactions. Extensive experience in coaching teams and implementing process improvements to elevate service quality. Known for fostering collaborative environments and adapting to dynamic business needs, with strong communication and organizational skills.
Overview
21
21
years of professional experience
Work History
National Call Center Manager
VFS Global/NextCall
05.2015 - 12.2024
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Strengthened internal controls through regular audits and adherence to regulatory requirements.
- Enhanced budget management by implementing expense tracking and cost reduction strategies.
General Manager
Venus Plastic Products and Packaging
12.2011 - 04.2015
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Consistently exceeded individual sales quotas while motivating team members to do the same, resulting in sustained business growth.
Call Center Manager
Skye Distribution
06.2010 - 11.2011
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Maximized performance by monitoring daily activities and mentoring team members.
Call Center Operations Manager
Sibize International Calling
01.2007 - 05.2010
- Developed process controls and metrics for daily management of call center.
- Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives.
- Worked closely with other departments to address cross-functional issues impacting call center performance or customer satisfaction levels.
- Contributed to the development of call center policies and procedures by offering insights gleaned from hands-on experience managing teams.
- Achieved top performer status within the call center multiple times due to consistent results-driven performance.
- Established clear expectations for agent conduct, promoting a culture of professionalism within the call center environment.
Call Center Team Leader
Merchants Dimension Data
01.2004 - 12.2007
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
- Championed process improvements within the team, streamlining workflows and increasing overall efficiency.
- Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
Education
MBA -
Regenysis Business School
Johannesburg 04.2001 -
High School Diploma -
Alberton High School
Johannesburg 04.2001 -
Skills
Call center support expertise
Performance-focused team coaching
Expense tracking and analysis
Comprehensive project management
Process improvement expertise
Effective leadership
Efficiency in quality management
Timeline
National Call Center Manager
VFS Global/NextCall
05.2015 - 12.2024
General Manager
Venus Plastic Products and Packaging
12.2011 - 04.2015
Call Center Manager
Skye Distribution
06.2010 - 11.2011
Call Center Operations Manager
Sibize International Calling
01.2007 - 05.2010
Call Center Team Leader
Merchants Dimension Data
01.2004 - 12.2007
MBA -
Regenysis Business School
04.2001 -
High School Diploma -
Alberton High School
04.2001 -
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