Summary
Overview
Work History
Education
Skills
Timeline
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Yvonne Julius

Cape Town

Summary

A driven and results-oriented team leader, I bring two years of experience marked by a solid history of departmental achievements and a strong commitment to delivering exceptional customer service. My hands-on approach has not only fostered a culture of excellence within my team but has also consistently led to improved performance and satisfaction among our customers. I'm committed to ensuring customer satisfaction and upholding the company's promise to provide an exceptional and reputable customer experience to all our customers.

Overview

9
9
years of professional experience

Work History

Front Office Customer Service Team Leader

Prodigy Finance
10.2022 - Current
  • Oversee BAU for the Front Office, ensuring all customers receive a referable customer experience.
  • Meet and exceed key health metrics to ensure alignment with the company's objectives, and maintain SLA.
  • Compile and report all weekly, monthly, and year-to-date performance reports for the Front Office.
  • Drive departmental success in a fast-paced customer service environment.
  • Successfully collaborate on various projects with various stakeholders, including Customer Success, Product, Tech Support, and Back Office, to improve process improvements, customer efficiency, and system launches and migrations.
  • Responsible for overseeing and revising all Front Office SOP content and customer communications.
  • Support and guide Front Office Team Leaders with customer edge escalations, which include tech bugs and tollbooth queries.
  • Manage and track department overtime submissions within the required timeframes.
  • Oversee and secondment projects in collaboration with stakeholders to meet company objectives.
  • Log and report technical issues encountered by agents to the IT team.
  • Motivate, coach, and empower agents, and set OKRs that align with department objectives.
  • Effectively oversee and manage queues to ensure that service levels are consistently met.

Secondment- Front Office Customer Service Leader

Prodigy Finance
07.2022 - 09.2022
  • Ensured that front offices delivered a world-class customer service experience for all customers.
  • Managed the team leader escalations queue, addressed agent requests, and collaborated with other stakeholders to resolve customer blockers.
  • Strategized daily action plans to manage customer wait times effectively and maintain service levels.
  • Performance management support, coaching, and motivating agents to meet the required department targets.
  • Reported and updated weekly, team performance
  • Responsible for actioning and tracking technical queries, tollbooth queries, and working with respective stakeholders to reduce customer blockers.
  • Collaborated with key departments and teams across the organisation to ensure a referable customer experience.
  • Acted as the Fulfillment SME, updating process improvements, and flagging any customer blockers
  • Reported and coached negative customer feedback with the agents involved.
  • Supported senior team leader with weekly department data

Front Office Customer Service

Prodigy Finance
12.2021 - 06.2022
  • Assisted and supported customers during their loan journey, providing a positive experience on relevant live channels.
  • Supported the customer with uploading required documents and updating any changes to their loan offers.
  • Achieved and exceeded departmental goals to deliver exceptional, efficient service to our clients and achieved a high customer satisfaction rating
  • Managed the team with daily breaks and live allocations.

Complaints Handling Specialist

Wonga UK
04.2016 - 04.2020
  • Fully accredited to manage customer complaints, including responsible lending complaints, and Financial Ombudsman in the UK queries
  • Actively managed the UK complaints and claims queue, investigating each customer or third-party claim
  • I evaluated the options and determined the best course of action to ensure a fair outcome and closure to the complaints.
  • Obtained the required levels of approval, ensuring the proposed solution complies with the internal complaints policies and meets the FCA requirements
  • Managed potential FOS queues and ensured the Financial Ombudsman Service received the requested documentation as part of the FOS mediation.
  • Provided guidance to the business and other customer service teams on how to identify a potential complaint, and how to prevent it from escalating into a formal complaint. Compiled statements of accounts and data subject access requests.
  • Manually assessing the outcome of responsible lending complaints, calculating the amount of redress, and using various systems processed compensation claims during the administration process. I took ownership of customer correspondence to deliver exceptional customer service levels

Education

NQF 4 Business Management - Business

Stanford Business College

NQF 4 Entrepreneurial Business Management -

SETA

Skills

  • Understanding the emotions and perspectives of both team members and customers
  • The ability to motivate and inspire the team to achieve their highest potential, and encourage growth
  • Time management
  • Quickly identifying issues and implementing effective solutions under pressure
  • Clear and effective communication skills
  • Maintaining a positive attitude in high-pressure situations
  • Key product knowledge processes
  • Active listening
  • Motivation
  • Goal-oriented
  • Making informed timely decisions balancing customer satisfaction and company objectives

Timeline

Front Office Customer Service Team Leader

Prodigy Finance
10.2022 - Current

Secondment- Front Office Customer Service Leader

Prodigy Finance
07.2022 - 09.2022

Front Office Customer Service

Prodigy Finance
12.2021 - 06.2022

Complaints Handling Specialist

Wonga UK
04.2016 - 04.2020

NQF 4 Business Management - Business

Stanford Business College

NQF 4 Entrepreneurial Business Management -

SETA

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Yvonne Julius