Hamid Abdullah

Group Manager Digital Transformation

Group Manager Operations (TotalEnergies UK* B2B)

CX & Service Improvement (TotalEnergies UK* B2B)

Deputy Manager (TotalEnergies UK* B2B)

BI reseller

Our offering and aim is to provide a robust data governance option and all required reporting and dashboards via the Power BI platform that will transcend your business. 
Get in contact for an obligation free quote and presentation. Thanks Hamid

Marketing Manager

TFG (The Foschini Group)

Have been part of a few BPO and Campaign start ups - (UK & SA). 
I have gained extensive knowledge on global benchmarks relating to NPS, Customer Experience Management; Back Office Processing as well as overall operations management within a Contact Centre environment across multiple sites.
Drive interdepartmental cohesion to protect SLA on all fronts across Financial Services whilst minimizing cost and blending environments/skill sets inline with agile and Six Sigma principles and practices.

Responsibilities at TFG:
Responsible for the team’s success by implementing and monitoring individual and team objectives, enabling the department to achieve the required outputs/KPI’s.

Manage team’s compliance checks and validate procedural adherence to the New Accounts applications process and confirmation of proof of income.
To ensure that all administration/customer/service related requests/queries are processed timeously as required by the relevant SLA’s
To ensure that department targets/KPI’s are met.
To maximize people productivity by adhering to people management processes (e.g. IR, Performance management, recruitment, QA and coaching)
To ensure that company and department policies, procedures and compliance aspects are adhered to.
To enable the department to achieve the desired outcome by constantly improving on service delivery.
Coach, mentor, develop agents to Manager level.
Reporting on all workflow streams daily, weekly, monthly.
This unique position requires me to be responsible for 4 lines of business when required. 
i.e: Ecommerce; Pre-approved Mailing (inbound/Outbound) New Accounts in addition to Credit Validations.
Work closely with Forensics and allied depts. (e.g Customer Services, High Value) to vett applications via the dept. validations process in order to achieve finalisation and approval targets.
Keep team abreast of all CPA, NCA and related rules and laws relating to financial services and consumer rights.

Credit Validations Manager - Financial Services

ConsuMax (PTY) LTD

Incorporating 
ConsuCornice
>> High Density Fancy Foam Cornice Supplier in over 20 different profiles and sizes 🏡🏠

ConsuDrive
>>Staff transport provider to various sectors🚘🚐
>> Transport consultant to larger transport providers

Managing Director

Inmindsight SA

Responsible for marketing Inmindsight to the local BPO, corporate, NPO and other organisations or individuals.
Distribute marketing and operational material to Local ZA clients.
Plan and assist clients with programme roll out.
Ensure research material are completed to evidence and measure positive impact.
Encourage and promote Mindful Based Stress Reduction so we all can be Effortlessly, Effective,Everyday!

Webhelp SA

Manage a team of 15 direct reports.
Coach, Mentor & performance manage team.
Manage SLA, Absence and adherence to schedule.
Ensure new Team Managers are upskilled and  supported in nesting phase.
Manage all bottom performers across site to reach Net Promoter Score targets in ring fenced area over a 4 week period cycle per employee.
Manage escalations
Ensure team are upskilled and briefed on new process and product updates.
Manage payroll
Manage new software/system rollouts.
Ensure team and department budget targets and margins are met.
Work closely with IT to ensure new area infrastructure is installed as required.

Customer Service Manager - Everything Everywhere UK*

Full Circle Contact Center Services

Ensure all internal group and customer post are indexed at an optimal within SLA for Carphone Warehouse and TalkTalk (including AOL, Onetel & Tiscali).
Managed GeekSquad Mobile Insurance Administration.
Keep team abreast of changes by delivering training on new services and legislation updates.
Performance management.
Coach/mentor.
Promote ideal of “mutual prosperity” between team, employer and clients.
Implement, manage and optimize processes to ensure high level of productivity and ROI is achieved by Full Circle and all contracting partners/clients.
My team used the most sophisticated, cost effective and bespoke document imaging system developed and supported by Celaton. Responsible for indexing, KDE validation and zonal OCR functions using Celaton’s InStream Capture Delivery Platform. Standing testament to the success is the number of clients who have continued to partner with Celaton and Full Circle for consistent service excellence in the Document management and automation realm.
I continue to place priority and focus on Quality and SLA whilst at the same time being flexible to business change when required.

Back Office Processing Manager (Carphone Warehouse,TalkTalk and GeekSquad UK*)

Carphone Warehouse, Geek Squad, TalkTalk UK*

Back Office Processing Manager

The Phone House

Customer Service Team Manager

Customer Service Advisor

Icamagu

Director

CX Disruptor

Views and opinions expressed in my LinkedIn posts and profile are my own and not those of any of my current, previous, or future employers or LinkedIn

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