Zola - Senior Customer Operations Specialist

Demonstrated experience with End-to-End Order Lifecycle.

Demonstrated experience with Resource Dispatching.

Demonstrated experience with Team Leadership.

Demonstrated experience with Performance Coaching.

Demonstrated experience with Customer Retention.

Delivered 95%+ CSAT scores consistently while managing broadband provisioning, billing, and account queries for the New Zealand market, supporting international customers across Oceania timezones.. Achieved First Contact Resolution (FCR) on complex billing disputes and technical queries via inbound calls and live chat, reducing repeat contacts and improving customer experience scores.. Executed structured customer retention strategies including contract renewals and value-added upselling, successfully reducing churn and increasing customer lifetime value across the NZ broadband base.. Proactively identified recurring technical and operational bottlenecks, compiled data-driven feedback reports, and presented actionable recommendations to management that streamlined workflows and improved resolution turnaround times.. Maintained full compliance with 2degrees SLA standards and internal quality benchmarks, consistently performing in the top tier of the support team for CSAT and NPS scores.

Managed an end-to-end recovery portfolio of defaulted vehicle assets, coordinating repossession teams, towing contractors, and storage facilities to ensure assets were secured within required timelines.. Conducted sensitive, high-stakes negotiations with clients in financial distress to facilitate voluntary vehicle surrenders or restructured payment arrangements—balancing firm adherence to bank protocols with genuine professional empathy.. Achieved 100% compliance with the National Credit Act (NCA) and all internal banking regulations across every recovery case—zero regulatory breaches throughout the contract.. Utilised skip-tracing techniques and real-time case management software to manage a high-volume portfolio, maintaining accurate data integrity and providing regular recovery status reports to senior stakeholders.

Orchestrated end-to-end resolution of high-priority insurance disputes, acting as the primary liaison between executive management, leading SA insurers, and end-clients to deliver policy-compliant outcomes under pressure.. Reduced repeat escalations by 15% through the design and implementation of a structured root cause analysis process—identifying complaint patterns, addressing systemic issues, and delivering data-driven insights to leadership.. Optimised investigation and resolution Turnaround Times (TAT) by streamlining internal workflows, resulting in measurable improvements in resolution speed and significant reduction in SLA breaches.. Ensured 100% policy and regulatory compliance across all resolutions, protecting the business from financial exposure while restoring client trust through transparent, empathetic communication.. Produced regular complaint trend reports for senior management, translating raw data into strategic recommendations that drove lasting process improvements across the customer service function.

Directed all night-shift after-hours operations for a high-volume emergency contact centre, maintaining 100% KPI compliance during the most demanding, time-critical periods of the business day.. Coordinated a contractor dispatch network of 350+ towing service providers across South Africa, achieving 100% adherence to emergency SLA timelines and ensuring zero service failures during high-demand periods.. Designed and facilitated comprehensive training and onboarding programmes for 20+ new and tenured agents, resulting in a measurable 20% reduction in departmental error rates within the first 90 days.. Managed a high-intensity workload of 250+ daily customer interactions, consistently exceeding performance targets for call quality, resolution speed, customer satisfaction, and first call resolution.. Served as a key operational decision-maker during peak demand—allocating resources, managing contractor availability, and balancing cost-efficiency with urgent customer needs at accident and breakdown scenes.

Managed a high-volume switchboard, professionally answering, screening, and directing all incoming calls to the relevant departments and personnel—ensuring zero missed calls and seamless internal communication flow.. Served as the primary point of contact for all visitors, clients, and suppliers—creating a warm, professional first impression by welcoming guests, managing the visitor log, and providing refreshments in accordance with company hospitality standards.. Coordinated end-to-end international export of shoes samples to the United States and United Kingdom, liaising directly with DHL and other courier partners to manage shipping documentation, customs requirements, and timely delivery—ensuring 100% accuracy on all international shipments.. Organised and coordinated all internal and external meetings, including boardroom preparation, refreshment arrangements, agenda distribution, and attendee communication—ensuring every meeting ran smoothly and on schedule.. Managed the company's central email inbox, triaging, prioritising, and routing correspondence to the appropriate departments while ensuring timely responses and maintaining professional communication standards at all times.