Work Experience

Customer Care Team Leader

ShowMax

August 2015 on-going

Team leader role, within a startup, implementing customer care strategy, operations across electronic customer service channels. Management of email, live chat and social media teams. 2IC to General Manager of customer service.

  • Ensure high quality of customer service delivered to all customers through leading, motivation, coaching and development of customer service representatives.
  • Contribute to the achievement of business objectives  by enabling  consultants to meet agreed targets.
  • Establishment and implementation of customer service strategy within bigger business.
  • Champion customer experience within customer care team
  • Streamline process and operations to best optimise working environment.
  • Train new customer service representatives to ensure high standards of customer service, product knowledge.
  • Adapt practices to suit social media within customer care environment.
  • Set and agree performance objectives for the team as a whole and for all direct reports. Adherence to protocols, as set forth by the business. 
  • Monitor and manage complaints to promote best practices.

Live Chat Team Leader

DStv Digital Media

September 2014 – August 2015

Team leader role, with six direct reports, implementing and managing live chat platform and servicing across various streaming products.

  • Improving customer service to increase customer satisfaction and thereby increase brand loyalty.
  • Aligning the live chat services with defined customer care strategy for existing and new products.
  • Providing excellent customer service and contribute to organisational objective. Reduce servicing costs to a customer.
  • Gathering customer feedback and derive insights to communicate to the business.
  • Benchmarking customer care practices with the best in industry quality practices and implement initiatives to achieve them.
  • Identifying learning needs of agents, develop and deliver relevant programs to fulfil those needs.

Community manager

Marketing, Investec Private Bank

September 2013 – September 2014

Consultant position monitoring of client interaction on online communities from a customer service perspective.

  • Implementation of social media strategies and coordination with a variety of stakeholders to support the brand communities across social platforms.
  • Real time responding to queries and comments on all monitored social channels, according to the social media policy, and adoption of the brand tone of voice.
  • Management of content calendar and day-to-day presence on social platforms including Twitter, Facebook, LinkedIn, Youtube, Hello Peter and other platforms.
  • Compilation and publishing content for the social platform’s voice.
  • Execution a variety of elements for social media campaigns including event coverage and moderating user-generated content.
  • Measurement and reporting on the efficiency of social campaigns in addition to real time monitoring of social profiles with the strategist.
  • Establishment and implementation of service-based processes.
  • Assist managers in monthly reports to key stakeholders and broad audiences.
  • Brand management activities for digital enhancements and product-specific areas.

Written communication consultant

UK Banking, Investec Private Banking

August 2013 – September 2014

Consultant role specialising in servicing client queries and enhancing client experience through written communication channels.

  • Distinctive servicing of potential and existing clients, through effective and efficient resolution of queries received by email, letter and escalation through CRM systems.
  • Enhancement of the quality of written communication sent to clients.
  • Implementation and development of written correspondence QA process.
  • Meeting of daily and monthly service level agreements.
  • Consolidation of sales and service templates and enhancement of consultation processes to ensure seamless client interaction.
  • Enhancement of client experience by investigating into client touch points through written communication channels.
  • Escalation of client feedback to client experience department.
  • Training of new starters and constant coaching of
  • consultants, including monthly Quality Assurance reports
  • Client improvement through forum customer issue prioritisation.
  • Founded and produced fortnightly humorous divisional newsletter to enhance internal culture.

Outbound service consultant

UK Banking, Investec Private Banking

March 2012 – August 2012

Consultant role to telephonically service outbound account queries for UK clients from outsourced office in South Africa.

  • Distinctive servicing of potential and existing clients, through effective and efficient resolution of queries.
  • Meeting of daily and monthly service level agreements.
  • Monthly quality assurance coaching sessions to ensure best possible client experience through telephonic interaction and quarterly performance reviews.
  • Cross selling of banking products and market knowledge of competitor products and services offered.

Internship English Program in Chungnam

Teacher Chungnam Office of Education, South Korea

February 2011 – March 2012

English teaching role at an Elementary school in Cheonan, South Korea.

  • Facilitate English education in two schools to a variety of grades and English proficiency levels.
  • Organise and run after-school English program.
  • Plan and manage weekly teacher English training sessions.
  • Attend regular workshops for training and networking

Re-ID consultant

Client Information Management, Investec Private Banking

August 2010 – February 2011

Client facing role to update and maintain private banking accounts so as to comply with FICA regulations.

  • Point of contact for Private Banking clients in a project environment.
  • Revision of banking accounts to ensure FICA compliance.
  • Arrange receipt of required FICA documentation.
  • Update all client information according to a centralised set of information standards and strict deadline structures.
  • Practice and understanding of information protection procedures.
  • Close relationship with Private Bankers and other stakeholders.

After-hours service consultant

Investec Bank plc – UK Treasury, Sandton

August 2009 – August 2010

Consultant role performing basic service, sales and online banking roles for UK treasury clients outside regular operating hours.

  • Distinctive servicing of potential and existing clients,
  • Provide assistance for online banking queries.
  • Monthly quality assurance coaching
  • Cross selling of banking products.
  • Data capturing and survey analysis of account closure through effective and efficient resolution of queries.ensure best possible client experience through telephonic interaction.

Personal

Neil Ian Withers

11 January 1988

English, Afrikaans

neilianwithers(at) gmail.com

Qualifications

B.A Honours in Strategic Brand Communication

Vega School of Brand Leadership

Completed July 2015

B.Com Marketing Management

University of Pretoria

Completed 2009

Matric with Exemption

Lyttelton Manor High School

Completed 2005

Courses attended

Managing for Results

Gordons Institute of Business Science

2015
Content and Community Management Masterclass

Cerebra

2014
Developing Team Leaders

Investec Private Bank

2014
Level 1 Hockey Coaching

SAHA

2012

Skills

  • Reporting and presenting
  • Business writing
  • Data analysis
  • Copywriting
  • Microsoft office
  • Social media

Freelance work

  • Content writing
  • Website design
  • Graphic design

Awards

Service Award for Contribution

Chungcheongnamdo Office of Education

2012
Teacher of the year

Cheonan Office of Education

2011
Bronze Medal – The 3rd Native English Teacher’s Teaching Presentation Contest

Chungcheongnamdo Office of Education

2011

Fulton Award for Service

TUKS Hockey Club

2009

Positions

Social Committee Head

TUKS Hockey Club 2008 – 2009
Head Boy

Lyttelton Manor High School 2005

Councillor

Junior City Council of Pretoria 2003 – 2005

Publications

“Effective teacher materials”

SEPIC Orientation Handbook, February 2012
“A happy teacher is a good teacher”

IEPIC Orientation Handbook, September 2011

Research

Leveraging customer service to build brand equity – Vega School of Brand Leadership

Lecturing

Lecturer at IEPIC Orientation

Chungnam Office of Education, September 2011

Lecturer at SEPIC Orientation

Chungnam Office of Education, September 2011

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