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freelancer
Email Verified Nkhensani Rikhotso
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Member since September 13, 2020

Experience

Marketing and Call Center Manager

  •  Manager
  •  Mar 2018 - Dec 2019

call center manager to assist them with their sales call center.
In charge of a team of 32 people
Two team leaders report into me
Daily sales target ranging from R35k to R150k daily
Implemented QA system for the company, hired a QA officer
Ensuring alignment between call center and clinics
Handling complaints

In charge of Marketing department
In charge of all social media
4 direct reports in the team
Creating content for various digital platforms
Executing the campaigns across all platforms
Responsible for all radio and TV advertising including creative with agencies.

Operations Manager

  •  Operations Manager
  •  Oct 2017 - Feb 2018

I assisted the company from Johannesburg and they were based in Cape Town.
I was the operations manager that assisted them in delivering their projects on time.
I developed daily routines for the developers so that they could keep on top of ongoing projects and onboard new projects.

We worked mainly online, we used project management tools for the company. Daily calls to the team to keep abreast of projects, timelines, bottlenecks and delivery.

Head of Shared Services

  •  Jan 2014 - Jan 2017

56 staff members in South Africa and 8 in Botswana
Ensure that all the policy documents we produce are done within SLA and with quality
Ensure that the quality of documentation is accurate and consistent
Ensure that the processes are efficient and effective
Ensure that I drive absolute customer focus aligned to our brand and building stakeholder relations
I lead current change programmes for new IT platforms

General Manager

  •  Oct 2010 - Oct 2014

MIS
Project Management of IT and systems
Management of external vendors
Secure systems and networks
Account management of various outsourced projects
CRM
Manage the client services inbound team
Manage the QA team
Manage the claims team
Manage Business Owner Support Team
Ensure all customer touch points are maintained
Ensure that all service levels and SLA’s are adhered to
Manage relationships between the company and various external stakeholders
Project manage and new product launches and process changes
Staff compliment of 25 report directly to me
Sales Call Center Manager
In charge of the sales team
Keep sales stabilised for the network
Ensure that targets were met consistently
Ensure healthy relationship external stakeholders and company
Campaign management on sales
CSI - Project Manager: Izandla Ziyagezana Project
Liaise between company and schools on getting them into business
Sign up schools for project
Ensure understanding of schools on their outputs
Ensuring an understanding of targets and how they can be achieved
Overall implementation and roll out of the project

Head of Contact Centers

  •  Mar 2008 - Dec 2013

Responsible for the stabilization of the sales contact center.
Drive the sales contact center
Build and sustain the sales force
Assist in the development of new distribution channels
Assist in the stabilization of the customer care side of the business
Training and development of new intakes, continual training of current staff
Developing and implementation of new processes
Assisting in product development
Maintain all costs to budget
Develop and implement different sales campaigns
15-30 sales agents reporting to me
2 Team leaders.