Open to opportunities

Danielle Oakes

@danielleoakes

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Experienced customer service professional with a focus on operational efficiency.

South Africa

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What I'm looking for

I am looking for a role that values teamwork, offers growth opportunities, and allows me to utilize my customer service expertise.

I am a highly motivated professional with over 7 years of experience in customer service, debt collection, and contact centre management. My journey began as a Debt Collector, where I successfully managed debt collection processes and reduced overdue payments by 20%. This role laid the foundation for my strong problem-solving skills and ability to communicate effectively with customers.

As I progressed in my career, I took on roles such as Customer Care Agent and Real-Time Analyst, where I honed my skills in monitoring call centre performance and developing strategies to enhance customer satisfaction. My current position as a Planning Analyst allows me to optimize workforce planning and improve operational efficiency, ensuring that our teams are well-equipped to meet customer needs.

I am eager to leverage my experience and TEFL certification in a dynamic administrative or customer service role, where I can contribute to a growing team and continue to develop my skills.

Experience

Work history, roles, and key accomplishments

Current

Planning Analyst

Current

CCI Umhlanga International Contact Centre

Apr 2023 - Present (2 years 4 months)

Promoted to Planning Analyst, optimizing workforce planning and improving operational efficiency. Collaborated on UK and local campaigns, ensuring proper resource allocation and service levels.

Workforce Planning Resource Allocation Data Analysis Microsoft Excel Communication

Real-Time Analyst

CCI Umhlanga International Contact Centre

Jun 2022 - Present (3 years 2 months)

Monitored live call centre performance and adjusted staffing levels as needed. Developed and implemented strategies to improve customer service levels.

Monitoring Staffing Performance Analysis Data Analysis Communication

Customer Care Agent

CCI Umhlanga International Contact Centre

Feb 2022 - Present (3 years 6 months)

Assisted customers with inquiries related to Studio Retail and Atlanta Insurance. Resolved customer complaints and provided timely solutions to enhance customer satisfaction.

Customer Service Customer Satisfaction Communication Problem Solving Zendesk

Product Professional Customer Service

Ignition Durban CBD Contact Centre

Apr 2017 - Present (8 years 4 months)

Delivered high-quality service to customers across various product lines, achieving a 95% customer satisfaction rating. Trained and mentored new team members.

Customer Service Product Support Customer Satisfaction Mentoring Training Communication Problem Solving

Debt Collector

Edcon / Accenture Contact Centre

Jan 2013 - Present (12 years 7 months)

Managed debt collection processes, successfully reducing overdue payments by 20%. Provided comprehensive support to customers in managing their accounts and payment plans.

Debt Collection Account Management Customer Support Financial Acumen Communication Problem Solving