Open to opportunities

Patrick Wakens

@patrickwakens

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Experienced Customer Service Team Leader with a passion for growth.

South Africa

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What I'm looking for

I seek a role that fosters teamwork and offers growth opportunities.

With 16 years of extensive experience in customer service, sales, and team leadership, I have developed a strong ability to maintain customer satisfaction and drive team performance. My journey began at The Foschini Group, where I honed my skills in debt management and customer support. I later transitioned to Capita, where I took on roles that allowed me to coach and mentor teams, ensuring that we met our KPIs and SLAs consistently.

Most recently, I served as an Assistant Manager at WNS Global Services, where I managed key performance indicators and led my team through various challenges. My commitment to fostering a collaborative and productive work environment has been recognized through various accolades, including the Affiliated Manager Wikipedia Award. I am passionate about empowering others to reach their full potential and am always eager to learn and grow in my professional journey.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager

Current

WNS Global Services

Jun 2022 - Jan 2024 (1 year 7 months)

As an Assistant Manager, I managed KPIs and SLAs, provided training and quality feedback, and handled customer escalations. I also managed HR investigations and client process updates.

Management KPI’S Feedback Escalation Management HR Investigations

Team Leader

Capita SA – Thames Water UK

Apr 2021 - May 2022 (1 year 1 month)

In my position as Team Leader, I managed KPIs and SLAs, provided training and coaching, and handled customer complaints. I also provided client updates and managed billing and collections.

Team Leadership KPIs Billing Coaching

Seconded Team Leader

Capita

Sep 2019 - Feb 2020 (5 months)

As a Seconded Team Leader, I managed KPIs and SLAs, provided training and feedback, and set clear team goals. I also hosted meetings and handled customer escalations.

Team Leadership KPIs Training Performance Monitoring

Customer Service Advisor

Capita

Dec 2014 - Mar 2019 (4 years 3 months)

In my role as a Customer Service Advisor, I answered customer inquiries, provided product information, and handled complaints. I also trained teams and processed credits and refunds, ensuring customer satisfaction.

Customer Service Training Product Knowledge Communication

Credit Advisor

The Foschini Group

Nov 2008 - May 2014 (5 years 6 months)

As a Credit Advisor, I created debt management plans and assisted clients in achieving financial goals. I managed data capturing, handled bill inquiries, and provided floor support while also training and coaching team members.

Customer Service Financial Management Team Leadership Coaching