Ryno Kohn

Customer Services - Inbound Call Centre

CURRICULUM VITAE:

Name: RYNO KOHN
I.D. Number: 6909145151086
Tel: +27 83 461 9522
E-Mail: [email protected]

Personal statement:
As a highly motivated and results-orientated individual working in the Sales, Retail and Call Centre sectors enabled me to gain the required leadership and enthusiasm necessary to provide a quality service to a broad range of customers.
I have a proven track record of providing exceptional customer services to internal and external clients.
I’m able to effectively use technology to increase profits and productivity, while simultaneously delivering a reduction in the cost of doing business. Ensure that the client’s needs are met thus strengthening the relationship. I believe I will be an asset to your company due to my knowledge and experience.

Employment History:
Property Practitioner: Alexander Swart Property Group – Brackenfell Sep 2022 – June 2023
• Seek new business in the form of homes to be sold.
• Marketing of Brand and services offered.
• Ensuring all administrative processes are adhered to.
• Comply with the POPI act.
• Supply weekly feedback on the process thus far on sales targets.

Sales Consultant: LRE Group – Brackenfell Apr 2016 – Sep 2022
• Responsible to seek new business in the form of homes to be sold.
• Assisting clients in enquiring about new property.
• Ensuring all FICA legislative forms are completed, and all administrative processes are adhered to.
• Comply with the POPI act when working with clients’ personal information.
• Assist with marketing the Group’s brand by attending roadshows and promotional events.
• Set up branding stalls at events to enlist new business.
• Supply weekly feedback on the process thus far on sales targets.
• Motivating sales agents to achieve targets.

Coordinator: Forensic Department – TFG Parow Jul 2015 – April 2016
• Responsible to ensure the effective management of the 23 staff resources to service the various areas within the department.
• Investigate/monitor new modus operandi of fraud syndicates.
• Monitor and authorize the daily investigations on customers’ accounts.
• Coaching and mentoring of staff.
• Continue to strengthen the relationship with the operation teams of the 16 Trading Divisions.
• Monitor staff performance to be in line with Key Performance Indicators.
• Deal with any ER-related issues.
• Continuously seek improvements in the current department processes.

Manager: New Accounts Department – TFG Parow Jun 2009 – Jul 2015
• Managing daily operations of a multifaceted department responsible for processing new requisitions with an average of 1.8 million customer interactions per year.
• Involvement in the development of an effective operating system.
• Implemented an incentive scheme insuring better staff utilization and improved productivity.
• Continues the management team’s development to ensure that the 89 agents are coached and mentored to achieve the departmental objectives.
• Managing Departmental budget of R23 million.
• Deliver operational reports.
• Departmental strategic planning session at external venue organized.
• Continues interactions with stakeholders i.e., trading divisions; system developers and management teams.
• Create a department environment that delivers a staff turnover of below 12%
• Ensures that the department is adhering to legislation i.e., POPI, NCR.

Assistant Manager: Forensic Department – TFG Parow Feb 2009 – Jun 2009
• Assist Department Manager in ensuring correct staff performance.
• Involvement in the development of systems and process enhancements.
• Perform a daily administrative task.
• Finalize the monthly management reports.
• Deal with any IR issues.

Forensic: Supervisor – TFG Parow Apr 2003 – Feb 2009
• Authorizing the agent’s fraud investigations that were done.
• Ensure that correct processes were followed.
• Deal with any IR issues

Customer Services: Supervisor – TFG Parow Sep 1998 – Apr 2003
• Assist agents with queries.
• Coach and mentor agents to perform their duties to be in line with department objectives.
• Responsible for departmental year end function.

Service Center Manager – Edgars Tygervalley Center Jun 1996 – Sep 1998
• Responsible for employing contractors.
• Perform administrative functions of all service center reports.
• Plan annual store staff function.
• Assist with store operations i.e., lock up duties, training and recruitment.
• Implement store process and activities for National Account drive.

Credit Clerk – Edgars Tygervalley Center Aug 1993 – Jun 1996
• Assisted with customers’ queries in the admin office.
• Did administrative functions in back office.
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Achievement:
2018 – Agent of the month: March 2018
2017 – Agent for the month: May 2017, June 2017, August 2017, September 2017
2017 – Certificate received: Completion of Group Intern Program
2014 – Finalist for the CCMG (Contact Center Management Group) National Award for the Best Contact Center.
2013 – Second running up for the Best Captive Contact Centre – New Accounts for BPeSA (Business Process enabling South Africa)
2088 – Head boy in Grade 12
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References:
References available on request.
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