Ryno Kohn

Client Service Call Centre Agent

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 20 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.

·         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.

 

Service Center Manager – Edgars Tygervalley Center                                              Jun 1996 – Sep 1998

·         Responsible for employing contractors.

·         Perform administrative functions of all service centre reports.

·         Assist with store operations i.e., lock up duties, training and recruitment.

 

Credit Clerk – Edgars Tygervalley Center                                                                       Aug 1993 – Jun 1996

·         Assisted with customers’ queries in the admin office.

·         Did administrative functions in back office.