Seeking new opportunities in Call Center environment. My name is Euodia Maronette Jacobs and I have a vast amount of experience in both the Financial and Contact Centre industries, amounting to over 20 years of experience. Roles that I have occupied varies from Collections, Debtors, Tracing and Product Consultant, to Credit Card Team Leader and then later to Operations Manager, Acting Call Centre Manager, Compliance Manager, Fraud Manager, and Inductions Manager. My aim is to persevere and obtain my MBA degree. I have also completed numerous training programs which can be viewed in my resume.

1. Resume
Of
Euodia
(Jody)
Jacobs

2. Attention: HUMAN RESOURCE DEPARTMENT

3. My name is Euodia Maronette Jacobs and I have a vast amount of experience in both the
Financial and Contact Centre industries, amounting to over 20 years of experience. Roles that
I have occupied varies from Collections, Debtors, Tracing and Product Consultant, to Credit
Card Team Leader and then later to Operations Manager, Acting Call Centre Manager,
Compliance Manager, Fraud Manager, and Inductions Manager. My aim is to persevere and
obtain my MBA degree. I have also completed numerous training programs which can be
viewed in my resume.
I have strong interpersonal skills and the ability to relate and communicate with individuals
from all spheres of life on both a social and a professional level. I pride myself in my diverse
working experience which allows me the privilege of having a greater interaction and
communication with all; People Development being my core passion. Honesty and a goal
orientated work ethic are also amongst the qualities that I embody; accompanied with a strong
sense of self and a tasteful sense of humor. I also see myself as an individual that favors
structure and I believe that I am equipped with good analytical and problem solving skills as
well as a high level of attention to detail to create this structure. I believe that I am assertive in
my actions and I use initiative to make sound decisions for the progression of an organization.
I am punctual, hardworking, highly committed, loyal and dedicated to delivering the highest
levels of quality.
Specific information regarding my qualifications and work experience is recorded in my
attached Curriculum Vitae and I hope you will find my resume favorable
Yours Sincerely,
Euodia Maronette Jacobs
jacobsEM1@gmail.com
083 373 5213

4. PERSON AL IN FORM ATION
Date of Birth: 09 April 1967
Contact Details: 083 373 5213
Email Address: jacobsEM1@gmail.com
Nationality: South African
Marital Status: Single
Gender: Female
Children: 1 daughter 28 years old
Languages: English and Afrikaans
Health: Good
Criminal Record: None
ED U C ATION AN D Q U AL IFIC ATIONS
SCHOOLING
 School: Kasselsvlei S.S.S
Highest Standard Passed: Matric
Year Completed: 1984
Subjects: English, Afrikaans, Needlework, Business Economics, Domestic Sciences. Biology
ADDITIONAL CERTIFICATIONS
 Institute Attended: Kagiso Leadership School
Course completed: Retail Management Diploma
 Institute Attended: Emmanuel’s Advanced
Course completed: Fundamental Leadership Training NQF 4
 NQF Level 6 Management Diploma (USB) 2015
ADDITIONAL CERTIFICATES
Global Business Solutions / Disciplinary workshop
MERCHANTS
Merchants/ Performance Management Program 2011

5. Leadership Foundation Program 2011
Module 1: Leadership and Management
Module 2: Communication and
Feedback
Module 3: People Management and Customer Service
Satisfaction Labour Relations Training/2011
WORK EXPERIEN C E
TELEPERFORMANCE: CUSTOMER EXPERIENCE MANAGER (VODAFONE)
01 June 2016 till 31Januar y 2017 current 7 Contract Position
E n s u r i n g Customers receive first class, excellent service always within Teleperformance Cape
Town. The Customer Experience Manager will ensure that the agent groups have the relevant
knowledge, learnings, feedback and support to deliver the right answer to our customers each time.
A Customer Experience Manager will work with 15 Vodafone Customer Relationship Manager’s and
the
associated agent population (FTE of approx. 550)
The Role
Communication
Hold governance meetings with Customer Relationship Managers each day, week and month to
ensure that all activities and priorities are achieved
Be responsible for the understanding and application of all Team Times, Need to Knows and Take
5’s within each Customer Relationship Manager
To ensure that system utilisation and knowledge tools is at required levels every day across
Vodafone campaign
To regularly communicate to the CCM any issues of Customer Experience, insights and solutions
to improve resolution for customers
To work closely with the Account Manager and CCM on customer insight initiatives, analysis
and communication to Vodafone client and TP Exec
Customer Insight and Analysis
Tracking, consolidation and reporting of all QTL, monitoring and detractor analysis on
Vodafone account
Provide insights into: behavioural issues, learning gaps and upstream initiatives to improve
Customer Experience and resolution
To ensure regular review into cases of unsatisfactory customer experience (People Failures,
Resolution Desk, Customer Care Breaches, Detractor Comments and other related matters) on a
regular basis to understand insight and learnings for agent group

6. To raise issues that prevent customer experience in a quick, efficient manner each time they occur
(such as system outages, profile issues and products)
Performance Management and Governance
To ensure that all escalations, feedback and support to agents are provided each day by Customer
Relationship Manager
To observe, coach and motivate the Customer Relationship Manager each day, week and
month to ensure that all consequences are understood for staff on Vodafone who do not
deliver the
standards of customer experience

7. Working closely with ACCM’s and Support Services
To ensure that feedback is constructive to ACCM’s and Support Services in matters of customer
experience
To ensure that Customer Experience remains a focus in all conduct and working policies of
Senior Leadership team
To escalate any Team Leader issues regarding Customer Experience into the relevant ACCM.
Quality, Coaching and TOPS
To ensure the required number of monitors are completed each month for Customer
Experience Insight (remotely and side by side)
To attend training, calibrations on quality and customer experience
To provide coaching and support using TOPS methodology to Customer Relationship Manager
Skills and Attributes
Ability to influence internal and external stakeholders
Attention to detail and excellence in all aspects of work
outputs A passion for Customer Service
Report writing and insight analysis
Experience & Requirements
Minimum of 3 years Telecommunications experience working with British
Customers Minimum of 2 years Leadership experience
Experience of Second Line Management would be beneficial
Understanding of tNPS and Customer Experience initiatives, metrics, insights and
policies Shift work is a requirement
Dealing with confidential information
Intermediate proficiency in MS Office (Full
Suite)
Qualifications
Matric/NQF Level 4 would be ideal
KPI’s KPI Definition Target
FCR FCR is measured by
reviewing repeat calls from
Vodafone
customers across the agent
group the Customer
Relationship Manager is
70% FCR or above
tNPS tNPS is measured by immediate
customer surveys from
Vodafone customers across
the agent group the Customer
Relationship Manager is
responsible for
10% tNPS or above
Transfers % Transfers made should be
necessary, acceptable and
follow
all Vodafone guidelines;
measure across the agent
group the
Customer Relationship
20% or below

8. Knowledge Checks Ongoing knowledge
will be assessed of agent
group on
systems, products and updates
100% of agent group and
Customer Relationship
Manager
should be competent always
and a clear path
and understanding
for

9. TELEPERFORMANCE: ASSISTANT CALL CENTRE MANAGER (VODAFONE)
16 November 2015 – 22April 2016 Retrenched
Duties:
1. People Management
Leadership
 Leads by example in living the values of the organisation.
 Ensures the department is fully equipped to handle the work load and distribute work flow.
 Coaches to ensure a full understanding of consequences of errors.
 Creates an environment that fosters team work and co-operation amongst team members.
 Creates awareness of Vodafone strategic objectives and their alignment to the department
and company objectives.
 Communicates effectively, building and maintaining relationships.
 Ensures consistent compliance to company policies and procedures, corporate governance and
relevant legislation.
Attraction & Selection
 Ensures appropriate staffing and action accordingly.
 Identifies need for creation of position and forward recommendation to direct manager and HR.
 Ensures appointments are in line with EE targets / strategy.
 Selects and places candidates in terms of agreed recruitment and selection process.
Retention
 Develops and empowers people, recognizing and rewarding value-added performance.
Training and Development
 Continually strives to up-skill and motivate staff through effective leadership,
mentoring, coaching, performance improvement and the creation and implementation
of individual development plans
 Monitors implementation of training needs as per individual development plans.
Career Path Succession Planning
 Identifies, manages and develops talent.
Performance Management
 Sets direct reports quantitative and qualitative performance objectives and ensure individual
performance objectives are in place and reviewed to meet organizational and individual
needs.
 Ensures bi-annual performance reviews take place with direct reports, identifies poor
performance and takes corrective action.
2. Operations Management
 Manages operational costs through effective resource management.
 Ensures that the required metrics and measures are in place and monitored to provision the
management of the client SLA and contractual agreements.

10.  Takes responsibility for the ongoing support of the operations to ensure sustained and
profitable growth throughout the contractual lifecycle.
 Ensures all the necessary operational policies, procedures and processes are clearly documented,
regularly reviewed and cascaded throughout the operation.
 Ensures the production of relevant, useful and professional reports as required by the client in
order to provide intelligence for operational improvements.
 Identifies areas of improvement in systems and processes that operate within the centre and to
plan, design and implement action within the business protocols.
 Assumes accountability in any projects undertaken by the business unit, ensuring that effective
management occurs and deliverables are achieved in a timely and cost-effective manner.
 Ensures consistency and standardisation with the client's other operations.
3. Client Engagement
 Maintains positive client relationships and alerts management to operational delivery issues.
 Provides effective operational client management and ensures that all client engagements are
managed professionally and ensures that these demonstrate the Merchants values always.
4. Systems
 Nice
 Infinity
 Siebel
 CCMS/ CMS
 Avaya
Reason for leaving: Retrenched
RCS: FRAUD TEAM LEADER
2nd December 2013 till 15 November 2015
Duties:
Handling Inbound Call Centre w ith Head Count of 15 agents: Fraud and General queries
 Agree set goals with team members covering performance, quality and development areas;
 Focus on career and skills development of team members;
 Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters;
 Drive the achievement of targets;
 Manage and maintain focused and highly motivated team members;
 Coach and develop team into a high-performance culture;
 Manage staffing needs, productivity and quality;
 Manage Employees by ensuring continuous communication, feedback, motivation and Company
behaviors have been lived
 Handle Internal and External Customer Services – compliments, complaints;
 Accurate Reporting;
 Ensure company policies and procedures are communicate to the team;
 Ensure that daily/monthly Contact Centre targets are met.
Systems
 Verint

11.  Vision plus
 Alpha plus
 CMS
 ITS
 XDS &ITS
Reason for leaving: Better job opportunity
MERCHANTS: OPERATIONS MANAGER June 2008 – January 2013
Supporting Functions – Acting Call centre manager /Compliance Manager
Duties:
People Management
 Ongoing coaching and support of Senior team
 Day to day management of Senior team
 Document Team Leaders’ Personal Development Plans
 Regular communication to Team Leaders and Call Centre Agents
 Develop performance promises for all Team Leaders and conduct mid -year and annual reviews
 Customer relations
 Management of customer escalations and complaints
 Ensure operational delivery is in line with contractual obligations
 Attend calibration sessions
 Reporting & Administration
 Provide relevant internal and external reports as per the business unit requirements
 Analyze business data identifying and highlighting trends to the management team
 Monitor absenteeism and adherence
 Compile ad hoc reports as and when required
 Submit relevant reports to the management team as and when required
 Analyze operational data and take relevant action
 Review and redesign of current reporting tools to meet the Management Information requirements
of the organization
 Ensure Agent time sheets are accurately completed and timorously submitted
Staff Management & Development
 Act as an “on brand” role model to lead and coach staff, ensuring they are up to date with all
aspects of iiNet products, processes and service level standards.
 Work with the Contact Centre Manager to plan and implement the coaching and developing of
staff in line with broader departmental direction and objectives.
 Work with the Contact Centre Manager to identify emerging leaders and undertake an active
program of development plans, coaching and mentoring.
 In line with the A+D process review employee performance in a formal capacity and provide
feedback.
Identify skills gaps and development opportunities.
 Contribute to the recruitment and selection process by interviewing and informing selection

12. decisions as required.

13. Operations Management
 Manage staff adherence to rosters, attendance and leave to ensure the optimum level of
customer service resources is available.
 Help to minimize call volume when major outages affect the Contact Centre.
 Authorize customer credits and refunds as required.
 Take ownership of escalated customer service issues and manage the effective resolution as
required.
 Work with other Customer Service Managers and internal departments as necessary to re-
direct workflow and customer requests to ensure timely and effective resolution of issues.
 Supply a monthly report to the CCM on Team performance.
Contact Centre Performance
 Ensure excellent service is provided to all iiNet customers by managing performance on a
day-to- day basis to ensure targets are met.
 Achieve Customer Acquisition targets through customer centric service delivery.
 Achieve Customer Retention targets.
Management and Development
 To assist in the development and training of CSM’s, seniors and CSRs with leadership
potential
 Ensure adherence to guidelines and operational protocols and or business processes.
 Create a culture that supports our learning organization.
 Develop clear succession planning in line with Customer Service Operations plan and ensure
that all Team Members have a documented plan in place.
 Where appropriate, become involved in the analysis and resolution of staff management
issues to ensure the smooth running of the Centre in line with brand values and performance
targets.
Customer Relationship Management
 Represent iiNet to facilitate the resolution of customer complaints and disputes as required.
Communication
 Facilitate effective communication channels between all Customer Service team members to
ensure knowledge is shared and updated as required.
 Ensure regular and effective communication with direct reports including a balance of formal
and informal meetings by liaising with the WFM team to ensure that rosters are unaffected and
shrinkage targets are met.
 Provide regular updates to management on a formal and ad-hoc basis as required.
 Attend wider team meetings within the Contact Centre as required
Reporting
 Provide performance statistics against targets and weekly/monthly update reports to feed
into management reporting as required.
Business Improvement
 Identify opportunities for improvement in systems and processes and propose
solutions as appropriate.

14.  Champion a focus upon business improvement and encourage ideas and suggestions
from Customer Service teams.
Project Management
 Contribute to any projects undertaken by the department, ensuring that effective
participation occurs and deliverables are achieved in a timely manner.
 Contribute to or manage any projects as delegated within the Virtual Call Centre environment.
 On the site Reward and Recognition program.
 Coordinate all local promotions and incentives with iiNet Marketing department.
Occupational Safety and Health
 Responsible for taking reasonable care to ensure own safety and health at work, and to
avoid adversely affecting the safety or health of any other person at work.
 Play an active leadership role in reducing risk and injury in the work place.
Responsibilities on Demand
 Due to the fluid and dynamic environment within iiNet, new, additional or changed
position responsibilities may be required at any time
 Successful demonstration of Change Orientation is an on-going responsibility in all iiNet
positions.
 Deputize for the Contact Centre Manager when required.
Reason for leaving: Resigned started my own Interior design
business
WO O LWORTHS CREDIT MANAGEMENT
All information Related to Woolworths below is from the period 1 July 1994 to 30 th
June
2008
Job Title: Debtors Clerk June 1994 –May
1997 Duties:
 Team Leader, Accounts department
 Dealing with agencies, handover of accounts Complying stats for team on the
 Weekly & monthly basis. Itc (ITC (Information Trust Corporation.) Experian
 Credit bureau. Co- Coordinator for the Credit Management Team
WO O LWORTHS (Tracing Department)
Job Title: Legal Tracing May 1997 –Oct
2001 Duties:
 Team Leader, Tracing of all different accounts,
 Bltl (Cyber trace), Itc (ITC (Information Trust Corporation.) Experian
 Credit bureau. Updating & Listing on the bureaus. Complying with weekly & Mthly stats &

15. staffing.

16.  Co- Coordinator for the Credit Management Team
 Refer – attachment project set-up by myself to enhance my team
 Members understanding of how stores operate.
WO O L WO RTH S F I N A N C I A L S E RV I C E S
Job Title Consultant WFS Desk Canal Walk O ct 2001-Jan 2002(Pilot Project)
Duties:
 Dealing with selling of all products of WFS, Customer Services desk.
 Escalated queries of accounts, and writing new deals on all products
 Cashing up, loading of ATM machines at WFS desk,
 Requesting money from bank to load ATM machines. Daily stats, staffing.
WO O LWORTHS SERVICE CENTRE
Job Title Customer Service Consultant /Coach Jan 2002 – Jan 2006
Duties
 Coaching & feedback, to enhance delivery to customers
 Training and coaching of team members & new recruits
 Manage escalated queries Support the technical
 E-mail correspondence: Dealing with correspondence of customers & E-mail back with
feedback. Arrangements via E-mail on accounts Turn-around time for E-mail's is 24
Hours.
Dialler
 Outbound calls only: Need to ensure that number of connects have been reached per hour
30
 Connects per hour & 15 right party connects per hrs.
 Information linked with the dialer is QA = quality assessment of calls which is 90%?
 Loading of different campaigns for staff to work daily
WO O LWORTHS SERVICE CENTRE
Job Title: Team Leader / Jan 2006 -June2008
Duties:
Real-time Monitoring
 Monitor queues (including IVR) and agent activities
 Print & address non-adherences and follow set-up procedures
 Update schedule with exceptions e.g. swaps
Update Sunday report
 Tick schedule and update report with sick, late and exceptions Monitor queues (incl. IVR)

17.  Comment on daily activities and obtain
reasons: System issues
Queue times
Unplanned events
 Update report at 17:00 with Service Levels and adherences
Real-time Monitoring
 Monitor queues (including IVR) and agent activities
 Print & address non-adherences and follow set-up procedures
 Update schedule with exceptions e.g. swaps
General
 Any system related issues to be logged with System Support on extension 75000.
 In the case of emergencies please call you Manager
 Agents not allowed working in their tea and lunch breaks in terms of Legal obligations
Daily:
 Huddle sessions with teams at the beginning of every shift
 Draw agent’s availability reports daily (discuss reports with agents).
 Ensure agent adherence to schedule on an intra-day level and address non-adherence immediately
 Advise bridge of any absenteeism, sick leave or late coming of agents in the team.
 Conduct return to work interviews with agents on the day of return, following absenteeism and
sick leave
 Complete necessary disciplinary documentation, where required.
 Escalate, track and follow up on systems related issues daily.
 Ad-hoc coaching when required (improve 1
st
line resolution)
 Authorize agents shift swap by following the business principles.
 If agents are absent or sick ensure that there is enough cover on the floor, especially in the evenings
or over weekends
Weekly:
 Weekly performance and adherence results – Individual Teams.
 Weekly report back on a Monday morning to Management on people, processes and systems
 Facilitate weekly team meetings with your team (agenda, actions, feedback, etc.)
 Track percentage absenteeism vs. standard
 Complete agents QA, to improve quality customer service
 Complete and submit relevant documentation to HR on a weekly basis as agreed (sick certificates,
etc.)
Q quarterly:
 Complete quarterly assessments to establish standards for your team
 Prepare for your own personal assessment
 Ensure that staff members take their annual leave in time, so that they don’t forfeit any annual

18. leave (view summaries from HR

19. Annually
 IPM – throughout the year (100% implementation)
 360-degree feedback (Agents, Team Leaders and Managers)
 Team Building.
 Participate in recruitment throughout the year when required, aligned to WW‘s EE policies
Debt Consolidation Team Leader (New Pilot Project 2 months)
 Consolidating Customers Debt all 3 in store Card account, Loan account & Visa Credit
Card.
 Offering Customers, a new loan Product with one re payment amount
Computer Literacy and Systems
 Prime
 Online
 Trim
 Ghost fill
 CCS monitor
 Nice
 CC pulse
 Microsoft word
 Excel
 Internet
 Intranet
 E mail
 Customer Central
 Internal CRM Tools (PTS, ICE, Nice)
 Vision
 Cyber Trace
Reason for leaving better job
opportunity
SHOPRITE KUILS RIVER
Job Title Cashier
Time – Dec 1984 – Dec 1985
Reason for Leaving – Better job opportunity (Casual Position)
WOOLWORTHS
Job Title Cashier
Time Dec 1985 – Dec 1986
Reason for Leaving Better job opportunity (Casual position)

20. Lans Clothing
Job Title-Collections Clerk
Time - Jan1986 – Dec 1988
Reason for Leaving - Better job opportunity
Crown Furnishers
Job Title -Debtors Clerk
Time -Jan 1989 -June 1992
Reason for Leaving-Better job opportunity
Snyman & Partners
Job Title -Tracer
Time-June 1992 – Jan 1994
Reason for Leaving-Better job opportunity
Giddy’s Furnishers
Job Title - Cashier (6 MTHS)
Time-Jan 1994 - June 1994
Reason for Leaving-Better job opportunity
REFEREN C ES
WOOLWORTHS
 Miss A Fox - Call Centre Customer Service Manager
 0826936690
MERCHANTS
 References: Duran Roos
 Position: Call Centre Manager
 0787514922
TELEPERFORMANCE
 Grant Rhode Talent Manager: 0796149912
 Christopher Berry Call Centre manager 0607742308