Ngonidzashe Jokomo
Senior Operations Improvement Team Lead At Exness
Kuala Lumpur,14
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
7
7
years of professional experience
1
1
Language
Work History
Senior Operations Improvement Team Leader
Exness
01.2024 - Current
- Worked with team to identify reasons for high contact ratios and case ages, to devise solutions based on findings.
- Set performance expectations and KPIs for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Work closely with Business Improvement Managers doing data research to identify automation solutions and analyzing the feasibility of implementation.
- Productizing of key support processes, designing an automated solution that will benefit clients and increase the operational efficiency of support.
Senior Knowledge Team Lead
Exness
04.2023 - 01.2024
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing coaching, feedback, and skill development opportunities.
- Established clear performance KPI metrics for the team which helped in tracking progress towards set targets effectively.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Focus on improving customer support operational and process efficiency.
Support Knowledge Team Lead
Exness
10.2021 - 02.2023
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Developed and maintained effective relationships with key stakeholders to better collaborate and streamline knowledge to the support teams.
- Set up a structure to allow specialists to from different regions to interact and brainstorm solutions of issues faced in different regions.
Knowledge Specialist
Exness
05.2020 - 09.2021
- Improved customer satisfaction rates through proactive problem-solving and efficient creation of complaint resolution manuals.
- Create and manage all client handling procedures and escalation matrix for the SSA regional support team.
- Coached team members in techniques necessary to troubleshoot, resolve or escalate client's issue.
- Created a knowledge base in confluence for regional specific manuals like KYC verifications.
- Aligned with other departments like sales and payments departments on the creation of interaction templates.
Customer Support Executive
Exness
07.2019 - 05.2020
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints raised via livechat, emails and calls.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Followed up on client's issue that was escalated to Level 2 support.
Logistics Intern
Rentwise Sdn Bhd
10.2017 - 02.2018
- Monitored shipment statuses closely, proactively addressing potential delays or issues before they impacted our clients.
- Scheduled deliveries and shipments, and provided real-time updates to all parties.
- Participated in logistics projects focused on cost reduction, service improvements, and risk mitigation.
- Built and established relationships with staff and vendors.
Education
BBA - International Business
Nilai University
Kampung Baharu Nilai, Negeri Sembilan, Malaysia 04.2001 -
Skills
- Relationship Building
- Influencing skills
- Teamwork and Collaboration
- Work Planning
- Problem-Solving
- Process Improvement
Timeline
Senior Operations Improvement Team Leader
Exness
01.2024 - Current
Senior Knowledge Team Lead
Exness
04.2023 - 01.2024
Support Knowledge Team Lead
Exness
10.2021 - 02.2023
Knowledge Specialist
Exness
05.2020 - 09.2021
Customer Support Executive
Exness
07.2019 - 05.2020
Logistics Intern
Rentwise Sdn Bhd
10.2017 - 02.2018
BBA - International Business
Nilai University
04.2001 -
Similar Profiles
ALI YUSSUF TUNAALI YUSSUF TUNA
Senior Customer Support Executive at ExnessSenior Customer Support Executive at Exness
Anna SmoliazhenkoAnna Smoliazhenko
Head of Technology Operations Office at ExnessHead of Technology Operations Office at Exness
Mohammed BendassarMohammed Bendassar
Stock Trader at ExnessStock Trader at Exness