Desiree Rannoko has over 20 years of experience in contact center operations and customer experience management. She has held roles such as Operations Manager and Employee and Customer Delight Manager at Multichoice, where she oversaw call center performance, quality standards, workforce optimization, and customer experience initiatives. Prior to that, she worked as a contact center supervisor, representative, and fraud investigation clerk. Rannoko has a Certificate in Management from Wits Business School and matriculated in 1992.

1. CV of Desiree Rannoko
PersonalDetails
Name: Desiree Rannoko
Address: 8472 Moldavia
Street, Cosmocityext 7,
Randburg, 2188
Email:
drannoko87@gmail.com
Date of birth: 1975/01/27
Nationality: South African
Sex: Female
Driver’s license: Yes
Own transport: Yes
Work Experience
Contact Centre Operations Manager
Company name: Multichoice
October 2008 – Jan 2015 (7years 2months)
DStv Accounts Segment performance monitoring and ensuring that service levels are achieved
Manage, implement, maintain and Improve quality standards
Ensured the production of relevant, useful and professional reports to provide intelligence for operational
improvements
In-depth understanding of design and implementation of an automated IVR system, continuous update as per
segment/scheme change requirement
Signed off and communicated changes and general communication to service agents and relevant
stakeholders
Ensured consistency, standardization, compliance and adherence of standard operating policies and
procedures within call center operations
Workforce optimization to ensure utmost efficiency of call centre model
Identify areas of improvement in systems and processes in my area of operation
Managing transition of employee from training to environment to call centre operations
Continuous improvement on skills and knowledge through development and motivation of staff
Involved in all business projects that impact Inbound contact centre
Identify project champions and ensure support for successful rollout of projects
Ensuring costing/resource requirements are met and identified operation inefficiencies
Planned events
Maintained and enforced IR and HR policies including facilitating and conducting disciplinary procedures
Performance management, coaching and mentoring, People Management (Call Centre Supervisors)
Developed Coaches and coaches programme to enhance and improve customer experience

2. Ensured monthly performance discussions and management is conducted to monitor and evaluate
attainment of organizational strategic goals
Manage the various functions within the Call Centre environment i.e. Billing Segment, Outsourced call
centre; Journals and Customer complaints team
Develop and enhanced best practice Policies and Procedures in area of responsibility
Strategic analysis; management and monitoring of workloads, trends, patterns and peaks (maintain
acceptable capacity and volume growth)
Set departmental productivity levels to ensure quality service to customers
Create and maintain call centre headcount, forecasts and budget
Effective management of call centre resources and continuous review of how to increase efficiency and
reduce costs
Liaise with relevant stakeholders to ensure customer issues are resolved
Drive company values and culture in partnership with HR
Keep abreast with industry knowledge, developments and involvement in networks
Ensured that all training related to customer experience is scheduled and conducted, where necessary
engaged team leaders to act as catalyst in bridging the gaps in team meetings on scheduled but available
time
Developed and maintained operational plans to maximize efficiencies,drive performance and KPIs
Monitoring random calls to improve quality, minimize errors and track operative performance
Ongoing engagements with HR Division on Workforce Planning (meeting call volume staff demands)
Handling complex customer complaints and/or enquiries (query escalations process)
Employee and Customer Delight Manager “stand in role”
July 2008 to February 2009 (8 months)
Developed and Implemented customer experience framework
Provided customer service representatives with information related to product launches, system changes,
process enhancements, and customer service related communication
Developed a customer experience and employee delight campaign with partner with “Win-Win”
Established and coordinated customer and employee delight campaigns in Customer Care Division
Brand Ambassadors of customer experience within Customer Care division and driving of company values
through employee engagement and participation
Worked with coaches to improve quality of service and to change employee culture into customer
experience
Developed and Implemented communication channels to support the Customer Care department strategy
and objectives
Developed, drove and implemented customer care rewards and recognition programme
Contact Centre supervisor including “acting role”
Company name: MultiChoice
May 2003 – September 2008 (5 years 5 months)
Managed staff complement of 15 Customer service representatives
Ensure adherence to schedule
Performance managed staff
Ensured company and departmental policy standards are upheld

3. Ensured and operational standards are met from a productivity and quality requirement
Effectively recruited and developed staff
Contact Centre representative
Jan 1999 to 2003 (4 years 4 months)
Maintained customer information
Actioned customer requests, billing, technical and general queries
Logged customers queries
Adherence to schedule, quality standards and productivity
Attended training and adhered to knowledge requirements
Fraud Investigation clerk
Standard Bank
1995 – January 1999 (3 years 8 months)
Analyzed credit card fraud transaction reports
Called customers to verify if transactions are valid
Stopped lost or stolen cards
Opened fraud accounts and liaised with card applications departments for reissue of cards
Ensured that dockets are opened and dispatched to the fraud investigation team
Mapped trends and fraud types
SKILLS
 Performance Management
 Change Management
 Operations Management
 Coaching and Mentoring
 Delegation
 Communication
 Administration
 Customer Satisfaction
 HR and IR knowledge
 Contact Centre Management
EDUCATION
Certificate: Management Advanced Programme
Wits Business School: 2008
Subjects
 Operations management
 Human Capital management
 Marketing management
 Finance and Accounting management

4.  Economics
 Strategy
 Group Dynamics
Certificate: New Managers Programme
Wits Business School: 2007
Subjects
 Project management
 Understanding organisational dynamics
 Managing resources
 Managing People
 Written business communication
 Fundamentals of marketing
Senior Certificate: 1992
Subjects
 English 1st language
 South Sotho 1st language
 Afrikaans 2ndlanguage
 Biology
 Geography
 History
REFERENCES
Zonke Gama: Senior Call Centre Manager: 0833753523
Rodney Joseph: Operations Manager: 0832695927
Lerato Pooe: Customer Experience Manager: 0825694078