Russell Da Silva
Director Of Customer Care at Wolfe- Claim this Profile
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Afrikaans -
Topline Score
Bio
Anton van Heerden
I worked with Russell at MiX Telematics and he is one of the best Operations and Customer Relationship professionals I have worked with. He is a great leader who empowers his staff and focuses on helping them grow. He builds great relationships with clients and is always looking how to improve systems and processes to provide great service and a better work environment for his team. Russell’s excellent communication skills, and way he managed meetings and conference calls, always amazed me. Russell’s energy, leadership skills and work ethic makes him a great asset to any company.
Pete Allen
I worked alongside Russell and for brief time he was part of my team at MiX telematics. Russell had the challenge of running a support team without the tools needed to measure and manage effectively. He took initiative by exploring tools to improve our process and to better service our customers. He successfully implemented Zendesk in our Americas operation, which eventually was adopted by other MiX entities. For those companies looking for honest people with can do attitudes, Russell is that person. The highest praise I can give is this, if I have the opportunity to hire Russell again, I wouldn't hesitate.
Anton van Heerden
I worked with Russell at MiX Telematics and he is one of the best Operations and Customer Relationship professionals I have worked with. He is a great leader who empowers his staff and focuses on helping them grow. He builds great relationships with clients and is always looking how to improve systems and processes to provide great service and a better work environment for his team. Russell’s excellent communication skills, and way he managed meetings and conference calls, always amazed me. Russell’s energy, leadership skills and work ethic makes him a great asset to any company.
Pete Allen
I worked alongside Russell and for brief time he was part of my team at MiX telematics. Russell had the challenge of running a support team without the tools needed to measure and manage effectively. He took initiative by exploring tools to improve our process and to better service our customers. He successfully implemented Zendesk in our Americas operation, which eventually was adopted by other MiX entities. For those companies looking for honest people with can do attitudes, Russell is that person. The highest praise I can give is this, if I have the opportunity to hire Russell again, I wouldn't hesitate.
Anton van Heerden
I worked with Russell at MiX Telematics and he is one of the best Operations and Customer Relationship professionals I have worked with. He is a great leader who empowers his staff and focuses on helping them grow. He builds great relationships with clients and is always looking how to improve systems and processes to provide great service and a better work environment for his team. Russell’s excellent communication skills, and way he managed meetings and conference calls, always amazed me. Russell’s energy, leadership skills and work ethic makes him a great asset to any company.
Pete Allen
I worked alongside Russell and for brief time he was part of my team at MiX telematics. Russell had the challenge of running a support team without the tools needed to measure and manage effectively. He took initiative by exploring tools to improve our process and to better service our customers. He successfully implemented Zendesk in our Americas operation, which eventually was adopted by other MiX entities. For those companies looking for honest people with can do attitudes, Russell is that person. The highest praise I can give is this, if I have the opportunity to hire Russell again, I wouldn't hesitate.
Anton van Heerden
I worked with Russell at MiX Telematics and he is one of the best Operations and Customer Relationship professionals I have worked with. He is a great leader who empowers his staff and focuses on helping them grow. He builds great relationships with clients and is always looking how to improve systems and processes to provide great service and a better work environment for his team. Russell’s excellent communication skills, and way he managed meetings and conference calls, always amazed me. Russell’s energy, leadership skills and work ethic makes him a great asset to any company.
Pete Allen
I worked alongside Russell and for brief time he was part of my team at MiX telematics. Russell had the challenge of running a support team without the tools needed to measure and manage effectively. He took initiative by exploring tools to improve our process and to better service our customers. He successfully implemented Zendesk in our Americas operation, which eventually was adopted by other MiX entities. For those companies looking for honest people with can do attitudes, Russell is that person. The highest praise I can give is this, if I have the opportunity to hire Russell again, I wouldn't hesitate.
Credentials
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Prepare
AdaJun, 2023- Nov, 2024
Experience
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The Wolfe Companies, LLC
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United States
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Online and Mail Order Retail
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1 - 100 Employee
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Director Of Customer Care
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Mar 2021 - Present
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MiX Telematics
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IT Services and IT Consulting
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700 & Above Employee
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Director Of Client Services
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Feb 2018 - Mar 2021
• Established performance and service goals and held associates accountable for individual performance. Currently achieving in excess of 90% of SLA targets. • Implemented Zendesk (CRM ticking software solution). • Managed 20 employee's comprising of Managers, Technical Support and Client Care Agents • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution. • Implemented Customer Experience Management… Show more • Established performance and service goals and held associates accountable for individual performance. Currently achieving in excess of 90% of SLA targets. • Implemented Zendesk (CRM ticking software solution). • Managed 20 employee's comprising of Managers, Technical Support and Client Care Agents • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution. • Implemented Customer Experience Management software. Currently achieving 96% CSAT rating • Assumed full ownership of resources, budgeting and profit and loss management to support business profitability.
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Client Services Manager
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Nov 2015 - Jan 2018
• Applied best practices in customer service, sales and employee management to exceed organizational goals. • Scheduled and attended meetings with clients and prospective clients as requested. • Managed department call volume of 4000 calls per month and coordinated department schedules to maximize coverage during peak hours. • Monitored metrics and developed actionable insights to improve efficiency and performance. • Led process improvement and problem-solving efforts to create… Show more • Applied best practices in customer service, sales and employee management to exceed organizational goals. • Scheduled and attended meetings with clients and prospective clients as requested. • Managed department call volume of 4000 calls per month and coordinated department schedules to maximize coverage during peak hours. • Monitored metrics and developed actionable insights to improve efficiency and performance. • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team. • Achievement of agreed ticket resolution times for all categories of service requests.
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Key Account Manager
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May 2012 - Oct 2015
• Elevated account management by predicting potential competitive threats and outlining proactive solutions. • Communicated progress of monthly and quarterly initiatives to internal and external teams. • Monitored metrics and developed actionable insights to improve efficiency and performance. • Managed successful negotiation of long-term contract renewals. • Measured customer support success with clear metrics to attain > 90% of SLA goals. • Led process improvement and… Show more • Elevated account management by predicting potential competitive threats and outlining proactive solutions. • Communicated progress of monthly and quarterly initiatives to internal and external teams. • Monitored metrics and developed actionable insights to improve efficiency and performance. • Managed successful negotiation of long-term contract renewals. • Measured customer support success with clear metrics to attain > 90% of SLA goals. • Led process improvement and problem-solving efforts
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Al-Futtaim
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United Arab Emirates
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Retail
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700 & Above Employee
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Business Sector Manager - Distribution
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Dec 2007 - Apr 2012
• Managed 20 administrative staff & 100 drivers • Daily reviewing of performance to promote timely and efficient deliveries and operations. • Reduced subcontracting by 95%. • Increased delivery volumes by 80% within 3 years of fleet ownership. • Implemented daily fuel consumption controls which reduced expenditure by at least 20% over 3 years.
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Warehouse Operations Manager
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Aug 2006 - Nov 2007
• Managed over $25 million in inventory and 100 employees in 100,000 square-foot warehouse • Boosted warehouse operations efficiency by overseeing dispatching and setting optimal employee schedules.
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Education
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1994 - 1997
University of the Witwatersrand
Bachelor's degree, Education -
1989 - 1993
Sandringham High School
High School Diploma
Community
