Experience

Direct Transact

• South Africa
• Financial Services
• 1 - 100 Employee

• Project & Client Relations Manager

  • Feb 2022 - Present

• Project Manager

  • May 2019 - Feb 2022



Compuscan

• Project Manager

  • Feb 2019 - Apr 2019

  1) Project Management2) Portfolio Management3) SDLC Management4) Process Development 5) 3rd Party Management6) Client Relations Management7) Trend Analysis & Reporting8) Service Delivery Management9) Governance & CompliancePosition Re-Assumed

• Business Analyst

  • May 2018 - Jan 2019

  1) Business Analysis2) Process Development3) Business Intelligence4) Stakeholder Engagement 5) Trend Analysis & Reporting 6) Planning & Organising7) 3rd Party Management8) Client Relations Management9) Governance & CompliancePlease request full CV for detail.

• Project Manager

  • Aug 2015 - Apr 2018

  1) Project Management2) Portfolio Management3) SDLC Management4) Scrum Master5) Process Development 6) 3rd Party Management7) Capacity Management8) Client Relations Management9) Trend Analysis & Reporting10) Service Delivery Management11) Governance & CompliancePlease request full CV for detail.



Lumico (Pty) Ltd

• South Africa
• Advertising Services
• 1 - 100 Employee

• Head of Project Management

  • Nov 2014 - Jul 2015

  PROJECT MANAGEMENT 1) Managing online platform projects for clients utilizing graphic design, developers & content resources. 2) Manage a team of project managers & manage their project strategies, development & execution. 3) Managing cross-functional teams (design & development) & agreement towards project deliverables & deadlines. 4) Project plan collaboration, preparation, status upkeep & communications to clients. 5) Project handover management between development & operational support areas. CAPACITY MANAGEMENT 1) Resource planning & allocation against project timeline deliverables. 2) Facilitating collaboration & agreement between clients & internal teams on product & strategy outputs. 3) Daily project deliverable QC on content, graphics & development teams against agreed planning. PLANNING & ORGANISING 1) Chairing project requirements scoping session with multiple clients. 2) Strategize, prepare & manage social media platforms & social engagement strategies for clients. 3) Prepare visual presentation of platform layouts & client content requirements for submission to the artwork department, content writing team & allocated development resources. CLIENT RELATIONS MANAGEMENT 1) Conduct meetings with clients to establish scope of visual & content requirements per project. 2) Facilitate client testing & sign-off towards productionalisation (go-live). QUALITY MANAGEMENT 1) Manage artwork & content deadlines in accordance with client agreement & expectations. 2) Coordinate & manage the online platform building process as briefed with project developer(s) continuously to avoid delay on project handover. TREND ANALYSIS & REPORTING 1) Analysing month on month platform engagement statistics & trend identification: (Facebook, Twitter, Instagram & Google Analytics). 2) Reporting on trend views & strategy adjustments towards improved client engagement & brand association. 3) Refining monthly reporting visuals to highlight engagement attributes. Show less



Altech Autopage Cellular

• Regional Manager (Western Cape)

  • Mar 2013 - Sep 2013

  SALES MANAGEMENT 1) Define & manage a monthly marketing plan for the region.2) Plan & coordinate promotional activity for 17 retail outlets. 3) Identify & investigate opportunities for expansion & relocations within the region.4) Engage with retail property developers, landlords & center management on retail space availability.5) Ensure franchise compliance in accordance with the dealer agreement.6) Initiate and facilitate in-store support mechanisms to drive product, acquisition and retention business: (On-selling, Promotional activity & driving value added service awareness with the customers) RETAIL MANAGEMENT 1) Conduct monthly visits to each of the 17 outlets to discuss performance against target.2) Implement corrective measures to improve franchisee month on month performance:(Acquisitions, Retentions, Churn, out of contract base)3) Analyse the financial health of the franchiseship & plan growth strategy with franchisees. 4) Actively mine web-leads for potential dealers on new store openings available and/or stores selling.3RD PARTY MANAGEMENT 1) Develop & maintain partnerships with regional network operator’s representatives.2) Develop & maintain partnerships with product suppliers to ensure consistent participation in the regions’ & each stores’ sales objectives support.CUSTOMER CARE 1) Assist the retail stores with customer complaints and enquiries to ensure timeous resolve.2) Support franchisees with operational challenged and coach on improving operational & sales performance. TREND ANALYSIS & REPORTING 1) Developed and implemented “mystery shopper guide/checklist” & “monthly performance tracking tool” 2) Support other regional managers with performance tracking tool for implementation within their respective regions.3) Investigate location data to measure against existing stores’ performance &implement rectification plans: (Centre / Mall foot count records, Visibility & Proximity to Competition) Show less

• Project Manager

  • Apr 2007 - Jun 2013

  1) Project Management2) Budget Management 3) Supplier Relations & Management4) Process Development5) Retail Operations6) Brand Management7) Retail LeasingPlease request full CV for detail.

• Special Operations Supervisor

  • Aug 2006 - Apr 2007

  1) Establish and maintain handset manufacturer and repair center relations2) Control, monitor and report on repair center service level agreement compliance3) Manage department call statistics, service levels and client query resolution4) Managing a Special Operations Help Desk team of 8 staff:- Interviewing and procurement of staff- Staff coaching, skills development and service quality assessments- Conduct performance appraisal and disciplinary measures as required

• Customer Service Supervisor

  • Feb 2004 - Aug 2006

  1) Facilitate the resolve of customer call queries and complaints2) Monitor and manage department call statistics and service levels3) Manage a national call center team (customer services) of 10 staff:- Staff coaching, soft skills development and service quality assessments- Coordinate training requirements - Conduct performance appraisal with staff individually.

• Customer Service Consultant

  • Feb 2001 - Feb 2004

  1) Facilitate the resolve of customer call queries and complaints2) Monitor and manage department call statistics and service levels3) Manage a national call center team (customer services) of 10 staff:- Staff coaching, soft skills development and service quality assessments- Coordinate training requirements - Conduct performance appraisal with staff individually.

• Retail & Administration Consultant

  • Jan 1999 - Jan 2001

  1) Resolving walk-in customer complaints and queries2) Processing of subscriber contract applications, credit vetting and renewal thereof. 3) Direct counter sales of cellular equipment, airtime and post-paid contracts. 4) Control and reporting of stock levels.



Game

• Witbank (Mpumalanga)

• Sales & Credit Vetting Consultant

  • Mar 1998 - Dec 1998

  1) Administer and control stock levels 2) Resolving walk-in customer complaints and queries 3) Direct counter sales of cellular airtime subscriber agreements 4) Process applications through the service providers’ credit vetting process 5) Direct counter sales of cellular equipment and airtime. 1) Administer and control stock levels 2) Resolving walk-in customer complaints and queries 3) Direct counter sales of cellular airtime subscriber agreements 4) Process applications through the service providers’ credit vetting process 5) Direct counter sales of cellular equipment and airtime.