Experience

Students for a Better Future

• South Africa
• Primary and Secondary Education
• 1 - 100 Employee

• Operations Manager

  • May 2019 - Present

• Operations Manager

  • May 2019 - Present

  Manage and organise the core operational functions that support SBF andSBF Programmes, ensuring smooth operational coherence and a highstandard of functioning within Human Resources, IT, Procurement,Administration and day-to-day operations



Volunteer

• Cape Town Area, South Africa

• English Second Language Tutor

  • Oct 2017 - May 2019

  I'm currently volunteering at a literacy NGO I've completed a TESOL course I'm currently volunteering at a literacy NGO I've completed a TESOL course



MWEB

• South Africa
• IT Services and IT Consulting
• 500 - 600 Employee

• Escalation Team Manager

  • Aug 2010 - Aug 2017

  Duties & Responsibilities Productivity (for Customer contact center representatives)• Escalations management• Management incidents logged to suppliers e.g. Telkom, OTD, Nology, Fibre Providers• Manage all internal and external TAT'sQuality (for Customer Service Representative and Contact Centre):• Agreed escalations targets• Data integrity• After call survey scores and transfer rates• First Call Resolution• Delivered/ Supported:Disciplinary adherence, performance, life skills, products and services knowledge, understanding of environment,leave and attendance management, work processes, career development:• Technical coaching• Agreed technical refresher training• Vested and maintained company values and behavioursCost managementcustomer creditsImprove work processes:• Resource allocation, contracted projects, implemented initiatives, participation in testing• Manage internal and external communications• Improve process management• Improve and implement escalation processes• Assist support departments with identified tools of measurement within the support environment to ensure excellentservice levelsTeam management• Recruitment, vesting and development of staff• HR and IR processes and practices• Staff Retention and capacity management• Morale• Adherence and absence management, time keeping leave and upskilling• Escalation management of customer service related issues• Service level management• Outage trend and service level management• Contingency planning and capacity management• Performance managementDelivered reports• Reports, feedback and analysis Show less

• Secondment: ACCM – Customer Services

  • Dec 2009 - Aug 2010

  Key Accountabilities:•Build development pathways Team Leaders•Engage and motivate your direct reports whilst influencing the wider team to deliver their best•Ensuring your people have the knowledge they need by communicating regularly to your team and encouraging feedback•Drive quality & compliance through behaviour, without detriment to the brand values & culture•Participating in the recruitment, selection, on boarding & induction of Team Leaders •Help build an engaging and coaching culture throughout reflecting the MWEB brand•Build relationships with other colleagues in other departments•Identify ways to improve our customer experience and implementing customer changes•Regular interaction with the Senior Management team•Maintaining appropriate span of controls, highlighting areas of exposure for risk and take appropriate steps to minimize and meet financial targets Show less

• Operations Team Manager

  • Jan 2000 - Dec 2009

  My Responsibilities:• Manage the team of customer retention members• Manage the performance and delivery of the team to ensure team outputs achieve the required business objectives.• Monitor team member’s calls and email to ensure best practice is adhered to • Evaluate and assess team members level of competence• Guide, mentor and coach the retention team members to be effective, efficient, focused and performance driven• Identify and address team members training needs • Conduct employee appraisal and ongoing development meetings and all IR related matters• Ensure individual and team targets and goals are met• Co-ordinate interventions for retention and churn reduction• Assist with creation and implementation of new / optimised processes, business practices • Handle all escalated calls or cases requiring complicated or specialist care• Produce informative reports• Analysis of data and trends in order to: Manage operational requirements; monitor, control, change and / or implement to deliver as a team  Provide ongoing insightful information for retention projects, initiatives, campaigns and reports (e.g. usage patterns, churn, customer base trends, industry trends) Keep records and report on credit and refunds as a result of retention or cancellation disputes. Manage interactions with 3rd party providers in support of retention initiatives Deliver retentions requirements in accordance with business objectives Promote culture of customer retention and exemplary service delivery Work effectively with management teams across multiple functions and disciplines (Sales, Operations Customer Contact Centre, Collections, Billing and Marketing)• Execute ad-hoc projects / interventions as required by Customer Retentions Manager Show less



Uunet Internet Africa

• Cape Town Area, South Africa

• Operations Team Leader

  • Feb 1998 - Jan 1999

  My Responsibilities: • Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals. • Developing strategies and processes for interacting with customers to improve their experience. • Participating in the development and enhancement of general processes and/or coaching procedures that will support company service and revenue generation goals. • Interacting with internal departments to ensure the customers' and employees' needs are met. • Developing, supporting and mentoring team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals. • Recognizing, rewarding, and celebrating the successes and accomplishments of team members through the appropriate channels; and successfully fielding and finding resolution to customer escalations. • Supervisory functions include leading and directing a staff of approximately 15 employees, evaluating employee performance and making salary recommendations, performing all aspects of the staffing process including recruiting, interviewing, and hiring staff to ensure appropriate hiring practices and maintain staffing levels, staff training, and providing work direction. Show less



Old Mutual Limited

• South Africa
• Financial Services
• 700 & Above Employee

• Direct Marketing Specialist

  • Jan 1991 - Dec 1994

  Implementation and maintenance of systems Driving and coordinating production of Marketing campaigns Controlling branch marketing requests and advise on sales opportunities Ensuring correct procedures are used in updating of data Driving training via appropriate channels Liaising with Regional managers Negotiating production outputs Elicit feedback Establish communication channels Project control Implementation and maintenance of systems Driving and coordinating production of Marketing campaigns Controlling branch marketing requests and advise on sales opportunities Ensuring correct procedures are used in updating of data Driving training via appropriate channels Liaising with Regional managers Negotiating production outputs Elicit feedback Establish communication channels Project control



CANSA The Cancer Association of South Africa

• South Africa
• Non-profit Organizations
• 100 - 200 Employee

• Public Relations Intern

  • Feb 1986 - Dec 1986

  My Responsibilities: • Displaying exceptional communications skills, written and spoken. • Understanding and building strong relationships • Conduct research to support PR planning • Assist in organizing and execution of events, campaigns etc. • Project management skills • Assist in tracking media coverage or PR metrics • Invent ways to streamline communication and plan execution • Undertake general administrative and clerical duties • Prepare briefs for media/Client use • keep calendars (editorial, press conferences, events etc.) and media lists Show less