ICT Operations Executive

• Dec 2019 - Present

Business Unit Manager

• Mar 2017 - Present

Business Manager Integrated Service Centre

• Mar 2017 - Present

Customer Service Management Consultant

Entrepreneur and Consultant

• Mar 2015 - Mar 2017

CurrentConsulting on various Customer Service and Customer Experience projects,

Country Head of Customer Service

• Oct 2013 - Feb 2015

Purpose of the Job:• As a member of the country senior Leadership team, provides Customer service (CS) input to key country business decisions and programs. • Leads and develops the entire CS organization and acts as coach for CS team leaders and managers.• Implements Global/Regional CS strategy/programs to deliver superior service and customer satisfaction.• Drives achievement of Global CS KPI’s and managers and improves CS performance• Is the final escalation point for… Purpose of the Job:• As a member of the country senior Leadership team, provides Customer service (CS) input to key country business decisions and programs. • Leads and develops the entire CS organization and acts as coach for CS team leaders and managers.• Implements Global/Regional CS strategy/programs to deliver superior service and customer satisfaction.• Drives achievement of Global CS KPI’s and managers and improves CS performance• Is the final escalation point for all CS-related matters in the country• Managers costs/budgets and headcount for the CS function. Show more Show less

Business Process Consultant

• Jul 2013 - Sep 2013

Business Consulting on new Project.- Develop and set up processes, business rules, Job specs and training. Deliver workable customer operations and credit control business processes to business.

Vise President Revenue and Credit

• Mar 2011 - 20121 year

Purpose of the Job:To strategically lead and manage the activities of the Revenue, credit and billings departments relating to the subscriber and retail base to ensure that the risk to the company is minimised.

Group Customer Services Manager

• Aug 2010 - Mar 2011

To provide leadership to the Group on all aspects of customer service. Servicing customer accounts and managing customer relationships in order to promote a positive perception of the Company and promote customer retention. Developed the customer service strategy and executed the strategy at all levels; Ensured that service standards across all stores within the Group are constantly maintained in accordance with the strategy.

Executive Head of Customer Operations

• Sep 2003 - Jul 2010

To plan, direct and lead the Customer Operations of the Contact Centre across two operational sites within South Africa, accountable for the call centre operations, client interactions, and leading the overall growth and customer satisfaction margin in Cell C.• Accountable for all aspects of leading the following functional areas:-- Customer Satisfaction- Customer service Centres (Pre paid and Post paid Call Centres)- Data Call Centres- Touch Point Management (Channel… To plan, direct and lead the Customer Operations of the Contact Centre across two operational sites within South Africa, accountable for the call centre operations, client interactions, and leading the overall growth and customer satisfaction margin in Cell C.• Accountable for all aspects of leading the following functional areas:-- Customer Satisfaction- Customer service Centres (Pre paid and Post paid Call Centres)- Data Call Centres- Touch Point Management (Channel Management)- Credit Vetting- Collections- Billing- Pre-Legal and Legal- Admin - Renewals- Retentions- Red Carpet (VIP)- Shared responsibility with Churn Show more Show less