Theunis Smith

Experience

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  Softline Pastel

  Jan 1999 - Jun 2002

  Priority Call Centre Agent

  Reported to Debbie Graham.Main ResponsibilitiesProviding technical, product support and training to Priority (VIP) clients via telephone, e-mail and onsite support. Staff and client trainingData recovery Staff and client presentationsAchievementsWas promoted after 2 months to the Priority Support TeamCapable of providing support on all products and technical support after 4 monthsAssisted with Team Leader functionsWas the agent who regularly took the most calls with a perfect Quality Assessment Show less

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  Bluestar Digital Pty Ltd

  Jun 2002 - Oct 2004

  International Call Centre Agent

  Reported to: Alan Cesman.Main ResponsibilitiesProactively providing support to various international client via e-mail and telephone (Inbound and outbound). Support included financial information, administration, data capturing, marketing, account information and general technical assistance. Create, implement and maintain shift rosters for 24 hour call centre Daily reporting Problem solving Customer investigations Escalations to management

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  ALTECH NETSTAR

  Oct 2004 - Dec 2006

  Team Leader

  Reporting to Irene Tulsi the Divisional Manager.Main ResponsibilitiesStaff management Improve, create and implement new proceduresStaff training, coaching, development and recruitment Performance appraisals Daily, weekly and monthly reports; Presentations to staff, companies and managementStanding in for SupervisorAchievementsWas promotes to the admin department after 3 monthsWas nominated and awarded a Service Champion(Service Excellence Group)Was promoted to a Team Leader after 1 year of serviceWas the only team leader able to manage more than 15 staff in different sections Show less

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  Business Connexion – Richards Bay, KZN

  Jan 2007 - Feb 2014

  Senior Services Administrator

  Main ResponsibilitiesIncident Management, Request Management, CMDB Management, Change ManagementProviding reports to the client executives (Daily/Weekly/Monthly) Investigate and provide solutions to aged calls.Pro-active input on reducing incidents/requests and the turnaround time of resolution.Analyse trends, and change or implement processes to improve Business Value and reduce Incidents/Requests.Responsible for the development and implementation of new/better processes.Ensuring call volumes, quality and telephone service levels are met.Quality Assurance on all calls.Staff management – This includes creation and maintenance of shift rosters, management of leave, performance appraisals, training, coaching, staff development and staff recruitment.Various HR & IR issues.Inter-departmental communication and knowledge sharing.Maintaining to all strict Health & Safety laws, and enforcing it on the client’s sites.Stock Control3rd Party Management Show less

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  Business Connexion

  Jan 2007 - Dec 2012

  Main ResponsibilitiesIncident Management & Request ManagementProviding reports to management on accounts (Daily/Weekly/Monthly).Investigate and provide solutions to aged calls.Pro-active input on reducing incidents/requests and the turnaround time of resolution.Analyse trends, and change or implement processes to improve Business Value and reduce Incidents/Requests.Custodians of all Processes and Standards. All changes or additions needs to be verified and checked to maintain conformity.Responsible for the development and implementation of new/better processes.Incident Management – Proactively follow up on calls and ensure that they are completed within the agreed Service Levels.Ensuring call volumes, quality and telephone service levels are met.Quality Assurance on all calls.Staff management – This includes creation and maintenance of shift rosters, management of leave, performance appraisals, training, coaching, staff development and staff recruitment.Various HR & IR issues.Inter-departmental communication and knowledge sharing. Show less Part of the Support Management division. This division provides support to various outsource clients where I am in charge of AngloGold Ashanti Service Desk and Anglo Platinum Service Desk.Main ResponsibilitiesManage technical support, and call centre teams.Providing reports to management on accounts (Daily/Weekly/Monthly).Investigate and provide solutions to Technical Queries.Provide support on various software applications and operating systems. Provide support on various desktops, printers and LAN equipment.Utilizing remote applications to access client workstations troubleshoot various network/server issues.Specialized support to field technicians.Answer Client Queries/ Point of escalation for clients and technical teams.Responsible for the creation and maintenance of working instructions for service accounts.Responsible for the development and implementation of new/better processes.Incident Management – Proactively follow up on calls and ensure that they are completed within the agreed Service Levels.Ensuring call volumes, quality and telephone service levels are met.Quality Assurance on agents and all calls.Staff management – This includes creation and maintenance of shift rosters, management of leave, performance appraisals, training, coaching, staff development and staff recruitment.Various HR & IR issues.Inter-departmental communication and knowledge sharing. Show less

  • Senior Incident Analyst

    Jan 2011 - Dec 2012

  • Senior Customer Services Engineer

    Jan 2007 - Jan 2011
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  ESoft Development and Technologies

  Mar 2014 - Oct 2014

  Professional Services BU Manager & Project Manager

  Driving development of Professional Services & Project ManagementContract ManagementBudgets & Financial ManagementInterviewsTime ManagementCost ManagementBusiness DevelopmentNegotiationsStaff ManagementProfessional Relationship Building

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  CEB Planning & Maintenance

  Feb 2015 - now

  Regional Manager: Pretoria, Polokwane & Botswana

  Regional Manager for CEB, looking after Pretoria, Polokwane & Botswana branches.Financial ManagementLogisticsFleet ManagementStock ManagementExecutive ReportingTraining & DevelopmentHR & IR IssuesBranch ManagementBuilding MaintenanceHealth & SafetyRelationship BuildingSalesRecruitment3rd Party ManagementService DeliverySLA Management