Experience

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  Discovery health

  Jan 2000 - May 2006

  Call center manager

  • Was a team leader / manager in the JHB Service team and Government Debit Order Financial call centre which is a premium and billing call centre • Worked with the following:o Claimso Vitalityo Chronic illnesso Medical Management Divisiono Debit Order Managemento Claims assessoro Discovery Cardo Pre-Funder o Health Partner skills• I have been acknowledged as the Top Team Leader and also in the top 20% performers• Approving refund and daily debits• Updating incentive stats• Call assessments• Coaching • Doing repeat caller analysis• Creating and implementing new processes to improve productivity • Handling irate callers• Sorting out complex queries (billing, claims, and Vitality ECT)• Sick leave and other company trend reports• Monitoring telephone accounts• Creating call centre scripts • Implementing coaching and development skills and techniques.• Resource planning• Call centre set up• Assessing client satisfaction surveys• Investigating service failures and creating procedures for future use• Pulling billing reports for all Government department• Creating daily, weekly and monthly stats• Performance management and IR processes • Training on new products and procedures/processes• Recruiting for call centre Show less

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  Alexander forbes

  Jun 2006 - Apr 2007

  Call center manager

  • Updating incentive stats• Call assessments• Coaching • Creating and implementing new processes to improve productivity• Handling irate callers• Sorting out complex queries • Sick leave and other company trend reports • Monitoring telephone accounts • Creating call centre scripts and • Implementing coaching and development skills and techniques• Resource planning• Call centre set up from scratch• Creating client satisfaction surveys• Collating customer survey • Investigating service failures and creating procedures for future use• Creating daily, weekly and monthly stats• Performance management and IR processes • Creating training manuals• Training the regional areas• Recruiting for call centre• Managing Money/Data Team• Managing GAS (Garnishee Assistant Services)• Creating new client on GAS• Creating new Garnishors on AI• Monitoring returned emails• Outbound campaign to update Garnishors contact details• Doing audits on bank account details that had been changed Show less

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  The i5 group

  May 2007 - Aug 2010

  Business analyst

  • CRM Dynamics 4.0 Customizations• Use Case Document creation• Documenting Workshops• Scoping Solutions• Designing Solutions• Running Workshops• Requirements Gathering• Functional Spec Document creation• ERD Creation• Creating UAT Documents• Running UAT Sessions• Training Document Creation• Training individuals (coaching)• Training Companies (Groups)• CRM Installation and Configuration• Client side scripting (Basic)• Gat Fit analysis• Workflow creation (Advanced)• Report creation (Both CRM and in SQL SRS)• Solution Testing• Bug Report Creation• Bug Fixes• Subject Matter Expert on certain areas in CRM• Specialist in CRM accelerators• Responsible for the upkeep of The I5 group’s CRM system• In depth knowledge of all the CRM modules (Sales, Marketing and Contact management)• Participate in the design and configuration phases of implementation• Benchmarking this implementation with other similar implementations to ensure that best practices are followed where necessary.• Assisting with hardware infrastructure design Show less

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  Exordia

  Sept 2010 - Jul 2012

  Senior microsoft crm consultant

  Solutions Architect, Project Manager, Team Manager, Implementations, SQL Report Building, Demo's, Document (Technical and Functional) creation, Requirements gathering.

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  Strategix business solutions

  Aug 2012 - Jul 2015

  Microsoft dynamic solutions architect

  Solutions Architect, Project Manager, Team Manager, Implementations, SQL Report Building, Demo's, Document (Technical and Functional) creation, Requirements gathering.

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  Sis global

  Aug 2015 - Jan 2016

  Crm lead
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  The crm team

  Feb 2016 - May 2016

  Crm senior consultant

  Moved over to Mint

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  Mint group

  May 2016 - Nov 2016

  Senior specialist crm consultant
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  Ioco digital application development & integration

  Nov 2016 - Dec 2021

  Solutions architect

  • Oversee and own entire solutions for customers• Running daily scrums on various projects• Give input into documentation e.g. parts of solution, functional and technical specifications• Install software e.g. CRM and supporting software, Email Router, Outlook Client etc. • High level understanding of echo system that software needs to run (e.g. IIS, Active Directory, SQL and Windows Server)• Configure & Customise all aspects of CRM version• Shadowing deployment of managed solutions• Resolve support issues, within turnaround time specified in SLA• Gather requirements (experience with specific methods advantages)• Conduct workshops• Conduct training sessions• Conduct feedback sessions & present various topics• Understand product add-ons to ensure best advice is given to customer while designing solu-tion• Deployment of managed solutions• Troubleshooting solutions• Support pre-sales with WBS and solution overview• Architect and design solutions (physical and logical)• Prepare documentation, for example, functional and technical specifications• Mentoring of junior staff and knowledge transfer on architecture• Comply with all internal processes and procedures like time logging, running daily stand-up meetings, project initiation meetings, on time delivery of tasks, and career enhancement and development.• Estimate effort/complexity of tasks/solutions• Able to dictate to intermediates/junior’so Effective & responsive communicationSoft Skills Include• Teamwork• Communication skills• Time management• Leadership skills• Documentation skills• Mentorship• Presentation skills• Training skills• Business acumen• Proactive• Interview Techniques• Problem solving• Conflict resolution Show less

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  Ioco

  Nov 2016 - Dec 2020

  Solutions architect/crm team lead

  • Oversee and own entire solutions for customers• Running daily scrums on various projects• Give input into documentation e.g. parts of solution, functional and technical specifications• Install software e.g. CRM and supporting software, Email Router, Outlook Client etc. • High level understanding of echo system that software needs to run (e.g. IIS, Active Directory, SQL and Windows Server)• Configure & Customise all aspects of CRM version• Shadowing deployment of managed solutions• Resolve support issues, within turnaround time specified in SLA• Gather requirements (experience with specific methods advantages)• Conduct workshops• Conduct training sessions• Conduct feedback sessions & present various topics• Understand product add-ons to ensure best advice is given to customer while designing solu-tion• Deployment of managed solutions• Troubleshooting solutions• Support pre-sales with WBS and solution overview• Architect and design solutions (physical and logical)• Prepare documentation, for example, functional and technical specifications• Mentoring of junior staff and knowledge transfer on architecture• Comply with all internal processes and procedures like time logging, running daily stand-up meetings, project initiation meetings, on time delivery of tasks, and career enhancement and development.• Estimate effort/complexity of tasks/solutions• Able to dictate to intermediates/junior’so Effective & responsive communicationSoft Skills Include• Teamwork• Communication skills• Time management• Leadership skills• Documentation skills• Mentorship• Presentation skills• Training skills• Business acumen• Proactive• Interview Techniques• Problem solving• Conflict resolution Show less

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  Microsoft

  Jan 2021 - now

  Lead consultant

  I am currently a Senior Consultant at Microsoft and play the role of Lead consultant on multiple projects. I usually take on the role of coaching new joiners to Microsoft as well as onboard-ing new resources onto existing projects. My duties include but are not limited to:• Mentoring new joiners to Microsoft located in various parts of the world• Upskilling new resources joining existing projects• Daily meetings with customer • Daily meeting with technical team (IGD)• Daily meeting with project team• Running requirement workshops• Gathering requirements• Documenting requirements on ADO• Writing FDD’s• Doing Impact Analysis• Estimate and sizing requirements • Running test cases• Creating/Investigating and resolving Bugs and RAID items• Working with cross functional and cross functional teams (FO, LEW, FAR etc.)• Building Demo’s and proof of concepts Show less