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Paul Rozycki

Paul Rozycki

Followers of Paul Rozycki565 followers
location of Paul RozyckiCity of Johannesburg, Gauteng, South Africa

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  • Timeline

  • About me

    Delivery Manager at Accenture

  • Education

    • Faculty Training Institute

      2003 - 2003
      Diploma in Business Analysis

    • Faculty Training Institute

      2003 - 2003
      Diploma in Business Analysis Business Analysis

    • Technikon Witwatersrand

      1992 - 1995
      National Diploma Company Administration & Law

    • Northcliff High

      1988 - 1991
      Matric

      Activities and Societies: Rugby

    • Northcliff High

      1988 - 1991
      Matric

      Activities and Societies: Rugby

    • Edenvale High

      1986 - 1987

  • Experience

    • MTN

      Apr 1997 - Nov 2014

      Marketing Solution services provided for Customer Relations/ Operations business unit.Responsible for creating the overall product solution architecture on projects within the Service segment with alignment to the strategy of Business and Product and Solutions. Customer Relations Sup, design and operationalisation of executive complaints management PPP's for channels including Media & Press, Ombudsman, Regulatory/ Icasa, Social media and online consumer portals. Customer service centre duties

      • Marketing Manager

        Jul 2013 - Nov 2014

      • Supervisor: Executive Relations

        Nov 2003 - Jun 2013

      • Customer Rep Team Lead

        Apr 1997 - Oct 2003

    • Castor Projects

      Jan 2015 - Mar 2016
      Business Analysis Consultant

      Responsible for effective identification of business needs and determining solutions to business problems.To execute the Business Analysis lifecycle within the project management framework.• Drafting of all project documentation.• Planning and monitoring.• Eliciting requirements & create conceptual prototypes.• Requirements organization, implement strategies for gathering, reviewing and analysing data requirements.• Translating and simplifying requirements.• Requirements management and communication.• Requirements analysis.• Apply best practices for effective communication and problem-solving. Show less

    • Accenture

      Apr 2016 - now
      Service Delivery Lead

      Onshore client facing Delivery Lead/ Service Management Lead role.SAP and non SAP Service Management role on multiple large projects (Sasol, Multichoice & MIH Naspers).Service management for an onshore/offshore delivery team:• Team of about 70 people• Processing in excess of 3,000 tickets/monthService ReportingIncident ManagementProblem ManagementCapacity management & staffingAnalytics on call dataRoot Cause Analysis & Continuous improvementService level management and reportingQA analysis of call centre agentsCustomer experience (CX)Business AnalysisChange Request management Service Management transitionAnnual performance reviews Show less

  • Licenses & Certifications

    • Root Cause Analysis (RCA)

      Service Mix
      Dec 2002

    • Management Program

      Harvard Business School
      Dec 2003

    • Diploma in Business Analysis

      Faculty Training Institute
      Dec 2003

    • Management Certificate

      University of Warwick
      Dec 2003

  • Honors & Awards

    • Awarded to Paul Rozycki
      Service Legends Award - Staff member of the Year MTN Aug 2002 I won the MTN Legends Awards in 2002.This was a panel decided national rewards & recognition program and selected the best staff member for going the extra mile in customer service. I won the monthly nomination and the overall prize out of 12 contestants (1 was selected every month for a year).

  • Volunteer Experience

    • Donates Blood regularly

      Issued by SANBS
      SANBSAssociated with Paul Rozycki