Zuko Yena

Experience

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  LeadTrain

  Nov 2005 - Dec 2009

  Developer
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  Bidvest Food SA

  Aug 2011 - May 2013

  IT WMS Specialist

  Warehouse Management Specialist; Implement and Administer Warehouse Systems for all Bidvest Food SA Companies.

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  CaseWare Africa - South Africa

  Jun 2013 - Jun 2016

  BackOffice Senior Support Team Manager

  • Identifying trends and statistical analysis to proactively manage volumes of calls and Client Education within the Support Help Desk Team. • Ensure Case Management is handled professionally and timeoulsy• Assist with 1st line escalations and complaint handling – using all available resources (Product Manager, Development, CW International, • Supervise individual and team performance including the achievement of team targets • Conduct performance discussions with Support Team Staff• Ensure Feedback/resolution to client cases within Service Level Agreement times, to ensure exceptional customer experience.• Escalation management – using all available resources (e.g. Product Manager, Development, CW International) to ensure case response and resolution time within SLA• Quality Management – ensure accurate classification of cases on SalesForce and quality of recorded and live calls weekly.• Weekly / Monthly and Quarterly Performance Discussions • Collaborating with various areas of CQS business depending on functional needs of the Team• Identify training needs and personal growth and development plans • Responsible for monthly and quarterly management reportingKey focus areas include; People, Process and TechnologyFull function managing of a Technical Support Help DeskRecruitment & SelectionStaff Coaching and MentoringStaff Growth, Development and motivationDaily Help Desk performance managementCustomer retention and satisfactionPerformance ManagementFull scale HR functionStatistical analysis and improvementStrategic planning and trainingContact Details: 071 534 6657 Show less

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  Hambanathi Shuttles and Transfers

  Jan 2014 - Mar 2016

  Director
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  Cloak and Hanger

  Jun 2014 - Mar 2016

  Co Founder / Director
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  Adapt IT (Pty) Ltd

  Jun 2016 - Feb 2018

  Scrum Master

  Facilitating the daily standupHelping the team maintain their burndown chartSetting up retrospectives, sprint reviews or sprint planning sessionsShielding the team from interruptions during the sprintRemoving obstacles that affect the teamWalking the product owner through more technical user storiesEncouraging collaboration between the Scrum team and product owner

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  Momentum

  Feb 2018 - Aug 2018

  Scrum Master

  - Coaching at an organizational level to improve the overall Agile operation- Training of Scrum Masters and Product owners on Agile principles- Ensuring the Agile health is maintained throughout the departments- Facilitating the daily stand-up. Helping the team maintain their burndown chart. Setting up retrospectives,sprint reviews or sprint planning sessions. Scheduling and running of PI/Release planning sessions.- Shielding the team from interruptions during the sprint. Removing obstacles that affect the team.- Walking the product owner through more technical user stories. Encouraging collaboration between theScrum team and product owner. Enable growth and individual as well as team development.- Participate proactively in developing and maintaining team standards. Show less

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  Youth Employment Service (YES) South Africa

  Aug 2018 - Jan 2019

  Systems Lead
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  DotModus

  Feb 2019 - Mar 2021

  Senior Scrum Master / Agile Coach

  - Owner and facilitator of multiple multinational projects- Responsible for the execution of Portfolio management as well as the Agile delivery process- Ensuring that incoming projects are resourced correctly- Facilitation of all portfolio ceremonies leading up to project development commencement- Managing all risk, issues, decisions & dependencies pertaining to projects- Facilitating all ceremonies pertaining to Scrum way of work- Training and coaching of Agile role players across all teams- Implementation of Agile way of work in the organisation- Training and coaching of Agile role players across all teams- Ensuring the Agile health is maintained throughout the organization- Participate proactively in developing and maintaining team standards- Walking the product owners to ensure user stories are written out clearly and according to standard.- Encouraging collaboration between the Scrum teams and Product owners.- Enable growth of individual as well as team development Show less

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  Amber Software

  Dec 2019 - Dec 2022

  Co-Founder & Chief Operating Officer
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  IQbusiness South Africa

  Mar 2023 - now

  Senior Agile Coach
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  Major Key Platforms

  Jul 2023 - now

  Founder/CEO

  Major Key Platforms is a AI technology driven business that designs custom solutions to transform the way businesses reach, service and deliver exceptional benefits to their target market/ customers. MKP uses collaborative and innovative ideation approaches and frameworks to deliver exceptional value through incremental but fundamental strategic shifts across the whole business, enabling clients to stay ahead of the competition.

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  Disrupt Technology Advisors

  Sept 2024 - now

  Chief Operating Officer

  Chief Operating Officer at Disrupt Technologies Advisory, where I drive the strategic execution of operations, overseeing cross-functional teams, and implementing innovative solutions to optimize efficiency and growth. My focus is on operational excellence, team leadership, and ensuring the successful execution of the company's goals. My goal is to assist Disrupt Technologies Advisory scale to new heights while maintaining our commitment to delivering value for our clients and partners.