Experience

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  South african post office

  Dec 1996 - Oct 2006

  Network operator (management and installations)

  Network installation, support and management of the PO network.IP and DHCP administrator.Worked on projects including Network Refresh and MPLS network rollout.

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  Internet solutions

  Nov 2006 - Nov 2018

  As the manager of two 24/7 Client Services teams—a carrier and junior technical team—I optimized shift scheduling, capacity planning, and performance management at individual, team, and regional levels. I drove staff retention through recognition, promotions, and performance-based rewards, while ensuring accurate overtime claims and adherence to SLAs. My focus on service excellence included root cause analysis, QA oversight, and delivering timely client feedback.I implemented service improvement plans based on data analysis, streamlined processes to resolve inefficiencies, and provided regular SLA and project updates to leadership. Additionally, I managed critical initiatives like Cisco Grid integration, the launch of a first-line troubleshooting Partner Desk, and the migration to 1Stream, enhancing overall team productivity and service delivery. Show less In my role, I led and managed a team of engineers and agents, ensuring seamless operations by resolving escalations, maintaining regular customer feedback, and driving ISO 20K achievement, specifically in incident management and service request fulfillment. As a Major Incident Manager, I took ownership of critical incidents, coordinated with vendors and engineers, compiled RFO reports, and attended Sev0 meetings to drive improvements. I also oversaw the team's budget and ensured performance aligned with operational goals.With a strong focus on customer care, I contributed to a 90% customer satisfaction rating by ensuring clear communication and timely feedback. I developed and trained staff, conducted KPI reviews, and created personal development plans. Additionally, I managed team rosters, supported employee satisfaction and retention, and contributed to employment equity initiatives. Through a commitment to process adherence and continuous improvement, I helped deliver consistent service excellence. Show less As a supervisor in a high-volume and fast-past Global Service Center (GSC), I ensured seamless operations by monitoring and driving updates on service requests (SRs) and generating daily and monthly reports across Networks, Systems, and Troubleshooting teams. By collaborating with the process and procedure analyst, I facilitated knowledge transfer on new products and ensured swift action on escalations, leading post-incident reviews to drive improvement.In people management, I oversaw team timekeeping, scheduling, and performance reviews, fostering problem-solving and continuous improvement. I maintained open communication between management and staff, managed trend escalations, and ensured that client notifications were timely shared during network outages. Through recruitment, training, and supervision, I promoted efficiency and service excellence across the team. Show less In this dynamic role, I provided high-level support to both external and internal stakeholders, ensuring the efficient handling and resolution of service requests. I consistently maintained accurate and up-to-date records, ensuring calls were resolved within agreed SLA's by assigning engineers to tasks through Siebel Q Monitoring. My focus on customer satisfaction was demonstrated by providing proactive, regular updates to clients via phone. I also conducted monthly performance reporting, analyzing open and closed calls, and managed escalations to ensure swift resolutions.Beyond technical coordination, I played a pivotal role in team management, creating balanced rosters, arranging relevant training, and assisting with interviews and onboarding new staff. By optimizing workflows and supporting the team manager, I ensured efficient team performance and contributed to enhancing internal processes to streamline operations and deliver superior service outcomes. Show less

  • Call Center Manager

    Nov 2015 - Nov 2018

  • Manager – Shift Supervisors and Major Incidents

    Sept 2009 - Nov 2015

  • Team Leader – Shift Supervisors and Network Support

    May 2008 - Sept 2009

  • Call Tracker (Networks, Systems and T/shooting)

    Mar 2007 - May 2008

  • Customer Support Engineer

    Nov 2006 - Feb 2007
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  Cash connect south africa

  Dec 2018 - now

  Contact center manager

  * Strategically plan and allocate resources (personnel, technology, etc.) to optimize productivity.* Collect, analyze, and report on Contact Centre metrics, including costs and customer service performance indicators.* Oversee budgeting and expense tracking to ensure financial efficiency.* Recruit, coach, and train staff to uphold exceptional customer service standards.* Monitor and enhance operational processes to improve efficiency and effectiveness.* Assess performance through key metrics such as accuracy and call waiting times.* Prepare comprehensive reports for various departments and senior management.* Focus on improving first-call resolution for technical issues, financial settlements, reconciliations, refunds, reversals, communication, and unbanked incidents.* Successfully migrated the outbound call centre into the core business structure.* Onboarded two additional contact centres specializing in Card Services and Value-Added Services (VAS).* Collaborate with third-party vendors to enhance operational delivery.* Implement cross-training initiatives to ensure teams can support clients regardless of contact point.* Analyzed data trends and successfully advocated for increased headcount based on operational demands. Show less