With over 16 years of experience in the Contact Center (Contact Centre) and Business Process Outsourcing (BPO) industry I have gained a wealth of knowledge, where I am confident that l can package my knowledge into valuable solutions for my clients.
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I have worked for clients within the following industries; banking, ISP, telecommunications, insurances, and I have effectively delivered quality Contact Center (Contact Centre) and Business Process Outsourcing solutions to my clients, with the intention of ensuring superior and efficient...
The following are services I am able to offer to my clients:-
Business writing services in the form of white papers and articles, focused on Contact Centre and Business Process Outsourcing
Articles and strategies on Social Media integration into business as well as general Online Marketing article writing
Analysing of business report focused around statistical analysis
Designing of business presentations and supporting with the intelligence of the content focused on presenting to senior leadership and executive levels
Reports, contracts (service level agreements) and proposal writing focused on general business, however specialising on Contact Centre and Business Process Outsourcing
Business coaching for junior and middle management, focused on business improvement and integrating general life skills the training
Development of work packages for classroom training and for up-skill of employees
Designing and implementation of Standard Operating Processes (SOPs), especially focusing the integration of Contact Centre operations and Support functions e.g. WFM (Workforce Management), or QA (Quality Assurance)
I am very solution orientated and I have a passion for problem solving and educating people. Apart from compiling presentations l have had the privilege of presenting to high profile clients, therefore I can also articulate my knowledge orally and in writing. I am very meticulous in my approach to work and believe in professionalism and high standards of quality. I...
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2013 - 2014
Accountable for the Neotel Customer Services Operational Centre that have been outsourced to Inter-Active Technologies.
- Inbound customer services contact...
Merchants (Dimension Data)
Business Unit Head – Vodacom Business Unit
2010 - 2012
Job Purpose :
• To manage a Merchants business unit to ensure profitability and achievement of contractual service levels
• People Management;...