Experience

  • Broadband Operations / Support Manager

    at CellC

    June 2018 - at Present

    Gauteng

    Analysed and resolved multi-faceted issues that impacted executive leaders and business objectives. • Managed daily operations, including supervising 10 teams across multiple locations. • Accumulated and implemented client and associate feedback to better business practices. • Resolved issues, including challenges regarding circuits, websites, vendors and telecoms. • Led internal and external teams in multidisciplinary objectives, including sales, marketing communications, lead generation, vendor services and customer support. • Analysed strategic, core, and support processes and recommended improvements to streamline processes. • Devised business and technology strategies to create performance metrics, reporting, and analysis systems in support of investigative operations. • Managed daily business operations, including sales, logistics, customer service and problem-solving. • Oversaw a 24/7 operation for an average of 80 personnel.

  • Support Manager

    at Afrihost.com

    June 2005 - May 2018

    Gauteng

    Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. • Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. • Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Education

  • PC Engineering

    at Varsity College

    2001 - 2001 (1 year) Province of KwaZulu-Natal

  • PC Engineering

    at Varsity College

    2001 - 2001 (1 year) Province of KwaZulu-Natal

  • Matric

    at Woodlands Secondary School

    1996 - 2000 (4 years) Province of KwaZulu-Natal

Languages

  • English Native

Hives