- Operational performance Audits
- COPC Audit Preparation/Readiness
- Senior Management/Leadership Operational Support
- New implementation/CCC setup
With 15 solid years Customer Service Experience across both local and international markets, BPO & Captive Centres, government included working across Telco & ICT - America Online, Vodafone UK, Cell C, MTN, Leading IT / consumer electronics organisation, Automotive - Jaguar LandRover, Maserati, Security and Emergency Services – Tracker, SOS 911, Europ Assistance and BPO’s – Merchants, WebHelp and Conduent.
For the past 4 years I have worked closely with the local SABS Technical Committee to create the ISO standard for Customer Contact Centres – ISO 18295. Coupled to this I am one of the few individuals in South Africa who is COPC certified - COPC being another Customer governance model - European/American standard.
I have the proven ability to come into operational environments and work with teams to achieve operational success as well as financial reward for the business be it with optimisation of current processes and systems to complete overhauls and updating to trending best practices within the industry.
- Improvement of Hiring processes for operational fit
- Industry knowledge of Emergency Services/ Assisted Services/High Technology/Cellular/Medical/Legal/Insurance
- International Client Management for UK/American clientele