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Appointed in an Acting Role as part of my Leadership and Development. Managed a team of 26 Associates and 2 Leads.

Ask me how I fired my boss and my online business replaced my corporate salary in just one year so I was able to quit my job and fulfill my dreams of financial freedom and do what I love full time.

While employed with T-Systems(http://www.t-systems.co.za) I managed the Service Desk Accounts for Old Mutual, Mutual & Federal, Woolworths and Truworths in Pinelands, Cape Town and set up the first international service desk in South Africa for the Kone client. In addition to this I took on the responsibility of the service agents supporting the T-Systems staff and other small support accounts. These staff were in Johannesburg.Key Accomplishments• Setting up the first International Service Desk for T-Systems South Africa for the Kone Client which supported users from all over the world:o Established Processes for ticket logging, ticket escalation, Status Queries and Ticket Resolutiono Managed all schedules to allow staff to get training for new client while keeping current clients happy with the service with no increase to the number of staff in the departmento Managed resources effectively to have the account in profit by the 2nd month of operationo Met all KPIs with regards to call answering and First Contact Resolution• Improved agent morale resulting in the following:o Less staff calling out sicko Better productivityo Less late coming• Exceeded Call Answering SLA each month• Refined the Logical Security Process both on the OM and T-System side which resulted in better customer relationship and understanding leading to an overall improvement in client satisfaction.• Defined Quality measurements to ensure tickets are logged accurately which consequently lead to the identification of staff training needs both current and future

Key Accomplishments:• Reduced inventory losses by $20K in first year and maintained accurate inventory counts every quarter thereafter• Maintained labor expense in line with revenue and managed the budget appropriately during a very difficult fiscal and economic environment• Restructured the department to ensure labor compliance and improved associate productivity by 50% in first year and maintained productivity thereafter, reducing labor expense by $ 40K per annum.• In conjunction with senior management, developed 5 year, $11m infrastructure plan • Reporting• Created Manuals for all Job Positions – detailing troubleshooting steps, department and company policies and procedures which resulted in the reduction of training time and increased customer satisfaction by 23%.• Created Daily Metrics reports to monitor productivity and customer service standards at the Support Center which resulted in the reduction of average call hold time by 150%• Implemented Work Order System which allowed for automation of non-critical work orders, resulting in 73% reduction of non-critical calls to the Support Center also contributing to the reduction of average hold time.• Created and implemented Call Logging System to track calls coming into the Help Desk which enabled us to proactively determine hardware replacement needs, resulting in 98% uptime of all critical and important hardware.• Built and managed a team of 38 technology professionals• Through my professional and community activities listed below, I have been able to promote Rosen Hotels in the local community and increase its image, which contributed to a $ 70K increase of profit since 2007 and the addition of 25 clients in the last 4 years. o Nomination by the Girl Scouts of Citrus Council for the Woman of Distinction award in 2009 o Membership in HFTP and HDIo Serving as board chair of 3 Charter Schools which specialize in Drop Out Prevention

Key Accomplishments:• Developed Training Checklist for all trainers to ensure a complete training experience for clients. This contributed to all Clients getting all the training necessary, thereby reducing after installation calls to the Support Center by approximately 15%.• Mentored new associates to prepare them for support and installation of Visual One Products which resulted in associates training time being reduced by a week.• “Go to” person for complex installations including but not limited to:• The Pinehurst Resort(Pinehurst, NC)• The Sands at Grace Bay(Turks & Caicos)• Seymours Group(UK)• Whittlebury Hall(UK)• Rosen Hotels & Resorts(Orlando, FL)• Mt Crested Butte(Crested Butte, Co)• Updated Electronic Training Materials for New and Existing Clients, which reduced calls to the Support Center, thus reducing the number of associates necessary in the call center resulting in a saving of $36K per annum.Responsible for Installation and Training of New Client Installations which included:Consulted with Clients regarding Business NeedsDeveloped Client Database which often included importing data from an excel or access databasePrepared and planned training and installation schedulesData Conversions from Innstar(DOS) and IS4 Fox(Windows 3.1)Management training on managing the database from within the software Training of all staff on the functionality of the software, as it pertained to their job functionReporting Bugs or Error in the software for resolution by programmers.On site co-ordination of up to 5 Visual One staff to ensure a successful installationContinuing hands on training with all members of staff to ensure that the operation is able to run smoothly once the Visual One associates leave the site. Post installation follow up of outstanding issuesFollow up remote training as necessary