Ash-Shaheed Samuel Email & Phone Number

Johannesburg, Gp, Za

South Africa

Responsible for looking after the Vodacom CBU and VB Business Units, as well as the National Retailers Desk within the Contact Centre Environment I am responsible for day to day BPO Operations for ELS, as well as the Growth and GTM Strategies - This Business consists of 300 FTE ranging from Technical Support Desks to Back Office and Omni-Channel environments.

South Africa

“Through our services and platforms we enable our clients to translate an infinite amount of unstructured data into digestible, intuitive, actionable and easy to navigate information. We provide state of the art technology and expertise to make sense out of chaos; i.e., inject content into context. This gives us ability to think out of the box; and use information to translate into operational yet strategic actions.”

The Campus

Johannesburg Area, South Africa

Treating Customers Fairly Framework (TCF)Business Development / Contact Centre StrategyContact Centre Technology ImplementationERP Assessments Contact Centre BenchmarkingContact Centre Consolidation/OptimizationCRM AssessmentsB2B IntegrationGeneral advice to SME'S on M&A's

Johannesburg Area, South Africa

Managing and Mentoring ManagersResponsible for getting Managers Six Sigma CertifiedResponsible for setting the direction for the Contact CentreResponsible for Board PresentationsReporting to two Regional MD's for weekly feedback on Progress in the BusinessResponsible for Strategy and day to day Operations

Johannesburg Area, South Africa

Monitor performance and review agreed targets quarterlyProvide Coaching and guidance to improve performanceImplement weekly meeting with staff and get feedback on successIdentify training requirements and action needs to improve customer satisfactionDiscipline staff in accordance with HR policy and procedureRecruit the right people for the job in compliance with BEE requirementsDaily Quality Assurance to be done on each consultant according to specified criteriaComplete KPA's and conduct performance discussions with staffDevelop processes that improve service levelsParticipate in the creation and management of the Call Centre strategy and objectivesManage and motivate staff to ensure we maintain a good working environmentDevise and manage staff recognition programsEnsure escalations function is optimal and manage outstanding issues

Sultanate Of Oman

This was a very exciting time in my career, I was given the opportunity to spread my wings internationally and became a founding member of what was to be the largest BPO Contact Centre Service Provider in the Middle East.Business Development ManagerWas responsible for Building, Designing and Operating the Centre, and then to replicate the model across different regions.Responsible for integration and optimization of Contact Centres across the GCCResponsible for Technology/Business DevelopmentResponsible for CTI and application management across the GCC regionResponsible for designing SAP upgrades within the ARAMCO group (Saudi Arabia) Responsible for the business process re-engineering in Contact Centres Responsible for the re-development of operating proceduresManagement of budgets within the regionHad to be in different regions almost daily to make sure that Management Teams, had the tools and business acumen to deal with customers

Johannesburg Area, South Africa

I was responsible for choosing the Technology that would be implemented within the Telkom Media CentreManage Technology FinancesEstablish/ Maintain Relationships with internal staff & external vendorsManage software and hardware Contact Centre equipmentResponsible for Contact Centre Technology Solutions 5 year planVendor / Service Provider management Project Management Call Centre site evaluationsCall Centre refurbishment and refittingStrategically direct and manage the Call Centre team to achieve set targets.Manage the daily running of the call Centre Technolgy within the budget/ agreed expenses.Build strong relationships with clients, suppliers and partners.

Johannes

Facilitating Team Performance as well as Supervisor PerformanceResponsible for MIS and Call Centre operational metrics (Call Centre Consolidation)Maintaining consistent Service Levels between the Business and the Call CentreSigma Green Belt – Reducing waste - Business Process ManagementWorked closely with all Heads of Divisions to make sure all processes are streamlinedResponsible for Supervisor Quality ManagementResponsible for People ManagementResponsible for Supervisor Career ProgressionResponsible for the Procurement Card Project TeamResponsible for the Track and Trace Project TeamHead of the Priority Lost Card TeamResponsible for making sure that the Call Centre meets the Business requirementsResponsible for all Reports to be presented to Exco MonthlyResponsible for SLA agreements between external vendors and Card DivisionResponsible for the relationship between SBSA and Courier Company/s (CCD/UTI)Headed up the EMV project for Standard Bank

Executing Customer Services Strategies

Diploma, Crm, Business

Focusing on Customer Relationship Management

Matric

Activities and Societies: RDP housing and Head of social and cultural activities