Gavin Benson Email & Phone Number

Auckland, Nz

New Zealand

This main function of this role is to ensure Theta’s delivery of customer services to agreed timeframes, budgets and quality while making certain that customer SLAs are met and customer satisfaction is high.Key objectives are:• Customer Service• Delivery Management• Change Management• Process Improvements & Knowledge Management• Pre and Post-Sales Support• Profitability• Capability Development• ReportingSome key activities are:• Provide… Show more This main function of this role is to ensure Theta’s delivery of customer services to agreed timeframes, budgets and quality while making certain that customer SLAs are met and customer satisfaction is high.Key objectives are:• Customer Service• Delivery Management• Change Management• Process Improvements & Knowledge Management• Pre and Post-Sales Support• Profitability• Capability Development• ReportingSome key activities are:• Provide leadership around SLA management, Incident management, Problem management, Change management and appropriate reporting• Ensure customer SLAs are met, customer budgets are managed, and appropriate authorisation is obtained for all service activities• Oversee customer agreement financials and track performance KPI’s• Participate in customer invoicing and the generation of agreed customer reports• Attend customer meetings, build and maintain effective relationships with customers• Liaise with the Service Desk team, Theta staff, 3rd party vendors and customers to co-ordinate and resolve any recurring issues, process failures or problems that affect the effective delivery of services• Liaise with the Theta Practice Leads on the provisioning of resources and escalation of support issues• Implement and oversee governance processes for service delivery• Work with the Sales team to prepare and manage proposals for customers• Oversee support procedures and transition for new customers• Identify and implement improvements to Theta Service Delivery and publish processes and procedures• Involvement in after-hours support Show less

Auckland, New Zealand

Auckland, New Zealand

I was engaged to monitor, analyse, manage and report delivery against contracted requirements in the IT Managed Services divisionKey areas were Financial & Contractual, Relationships & Communications and Customer SatisfactionSome key responsibilities were:• Carrying out service delivery tasks, such as reporting, billing, profitability management & escalations• Developing and maintaining effective client relationships at all appropriate levels within the customer… Show more I was engaged to monitor, analyse, manage and report delivery against contracted requirements in the IT Managed Services divisionKey areas were Financial & Contractual, Relationships & Communications and Customer SatisfactionSome key responsibilities were:• Carrying out service delivery tasks, such as reporting, billing, profitability management & escalations• Developing and maintaining effective client relationships at all appropriate levels within the customer organisation• Scheduling and running customer operational review and other meetings• Managing customer satisfaction surveys and reports, and communicating the results• Providing guidance and appropriate documentation to operational delivery teams to that ensure they understood the deliverables of the contract and enabled them to service the contracts in accordance.• Managing and responding to credit queries• Managing prepaid services for customers• Managing reactive billing• Managing client escalations• Managing relationships and communication between project delivery resources, including contractors, procurement, professional services, service desk and supplier groups• Responding to customer queries and requests• Managing contract variations for the customer• Managing processes and performing regular reviews of core processes and publishing them• Identifying opportunities for continuous improvement• Identifying opportunities to improve revenue & profitability• Managing and monitoring contract profitability by tracking expenditure, reviewing invoicing, controlling costs and ensuring time was correctly entered and categorised against the contract for all resources• Working with the Customer, Project Managers, Service Desk, Operations and third-party delivery organisations to ensure services were transitioned effectively with low impact on client IT systems and the Digital Services operational teams, ensuring operational documentation and training had been provided Show less

Anz & Apac

As a result of the Covid-19 pandemic an opportunity presented for me to take over as Global Service Delivery Manager for the global operation - this entailed managing Team Leads in Computergate's major locations and Service Delivery Engineers throughout ANZ & APAC in their day to day operations. I took total control of service delivery and optimised the way structures operated and reporting occured. I also played an active role in candidate selection and the hiring process. Working across… Show more As a result of the Covid-19 pandemic an opportunity presented for me to take over as Global Service Delivery Manager for the global operation - this entailed managing Team Leads in Computergate's major locations and Service Delivery Engineers throughout ANZ & APAC in their day to day operations. I took total control of service delivery and optimised the way structures operated and reporting occured. I also played an active role in candidate selection and the hiring process. Working across several time zones in multiple roles was stimulating. Show less

Auckland, New Zealand

By laying down a strong foundation for Computergate in New Zealand I paved the way to a new appointment as NZ Country Manager which included Pacific Island operations. The new role was an excellent and exciting challenge and had me heading up the New Zealand operation of a global player. In this role I engaged vendors, distributors, retailers and partners to grow the brand throughout New Zealand and the Pacific Islands. The goal was to gain market share for our unique extended & advanced… Show more By laying down a strong foundation for Computergate in New Zealand I paved the way to a new appointment as NZ Country Manager which included Pacific Island operations. The new role was an excellent and exciting challenge and had me heading up the New Zealand operation of a global player. In this role I engaged vendors, distributors, retailers and partners to grow the brand throughout New Zealand and the Pacific Islands. The goal was to gain market share for our unique extended & advanced warranties as well as vendor warranty support & RMA services. We had an aggressive growth strategy in place which delivered expansion and enabled Computergate to strengthen the current global structure. My marketing and sales experience placed me well to also be actively involved in the global marketing for the group. Part of this portfolio included the role of Service Delivery Manager for Large Contracts - this entailed managing a global team of 24 full-time on-site engineers and included an HR function as well as day to day operations. Show less

Auckland, New Zealand

As the New Zealand country representative for the newly formed Computergate New Zealand (an Australian venture with significant business throughout APAC) I was tasked with the branch operations which entailed sales, customer services, supporting, growing and building services throughout New Zealand. My wide skill set provided the company with the necessary resources in New Zealand to make Computergate NZ a successful operation. Numerous deals were concluded which include providing warranty… Show more As the New Zealand country representative for the newly formed Computergate New Zealand (an Australian venture with significant business throughout APAC) I was tasked with the branch operations which entailed sales, customer services, supporting, growing and building services throughout New Zealand. My wide skill set provided the company with the necessary resources in New Zealand to make Computergate NZ a successful operation. Numerous deals were concluded which include providing warranty services for Intel, ATEN, Milestone & Promise as well as distribution and support for Rimage. Show less

Johannesburg Area, South Africa

Frog-IT provides ICT hardware & software sales and support to various different sectors including small & medium business, corporates, schools and end-users.The main customer base is in the education sector encompassing schools, both government & private, and support is provided for both administration, staff and scholar IT equipment.Noteworthy achievements are the establishment of fully functional IT labs for scholars on limited budgets.Main Duties: IT Systems… Show more Frog-IT provides ICT hardware & software sales and support to various different sectors including small & medium business, corporates, schools and end-users.The main customer base is in the education sector encompassing schools, both government & private, and support is provided for both administration, staff and scholar IT equipment.Noteworthy achievements are the establishment of fully functional IT labs for scholars on limited budgets.Main Duties: IT Systems Engineering (mainly Microsoft)IT System Administration & AnalysisServer ManagementNetwork ManagementSystem Specification, Builds and UpgradesBackup & Recovery Planning and ImplementationThreat Analysis & PreventionHands-on Support Show less

Various Including Rapid Reaction & K9

Having always been passionate about helping my community, policing and the fight against crime I joined the South African Police Service as a reservist in December 1998.Qualified in 1999 as a Constable with Best Academic Student- (Crime Prevention and Patrol & Complaints duties)January 2000 transferred to North Rand Flying Squad- (Emergency Call Taker, Radio Operator & Rapid Reaction duties)February 2002 Operational Commander for Special OperationsJune 2002 promoted… Show more Having always been passionate about helping my community, policing and the fight against crime I joined the South African Police Service as a reservist in December 1998.Qualified in 1999 as a Constable with Best Academic Student- (Crime Prevention and Patrol & Complaints duties)January 2000 transferred to North Rand Flying Squad- (Emergency Call Taker, Radio Operator & Rapid Reaction duties)February 2002 Operational Commander for Special OperationsJune 2002 promoted to Sergeant- (Special Operations & Crime Prevention duties)Standby and duties at North East Rand Dog Unit [K9 unit]- (Crew to handlers of narcotic, explosive & patrol dogs) Show less

Johannesburg Area, South Africa

My passion for account and relationship management through understanding customers needs coupled with resilience and the ability to build strong long term customer relationships led me to accept this role.Duties included:Account and relationship managementPlanning and managing call cyclesBuilding and enhancing customer relationshipsIdentifying opportunities for growthMaintaining and growing distribution and salesEnsuring fulfilment of commitments to… Show more My passion for account and relationship management through understanding customers needs coupled with resilience and the ability to build strong long term customer relationships led me to accept this role.Duties included:Account and relationship managementPlanning and managing call cyclesBuilding and enhancing customer relationshipsIdentifying opportunities for growthMaintaining and growing distribution and salesEnsuring fulfilment of commitments to customersInteractive control of inbound and outbound sales departmentsCRM management and reportingFinancial, sales and stock projections and reportsDirect interaction and liaison with other departmentsSales training and meetingsOutbound direct sales with sales executives Show less

Johannesburg Area, South Africa

Growing from my enjoyment of customer relations and my ability to build strong long term relationships this role was the ideal fit.Duties included:Building and enhancing customer relationshipsCreating new businessPlanning and managing call cyclesMaintaining and growing distribution and salesAchieving targets and creating strategies and objectivesIdentifying opportunities for growthOutbound telephone canvassing and cold calling with sales and marketing to the… Show more Growing from my enjoyment of customer relations and my ability to build strong long term relationships this role was the ideal fit.Duties included:Building and enhancing customer relationshipsCreating new businessPlanning and managing call cyclesMaintaining and growing distribution and salesAchieving targets and creating strategies and objectivesIdentifying opportunities for growthOutbound telephone canvassing and cold calling with sales and marketing to the corporate, distributor and dealer markets and end-usersDemonstration and sales of related equipment Show less

Johannesburg Area, South Africa

While studying I was driven to earn an income, a role I continued with to supplement my income after finishing my studies.Duties included:Maintaining good customer relationships through data and information inquiries with respect to Automated Teller Machines (ATM's) and customer accountsDirect telephonic liaison with customers and branchesCapture of data with respect to Electronic Banking Systems

Johannesburg Area, South Africa

Due to my love of technology and my eagerness to learn and build relationships this role was a natural progression straight from school.Duties included:Inbound sales with demonstration and sales of IT solutions, peripherals and softwareInbound telephonic inquiriesFulfilling commitments to customersAchieving targets and creating strategiesAssembly & implementation of IT solutionsServicing, upgrading and repairing of IT solutions

Johannesburg Area, South Africa

This role was a direct progression from the telemarketing position I held as I was hungry for sales and felt that an outbound role would be a good challenge.Duties included:Achieving targetsCreating new business through outbound cold callingFollow up of phone in leads from advertising platformsOutbound direct sales appointmentsCreating and executing strategies

Johannesburg Area, South Africa

While in school I was in need of an income and due to my communication skills and a hunger to achieve results I sought a sales role where I could benefit a company in a part-time capacity.Duties included:Direct telephonic cold canvassing of potential clientsScheduling of appointments for sales representativesAchieving of targets and creating strategiesPro-active customer communication

Itil Foundation Certificate In It Service Management, Information Technology

Emergency Care Practitioner Basic, Emergency Medical Technology/Technician (Emt Paramedic), Emt-B

Activities and Societies: Abseiling, Rescue and Teambuilding Adventure Studied Trauma medicine and basic life support principles

Reservist Basic Training, Policing, Senior Sergeant

Activities and Societies: Range shooting handgun, shotgun and rifle Reservist Basic Training Course including Criminal Procedures Act.

Matriculated, General Studies, Grade 12 (Year 13)

Activities and Societies: Squash, Chess, Cadet Squad Leader I attended a top high school, which achieved a year on year 100% pass rate.