Strategic Partnerships and Business Development • Successfully negotiated and executed mutually beneficial partnerships to drive business growth and expand market reach. • Proactively identified potential partnerships and conducted thorough due diligence to assess strategic alignment and ROI.IT Operations and Management Excellence • Provided strategic leadership in the planning, implementation, and optimization of IT infrastructure and systems. • Successfully managed and oversaw complex IT projects, ensuring timely delivery within budget and scope. • Implemented robust IT governance frameworks to ensure compliance with industry standards and regulations. • Leveraged advanced analytics and data-driven insights to optimize IT operations and resource allocation.Systems Development and Implementation • Architected and implemented scalable and secure IT systems to support business objectives and drive operational efficiency. • Led cross-functional teams in the design, development, and deployment of enterprise-wide IT solutions. • Ensured seamless integration of IT systems with business processes to optimize workflows and data management.Information Security and Risk Management • Developed and executed a comprehensive information security strategy to protect sensitive data and mitigate cyber threats. • Implemented robust access controls, data encryption, and disaster recovery plans to safeguard critical IT assets. • Conducted regular security assessments and audits to identify vulnerabilities and implement corrective actions.Process Improvement and Efficiency • Conducted in-depth process analysis to identify opportunities for improvement and automation. • Implemented innovative solutions to streamline operations, reduce costs, and enhance productivity. • Developed and implemented key performance indicators (KPIs) to measure IT performance and drive continuous improvement.

• Business Development: Successfully sourced and cultivated strategic partnerships with leading brands, resulting in [quantifiable growth, e.g., a 25% increase in annual revenue] through innovative branding collaborations. • Digital Marketing Leadership: Spearheaded the development and execution of comprehensive social media and Google Ads campaigns, driving [specific metrics, e.g., a 300% increase in website traffic and a 15% conversion rate]. • Sales and Operations Management: Streamlined quote-to-cash processes, ensuring efficient order fulfillment, timely invoicing, and consistent revenue generation. • Quality Assurance: Implemented rigorous quality control measures, leading to a [percentage] reduction in product defects and customer complaints. • Supply Chain Optimization: Managed inventory levels and delivery schedules, optimizing logistics and minimizing operational costs.Responsibilities: • Developed and executed comprehensive digital marketing strategies across social media and Google Ads platforms to enhance brand visibility and drive customer acquisition. • Managed the entire sales cycle, from generating leads and crafting tailored proposals to closing deals and ensuring customer satisfaction. • Overseed the production process, collaborating with suppliers to deliver high-quality products within budget and timeline constraints. • Built and maintained strong relationships with clients and partners, providing exceptional customer service and support. • Analyzed market trends and customer data to identify opportunities for growth and optimize business strategies.

• Acquiring new business through different avenues, including calling new clients, social media and advertising• Face to face interaction with client in order to build client relationships• Managing the database of candidates• Making sure that all sales targets are met• Managing and maintaining key account relationships• Day to day running of business operations• Interviewing candidates• Conducting reference checks• Liaising directly with clients• Invoicing• Training new consultants

• Carrying out needs assessments, performance reviews and cost/benefit analyses• Setting and meeting performance targets for speed, efficiency, sales and quality• Ensuring all relevant communications, records and data are updated and recorded• Advising clients on products and services available• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues• Maintaining up-to-date knowledge of industry developments and involvement in networks• Monitoring random calls to improve quality, minimise errors and track operative performance• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff• Reviewing the performance of staff, identifying training needs and planning training sessions• Recording statistics, user rates and the performance levels of the centre and preparing reports• Handling the most complex customer complaints or enquiries• Organising staffing, including shift patterns and the number of staff required to meet demand• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes

• Executing collateral duties as assigned by the SSM (Sales and Service manager)• Ensuring performance goals and objectives are clearly understood and incorporated into the Junior Operations Manager business plan• Ensuring that Supervisors are focused on people development and profit enhancement• Ensuring proper delivery and execution of Consultant certification program, leadership requirements and communication to the Supervisor and SeniorConsultant• Fostering a business-oriented relationship that ensures consistency in application of queue and site initiatives• Ensuring proper function and responsibilities of the supervisor position are understood and executed• Achieve and maintain a leadership level certification in the Member Connect Certification program• Track and assess all Member Connect Certification activities for aligned coach teams• Review reports to identify trends and items that require attention.• Provide strategic direction to coaches ensuring emphasis is on behaviours that drive performance• Ensure each Supervisor and Senior Consultant has the access and training necessary for appropriate job responsibilities• Ensure weekly coverage schedule is completed, distributed and posted by virtual Friday for Junior Operations Manager Team• Review all consultant time off requests and forward to Scheduling• Ensure CSS schedules are maintained in Scheduling system• Prepare and successfully conduct weekly meeting and ensures performance planning on virtual Thursday with Supervisors• Review of previous week’s performance data.• Review of previous week’s interactions and action items.• Discuss relevant discussion points as submitted by Supervisors/Senior Consultants with them• Review and approve Supervisor weekly plans.• Report and track all team interactions using Operations Manager commitment log

• Daily reporting on statistics for the previous day• Daily absenteeism reporting• Daily counseling of staff with regards to performance• Dealing with disciplinary issues• Screening and recruiting new staff• Maintaining daily service levels to ensure overall monthly statistics were of a high quality• Dealing with advanced queries. This responsibility was one which only I filled, as I was the only person within the company with the capacity to do so as adirect result of my experience with MTN• Acting as Customer Service Manager in their absence. This was a permanent arrangement• Conducting weekly quality assessments within the department to ensure service levels are consistent• Testing all the latest technology and handsets• Proposed and implemented a new interviewing structure within the department, leading to improved staff quality• Acting as ‘Manager on duty’, during out of normal office hours• Reporting monthly service levels to the national customer service manager