Bronwynn Rhode Email & Phone Number

Woodstock Cape Town

Cape Town, Western Cape, South Africa

• Facilitate requirement gathering workshop with all stakeholders from executive level to testers. • Based on the business requirement, create Project Statement, Project Scoping, Risk Assessment, Business Cases, Functional Requirement Specifications and Technical Requirement Specification documentation.• Depending on the client’s request, I am responsible for submitting a cost analysis on the work request and provide projected ROI.• Create and review Test Cases to ensure that all new functional requirements and regression testing is conducted and successful.• Manage both resource and project deliverables to ensure that the required timelines are adhered as set in the project plan.• I fulfil the role of liaison between our business unit and the organizations IT Infrastructure team to ensure collaboration is achieved in term of scheduled deployments and system efficiencies.Adhoc Projects – as a personal challenge and growth opportunity I identify areas of development within my organization and create internal self-initiated projects. The objective of the two projects that I am currently working on are to:1. Reduce latency and performance impacts experienced on My SQL server; and2. Reduce amount of Service Penalties paid to the client incurred due to Programme mismanagement.

Cape Town, Western Cape, South Africa

• Manage the Business Process Department and provide support to the Loan Operations Division• Responsible for resource allocation and the prioritization thereof• Responsible for team strategic planning• Accountable for maintaining strong working relationships.• Responsible for maintaining accessible document repository of Processes and SOPs.• Support the building of Business Cases for strategic projects, enhancements, and new product development.• Define and manage change control processes for Operational Content and liaise with project teams.

Cape Town, Western Cape, South Africa

• Requirements Elicitation – gathering information from the business and user community in the organization.• Solution Justification – Drawing up the business case for a system (estimating system size, risk, resource requirements).• Business (process) improvement – Identifying ways of improving business systems (using business process redesign, information requirements analysis).• Requirements modeling – Identifying the requirements of the business for control, security and data integrity.• Interface Analysis & Design – Define the interface requirements of the system (using prototype).• Requirements Specification – Preparation and communication of requirements documents

City Of Johannesburg, Gauteng, South Africa

• Manage ISO implementation and processes within Product Lifecycle Management area.• Assist Innovation and Technology teams to develop and implement products and services through BPNM process mapping.• Identifying processes that are prohibiting optimilization of staff and the communication of findings to relevant stakeholders.• Compile risk assessment.• Business Process Improvement.• Proactively run reports to manage team/s performance and project findings.• Continuous Quality Improvement.• Improve operational systems, processes and policies.• Manage and increase the effectiveness and efficiency of Product Lifecycle Management Services.• Facilitator between the Client, PLM team, divisional and other applicable role players when required.• Manage deadlines and deliverables and resources for projects.• Manage escalations.

City Of Johannesburg, Gauteng, South Africa

• Identifying processes that are prohibiting optimilization of staff and the communication of findings to relevant stakeholders.• Process reviews.• Maintain client Satisfaction.• Assist with product and project handovers.• Stay abreast with product and policy changes.• Business Process Improvement.• Review business and ensure that all processes comply accordingly.

Cape Town, Western Cape, South Africa

• Staff scheduling• Responsible for the continues updating and documentation of contact centre processes.• Responsible for Gap analysis• Identifying processes that are prohibiting optimilization of staff and the communication of findings to relevant stakeholders.• Performance and Productivity management.• Quality monitoring.• Team incentive.• Team KPI and map sessions.• Coaching and Staff development.• Monthly Reporting and tracking.• Dealing with irate customer (as per escalation procedures)• Administration – leave overtime, timesheets, etc.• Stay abreast with product and policy changes and explaining such information to team members and ensuring that they understand.• Team motivation and initiatives.• Responsible for initiating incentive schemes and managing staff morale.

City Of Johannesburg, Gauteng, South Africa

• Business Process Improvement.• Define and develop relevant processes.• Review business and ensure that all processes comply accordingly.• Improve the efficiency of processes.• Assessing of transactions in order to ensure that standards (quality) are maintained and improved.• Process mapping (current and new processes).• Root cause analysis exercises.• Developing appropriate corrective measures.• Gathering and assessing relevant statistical information.• Ensure the integrity of data.• Ensure that any duplicate data is eliminated.• User Training.• User Support.• Gathering of information and Data analysis.• User and Functional Specifications.• Workshop Facilitation.• Productivity and Staffing Analysis.• Project Coordination and Management.

City Of Johannesburg, Gauteng, South Africa

• Ensure that the evaluation of predetermined customer interaction within the customer care is assessed with regards to accurate and consistent application of procedures.• Provide oral and written feedback regarding conformance an consistency to evaluation procedures.• To update the relevant evaluation tool (evaluation system) within a specified time period.• Liaise with all relevant role players in the event of a dispute regarding customer satisfaction.• Identify and compile training needs for Call Centre Consultants.• Reengineering of processes and procedures.• Provide coaching to Call Centre Consultants.• Compile call traces, trends and analysis.• To uphold ISO 9001/ 9002 standards of Customer satisfaction.• Compare customer satisfaction index results to other service-related industries.

City Of Cape Town, Western Cape, South Africa

• Responsible for daily updating team information on registers.• Human resources – Performance on climate survey.• Responsible for creating and maintaining PDP’s for team members.• Ensure that weekly and monthly reports are drawn up and agent scores are correct.• Ensure that agent’s information on bonus calculator is submitted and correct.• Responsible for submitting team members KPA scores on a quarterly basis.• Ensure that all agents within the team reach and maintain the call centre targets (Quality, quantity, productivity and adherence).• To ensure the successful business implementation of skills-based routing.• Adherence to quality assessment.• Ensure that all application problems are escalated timeously.• Responsible for dealing with irate subscribers.• To ensure that buddy coaching takes place where required.• Ensuring that agents are working under comfortable working conditions.• Responsible for informing call centre agents of new products and to ensure that all agents are familiar with product information.

City Of Cape Town, Western Cape, South Africa

• Ensure that all customers receive excellent service in a professional and efficient way.• Provide service to customers through excellent product knowledge – ensuring that all customers leaving the Centre are satisfied.• Ensure a high level of confidence and decision-making.• Interpret and analyse information and ensure that the required administrative processes are executed timeously and accurately.• Build relationships with other departments and ensure that actions they support within the Contact Centre are executed accurately and timeously.• Communicate with customers (verbal and written). Ensure ongoing feedback with customers as required.• Multi-skill based operational needs.• Ensure on going training and self development as required.• Ensure continuous follow up on transactions being processed.

Certificate, Python Developer, Certificate

Certificate, Project Management, Certificate

Higher National Diploma, Business Analysis

Certificate, Certificate Querying Ms Server 2012, Certificate

Certificate, Systems Analysis And Design, Certificate

Certificate, Itil V3 Foundation, Certificate

Certificate, Certificate Accredited Quality Assessor (Saqa), Certificate