Experts in Business Optimisation, Call Centre and Operational Efficiency, including Systems, Processes, People, Recruitment, Analytics, Rentals and more...

• Recruit, train and supervise the Professional Services team to execute against key performance metrics.• Establish Professional Services policies and processes that ensure consistently high Professional Services performance to all clients.• Ensure the professional, high quality, on budget and time delivery of BetTech’s product solutions according to the contracted project scope. • Define, implement and monitor quality and performance management framework.• Short-term and strategic long-term planning.• Reporting on monthly performance at board level.• Evaluate client feedback and improve service delivery where necessary.• Build and maintain strong, long-lasting relationships with relevant client Stakeholders.• Ensure the ongoing professional, high quality and cost-effective delivery of BetTech’s operational support against SLAs and account/business objectives.• Communicate the overall Professional Services Plan, highlighting dependencies on deliverables or activities from other parties (internal or external).• Communicate the progress/performance of Professional Services projects and operations on an ongoing bases to senior management and to the clients.• Ensure financials are communicated to both client and the finance division.• Travel to meet clients onsite when necessary.• Develop and maintain strong working relationships.• Oversee the internal and client escalation process and adjust where necessary.

Managing a multi-regional call center with countries including Australia (largest), New Zealand, Germany, Austria, Switzerland, and Liechtenstein.The departments consist of 250 multilingual call center agents, 10 quality coaches, 15 team leaders, and 3 floor managers, 4 marketing managers, 3 customer relationship managers/database analystsNet Profit Achievements:Dec 2015 – Dec 2016Target: Increase monthly Net profit by 40% within 12 months > Target achieved - monthly Net profit increased by 104% Dec 2014 – Dec 2015Target: Increase monthly Net profit by 30% within 12 months > Target achieved - monthly Net profit increased by 35%Call Center Achievements:Target: Monthly avg. email response time 2 hours – Target achieved, avg. monthly email response time reduced from 45 hours (before takeover) to 2 minutesTarget: Monthly avg. chat acceptance time 20 seconds – Target achieved, avg. monthly chat acceptance time reduced from 20 minutes (before takeover) to 2 seconds Target: Monthly avg. call acceptance time 15 seconds – Target achieved, avg. monthly call acceptance time reduced from 60 minutes (before takeover) 2 seconds SMS clean up and reply – no target set, however avg. SMS reply reduced from 63 hours to 5 minutes(Expanded CV on request)

Regional Call Centre and Business Manager Canada for Digital Outsource ServicesManaging 2nd largest market (44 multilingual call center agents, 2 quality coaches, 2 team leaders, 2 floor managers, 3 marketing managers, 2 customer relationship managers/database analysts)Net Profit achievements:Dec 2014 – July 2015Target: Increase monthly Net profit by 30% within 12 months > Target achieved - monthly Net profit increased by 43% Dec 2013 – Dec 2014Target: Increase monthly Net profit by 30% within 12 months > Target achieved - monthly Net profit increased by 45% Dec 2012 – Dec 2013Target: Increase monthly Net profit by 30% within 12 months > Target achieved - monthly Net profit increased by 38%Call Center Achievements:Target: Monthly avg. email response time 2 hours – Target achieved, avg. monthly email response time reduced from 27 hours (before takeover) to 2 minutesTarget: Monthly avg. chat acceptance time 20 seconds – Target achieved, avg. monthly chat acceptance time reduced from 12 minutes (before takeover) to 2 seconds Target: Monthly avg. call acceptance time 15 seconds – Target achieved, avg. monthly call acceptance time reduced from 45 minutes (before takeover) 2 seconds SMS clean up and reply – no target set, however avg. SMS reply reduced from 78 hours to 5 minutes(Expanded CV on request)

Managing 159 countries including Europe, Middle East, Africa & Asia (14 multilingual call center agents, marketing manager, 2 customer relationship managers, database analyst)Net Profit Achievements:Dec 2012 – Mar 2013Target: Increase monthly Net profit by 30% within 12 months > Monthly Net profit increased by 17% after 3 monthsDec 2011 – Dec 2012Target: Increase monthly Net profit by 30% within 12 months > Target achieved - monthly Net profit increased by 32% Dec 2010 – Dec 2011Target: Increase monthly Net profit by 20% within 12 months > Target achieved - monthly Net profit increased by 30% Call Center Achievements:No target set by the business – Avg. monthly email response time reduced from 79 hours (before takeover) to 20 minutes No target set by the business – Avg. monthly chat acceptance time reduced from 50 minutes (before takeover) to 10 seconds No target set by the business – Avg. monthly call acceptance time reduced from 90 minutes (before takeover) 10 secondsNo target set by the business - SMS clean up and reply - Avg. SMS reply reduced from 89 hours to 10 minutes(Expanded CV on request)

Inbound Customer Service & Outbound Sales for multiple online casinos (phone, email, SMS & chat)Translating & copywriting of promotions, terms & conditions, search engine optimization, website & software contentCustomer relationship management (high value/VIPs)Customer profiling & analysisBrand marketingConceptualizing promotionsCreating content (html)Implementation of promotions, Mailers, SMS, software content, website contentNew product rollout to all stakeholdersSuccess analysisManagement reportingCustomer database financial optimization

Selling Radio Program softwareUpselling different music packagesSelling product placementsTop Salesperson of the month

Sole mandate & distribution rights in South AfricaSold consignments to distributors and end usersMarketing & AdvertisingPricingStocktaking & OrdersBookkeeping

Sales managerMarketingCompetitor analysisAdvertisingDeliveriesStock managementFinance & AccountingHuman Resource (15 employees)Trend analysisBuying new products/stockExhibiting to end users

Selling of advertising space to businessCopywritingFormattingTrainer for new advertising software nationwide