Devon De Vos Email & Phone Number

Cape Town, Wc, Za

Cape Town, Western Cape, South Africa

Telecommunications Specialist & Team Lead with a focus on Porting and Provisioning of Telephone Numbers to and from our network and various other products within our catalog; i.e. Teams solutions, BYOR, BOYT and many more. I currently also hold a keen interest in playing a key role in assisting Management setting up and implementing core values, guidelines, objectives, strategies, procedures and principles within the Service Management Office using ITIL as a foundation.

Cape Town Area, South Africa

• Define operational requirements• Design effective operational structures• Plan and execute operational functions• Maintain operational functions | SOP• Manage services and technical department• Staff appraisals• Provide assistance and advice to customers• Communicate with walk in customers as well as via telephone and email• Investigate and solve customer queries, which may be complex or long-standing problems that have been passed on by customer service assistants• Manage customer complaints or other incidents• Prepare and issue credits, refunds or compensation• Keep accurate record of discussions or correspondence with customers• Analyzing statistics and data to determine the level of customer service within the department• Produce written information e.g. use packages/software• Develop feedback or complaints SOP for customer usage• Improve customer service SOP with the department;• Management strategy meetings regarding discuss improvements to the service• Training staff to deliver a high standard of customer service• Liaise with external repair agents• Updating department of the organizations latest products or services • Preparation of daily invoice report for the previous days invoices • Preparation of month end invoice analysis report • Preparation of the technicians month end and performance report • Preparation of the external technicians creditors statement• Preparation of weekly brand status report to track and provide feedback to department of turnaround time of repairs, which includes necessary recommendations • Preparation of monthly suppliers brand report • Preparation of weekly open sales order, open jobs and opens sales quotation report • Assist and advise clients on repair structures/SLA’s (service level agreements) and turnaround times for repairs• Maintain a healthy client/customer relationship with regards to keeping clients updated on all repairs and SLA sufficiency• Capture all information on SAP

Cape Town Area, South Africa

Wynberg, Cape Town

Ensure that an exceptional customer experience is consistently achieved Ensure that the team achieves the agreed performance targets and that all customer queries are resolved effectively and efficiently within the set turnaround timesAttend to all escalated matters from Agents or Customers, ensuring customer satisfaction is maintainedPromote excellent customer service orientation within team of Agents and across the wider businessContinuously improve customer experience and service delivery statisticsEnsure Customer Excellence is achieved by driving and maintaining high standards of quality and integrityMake sure that all operational and quality efficiencies are adhered to Drive the teams efficiency targetsEstablish and maintain productivity standards that are in line with business requirementsConsistently drive productivity by ensuring adherence to the workflowsIdentify and escalate possible risk to the business as a result of procedural or system gapsEnsure service level agreements are adhered to Ensure that the departments service level agreements are in place and are achievedConstantly engage with management regarding any challenges identified to mitigate through appropriate measuresPeople management Ensure all team members have KPA’s and personal development plans in place with clear and tangible goalsLead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standardsFoster an environment that encourages and rewards innovation and challenges current methodologiesPromote staff engagement by ensuring adequate measures are in place to improve culture in the DepartmentInitiate and participate in motivational team and departmental activitiesEffective workforce planning ensuring adequate resources are in place to meet departmental objectives by being actively involved in the talent acquisition processIdentify and manage behaviour in line with prescribed legislation and company policies and procedures

Cape Town Area, South Africa

Plan and execute operational functionsMaintain operational functions | SOPManage services and technical departmentProvide assistance and advice to customersCommunicate with walk in customers as well as via telephone and emailInvestigate and solve customer queries, which may be complex or long-standing problems that have been passed on by customer service assistantsManage customer complaints or other incidentsPrepare and issue credits, refunds or compensationKeep accurate record of discussions or correspondence with customersAnalyzing statistics and data to determine the level of customer service within the departmentProduce written information e.g. use packages/softwareDevelop feedback or complaints SOP for customer usageImprove customer service SOP with the department;Training staff to deliver a high standard of customer serviceLiaise with external repair agentsUpdating department of the organizations latest products or services Preparation of daily invoice report for the previous days invoices Preparation of month end invoice analysis report Preparation of the technicians month end and performance report Preparation of the external technicians creditors statementPreparation of weekly brand status report to track and provide feedback to department of turnaround time of repairs, which includes necessary recommendations Preparation of monthly suppliers brand report Preparation of weekly open sales order, open jobs and opens sales quotation report Assist and advise clients on repair structures/SLA’s (service level agreements) and turnaround times for repairsMaintain a healthy client/customer relationship with regards to keeping clients updated on all repairs and SLA sufficiencyCapture all information on SAPManage cash and card payments received from walk in customersCapture and issue customer invoicesCoordination of in-house dispatch of all serviced units in Cape townCoordination of courier dispatch of all serviced units outside Cape town

Cape Town Area, South Africa

Local Requisition Handling Order processingManage Delivery/Collection of Goods from SupplierGood’s Received Note process with LogisticsReconcile Payment PackagesSign off with FinanceClose orders on ExactConduct RTV's and align them with the SOP's.Ensuring ethical standards are maintained with regards to the company’s policy and maintaining authorization requirementsPlace orders with International Supplier and Expedite Liaise with Ship AgentsLiaise with Suppliers InternationallyAirline bookings EnquiriesSea Shipment Vessel booking Management and enquiriesWork hand in hand on with Foreign Currency Cover on ETACreate ETA for incoming shipments and Liaise with Receipting Department at warehouseAlign Purchase order with InvoicesLanded CostsCosting and EstimatingUpdate Selling Price ListsUpdate buying Price Lists Maintain Brands On Order and keep updateRecord all foreign currency spent Record all shipping packsForward recon documents to financeUse current checklists to maintain constant workflow and adhere to principles of procurementUnderstand SLA with freight companies:Create New Codes on Exact with data providedUpdate Codes on ExactManagement of Status-Codes and Specifications of ItemsClear system of old itemsComplete OTB ReportsRun stock Positions reports for the Business on delegated Brand

Cape Town Area, South Africa

Capture and process all orders accurately and timeouslyTrack to order, and escalate whenever necessary to the relevant department/partiesLiaise and follow up with contributing departments and suppliers to ensure orders are processed to client satisfaction – namely: Accounts department to ensure account queries are resolvedWarehouse to ensure orders are received and dispatched accurately and timeouslySales Representatives to take and check ordersCompliance to the company’s systems and processes (e.g. Exact, E-Synergy) Cross check system entries to eliminate errors (e.g. stock codes, quantities, data entry)Ensure the minimum order thresholds, as set by management from time to time, are met and upheldMonitor backorder stock fulfillment and pick-up and conclude orders Effective knowledge management by ensuring that you understand the structure of the organization and its products, so you are able to assist both external clients and colleagues where and whenever necessaryEnsure all filing, capturing and general information and records are kept up to date at all timesEnsure escalations are appropriately prioritized and resolvedEnsure business is conducted with integrity at all timesEnsure a seamless working environment by providing effective cross-functional communication wherever possible

• IT consultant / Desktop support technician / Field Service engineer• SARS FSE desktop support technician• Currently in a Project administration role• Assist with projects of any kind pertaining the IT industry and system upgrades• Team leader on desktop and laptop rollout at Petro SA• Team Leader on PetroSA audit and Asset tagging Project• Desktop and Laptop upgrades/rollouts on SARS Site• PWNC naming convention project SARS• LAN transformation Project support• ABSA VRAS software upgrades and issuing of secure login tokens• SAPS (South African Police Services) system upgrades• Ackerman’s PC builds and site installation project overseer• Ackerman’s and SAPS Desktop and printer support Technician• Assisted with VOIP telephone training required at Parliament• Technical assistance in the different departments were they are necessary• CAPITEC biometrics fingerprint readers installation• Team Leader on SAPS Audit Project (Technical Lead and Administration)• Project Administrator – Maintaining, processing, and compiling all timesheets and claims s of all resources to which I am the team leader.• Ensuring and maintaining a high level of accuracy as well as a High level of customer satisfaction. All our clients expect the best support we can offer therefore we maintain • And promise service delivery every time all the time.