Fred S. Email & Phone Number

Durban, Kzn, Za

South Africa

Crafting SQL queries, delivering performance visibility insights for daily use as well as long term strategic business decision making. Automated executions & workflow optimization for various use cases. SFTP integration and relay services

Durban Area, South Africa

• Align multiple strategies with portfolio objectives and be responsible for the vision, value realisation and ROI of the group of products relative to the portfolios managed.Maintain in depth product(s) and technical knowledge as well as general product group knowledge.• Ensure team members are adequately equipped with the requisite skill set required by developing and facilitating training • Collaborate with key role players within the environment to ensure established procedures and processes are accurately and carefully followed• Facilitate change management due to changing situational and organizational requirements• Creation, reporting and analysis of Product utilisation figures relative to agreed measures and partner SLA’s• Accountable for achieving resolution targets and maintaining customer sentiment through consistently positive experiences• Create, agree and execute product, technical and operational strategy for products and service partners• Identify and ensure efficient processes and procedures are in place to meet objectives• Proactive engagement with customers and staff alike to streamline / align utilisation and service delivery with service partner SLA agreements and benefit offerings

Maintaining and improving the relationship with our brand's service providers to ensure our customers experience consistently efficient service. Resolving social media queries and complaints, escalation of disputes as well as implementation of solution oriented strategic project within the customer service environment.

Durban, Kwazulu-Natal, South Africa

Continuous improvement of systems / processes through detailed analysis of data & trends. Innovating in collaboration with project teams by creating of basic / complex user stories to guide integrations.Identifying & defining criteria for user acceptance testing, performing & overseeing the testing process to sign off on successful functionality, communications & journey testing into live production.Engaging product owners, chairing stand-up scrum sessions to enhance & align business processes as well as projects to ensure compliance, minimise negative customer impact or other potential risk factors. Pre-audit support collation.Drafting and developing all relevant training materials, pre-launch change management awareness, skills development, resulting in a consistently unforgettable positive customer experience across all spaces in our unique family brand.As a knowledge expert some of my tasks include responding to operational functionality challenges, managing escalation tickets, system automation and process integrations in conjunction with various key individuals to ensure rapid resolution of all customer facing concerns and challenges throughout all parts of the business, developing strategies for all scenarios that arise.I chair a single daily session with the sales, distribution, customer loyalty, omnichannel and social media communications, retentions, administration, claims, cellular, insurance, customer service helpdesk, finance, legal risk & compliance, data capturing, business intelligence, IT and systems specialists as well as brand and marketing representatives to enhance engagement and ensure all areas are aligned to delivering the best customer experience possible. Various additional sessions are held ad hoc as well as regular observation virtual sessions.Other areas of focus cover scripting, objection handling, strategy, coffee catchup - all aimed towards enhancing customer experience on all CRM elements in real-time.

Kzn

Interfacing between service providers and the business to ensure seamless service delivery within SLA agreements whilst maintaining sound business relationships.

Zimbabwe

Management and procurement of residential and commercial properties.