Ivan Quitowitz-Broad Email & Phone Number

Hedge End, Gb

Southampton, England, United Kingdom

I Design services that have a positive impact on people and are good for business.

Southampton, England, United Kingdom

Havant, England, United Kingdom

• The Verity Centre is a boutique outsourced BPO. I have responsibility for managing multiple clients.• Team Leadership and Management: Overseeing and supporting a diverse team of Outbound & Inbound multichannel contact centre agents. This involves recruiting, onboarding, training, mentoring, and providing feedback to enhance performance.• Performance Monitoring: Regularly analysing key performance indicators (KPIs) to gauge the effectiveness of customer service efforts. Monitoring activities in real-time and through historical reporting to extract insights & identify trends.• Continuous Improvement: Responding to the data analysis and pro-actively planning ways to mitigate, manage or exploit opportunities.• Stakeholder Management: Regularly communicating with outsource clients and colleagues to align objectives and share insights.

City Of Johannesburg, Gauteng, South Africa

As part of this job role, I proactively engaged with staff at all levels, fostering strong collaboration. Notably, I held a pivotal role that spanned across all PPS group companies, covering long-term insurance, short-term insurance, healthcare administration, and investments.One of my key deliverables was to establish opportunities for fostering greater partnerships, promoting diverse thinking, and driving collaboration across previously siloed businesses.I actively crafted strategies and roadmaps to achieve synergies in service, processes, and technology, resulting in boosted efficiency, consistent customer experiences, and reduced costs group-wide.In my dual role as a dynamic Product Manager and Product Owner for an Agile Team, I skilfully managed change processes, translating strategic insights into actionable projects to deliver tangible outcomes.My role involved orchestrating end-to-end management of analysis, sizing, development, and testing across various environments, ensuring smooth deployment to production.I predominantly leveraged Agile and Scrum methodologies, with some projects executed using Kanban and Waterfall approaches. Maintaining strict adherence to ITIL practices, I ensured excellence in all technical implementations.

Johannesburg Area, South Africa

As the Head of Customer Experience & Process Design, I consistently focused on delivering exceptional service that goes beyond mere transactions. My expertise lies in crafting and executing captivating customer journeys, taking our organization to new heights. Previously, as Senior Manager - Business Processes, I also ensured the smooth functioning of business processes and technical workflows. Recognizing the importance of our team members in delivering outstanding service, I embraced a people-oriented leadership approach. Empowering them to take ownership of their responsibilities and learn from setbacks, I fostered a culture of continuous improvement. To achieve this, I designed and implemented a values-based Service Delivery Framework, which decentralized decision-making and allowed staff to navigate company policies within specific delegation of authority bands. This forward-thinking approach led to fewer escalations, increased customer satisfaction based on post-call surveys, and a more self-aware, autonomous, and skilled workforce.Notable accomplishments during my tenure include:• Orchestrating the seamless transition of our on-site contact center to a fully remote setup within an impressive three-week period at the onset of the COVID-19 pandemic. Through adept leadership and strategic use of technology, we ensured the safety of our workforce, maintained uninterrupted business operations, and provided unwavering service to our valued members and customers.

Johannesburg Area, South Africa & Sydney, Australia

As the Senior Manager of Business Processes, I played a key role in transforming our organization's production process standards to adhere to LEAN principles and optimize efficiency while reducing waste. By implementing a well-designed feedback framework, we continuously improved our processes and tailored our service strategy to meet customer needs effectively. Incorporating elements of TCF, LEAN, and other enterprise methodologies allowed us to achieve industry-leading practices. A significant aspect of my responsibilities included ensuring IT processes aligned with ITIL guidelines. By proposing and implementing innovative solutions, writing detailed technical business requirements, managing projects, conducting thorough testing, and overseeing successful implementations, we maintained a well-structured and efficient IT environment. • One of my proudest accomplishments was developing and maintaining a robust workflow operating system. This system became the backbone of our daily operations, empowering our team members and enabling seamless service delivery. • In addition to my contributions to the core operations, I spearheaded the analysis and adaptation of business processes for a successful Australian start-up launch, collaborating with colleagues from our South African office. • My involvement in the growth of the Australian business demonstrated my commitment to supporting cross-functional teams and fostering a collaborative environment.

Johannesburg Metropolitan Area & Sydney, Australia

Formulated and documented LEAN production process standards, leading to improved efficiency and reduced waste throughout the organization.• Implemented a comprehensive feedback framework that continuously improved our processes and enhanced our service offerings.• Successfully integrated the best practices of TCF, LEAN, and other business process methodologies into our service strategy, ensuring industry-leading practices.• Ensured that technical processes adhered to ITIL guidelines, resulting in a streamlined and efficient IT environment.• Developed and maintained a robust workflow operating system, serving as the foundation of our operations and services.• Led the adaptation and enhancement of existing business processes for the Australian start-up, facilitating a smooth transition and successful operations.• Demonstrated strong leadership and collaboration skills, fostering a cross-functional team environment and driving successful outcomes throughout my tenure.

Johannesburg Metropolitan Area

Johannesburg Metropolitan Area

Manage Training & Development for operations and servicing employees nationally.

Johannesburg Metropolitan Area

I Managed all aspects of the Inbound Contact Centre. There were twelve consultants handling calls for our long-term and medical health Insurance products. In addition, I was responsible for developing and facilitating an in-house customer service training program.

Johannesburg Metropolitan Area

My role progressed from Project Manager to Training Manager, where I continued facilitating the company's Certificate courses in client services and client service management. I also managed a team of 3 facilitators responsible for researching, compiling, publishing and conducting customised training interventions for a broad range of clients in the service industry.

Johannesburg Metropolitan Area

A client for whom I had recruited in my previous role, this startup company offered me the opportunity to reenter the training and development field. I joined as a facilitator on their major account, the newly formed National Lottery. Personally training the 200-seat contact centre using the National Qualifications Framework accredited material provided. My passion and skill quickly had me promoted to Project Manager. We took on more clients, one of them being PPS Insurance where I was to work one day soon.

Johannesburg Metropolitan Area

This specialist recruitment agency focussed on call centre staffing which was ideal based on my experience in the industry. I managed and coordinated the sales and administrative functions of a team of five accounts executives and two personal assistants. I was responsible for tracking progress and delivering according to sales targets while ensuring high-quality candidates were consistently selected and matched with our key accounts.

Johannesburg Metropolitan Area

I managed twelve inbound agents and four outbound retention consultants in this financial services contact centre. I also played an active role within the training and development team, drawing on my previous experience at XPS-FedEx, to continuously improve service delivery and retention of clients.

Johannesburg Metropolitan Area

After relocating to Johannesburg for this job, I managed the customer contact centre and a client service team in sales. There were 12 reporting staff in total. The position was brief as this smaller courier company was bought out by the larger UTI Sun courier group only five months into the role.

Durban Metropolitan Area

Responding to strategy, I would conduct research to improve existing or develop new training interventions across all service areas. I was accountable for budgeting and forecasting for all training interventions. I would deliver training to all company offices and the contact centre in Johannesburg. I would contract with third-party companies to facilitate specialist training and hold them accountable for the quality and reach of the interventions. I also played a direct role in reengineering the business together with external consultants. Once the To-Be states were approved I would design the training programmes to execute the reengineered processes and implement them operationally.

Durban Metropolitan Area

XPS was an express delivery, courier & shipping service in South Africa that partnered with FedEx globally. I initially worked in the Johannesburg contact centre but relocated to the Durban office in 1994 where my experience grew to include office administration, supervising the contact centre and quality management.

Johannesburg Metropolitan Area

XPS was an express delivery, courier & shipping service in South Africa that partnered with FedEx globally. I worked rotational shifts in a 24-hour contact centre to support clients across the globe. My main duties were customer services, tracking & tracing domestic or international shipments and coordinating same-day deliveries.

Johannesburg Metropolitan Area

Waitering, Marketing promotions, Assistant production manager for film production company, Extra's actor, voice-over artist and Driver.

Bprimed, Psychology, English, Unfinished

Matric, High School/Secondary Diplomas And Certificates, Matric

Activities and Societies: Athletics, Drama, Debate, Chess, ChoirCompleted High School with University acceptance criteria and distinction.