Jack Govender Email & Phone Number

Johannesburg, Gp, Za

City Of Johannesburg, Gauteng, South Africa

Johannesburg Area, South Africa

Developing and maintaining strategies in the Intelligent Customer Experience Go to Market.Ensuring revenue and gross profit targets are achieved.Conducting research across business, economic climate and trend analysis within the CX industry.Enhancing internal and external service levels and overall customer experience.Managing relationships with customers, partners and third party suppliers.Driving business development expansion and promoting the Intelligent Customer Experience Go To Market within.Enterprise Accounts with focus on new logos, net new sales, customer retention, renewals and customer success.Primarily responsible with identifying of solutions or service specific opportunities in the Customer Experience domain by articulating solution led outcomes.Responsible for selling complex Customer Experience solutions.Coordinating presales and technical teams to orchestrate sales opportunities.Contributing technically to crafting of solutions for opportunities.Developing, presenting and articulating Sales proposals.Conducting demonstrations of solutions and providing thought leadership.Helping organizations engage better with their customers.Collaborating with internal cross functional Agile teams on Cloud CX deployments.Enterprise Accounts Managed: First National Bank, Standard Bank, Liberty Life, MTN SA, Vodacom,Afrocentric Technologies, Medscheme, Sibanye Stillwater and Old Mutual Insurance.Customer Experience Solutions Sold: Avaya, Genesys, NICE, Verint, Amazon Connect and Cisco.Customer Experience Verticals: Omnichannel, Customer Analytics, Voice Analytics, Workforce Management, Social Media and Cloud Contact Centres.Exceeded Sales Target in 2020.

Johannesburg Area, South Africa

Product Manager: Customer Experience and Business Intelligence10+ years’ experience in Progressive Roles in the Business Intelligence, Customer Service, Resource Planning, Workforce Management, Technical Support, Pre-Sales and Product Management profiles for the Banking, Telecommunications and Digital Media sectorss

Continued building up Product Management and Customer Experience Pre-Sales experience after previous company was acquired by Altron People Solutions. Promoted rapidly through a series of increasingly responsible management positions based on strong financial, operating, team leadership performance.Managing CX Engineers and BI Developers.Voted one of the Top performing employees in April 2015.Promoted after one year to head up bigger team.Assisted in shortening sales cycle for sales of CX and BI solutions.Promoting cloud and hosted infrastructure for products.

Johannesburg Area, South Africa

Solution Preparation / Proposal Product Demonstrations (Customer Interactions Hubs, Multichannel tools, QlikView and Social Media tools).Creating Proof of Concepts for QlikView.Product Management and proposal assistance.Develop product centric selling strategies.Monitoring and managing the technical pre-sales environments.Scoping technical solutions required to address customer requirements, assesses customers’ met and unmet needs, and recommends solutions that optimize value for both the customer and the organisation.Providing coaching and advice to the sales, product and operational teams in order to enhance their product knowledge, technical acumen and technical sales skills.Conducting analysis of source systems and source system data and transform the data in QlikView.Creating SQL queriesDesign, develop, and test QlikView scripts (like SQL) to import data from source systems and test QlikView dashboards to meet customer requirements.Interpreting written business requirements and technical specification documents.Create and maintain technical design documentation.Conducting detailed troubleshooting of Qlikview Access Point and Qlikview Server.Monitoring and maintenance of all components that make up the Business Intelligence infrastructure.Provide input on proposing, evaluating and selecting appropriate design alternatives which meet client requirements and are consistent with client’s current standards and processes.Entrenching Business Intelligence benefits across the organization, promoting and championing BI usage.Presenting a QlikView application in a way that tells the *business story* and addresses the solution to the business issue.Executing all aspects of an implementation project including, but not limited to, planning, business analysis and design, configuration, development, conversions, system testing, cutover and production support.

eGain Technical Support, Qlikview Maintenance, Development, MS SQL, VMware

Responsible for all elements of WFM for all of Telkom SA National Call Centres and Operator ServicesManage National WFM performanceCompile policies and proceduresManage peopleManage changing operational needsWorkforce Planning: Call Centres and Operator ServicesSystem Administrator and Custodian: Aspect eWorkforce Management

Progressed through multiple customer contact centre roles before conducting Workforce Management in an extremely fast paced Call Centre environment.Deployed Agent Schedule PlannerResponsible for Planning for various areas: Internet Banking, Private Banking, Telephone BankingEducating relevant stakeholders on Resource Planning

National Diploma: Information Technology, Databases, Networking,Business Management

Currently studying towards this National Diploma

Nd: Mechanical Engineering (Incomplete), Mathematics, Engineering Design, Thermodynamics

National Diploma: Mechanical Engineering