Jacques Jooste Email & Phone Number

South Africa

Cape Town Area, South Africa

• Keep aware of changing business needs• Ensure that the current and future service requirements of customers are identified, understood and raised with the Account Management team.• Provide input to Third Party Supplier/Contract Management relationships related to Service Targets and ongoing performance that underpin SLAs• Ensure that service reports are produced for each customer• Ensure that service performance reviews are scheduled and carried out with customers on a monthly and quarterly basis and are documented with agreed actions progressed• Ensure that improvement initiatives identified and service reviews are documented as a SIP and acted upon• Accommodate any existing Service Improvement plans programs• Identify all stakeholders and Customers. develop relationships and communication with all stakeholders• Record and manage all complaints and escalate, where necessary, to reach resolution• Provide measurement, recording, analysis and improvement of Customer Satisfaction and act upon CSI• Analyse and review Service performance against SLAs• Act as coordination point for any temporary changes to Service levels required• Attend Change Advisory Board meetings when appropriate• Identify improvement opportunities to make ServiceManagement more effective and efficient• Ensure that the Service Level Management Key performance Indicators are met for the assigned Customers• Ensure that the Service Management process operates effectively and efficiently• Ensure that reports on Service performance and Achievement to the Customer and the Vodacom Business are produced, checked and presented regularly and at an appropriate level

Cape Town Area, South Africa

As a Service Operations Manager in the Internet Solutions Service Management team in Cape Town, I act as a technical adviser internally and externally with, and between, customer support teams and vendors. My primary function as a Service Operations Manager is to provide the customer with a single touch point into IS, consistently striving to improve and strengthen the customer’s perception of service quality through dedicated support expertise, and consistent communication. Current clients include BP, Sanlam and RCS Cards.Responsibilities include, but is not limited to: * Acting as technical adviser to clients, representing Internet Solutions* Involved in and acting as adviser on all customer related Installations, Moves, Additions, Changes and Deletions* Maintain and present Network Diagrams and reports for client networks* Assist engineers in troubleshooting incidents and* Drafting of Incident Reports including root cause analysis for incidents* Produce Monthly Operational Summary Reports and AD HOC Reports dealing with operational issues* Escalations Management

Stellenbosch

Space Age Technologies provides BI services, managed infrastructure services, as well as end-user support for businesses in the SME space.I am currently acting as a desk coordinator and external flow (customer-facing) coordinator at Space Age Technologies, leading our support teams to a more effective and positive approach to customer service.I work together with an internal coordinator who manages resources, scheduling and our ticketing queue – a responsibility that I assumed for the first 4 months of my time at Space Age Technologies, in addition to my current responsibilities.In an attempt to standardize and improve customer experience, I have recently been involved with creating a service desk layer which umbrellas our user support and infrastructure support teams - a critical step in unifying customer experience, as Space Age partners more than 100 business in the Western Cape. This entailed implementing service delivery management processes, examining customer touch points and identifying key areas of improvement and improving methods of managing and resolving escalations.Complementing the above - I am also involved in a newly implemented Service Issue Escalation process, in place to manage misaligned expectations, poor service and challenges with 3rd parties.Other responsibilities:• Facilitating and improving inter-department interaction within Space Age Technologies.• Creating customer overview portals / profiles - centralizing customer documentation and network information, as well as detailing company-specific requirements

Cape Town Area, South Africa

I acted as a team leader / coordinator at the Internet Solutions Rapid Response desk in Cape Town.I tracked and managed all Service Requests, Incidents and Work Orders on the Rapid Response (RR) service desk, to ensure Service Level Agreements (SLA) were adhered to and installs are completed in the agreed upon time lines.Clients expect accurate and concise communication, and I ensure that this happens. I manage client escalations and keep SLA breaches to a minimum.I also assisted with developing and implementing Quality Assurance within the team, keeping up with the ever-changing market and with that, the changing needs of the client.Where necessary, I assessed current processes and assisted with filling any gaps to effectively streamline support processes. If a process is lacking, I created and documented one.Some other responsibilities:*Drive and ensure successful handover of all Projects to Support*Daily, weekly, and monthly reporting on various areas within RR *Compiling and managing shift rotations and rosters (RR is a 24 hours desk)*Interviewing new candidates for the Customer Service Agent (CSA) role*Training successful candidates, getting them up to speed comfortably and as quickly as possible*Managing client expectations and communications

Cape Town Area, South Africa

Job Description and Key Responsibilities:• Responsible for ensuring timely restoration of service for our Clients by managing requests (Incidents, Service Requests, Events) through to successful completion. Client Service Agents act on requests logged by Service Desk Associates and ensure that the commitments made to client in Service Level Agreements are met.• Tracks requests and determines current activity on it. This information is used to update task details and to provide regular update to clients.• Responsible for managing requests through to resolution within the service level agreement conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution. The target is zero missed SLA.• Identify and escalate requests and exceptions where necessary.• The actions of the Client Service Agent influence client satisfaction and retention, and need to be professional, detail orientated and client focussed at all times.

Pinelands

Temp/contract worker in the Fairbairn Capital Fund Administration department, where my responsibilities included auditing cash inflow and outflow of certain fund groups and doing tax returns. I later advanced to the position of Funds Administrator, fine tuning my team-skills and teaching me to cope with large amounts of responsibility - with internal, as well as external, pressures (deadlines, etc).