I look after all incident, fault and change management.I manage both in house and outsourced field service teams.I am responsible for customer service and just completed the outsourcing of our400 staff customer service centre to an international BPO. I was the lead driving theprocess from creating the RFP and contract negotiations to the successful launchon the 1st of November 2022.Due to my vast knowledge across the business, I often run strategic projects acrossthe business including launching our new rain mobile VOLTE services and 5G forSME initiatives.

I was tasked to head up network support, as we brought NOC management inhouse, managing over 1500 5G sites, 3500 4G sites and 8000 RAN sharing sites.This included incident, fault and change management across Power, Transmission,RAN, IP and PS Core and a field services team.

After a successful launch and months of continuous strategic projects, I wastasked with heading up our customer service department to revive the faultingworkstream due to exponential sales growth once the Covid-19 pandemic hit ourshores.This including growing the our staff from 50 to over 400 in a matter of monthsand creating and implementing robust training, work force management andrecruitment processes.Introduced an in house software system for an one-screen experience for theagents which included CRM integration. This help drive down AHT and improveproductivity,I also became a Zendesk master...

I took the leap to join a start up, loved operationalizing the companies philosophiesand ultimately creating a multi billion rand business.We started a business in a few months from creating a brand and product suite,to building a website, integrating billing and network systems, importing stock,warehousing, last mile fulfilment and a rain support team. Leading the launch, I amextremely proud to say that I was an integral part of starting a business which isnow valued at R16 billion.

- Implemented system driven workflows and operational process efficiencies that led to improved customer sales and fulfilment journeys. Overall onboarding reduced from 10+ days to 1-2 days. - Reduced operational losses from R1mil to negligible amounts within 6 months. - Implemented strategic stock management resulting in the savings upwards of R2mil a month. - Built customer experience centre which generated the highest compliments from customers across the banking business units.

- Regular extraction and analysis of customer behavioral trends to enhanceefficiency and profitability. - Assembly of business cases for strategic projects. - Successfully implemented smart device offerings in business and commercialbanking.Later on, responsible for implementation of smart device strategy in the FNBAfrican Subs.