Leonard Van Eeden Email & Phone Number

London Area, United Kingdom

London Area, United Kingdom

London, United Kingdom

• Team Managemento Leading, mentoring & coordinating the 1st line support team of 7 Associate Support Consultantso 360 management - setting of targets, KPIs & performance management, training & timesheet approvalo Driving responses & solutions derived from ticket queue - supporting the team with escalated incidents/support from calls, emails or live chato Setting daily priorities with continued adaptation dependent on level of critical or highly sensitive matters needing… Show more • Team Managemento Leading, mentoring & coordinating the 1st line support team of 7 Associate Support Consultantso 360 management - setting of targets, KPIs & performance management, training & timesheet approvalo Driving responses & solutions derived from ticket queue - supporting the team with escalated incidents/support from calls, emails or live chato Setting daily priorities with continued adaptation dependent on level of critical or highly sensitive matters needing immediate attentiono Supporting the team with Datix software functionality in order to resolve queries with ease - time sensitive issue resolution, client satisfaction, troubleshootingo Determining knowledge gaps & coordinating all team training with follow-up post trainingo Building a highly capable internal talent pool with elevated levels of product knowledge & service delivery• Support Desk Managemento Replicating issues & compiling detailed documentation of defects, reporting these to relevant teamso Identifying & reporting any product enhancement suggestionso Engaging with various departments to facilitate smooth transition of information & facilitate service delivery processes including continually updating own knowledge of features & functionalityo Delivering training to employees & clients using language that all non IT/technical staff can understando Champion of service level agreement (SLA) executiono Continued review of customer issues, shaping the service provided to increase customer satisfaction• Achievementso Led the team through transition from Zendesk to Salesforceo Developed & delivered strategy to improve customer support operations & CRM processeso Stimulated trusted advisor & product knowledge expert delivery both internally & externally from end user to C-Suite level with continued achievement of SLA Show less

Durban Area, South Africa

• Achievementso Reduced customer cancellations - streamlining delivery & activation processes, training staff on how to communicate with customers & increase retentiono Achieved mobile phone/network contract approval of all potential sales, meeting 70% target through identifying the right customer demographico Streamlined, automated & improved workflow within warehouse & improved handheld scanner usage, reducing error rates, achieving target despatch times of 3.5 hourso Reduced… Show more • Achievementso Reduced customer cancellations - streamlining delivery & activation processes, training staff on how to communicate with customers & increase retentiono Achieved mobile phone/network contract approval of all potential sales, meeting 70% target through identifying the right customer demographico Streamlined, automated & improved workflow within warehouse & improved handheld scanner usage, reducing error rates, achieving target despatch times of 3.5 hourso Reduced returned handsets/contract cancellations & through enhanced activation processes, timed despatch targets, a better candidate vetting process, reduced headcount in returns team• Employed as Operations Manager, promoted to Telco Operations Manager in 2015 adding Warehouse Manager in 2017o Post-sale to customer vetting, warehouse logistics to network activation & customer contract retention• Managing a team of 5 FTE Operations Managers (direct reports) with +100 indirect reportso 360-degree management including recruitment, upskilling, mentoring, all aspects of trainingo Appraisals, 1:1 performance management, KPI setting & driving results, annual leave, absenteeism, timekeepingo Developed a strong talent pool of Managers • Operations Managemento Responsible for 4 main mobile telecom networkso Relationships building with suppliers, negotiating incentives for sales agents in the call centreo SLA managemento Technical resolutions• Implementation & Project Managemento Set up campaigns, from development plans through to testing & implementationo Streamlined & automated customer lead generation processes reducing headcount from 30 to an outsourced team of 7 & 30 botso Integrated an enhanced CRM, liaising with developers, adding functionality o Improved stock/inventory system – provided master planning, roll out strategy & smooth implementation, training & monitoring• Warehouseo Managing a team of 18 FTE in the warehouseo Accountable for the entire distribution process Show less

Durban Area, South Africa

• Achievementso Concept to implementation of a pre-paid mobile solution which within 3 months generated an upward profitable trajectory, implementation involved new CRM & back office functionality, on boarding of the finance teams to manage receipting of cash payment & release of additional stock, recruiting through the HR department• Responsible for all operational processes across 3 main mobile telecom networkso Post-sale to customer vetting, warehouse logistics to network… Show more • Achievementso Concept to implementation of a pre-paid mobile solution which within 3 months generated an upward profitable trajectory, implementation involved new CRM & back office functionality, on boarding of the finance teams to manage receipting of cash payment & release of additional stock, recruiting through the HR department• Responsible for all operational processes across 3 main mobile telecom networkso Post-sale to customer vetting, warehouse logistics to network activation & customer contract retention• Managed 2 teams - 2 FTE team leaders in customer care (call centre) with 20 in direct reports & 20 FTE field sales agentso 360-degree management inc annual leave allocation, absenteeism, sick leave, timekeeping etco Focused training on customer service skills, listening techniques, product knowledge, complaint resolutiono KPI monitoring, 1:1 performance management, appraisals, team meetings & onboard of targets etc• Managed the relationship between the business & an outsourced warehouseo Focused stock management & inventory monitoring due to working within an off-site warehouse solutiono Resolution of any variances & ensuring despatch targets & SLA were closely monitoredo For pre-paid service – stock ordering, logistic management to deliver into rural areas & mini distribution centres• Retained resolution of all escalated customer complaints, training teams of how to resolve matters & reduce escalations• Building & leveraging relationships between couriers & Likeminds Show less

Uniondale, South Afric

• Payment of monthly staff wages.• Maintenance of farm and surrounds.• Operation and maintenance of agricultural machinery.• Farming activities – dipping sheep, growing Lucerne, water maintenance and stock keeping, slaughtering/butchery, painting and decorating, feeding livestock/game, recording and maintaining stock levels. • Dealing with guests and enquiries for the four self-catering cottages on the property and guest relations. • Quad bike instructor/field guide.

London, United Kingdom

• Employed by Vertex Data Science to manage the call centre for the council across various departments• Initially employed to manage the help line/call centre for issued parking fines across the borough, promoted to shift manager & then call centre manager with a much larger remit including the environmental action line, emergency link office, language services etc • Managed a team of 20-30 FTE call centre operatives, working across 2-3 shifts, delivering a 24/7… Show more • Employed by Vertex Data Science to manage the call centre for the council across various departments• Initially employed to manage the help line/call centre for issued parking fines across the borough, promoted to shift manager & then call centre manager with a much larger remit including the environmental action line, emergency link office, language services etc • Managed a team of 20-30 FTE call centre operatives, working across 2-3 shifts, delivering a 24/7 serviceo Training the team on how to handle calls, how to communicate with callers of a very diverse demographic, including language barriers, mental health, pensioners & which calls required escalation to emergency serviceso Set up of KPI & targets, monitoring team achievements & individual performance, appraisals & 1:1 meetingso Generated a highly skilled, motivated team who consistently achieved targets & set call times• Reportingo Extensive reporting & analysis with a requirement to consistently improve on statistics & outcomeso Monitored average call handling times, caller waiting times, number of calls lost, number of calls takeno Achievement of 90% calls answered with 10 seconds on emergency link office• Extensive liaison between departments to further generate improved service levelso Collaborate with emergency services ensuring requests for ambulance were required & the call centre team had made the right decisiono Ensured internal teams communicated better & fully supported internally Show less

London, United Kingdom

• Provide ongoing leadership and coaching to the Customer Service Professionals (CSP’s). • Accountable for managing CSP Retention. • Using computerised and other systems for tracking service, quality, employee performance and productivity goals, and for researching information and troubleshooting. • Handling non-routine situations that may require immediate adaptation of responses or extensive research to resolve. • Ensure that all targets are met and appropriate, timely action… Show more • Provide ongoing leadership and coaching to the Customer Service Professionals (CSP’s). • Accountable for managing CSP Retention. • Using computerised and other systems for tracking service, quality, employee performance and productivity goals, and for researching information and troubleshooting. • Handling non-routine situations that may require immediate adaptation of responses or extensive research to resolve. • Ensure that all targets are met and appropriate, timely action is taken to resolve any deviations. • Quality Monitoring and coaching to help achieve the required targets. Show less

Johannesburg Area, South Africa

• Handling of small and large Corporate Accounts e.g. Osram, Dorbyl Structural Engineering, Fedsure Asset Management, South African Breweries. • Selling of Consumables & Hardware (Printers to Computers). • Cold calling, opening new accounts and expanding on them.• Full Management of each account: supplying, supporting products sold, payment of accounts, technical support, returns and credits. • Underwent extensive training on Hewlett Packard, Epson, QMS and Tektronics, IBM… Show more • Handling of small and large Corporate Accounts e.g. Osram, Dorbyl Structural Engineering, Fedsure Asset Management, South African Breweries. • Selling of Consumables & Hardware (Printers to Computers). • Cold calling, opening new accounts and expanding on them.• Full Management of each account: supplying, supporting products sold, payment of accounts, technical support, returns and credits. • Underwent extensive training on Hewlett Packard, Epson, QMS and Tektronics, IBM, Compaq, Mecer etc. Show less

Advanced Information Technology Diploma, Microsoft Professional, Visual Basic 6, Delphi 4, Visual C++ 6, Hardware A+, Html Development

Engineering Science, Mathematics, Mechanical Draughting

Gcse Equivalent, English, Mathematics, Physical Science, Animal Husbandry, Farm Mechanics