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.
• 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.
• Support Desk Managemento Replicating issues & compiling detailed documentation of defects, reporting these to relevant teamso Identifying & reporting any product enhancement suggestionso Engaging with various.
• 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.

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.
• 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.
• 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.
• 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.

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.
• Responsible for all operational processes across 3 main mobile telecom networkso Post-sale to customer vetting, warehouse logistics to network… Show more
• 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.
• 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.
• Retained resolution of all escalated customer complaints, training teams of how to resolve matters & reduce escalations

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.
• Managed a team of 20-30 FTE call centre operatives, working across 2-3 shifts, delivering a 24/7… Show more
• 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.
• 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.
• 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.

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
• Ensure that all targets are met and appropriate, timely action is taken to resolve any deviations.

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
• 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