Achieved a 6% increase in regional branch revenue through the implementation of targeted management processes and performance improvement strategies.Leading a team of 6 staff including car detailers, mechanics and operations coordinators, while handling the recruiting, onboarding, training and performance management.Implemented a quality assurance system resulting in a 25% reduction in work-related issues and improved overall service delivery.Providing training and… Show more Achieved a 6% increase in regional branch revenue through the implementation of targeted management processes and performance improvement strategies.Leading a team of 6 staff including car detailers, mechanics and operations coordinators, while handling the recruiting, onboarding, training and performance management.Implemented a quality assurance system resulting in a 25% reduction in work-related issues and improved overall service delivery.Providing training and coaching to the team, focusing on customer service best practices, operational excellence and continuous improvement. Show less

Managed user enquiries and support tickets using incident management software and implemented new workflows to prioritise and escalate incidents based on priority, improving turnaround time.Responded to user reports of anomalous activity and investigated the root cause. Developed post-incident reports to document cyber-incidents which improved overall situational awareness.Created users, and groups and configured group policy, multifactor authentication and custom domains using… Show more Managed user enquiries and support tickets using incident management software and implemented new workflows to prioritise and escalate incidents based on priority, improving turnaround time.Responded to user reports of anomalous activity and investigated the root cause. Developed post-incident reports to document cyber-incidents which improved overall situational awareness.Created users, and groups and configured group policy, multifactor authentication and custom domains using the Active Directory.Configured and maintained enterprise software such as Windows server, Office 365, VMWare and IP Telephony systems, in line with the technical specifications.Developed scripts using PHP to automate configuration and backup tasks, saving 2 hours of manual work per day.Continuously updated knowledge base articles and self-help resources to enable end- users to resolve common issues independently.Identified opportunities for process improvement and shared insights with the team to enhance overall efficiency and effectiveness. Show less

• Resolved or escalated problem tickets to resolve user issues.• Improved systems with addition of new features and infrastructure.• Diagnosed, troubleshoot, and resolved network, system problems andreduce security issues.• Supported to manage Microsoft Active Directory with Office 365

Spearheaded the development and analysis of robust quality control processes and deliverables, evaluating existing standards and devising actionable improvement plans.Leveraged iAuditor to generate comprehensive reports on daily production quality, and product/process nonconformance, and identified quality trends.Minimised errors by 15% by updating processes to align with ISO quality standards and procedures.

Improved lead conversion rate by 11% by implementing targeted digital marketing strategies across various platforms.Analysed historical data and developed visual dashboards to present KPI performance, industry trends and actionable insights, improving tactical decision-making.Developed trusting relationships with stakeholders including customers, agencies, suppliers and the senior leadership team, improving transparency and collaboration.