Robert’s approach is shaped by many years of coaching and mentoring, including over 30 years of corporate experience. He’s worked across diverse industries including IT, education, contact centres, telecommunications, oil refining, banking, broadcasting and life insurance. Qualified in electrical engineering, Robert brings rare technical understanding to his coaching. After many years as a corporate employee he resigned from his executive management position in 2009 and… Show more Robert’s approach is shaped by many years of coaching and mentoring, including over 30 years of corporate experience. He’s worked across diverse industries including IT, education, contact centres, telecommunications, oil refining, banking, broadcasting and life insurance. Qualified in electrical engineering, Robert brings rare technical understanding to his coaching. After many years as a corporate employee he resigned from his executive management position in 2009 and completed a one-year Diploma in Integral Coaching. He is registered with the International Coaching Federation and is a Participlan certified facilitator.Among organisations, Robert has facilitated, coached and mentored for the likes of Cometocapetown, Datacash, Old Mutual, The Allan Gray Orbis Foundation, Foschini, Risk Flow, Potion Design, The Clothing Bank and a variety of NGOs.Typical coaching clients include those who are searching for meaning and purpose, who may be mildly depressed and working with a therapist, or who have difficulty identifying and prioritizing what is most important in their lives. Other examples include difficult relationships, career choice and change, changes in life (often around 30 or 50 years of age), menopause, retirement and retrenchment.Differentiating specialities:Robert creates a safe, emotionally honest context for meaningful reflection, primarily using questions to facilitate change rather than just providing answers. This Socratic approach encourages sustainability and ongoing self-coaching. Robert’s experience and intuitive, flexible approach allows him to work with individuals and teams. He offers coaching to individuals and to organisations, including small businesses, NGOs and corporates. Show less

I am an experienced and qualified facilitator and specialise in facilitating strategy, project and operational workshops within the ITC industry. Linked to this I offer coaching and mentoring for individuals and teams in personal, management and strategic issues. I am a licenced Participlan facilitator and am a qualified Integral coach. I have 11 years experience as a senior manager in a South African corporate, exposure to the banking and long term insurance industries in Europe and a… Show more I am an experienced and qualified facilitator and specialise in facilitating strategy, project and operational workshops within the ITC industry. Linked to this I offer coaching and mentoring for individuals and teams in personal, management and strategic issues. I am a licenced Participlan facilitator and am a qualified Integral coach. I have 11 years experience as a senior manager in a South African corporate, exposure to the banking and long term insurance industries in Europe and a background in contact centres, IT and electronics. I am qualified in electrical engineering and psychology. Show less

• Strategy development for Customer Care. This involves regular interaction with customers, operations staff, senior anagement, corporate strategy teams and Vodafone. Once the annual strategy process is complete I hand the agreed initiatives over to the projects teams which drive the key strategic initiatives. Targets are then set to support these and ensure cross divisional cooperation.• Analysis and finding solutions for issues that affect the customer and/or customer care staff… Show more • Strategy development for Customer Care. This involves regular interaction with customers, operations staff, senior anagement, corporate strategy teams and Vodafone. Once the annual strategy process is complete I hand the agreed initiatives over to the projects teams which drive the key strategic initiatives. Targets are then set to support these and ensure cross divisional cooperation.• Analysis and finding solutions for issues that affect the customer and/or customer care staff. • Collation and publishing of all national reports for the director: Customer Care, including Exco, MD and Board reports• Problem management which investigates root causes of issues and assigns rand values to these with a view to resolving broader issues, often affecting many groups within Vodacom Show less

Responsible for the team that designs, develops, implements and supports all call centre infrastructure nationally, including:• Design call routing, desktop and reporting applications within an architectural framework• Develop call routing, desktop and reporting applications• Implement all call centre solutions nationally (technical specialists and project management)• Support call centres nationally, excluding desktop support.• General – performance management (KPAs and… Show more Responsible for the team that designs, develops, implements and supports all call centre infrastructure nationally, including:• Design call routing, desktop and reporting applications within an architectural framework• Develop call routing, desktop and reporting applications• Implement all call centre solutions nationally (technical specialists and project management)• Support call centres nationally, excluding desktop support.• General – performance management (KPAs and targets), financial management (approving expenditure, developing and monitoring budgets). Show less

Responsible for all operations and projects run by Vodacom’s IT Group in the southern half of South Africa, including:• Operational• Networks, Lan and Wan• System Support, all desktop and server issues, backups, support.• Service Management, including asset tracking, configuration management and service management including the running of a 30 seat call centre for all internal support calls• Business Information Systems – application development and implementation, and… Show more Responsible for all operations and projects run by Vodacom’s IT Group in the southern half of South Africa, including:• Operational• Networks, Lan and Wan• System Support, all desktop and server issues, backups, support.• Service Management, including asset tracking, configuration management and service management including the running of a 30 seat call centre for all internal support calls• Business Information Systems – application development and implementation, and support• Project Management – Project Support Office • Project• Infrastructure Management Systems – a team of 15 project resources managed by a programme manager. The aim of the project is to consolidate and streamline processes and technology across business units. • Enterprise Service Management – the implementation of HP Service Desk as a tool to enable services enterprise wide, and the enhancement of the internal facing call centre with self service options (IVR, SMS and Web)• Desktop programme – to deploy a managed desktop environment with effective distribution of anti virus and operating system patches, to make the network secure through the implementation of 802.1x, and to implement processes which manage what devices connect to the corporate network. Show less

Responsible for planning and deployment of all contact centres and office telephony for the Vodacom group in South Africa. This includes managing Vodacom's integrated contact centre programme responsible for updating, building and supporting contact centres for Vodacom South Africa. I manage a team of business analysts, technical specialists, project managers and administrators. The programme is closely aligned with Vodacom’s CRM initiative and addresses CRM targets… Show more Responsible for planning and deployment of all contact centres and office telephony for the Vodacom group in South Africa. This includes managing Vodacom's integrated contact centre programme responsible for updating, building and supporting contact centres for Vodacom South Africa. I manage a team of business analysts, technical specialists, project managers and administrators. The programme is closely aligned with Vodacom’s CRM initiative and addresses CRM targets including:• Uniform Customer Experience• Uniform technology and support• Standardising HR Incentives and Processes. Show less