Shawn Pretorius Email & Phone Number

Faerie Glen

Vox Telecom Limited is a leading telecoms operator, providing voice, data and collaboration services to the southern African market. The Group competes in both the business and consumer sectors and has primary offices in Johannesburg, Pretoria, Durban, Cape Town and Port Elizabeth . Vox Telecom, established in 1998, has established itself as one of the major players in the telecoms market and is the largest black-owned telecommunications company in South Africa. As a licenced network operator, Vox Telecom provides a suite of comprehensive enterprise, SME and consumer telecommunications solutions that include alternative voice solutions, data access and ISP services, cutting-edge cloud services, a variety of PBX and video conferencing services, telephony management systems, faxing and text messaging applications. Vox Telecom’s unbiased approach when it comes to technology, combined with a dedication to cost minimisation and an uncompromising attitude towards service delivery, has resulted in long-term partnerships with thousands of South African corporates, government organisations, SMEs and consumers. I am managing the Vox Telecom telephonic sales team comprised of 22 Account Executives, 2 Account Executive managers and 2 Sales administrators.

Midrand

Duties and Responsibilities:Effective Management of the entire Channel Support OperationKey areas of analysis include maintain and track individual and group key performance indicatorsManagement of the workflows to ensure the effective management of the departmentDefine, build and execute the company’s operations strategy and oversee all strategies to improve efficiencies and all service levels Plan, develop and implement strategies for operational management and development of the departmentManage and develop direct reporting staff Build strong relationships with internal and external customers to develop service solutions Organize, motivate and performance manage all direct reportsDesign, implement and management of all reporting tools for the contact centreResponsible for IT system enhancement within the department for frontline query resolution;Monitor measure and report on operational issues, opportunities and development plans and achievementsReference: Gavin Weanie: https://za.linkedin.com/pub/gavin-weanie/2/aa3/405 Brian Windsor: https://za.linkedin.com/pub/brian-windsor/52/678/384

Midrand

Duties and Responsibilities:(Main Inbound Contact Centre, Technical Helpdesk and Accounts Helpdesk reported to me)Managing the entire operation of 3 contact centresManage relationships internal and external Focus on customer self-education and communicationRevisit all policies and procedures on a regular basisDriving self-help service on an ongoing basisMonitor, control and manage a team of team leaders and call centre consultants to ensure we reach the agreed service levels as required by the company.Monitor, control and manage the quality process and constantly looking at ways of improving the quality within the call centre.Ensure that the performance management processes are being adhered to at all times to ensure maximum productivity.Planning and organizing of the training needs within the customer services department.Reporting on weekly/ monthly/ yearly statistics to ensure that the company is aware of the success of the call centre at all times in order to plan in advance for future growth of the company.Reporting on any processes that can be implemented to ensure the best possible ways to increase productivity and quality of service within the business.Ensuring development plans are in place in order for staff development on a consistent basis.Ensuring the interview processes are in place at all times.Ensuring that there is a good relationship between the call centre and other areas of the business which will result in more support and assistance between departments.Identifying any areas of improvement within the business and implementing changes which will result in opportunities to grow the business and can also result in more revenue.Reporting on all customer services stats and findings of areas of development in order for us to produce maximum productivity.Reference: Donovan Crout: 0828895235 : https://za.linkedin.com/pub/donovan-crout/34/154/20a

Midrand

Duties and Responsibilities:Measure and provide feedback regarding performance to advisors in order to ensure that targets are reached and maintained.Create a positive working environment that enables advisors to be motivated to perform at required level of competence.Ensure the smooth running of the call centre by monitoring and analyzing call load and call centre functionality and escalating any system errors to the appropriate role players.I am acting as liaison between advisors and all other relevant role players in order to ensure that correct channels of communication are followed with regards to management information policies and procedures and solving advisors queries.Ensure that all relevant administrative procedures are correct, on time and ISO compliant.Contribute to customer service by assisting advisors to solve or escalate customer queries and dealing directly with solving or escalating customer problems.Assist with the tasks of others in addition to main work function when necessary.Measure and provide input to the KPA and personal development of advisors by providing learning opportunities or liaising with training providers.Quality evaluations are done on a daily basis to provide top quality service to the customers.Reference: Fatima Waggie (Manager: Corporate Solutions): 0829901094: https://za.linkedin.com/pub/fatima-waggie/75/59a/3b8

Midrand

Duties and Responsibilities:Measure and provide feedback regarding performance to advisors in order to ensure that targets are reached and maintained.Create a positive working environment that enables advisors to be motivated to perform at required level of competence.Ensure the smooth running of the call centre by monitoring and analyzing call load and call centre functionality and escalating any system errors to the appropriate role players.I am acting as liaison between advisors and all other relevant role players in order to ensure that correct channels of communication are followed with regards to management information policies and procedures and solving advisors queries.Ensure that all relevant administrative procedures are correct, on time and ISO compliant.I contribute to customer service by assisting advisors to solve or escalate customer queries and dealing directly with solving or escalating customer problems.Assist with the tasks of others in addition to main work function when necessary.Measure and provide input to the KPA and personal development of advisors by providing learning opportunities or liaising with training providers.Quality evaluations are done on a daily basis to provide top quality service to the customers.Reference: Jacques Fouche: https://za.linkedin.com/pub/jacques-fouché/67/b7a/5b4

Midrand

Duties and Responsibilities:Continuously answering of land linesEnsuring a great customer experience when interacting with customersEnsuring that specified targets are always metSelling value added services to our customersEnsuring high levels of quality and productivity at all timesMaking sure that administration is always done 100% correctly

Sandton

Duties and Responsibilities:Collecting of outstanding debt.Reduction of bad debt.Telephonic collection of outstanding debt.Arranging of payments on arrear accounts.Actioning of accounts as per policies and procedures.Leasing with the company’s attorneys regarding collection and administration of bad debt.Handling all the accounts of the company.Was acting supervisor in the accounts dept.

Benoni Area, South Africa

Duties and Responsibilities:Collecting of outstanding debt.Reduction of bad debt.Telephonic collection of outstanding debt.Arranging of payments on arrear accounts.Actioning of accounts as per policies and procedures.Leasing with the bank’s attorneys regarding collection and administration of bad debt.Handling all the accounts of the branch.

Certificate Nqf Level 5 Institute And Conduct Disciplinary Enquiries

Reference: Celeste Lackay - admingbs@globalbusiness.co.za or Tel: 043 721 1030

Leadership Development Programme

Reference: Colleen Jack - http://www.linkedin.com/pub/colleen-jack/12/996/393

Management Development Programme

Reference: Melanie Kok | Consultant | Lead Consultant Direct: 011 205 7000 | Cell: 084 503 6730 | Email: Melanie.Kok@bytes.co.za |.

Diploma In Management Of Technology And Innovation, Business Administration, Management And Operations

Reference: www.davinci.ac.za/ - Phone:011 608 1331

National Senior Certificate