Tom Jacks Email & Phone Number

Durban, Kzn, Za

Durban, Kwazulu-Natal, South Africa

Following the purchase of Bespoke International Group by Konecta I assumed the same role that I had with Bespoke International Group but reported to our SA CEO.

Durban, Kwazulu-Natal, South Africa

After launching numerous campaigns I was given the task of fixing issues raised by clients, and also issues raised internally by our senior leadership team, across multiple campaigns.I reported to the Director of Shared Services as part of the Continuous Improvement department; my roles and responsibilities included:• Data analysis in fraudulent statistics to game commission• Project management scopes for each campaign I worked on• Assisting campaigns at multiple Operations Management levels to alleviate issues raised by clients• Assisting in creation of business-wide processes at a senior level • Data analysis on attrition & retention to ascertain why employee’s were leaving and which areas were most affected• Enforcing business-wide processes to ensure each campaign was working internal processes in a uniformed fashionFrom August 2023 I worked the same role but reported to the Managing Director so my expertise could be put to use across the business.

Umhlanga, Kzn, South Africa

At the beginning of this role my responsibility was to ensure the stability of a newly launched campaign. My roles and responsibilities included:• Daily meetings with the senior leadership team to give feedback on the campaign.• Weekly calls with the client to discuss successes and improvement points.• On floor training pertaining to the energy market in general and also the CRM used by the client which I specialised in from my time at TOTO energy.• Data analysis using the campaigns raw data and BI files to find the agents and team leaders that needed support.Once the aforementioned campaign was stable I launched two further sub-campaigns for the same client in July 2020 of which I had the same roles and responsibilities mentioned above.In August 2021 I launched a debt collection campaign for the same client, after flying to their office in London to plan the campaign. I started the campaign with 14 agents and had close to 250 agents by December 2021.As a consultant I assumed the role of Senior Operations Manager for this campaign and my roles and responsibilities for this role were:• Daily meetings with the senior leadership team to give feedback on the campaign.• Weekly calls with the client to discuss successes and improvement points.• To ensure due diligence on debt collection processes and ensure compliance of agents and team leaders.• Assisting with budgeting, commission structures, digital registers and job interviews.

EDF absorbed TOTO after TOTO went into administration and I stayed on to assist with account migration and hand over processes for Revenue Protection before starting my next role.

Brighton, England, United Kingdom

Created end to end processes for Revenue Protection including:• Theft detection• Data analysis • Agent call handling on suspected theft accounts• Debt management Ensured governance and compliance as per Ofgem/Electralink legislation.Attended monthly industry wide meetings to discuss strategy and potential legislation changes and new implementations.Achieved the highest confirmed theft rate in the country according to Electralink (89%).