- Help desk optimization (Abandoned calls reduced by 18%)- Process management - support desk- Manage field teams- Managed Level 1 and 2 Support teams- Project management - Coordination with field teams to repair issues on the network- Quality Assurance within the call centreI was integral in reducing abandoned calls from 20% to 2%. An operations team was implemented off my idea to schedule installations timeously, efficiently and accurately. Created a process to… Show more - Help desk optimization (Abandoned calls reduced by 18%)- Process management - support desk- Manage field teams- Managed Level 1 and 2 Support teams- Project management - Coordination with field teams to repair issues on the network- Quality Assurance within the call centreI was integral in reducing abandoned calls from 20% to 2%. An operations team was implemented off my idea to schedule installations timeously, efficiently and accurately. Created a process to ensure call outs were managed where technicians would be on site the same or next day and providing customers with a more narrowed timeframe on when we will be on site. This role included my previous roles and responsibilities with the addition of overseeing first and second line support team members. Manage escalations from first to second line. Resolve client escalations. Schedule call outs and installations. Manage after hour support schedule. Report and liaise with projects team regarding fibre breaks. Manage installations team. Monitor call volumes and quality of service. Monitor and manage logged tickets. After hours support. Show less

- Level 1 & 2 Support- Remote support & troubleshooting- Site surveys & installations- Network monitoring & root cause analysis- VLAN taggingGeneral roles and responsibilities of first line and second line support. No formal documentationwas provided for role. Company approach is all hands-on deck! My general responsibilities werehelping customers troubleshoot remotely. Go on site to assist further where needed. Site surveysand installations. DSTV… Show more - Level 1 & 2 Support- Remote support & troubleshooting- Site surveys & installations- Network monitoring & root cause analysis- VLAN taggingGeneral roles and responsibilities of first line and second line support. No formal documentationwas provided for role. Company approach is all hands-on deck! My general responsibilities werehelping customers troubleshoot remotely. Go on site to assist further where needed. Site surveysand installations. DSTV maintenance. Network monitoring and investigation. Resolving tickets.VLAN tagging. After hours support. Show less

- WiFi / internal network optimization (incl wireless bridges / P2P)- Smart home design & implementation- Security (IP & Analogue cameras)After leaving Phomotech I have been building my own client base which specializes in WiFi, CCTV and Smart Technology. My business has partnered with one of the largest Fibre providers, MetroFibre, to assist in finalizing customer satisfaction while upselling home automation, IP cameras, routers and streaming devices. My day to day core has… Show more - WiFi / internal network optimization (incl wireless bridges / P2P)- Smart home design & implementation- Security (IP & Analogue cameras)After leaving Phomotech I have been building my own client base which specializes in WiFi, CCTV and Smart Technology. My business has partnered with one of the largest Fibre providers, MetroFibre, to assist in finalizing customer satisfaction while upselling home automation, IP cameras, routers and streaming devices. My day to day core has been running the business entirely. Show less

Partnered with a wide scope of ISP’s and FTTH providers to meet and exceed customer expectations. Services range from repeaters to LAN and WiFi infrastructure. I pride myself on sincere and honest advice while taking into account client specific needs like budgetary requirements and deadlines. Completed over 1500 account activations incl. router installations and after sales call outs.

Hired for my extensive digital knowledge and to develop a digital department in a traditionally operated agency. My key responsibilities include but are not limited to process implementation, process improvement, training and mentoring with no or little digital experience from design to analytics. Major client, Edgars, Edcon Group.

- Team leader- Workflow re-design and execution- Operations + Budget management + Project management + Client liaisonI co-led a team of 14 employees and created a new team structure to improve project workflows and decrease bottlenecks. I successfully achieved budgetary targets and reported on any adjustments that needed to be made. Adopted a continuous improvement approach toward colleagues’ success such as SOW’s, strategies, projects, budgetary tracking and… Show more - Team leader- Workflow re-design and execution- Operations + Budget management + Project management + Client liaisonI co-led a team of 14 employees and created a new team structure to improve project workflows and decrease bottlenecks. I successfully achieved budgetary targets and reported on any adjustments that needed to be made. Adopted a continuous improvement approach toward colleagues’ success such as SOW’s, strategies, projects, budgetary tracking and style sheets associated with incoming projects. Managed successful client disputes and managed expectations. Show less

- Multinational client management (US, UK, AUS, ZA, Nordics, APAC)- Workflow design and implementation- Team management + Budgeting + Relationship management + SalesSuccessfully managed all new client requests for South Africa, Canada and India as well as approving all cost estimates before being sent to the client. Developed and implemented standard workflow and practices across all 3 geographical business locations. Played an integral role in assisting team members… Show more - Multinational client management (US, UK, AUS, ZA, Nordics, APAC)- Workflow design and implementation- Team management + Budgeting + Relationship management + SalesSuccessfully managed all new client requests for South Africa, Canada and India as well as approving all cost estimates before being sent to the client. Developed and implemented standard workflow and practices across all 3 geographical business locations. Played an integral role in assisting team members develop accurate budgets and solid business relationships with clients as well as daily initiatives to drive the up-selling of services to new and existing clients. My key accounts were classified as Diamond Client Accounts. Show less

Create scopes of workCreate cost estimatesLiaise with international clients on a daily basisDraw up project plansTask managementOversee site productionManage client budgetsProvide training to new members of the teamEstablish web project scope Work with designers and web developers to deliver solutionsImplement web solutions by monitoring project progress; tracking action items; conducting design and implementation reviews; examining, researching and… Show more Create scopes of workCreate cost estimatesLiaise with international clients on a daily basisDraw up project plansTask managementOversee site productionManage client budgetsProvide training to new members of the teamEstablish web project scope Work with designers and web developers to deliver solutionsImplement web solutions by monitoring project progress; tracking action items; conducting design and implementation reviews; examining, researching and resolving issues; escalating issues to appropriate authority and coordinating requirements with interested departments.Accomplish work requirements by orienting, assigning, scheduling, coaching employees; following production, productivity, quality and customer-service standards, as well as identifying work process improvements. Show less

To provide a full project and technical support to the global Digital Strategy team on projects as assigned. To carry out all other reasonable instructions fit for the purpose of the business.