City of Johannesburg, Gauteng, South Africa
• Provided assistance to the business development division from a solution design, proposal and RFP/RFI/RFQ perspective. • Furthermore assumed responsibility for all project implementations and management of project deliverables, timelines, costs, planning, risks and quality criterion. • Instrumental in client retention strategies. Created reasonable, challenging and clear expectations for people, and holding them accountable for meeting the expectations. This includes providing good performance feedback to project team resources. • Well developed verbal and written communication skills. • Developed project schedules • End-to-End Project life cycle management • Influenced and motivated project resources to reach a common goal against defined timelines • Delivered appropriate value to customers in terms of quality, priority, risk mitigation against defined requirements through effective planning and change management • Risk management, mitigation thereof and implementation of appropriate plans • Implementation of appropriate change management plans and deployment thereof • Established leadership skills to get the team to willingly follow project direction. Communicated a project vision and got the team to accept strive towards a common goals
I was one of the operations managers in an international call center (Virgin Mobile UK). We had a headcount of 360 agents and 25 Team Managers. Some of the many functions we were responsible for was performance management, people development and real time management. We also had a huge drive on improving customer satisfaction via surveys.
I was one of the managers in the National Operations Center (Response Center). Was responsible for managing 4 supervisors and 44 controllers. Also complied the capacity planning, scheduled and submitted overtime. I was also responsible for the development and performance management of staff when required.
Administrative manager. The team was responsible for the capturing and filing of contracts and credit vetting potential new customer.