l*****s

Senior Manager Customer Service
R575000 / year
May 22, 1982

About Candidate

I believe that my years of career experience will be of great value to your organization. During my years of employment, I acquired a wealth of management experience in Airport Management, Stakeholder Management Project Management, Quality management, Human Resources and Financial Management.

My passion lies in people management and total quality management in an organization. The ability to deliver on the customer promise exceptionally well through assessing quality of servicers and continuous improvements.

I am a passionate and dedicated in every organisation I have worked for, naturally becoming a pillar of support. I consider myself being a great asset to an organisation and never hesitant to gaining knowledge and self-development through mentorship and role models.

Thank you for your kind consideration and look forward to hearing from you soon.

Location

Education

O
Operations Diploma 2018
Airports Council International

ACI, Diploma in Airport Operations ,2018 • Airside Operations • Terminal and Landside Operations • Airport Business Operations

T
Total Quality Management NQF6 2017
University of South Africa

UNISA, Total Quality Management, 2016 • Creation and Maintenance of a Quality Culture • Developing the TQM System and the Tools and Techniques for the Continuous Improvement of Quality • The implementation of TQM • Integrated SHEQ Management Based on ISO and OHSAS System Standards

G
Grade 12 1999
Roseville Secondary School

Grade 12 • English, Afrikaans, Technical Drawing, Biology, Geography

Work & Experience

S
Senior Manager Customer Service 07/01/2019 - 02/28/2021
Airports Company South Africa

• Management of all CRM/Customer touch points • Management of Quality Control/Assurance • Stakeholder Management • Planning and Coordinating • Financial Management • Cross functional CX strategy design and implementation • Crisis Management Key Achievements: • Second runner-up for best Technology (Civil Aviation Authority) • Project head Net Promoter initiative. • Average personal performance score as defined by company KPIs 4.5 out of 5 for the past 11 years of service. • Average 360® score from subordinates and lateral managers as 4.7 out of 5 for the past 11 years of service. • Assisted the organisation to achieve 9 times winner of best airports in Africa with the Airports Council International Quality Management Program. • Direct Reports: 3 Managers ,6 Duty Managers ,6 Supervisors, 4 officers and 120 agents.

A
Assistant Manager Customer Service 07/01/2016 - 06/29/2019
Airports Company South Africa

Develop policies and procedures. • Define and communicate customer service standards. • Oversee the achievement and maintenance of agreed customer service levels and standards. • Direct daily operations of the customer service team. • Plan, prioritize and delegate work tasks to ensure proper functioning of the department. • Analyze relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability. • Implementing employee satisfaction initiatives to improve employee wellbeing. Key Achievements: • Project head first Video Call Centre in Africa • Cisco live dashboard interface implementation • Blueworks process administrator

Q
Quality Controller 05/01/2009 - 06/30/2016
Airports Company South Africa

• Understanding customer expectations. • Developing quality control/assurance processes. • Designing audit templates. • Ensuring services are designed with adherence to legal and safety standards. • Supervising staff and monitoring service standards. • Monitoring/Evaluating and service levels. • Engaging with customers and gathering service level feedback. • Producing statistical reports on quality standards. • Reporting to upper management on quality standard issues. Key Achievements: • Project head quality management systems • Automation of quality audits • Project head QMS mobile APP

H
Head of Department 08/01/2008 - 04/30/2009
BidVest

• Liaising with existing staff members, supervisors, and stakeholders in order to achieve set goals. • Observing, analyzing, and making improvements on current operations. • Scheduling meetings and training sessions with staff and other stakeholders. • Assisting with recruitment, training, and onboarding processes. • Ensuring all health and safety, as well as company regulations are followed by staff at all times. • Conducting research, writing up reports, and presenting findings to staff and other stakeholders. • Maintaining relationships with stakeholders and finding creative ways to expand the organization. Key Achievements: • Successful stakeholder retention.

Awards

S
Second runner p for best technology SACAA 2018
Second runner p for best technology SACAA