Installation Support: Junior Management/Supervisor
March 10, 1988

About Candidate

I’m a highly motivated installation support supervisor/junior management with 3 years+ of experience in
providing support and motivation to a team of about 20 agents, handling
management escalation queries timeously with precision, strategic operational
decision-making, and resource planning. I also maintain quality to ensure good customer service delivery at all times. Customer centricity is the highest priority in customer service management.



Bachelor of Business Administration 2023
Rosebank College

To be completed in 2023

Safety Management Certificate 2017
University of South Africa

- Workplace safety management - Root-cause analysis - Accident management - Work Environment Safety Regulation

Makabelane Technical High School 2007
Matric Certificate

Mathematics Physical Science Technical Drawing Electrical English South Sotho

Work & Experience

Installation Support: Supervisor/Junior Management June 2019 - To date
Tracker Connect Pty Ltd

- Manage strategic direction, commercial objectives and set the KPI's for the business Unit. - Responsible for the improvement and innovation of the services provided to the clients. - Responsible for managing and overseeing maintenance and technical support on products installed and serviced at clients. - Responsible for managing business unit personnel. - Collaborate with other departments to close operational gaps. - Address performance concerns via the correct HR processes including one on ones, performance improvement plans, warnings, and hearings. - Evaluate performance with key metrics (accuracy, call-waiting time etc.) - Actively seeking ways to improve team performance and processes and ensuring compliance. - Analyze monthly reports from Team Leaders and ensure action is taken to drive improvement and service delivery. - Intervene and resolve any conflict in the workplace. - Recruiting of new staff with the help of the HR Business partner. - Regular team meetings to discuss overall performance, goals, achievements, and areas to improve. - Input and control of the team budget, overtime claims, and tracking operational expenses. - Leave management of the Staff - Report the overall departmental performance to MANCO.

Installation Support: Second In Command April 2016 - May 2019
Tracker Connect Pty Ltd

- Managing the outstanding filtering and the dialer upload. - Doing call assessment to ensure quality is maintained by all agents in every call. - Supporting the team with skills coaching and guidance. - Overseeing the team in the absence of the team supervisor. - Ensuring agents understand and comply with all call centre objectives, performance standards, and policies. - Identifying operational issues and suggesting possible improvements. - Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action where need be. - Preparing reports and analyzing data to pick up trends that might affect the company’s commercial objectives. - Working with supervisors to share ideas and maximize good customer experience.

Dealer Demo Consultant Nov 2014 - Mar 2016
Tracker Connect Pty Ltd

- Loading dealer demo or prefit leads and signing-up contracts. - Arranging fitments for multiple demo/prefit vehicles loaded under a dealership demo account - Provide post-installation support to the fleet managers which includes sending units health checks and opening unit inspection service requests) - Account management and coordinate activities to close out all client queries. - Ensure the administration related to the clients are up to date and in an exemplary and professional manner. - Orchestrate and lead interdepartmental interactions in support of the client. - Communicate value and demonstrate Continuous Improvement to meet expectations. - Manage data in such a way as to improve the quality of reports provided to the client, keeping it updated, relevant, and accurate at all times.

Acquisition Agent Feb 2011 - Oct 2014
Tracker Connect Pty Ltd

- Contracting and data capturing. - Establishing, building and maintaining relationships with the Fitment Centre. - Generate customer interest in the services or products offered by the company. - Build internal and external relationships with stakeholders. - Responds to all customers via email and calls with willingness and appropriate tone and language. - Ensures follow-up action is taken when necessary and provides feedback to the customer. - Ensures own product, system, process, and policy knowledge is current. - Solve problems as effectively and efficiently as possible in reducing the time spent with each query.

Cashier & Store Supervisor Jul 2009 - Jan 2011
Tracker Connect Pty Ltd

- The encoding of transactions - Receiving payments - Cash up of daily sales - Enhancement of client relationships - Assistance with stock takings - Administrative tasks that are normally required to operate a successful retail business - Merchandising and general housekeeping - Assist customers with product inquiries

Merchandiser Jul 2009 - Jan 2009
Tracker Connect Pty Ltd

Display products in stores and ensure all necessary stock is always available. - Commitment to targets and objectives. - Keep up to date with and report on market trends and customer needs - Maintain up-to-date knowledge of company products

Part-time Voluntary Technical Drawing Tutor Apr 2008 - Feb 2009
Tracker Connect Pty Ltd

- Assisting high school learners and 1st-year university students with mats and technical drawing challenges to help them boost their marks.