Anthony Vermeulen

Seasoned Operations Manager and talented team leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Operations Manager at Massmart Service Desk in Randburg (2025-03 – Present)

• Team Leadership & Development: Recruit, train, and mentor service desk staff. Foster a positive work environment and promote team cohesion. Evaluate team performance and implement improvement plans, management of 4 team leaders and 49 agents
• Service Desk Operations: Oversee incident and request management processes. Ensure adherence to service level agreements (SLAs). Monitor performance metrics to identify trends and areas for improvement.
• Customer Service Excellence: Establish and uphold high standards for customer interactions. Promote a customer-centric culture within the team. Address escalated customer issues and ensured timely resolution.
• Strategic Planning & Improvement: Regularly review and enhance service desk processes and tools. Stay updated with the latest IT support trends and technologies. Align service desk objectives with overall business goals.
• Communication & Collaboration: Act as a liaison between the service desk, IT management, and other business units. Coordinate with external vendors and partners to manage service contracts. Facilitate effective communication across different organizational levels.
• Risk Management & Compliance: Ensure the service desk complies with industry standards and best practices. Implement measures to mitigate risks associated with IT support services.

Senior Team Leader at Merchants SA Makro/Rain/Massmart Service Desk (2019-11 – 2025-03)

I have been part of three campaigns: Makro/Rain/Massmart Service desk, I have been a Senior team leader for 4 years and now acting as an operations manager for the last three months.

• Managing a Team of 16 Consultants
• Coaching and motivating the team
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs and build relationships.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Keep up to date with any industry changes affecting the business and relay this knowledge back to the team
• Customer services
• Ability to deal with demanding customers and escalations
• Reporting

Online Support Agent at Makro Head Office (2016-09 – 2018-11)

• 70 inbound calls daily.
• Customer Service.
• Troubleshoots website problems.
• Enhance customer's website experience.
• Refunds and cancellations.
• Build relationships.
• Compliance
• Sales

Call center Agent at Carfind/Renault (2010-04 – 2015-07)

• Team Leader
• Product knowledge
• Follow up on leads.
• Meet daily call targets of 120 calls
• Sales target of 50 a month.
• Customer care.
• Data Capture
• Resolve inbound and outbound queries.

Scheduling Administrator/Repair Clerk at Cartrack (2008-02 – 2010-01)

• I dealt with more than 150 clients daily.
• Resolve queries.
• Administration.
• General Customer relations.
• Delegate order outside Johannesburg.
• Liaise with relevant branches.
• Control cancellation orders.
• Bill clients call out fee's
• Bill clients for tracking systems
• Technical maintenance of units

Grade 12 (2007)