Naaf Lewis

Dynamic leader with a proven track record at BET Software, excelling in operations management and team leadership. Expert in strategic planning and decision-making, achieving significant improvements in team performance and customer satisfaction. Skilled in fostering cross-functional teamwork and developing strong relationships, driving innovative solutions and enhancing operational efficiency.

ITC Manager at BET Software (2021-05 – Present)

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Maintained professional, organized, and safe environment for employees and patrons.
• Developed and maintained relationships with customers and suppliers through account development.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Improved safety procedures to create safe working conditions for workers.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
• Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
• Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
• Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
• Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
• Defined clear targets and objectives and communicated to other team members.

Helpdesk Service Delivery Manager at Department of Health (2009-05 – 2020-03)

• Oversee the delivery process, coordinate with various teams, manage resources, and maintain schedules.
• Receiving and evaluating customer requests and complaints
• Establishing and maintaining strong relationships with internal and external stakeholders
• Providing leadership to the service delivery team
• Advising and coaching team members
• Managing the service delivery schedules
• Understanding customer needs and providing the best service possible

Diploma in Networking Specialist: Information And Communication Technology – ITBC (2009-03)