Operations Lead
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Results-oriented and experienced Operations Excellence Lead | Project Manager | Operational Support in operational customer experience/service management.
Skilled in building strong client relationships, managing diverse project teams, and ensuring project completion within budget and on time.
Proficient in risk mitigation, change management, and effective communication with stakeholders at all levels.
Committed to delivering exceptional customer experiences and achieving organizational goals.
My expertise lies in successfully in creating and implementing the successful execution of business projects, coaching, developing employees and managing business development efforts to realize revenue/margin increases.
Through my experience, I have become adept in overseeing a wide variety of business responsibilities to ensure outstanding customer service, identifying improvement/growth opportunities by analysing key data to optimize overall performance.
Design and model solutions for customer innovation and experience – ensuring alignment with client and internal business and operational strategies.
Leading different cross-functional operations and projects of varied sizes and types concurrently whilst driving and supporting a high-performance culture.
Coordinating cross-functional activities in collaboration with leaders in varied areas.
Transforming transactional offerings into forward thinking opportunities through innovative solutions by maximizing the customer service experience consistently across all the various channels which a customer may choose to engage the organisation through.
Tactical emphasis on people development, customer care, quality management, workforce planning, recruiting, coaching and training.
I have consistently delivered successful projects by effectively managing teams, fostering collaboration, mitigating risks, and driving continuous improvement.
University of Stellenbosch Business School
Management Development Program, Business, Management, Marketing, and Program Management (Jan 2004 – Dec 2004)
Business Leadership Development Program, Business Leadership (Jan 2003 – Dec 2003)
Graduate School of Business – University of Cape Town
Advanced Certificate in Leadership, Organizational Leadership (Jan 2002 – Dec 2002)
Senior Leadership Development Programme, Business Administration and Management, General (Jan 2001 – Dec 2001)
Project Pro, ITIL (Intermediate Certification), PMBOK, Certification, Project Management Tools, Techniques and Processes. (Initiating, Planning, Executing, Monitoring and Controlling & Closing)
Agile and Lean Six Sigma
