Rob De Verneuil
Business Applications Consultant | Contact Centre Solutions Specialist
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About
Results-driven Contact Centre Implementation Specialist and Business Applications Consultant with over 20 years of experience spanning contact centre operations, CCaaS and premise-based platform implementation, business analysis, and training. Proven track record of delivering complex, multi-stakeholder Agile implementation projects — from As-Is discovery through to go-live and post-implementation support. Adept at translating operational requirements into technical configurations, workflow designs, and business process documentation.
Equally effective as a hands-on implementer, trainer, and operational consultant.
Experience
Senior Contact Centre Solutions Consultant at Ninzi-Connect Software (2017-07 – Present)
Ninzi-Connect provides cloud and premise-based contact centre solutions, and has provided solutions to major banks and other corporates. Core responsibilities include:
- Leading discovery workshops, As-Is assessments and process mapping across contact centre environments.
- Facilitating strategy sessions to define future-state (To-Be) processes, operating models and improvement initiatives.
- Configuring and implementing contact centre solutions, including outbound campaigns, inbound routing strategies and reporting.
- Creating Statements of Work (SOWs), Business Requirements Documents (BRDs), functional documentation, test plans and UAT documentation.
- Conducting Time-in-Motion studies and operational analysis to identify efficiency improvements and optimise agent workflows.
- Delivering platform training, onboarding new business units and providing operational consulting and application support.
- Analysing operational data to support continuous improvement and informed decision-making.
Senior Contact Centre Solutions Consultant - Key Project: Contact Centre Platform Implementation at Ninzi-Connect Software (2022-01 – 2025-01)
Engaged as Service Delivery Partner to implement a new contact centre platform for a major client, using Agile methodology.
- Acquired full proficiency in the new platform from scratch — both Admin and Studio Designer applications.
- Engaged with all client Business Areas to understand, capture and document current (As-Is) processes and workflows.
- Documented To-Be processes and workflows as they pertained to the contact centre platform configuration.
- Designed and configured all outbound campaigns on the Contact Centre Admin application, including customisation of workflow scripts to meet unique client requirements.
- Designed historical and real-time reports aligned to client reporting requirements.
- Authored business process documentation across a wide range of implementation topics.
- Created and delivered presentations on various aspects of the implementation to client and internal stakeholders.
- Collaborated with partner delivery teams (including FSM) to deliver on agreed client requirements.
- Delivered platform and process training to client users and administrators.
- Conducted extensive Verify and SAT testing sessions; analysed feedback and implemented improvements accordingly.
Project Manager & Business Analyst at 1Stream Cloud Contact Centres (2013-09 – 2017-07)
Designed and implemented new contact centres end-to-end, including conversions from premise-based to cloud-based environments.
- Managed requirement gathering across new and existing clients; advised on call centre configuration, IVR scripts and call flow design.
- Produced functional specification documents for technical delivery teams.
- Managed project resources and timelines to deliver solutions within agreed scope and deadlines.
- Delivered training to agents and supervisors on the Collab OneContact platform.
- Engaged with call centre management on reporting analysis and performance management best practices.
- Coordinated and assisted with UAT; provided on-site support during go-live and contract duration.
- Conducted monthly SLA review meetings with clients alongside the Account Manager.
- Provided consulting on Call Centre Management, Quality Assurance and Workforce Management principles.
Sales Support & Quality Team Leader at Outmedia (2010-08 – 2013-09)
Managed outbound sales support team for Independent Newspapers Classifieds call centre.
- Designed and implemented new operational procedures.
- Provided coaching, training and performance management for consultants and Quality Assessors.
Quality Assurance Coach at Tracker Network (2007-07 – 2008-07)
- Assessed agent calls and delivered targeted coaching to improve skills and performance.
Team Manager at Merchants / Dimension Data (Carphone Warehouse) (2006-07 – 2007-07)
Managed a team of 10 agents handling inbound technical, billing and sales calls for a UK ADSL broadband provider.
Senior Coach (Junior Operations Manager) at Dimension Data (America Online) (2005-12 – 2006-07)
Managed Team Leaders across a large ISP contact centre, ensuring SLA and Gainshare targets were consistently met.
Skills Development Coach / Team Leader at Merchants / Dimension Data (America Online) (2004-06 – 2005-11)
Responsible for a team of 20 consultants; delivered regular assessments, coaching, crew briefs and new training rollouts.
Education
Certificate in Contact Centre Management Programme (HEQF Level 6) – UNISA (2012-01)
IEB Matric Senior Certificate – St John's College High School (1997-11)
