OPERATIONS MANAGER - Zappie Communications
(2026-01 - 2026-12)
Acted as a Operations Manager where i was responsible for leading daily telecommunications operations, ensuring SLA achievement, operational excellence, and exceptional customer experience. Manage cross-functional teams, oversee workforce planning, and drive performance through KPI management, coaching, and continuous improvement. Monitor key metrics including NPS, FCR, AHT, productivity, quality assurance, and compliance to achieve business objectives.
Lead customer escalations, incident management, and business continuity while ensuring adherence to regulatory requirements and company policies. Analyse operational data, prepare performance reports, and implement process improvements to increase efficiency, reduce costs, and enhance service delivery. Collaborate with technical, network, finance, HR, and commercial teams to support strategic initiatives and operational goals.
Optimise resources, and oversee vendor performance to maximise operational effectiveness. Foster a high-performance culture through leadership, employee development, succession planning, and performance management. Leverage CRM, billing, workforce management, and reporting systems to improve operational visibi
SUPPLY CHAIN LIAISON - Engen Petroleum
(2019-01 - 2024-12)
- Manage end-to-end customer order fulfilment by monitoring order status, analysing fulfilment reports, resolving incomplete orders, and ensuring on-time service delivery. Collaborate with Supply Chain, Distribution, Customer Service, and Business teams to improve operational efficiency and customer satisfaction.
- Maintain pricing tools, process shipment and delivery changes, manage invoicing batches, and ensure compliance with operational procedures.
- Conduct root cause analysis, quality audits, and corrective actions to resolve service issues and drive continuous process improvement.
- Monitor operational KPIs, identify risks, and implement compliance initiatives aligned with company policies and governance standards.
- Maintain accurate customer and operational data within CRM and enterprise systems, ensuring data integrity and timely reporting.
- Support internal stakeholders by providing order status updates, resolving queries, communicating supply delays, and facilitating effective cross-functional collaboration.
- Lead quality assurance activities by investigating customer interactions and ensuring adherence to service standards.
- Build strong stakeholder relationships, develop high-performing teams through coaching and performance management, and promote a culture of operational excellence, safety, integrity, compliance, and continuous improvement while ensuring adherence to HSEQ, POPIA, corporate governance, and ethical business practices.
QUALITY ASSURANCE TEAM LEADER - Engen Petroleum
(2014-01 - 2019-12)
- Lead compliance, quality assurance, and operational governance by developing and maintaining quality management systems, monitoring corrective actions, conducting root cause analysis, and ensuring adherence to operational benchmarks, regulatory requirements, and corporate policies.
- Review business processes, analyse performance trends, and prepare monthly operational reports to drive continuous improvement and risk mitigation.
- Build and maintain strong relationships with internal and external stakeholders, manage SLA performance, resolve service issues, and enhance customer experience through cross-functional collaboration and customer satisfaction initiatives.
- Oversee enterprise systems including SAP, CRM, BW, and telephony by managing incidents, testing system enhancements, maintaining master data, analysing system performance, and escalating technical issues to IT.
- Manage service requests, prioritise work orders, and ensure timely resolution of system-related challenges.
- Negotiate and monitor Service Level Agreements (SLAs), measure vendor and IT performance, and ensure agreed service standards are achieved.
- Lead, coach, and develop high-performing teams while promoting a culture of operational excellence, integrity, compliance, governance, HSEQ, POPIA, risk management, and continuous improvement aligned with organisational objectives.
RETAIL INBOUND CALL CENTRE MANAGER (RELIEF) - Engen Petroleum
(2013-07 - 2013-12)
- Lead call centre operations by managing daily performance, resource planning, and service delivery to achieve business objectives, SLA compliance, and customer satisfaction.
- Develop and implement business plans, monitor KPIs, analyse operational data, and deliver actionable insights to improve efficiency, productivity, and service quality.
- Drive operational excellence through process optimisation, change management, continuous improvement, and compliance with organisational policies, governance, HSEQ, POPIA, and regulatory standards.
- Communicate business changes effectively, ensuring timely stakeholder engagement and successful adoption of new initiatives.
- Manage customer and stakeholder relationships by maintaining service level agreements, resolving escalations, and collaborating with internal teams and external service providers to enhance customer experience.
- Lead workforce planning, recruitment, performance management, succession planning, coaching, mentoring, and talent development to build high-performing teams.
- Conduct performance reviews, address underperformance, facilitate knowledge transfer, and foster employee engagement.
- Review business processes, investigate customer interactions, identify operational risks, and implement corrective actions to improve service delivery.
- Build strong cross-functional partnerships, manage contractor performance, and promote a culture of accountability, integrity, collaboration, and continuous improvement aligned with strategic business goals.
RETAIL TEAM LEADER - Engen Petroleum
(2009-01 - 2014-12)
- Lead and support daily team operations to achieve service excellence, operational efficiency, and customer satisfaction.
- Monitor performance against KPIs, SLAs, quality assurance standards, productivity, and compliance requirements through call monitoring, audits, coaching, and performance reviews.
- Analyse operational reports, identify trends, conduct root cause analysis, and implement corrective actions to improve quality, minimise errors, and drive continuous improvement.
- Manage workforce resources, oversee daily operational checklists, support project implementation, and ensure effective change management.
- Provide guidance on compliance, governance, HSEQ, POPIA, and company policies while maintaining adherence to operational procedures.
- Build strong relationships with customers, stakeholders, and contractors by managing service delivery, resolving escalations, monitoring SLA performance, and ensuring contractual compliance.
- Coach, mentor, and develop team members through performance management, skills development, knowledge sharing, and Individual Development Plans (IDPs).
- Address underperformance through structured performance improvement processes and foster a high-performance, customer-centric culture.
- Prepare operational reports, respond to business requests, monitor system performance, and recommend process improvements that enhance operational effectiveness, employee engagement, and overall business performance.
QUALITY ASSESSOR - Engen Petroleum
(2006-01 - 2009-12)
- Monitor and evaluate customer interactions to ensure compliance with quality standards, operational procedures, regulatory requirements, and Service Level Agreements (SLAs).
- Conduct quality audits, analyse performa
