Shane Theunissen

I have fulfilled various roles within the fields of Sales, Customer Service, and Learning and Development. Over the years I have gained vast experience in the BPO industry and collaborated with various stakeholders, which gave me huge insight and industry exposure. I am a firm believer in Servant Leadership and fostering a work culture with a People First ethos.

Recruitment Consultant - Ambition 24

(2026-02)

• Identify, engage, and develop new business relationships with hospitals, clinics, care homes, and other healthcare facilities
• Conduct thorough needs assessments with prospective and existing clients to understand their staffing requirements
• Present tailored staffing solutions aligned with each client's specific operational and compliance needs
• Build and maintain a robust pipeline of qualified opportunities through networking, outreach, and referrals
• Collaborate closely with the recruitment and operations teams to ensure seamless service delivery
• Negotiate contracts and service-level agreements with decision-makers
• Manage client accounts, track activity in the CRM, and report on key performance metrics
• Stay informed about industry trends, regulatory changes, and the competitive landscape
• Represent Ambition 24Hours at industry events, conferences, and networking functions

HR Clerk - Black Mountain Mine

(2025-07 - 2026-01)

• Checked and captured accurate time sheets
• Handled HR matters and communication with staff
• Maintained and updated employee personnel files
• Captured employee information on the HR system
• Filed, scanned, and managed HR documentation
• Assisted with recruitment administration (shortlisting support, interview scheduling)
• Prepared onboarding and induction documents, and coordinated induction sessions
• Captured and processed timesheets, overtime, and leave forms
• Maintained leave records and attendance registers
• Assisted with payroll administration and queries
• Assisted with disciplinary and grievance administration, preparing documentation for hearings and meetings
• Handled employee queries professionally and confidentially, including HR-related emails
• Supported HR Officers and Managers with day-to-day tasks

Branch Manager (Springbok Branch) - Lewis Group

(2023-07 - 2025-05)

• Took direct responsibility for store profitability by ensuring set targets were met
• Ensured staff were taught correct sales procedure and had strong product knowledge
• Maintained a high level of customer service and assisted customers with information
• Ensured customer complaints were resolved quickly
• Informed staff of new lines and price changes
• Managed staff rosters
• Coordinated and conducted stock takes
• Kept and analysed records of sales figures and financial transactions, including filing

Senior Advisor - National Debt Advisors

(2019-07 - 2022-09)

• Ensured delivery of daily targets were achieved and met
• Negotiated with creditors and drew up credit reports
• Led team meetings, asking questions to better understand issues clients were facing
• Assisted other team members in identifying trends and establishing contact centre goals
• Led capacity development, creating best-fit improvement plans and recommendations based on customers' expenses
• Ensured quality assurance, compliance, and regulatory obligations were met during all customer interactions
• Built and maintained strong internal and external customer relationships
• Ensured customer complaints were resolved within 48 hours of receipt

Control Room Operator - ADT Security

(2016-02 - 2019-05)

• Responsible for effective operation by monitoring the control system
• Responded to alarms and emergencies

Gladstone Brookes Campaign - 3i Solutions (UK Call Centre)

(2013-01 - 2015-12)

• Handled inbound and outbound customer service calls for UK clients on the Gladstone Brookes campaign
• Conducted parcel chasing, liaising with couriers and customers to resolve delayed or missing deliveries
• Provided accurate updates on order status, delivery timelines, and resolutions
• Logged all customer interactions and outcomes accurately on internal CRM systems
• Resolved customer queries and complaints professionally, maintaining high service standards
• Followed UK data protection and company compliance procedures at all times
• Met daily KPIs including call quality, productivity, and customer satisfaction

Grade 12 - Mondale Senior Secondary School