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Work Background
Super GroupScrum Master
Mar. 2019Sandton-My role at Supergroup entails ensuring that projects / products are on track and delivered to the various businesses timeously, within an Agile framework. -I ensure that all collaborating teams fluidly adapt to change in priorities and delivery needs. -I set up, manage and drive Scrum ceremonies to ensure that the team receive optimal results from each ceremony. Projects:
• sales tool that provides accurate geo- location of all Customers, has the capability to provide historical sales data and predictive sales forecasting by store as well as provide product information and insights that effectively and efficiently add value to the selling process.
• Online store that allows users nationally to purchase and pay for liquor and confectionery items. Showing real time stock availability. • Drivers mobile applications optimising load deliveries and routes. Offline capabilities.
• Truck tracking system allowing a control room to monitor all deliveries / collections on routes with alert notifications for deviation, high temperatures, speed control and panic situations. • FMCG solutions including picking, invoicing, delivering, returning.
Social EngineScrum Master
May. 2017 - Mar. 2019Johannesburg Area, South Africa• Introduce and motivate for agile task management tools for scrum ceremonies and reporting
• Proactively monitor progress of projects and resolving issues
• Manage projects within governance and compliance and change management structures
• Ensuring quality in deliverables
• Manage stakeholder engagement and interactions (including facilitation)
• Manage risks and dependencies
• Report status of projects and programmes
• Manage resources across projects • Develop communication and feedback processes per project
• Work with management teams when identifying gaps in the programme structure
• Manage program budgets and vendors
• Attend to Client support queries
• Rank severity of call
• Replicate steps that lead to query
• Troubleshooting Projects:
• Mobile and web gaming application connecting gamers from across the world.
• Mobile and web app allows users to find and book au-pairs and tutors.
• Wild life application: IOS and Anroid used across wild life parks for animal sightings and user interactions.
• Online hiring shop for party solutions
Social EngineProject Coordinator
Aug. 2015 - Apr. 2017Johannesburg Area, South Africa• Keep detailed project notes and record
• Develop project strategies
• Create project schedules • Create task lists for team
• Organise team meetings and team celebrations
• Communicate with team members to ensure optimal strategy and maximum efficiency • Arrange meetings for team members • Record minutes at meetings
• Monitor project progress, budget, hours, etc
• Track and manage incoming paperwork
• Keep all the members of the team up-to-date with current information and paperwork
Dine IndianBusiness Owner
Jan. 2015 - Sep. 2018Johannesburg Area, South Africa• Brainstorm business proposition and positioning
• Make changes to business to ensure continuity • Market business to generate sales
• Ensure website is fully functional
• Upskill cooks to ensure consistency of meals
• Upskill packages to ensure packaging consistency and great user experience
WesBankTeam Leader - Specialised Complaints
Jun. 2014 - Dec. 2014Johannesburg Area, South Africa• Coach mentor / staff
• monitor staff work and ensure that they are adequately trained and supported in order to carry out their duties
• Communicate company goals, safety practices, and deadlines to team. • Motivate team members and assesses performance. • Feed back to management on development of staff as well as staff meeting team targets
WesBankOperational Expert - Specialised Complaints
Aug. 2008 - May. 2014Johannesburg Area, South Africa• Prepare written responses on behalf of the Bank to the Ombudsman
• Prepare written responses on behalf of the CEO
• Give input into processes and systems to enhance efficiency and customer service within WesBank.
• Share best practices and knowledge extensively that will benefit WesBank and colleagues within team, ensuring that recommendations are technically accurate.
• Find proactive solutions for problems to prevent re-occurrence with other customers in order to live up to WesBank’s shared values.
• Facilitate and ensure effective customer service and procedures across divisions, at a professional level.
• Take personal responsibility for resolving all referred customer complaints.
• Compile reports reflecting trends of risk and process enhancement for different business units across the Bank
• Follow through on problems until resolved.
• Diagnose root cause and identify a variety of well-defined and appropriate solutions to resolve problems.
• Formulate and communicate specific, factual and correct feedback to team and stakeholders
• Analyse, collate and report monthly trends within the business. • Plan, organise and control work to ensure that I constantly deliver on time.
• Improve and monitor internal processes that influence service levels and customer satisfaction, by assisting agents and management with difficult and complex queries.
• Develop productive working relationships with key role players across all divisions to achieve the Bank’s objectives.
• Build and maintain customer relationships and loyalty, by taking responsibility for customer satisfaction and demonstrating integrity and the shared values in all interaction
WesBankOperational Specialist - NCA Cluster
Aug. 2007 - Jul. 2008Johannesburg Area, South Africa• Taking calls (NCA call centre) • Working on marketing campaigns eg. Nissan Finance campaign
• Full exposure to vehicle finance - processing of applications
• Handling escalated calls from customer service call centre
• Admin work for settlements calls centre
WesBankCall Center Agent - Settlements
Mar. 2006 - Jul. 2007Johannesburg Area, South Africa• Assisting clients as well as dealers telephonically
• Verifying settlement amounts
• Calculate settlements manually when required.
• Building relationship with clients and dealers
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