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Work Background
AVIS Southern AfricaExecutive: Leasing Operations
Sep. 2024Johannesburg Metropolitan Area
PG GlassGeneral Manager Operations
Oct. 2019 - Apr. 2023Bedfordview, Gauteng, South AfricaTo manage, advise and control the PG Glass National Network to achieve key business strategies and objectives in an environment of adherence to divisional operational standards. • Spearheaded the expansion project for PG Glass by collaborating with Tiger Wheel and Tyre which led to a dramatic increase in new business development. • Increased the PG Glass footprint by 78 retail outlets nationwide.
• Launched the opening of 10 new PG Outlets in the Western Cape and Gauteng.
• Identified, restructured and improved business processes for mobile operations which led to an increase in business profit.
• Developed and documented PG Glass’s 2023 strategy using business management models.
• Directed advisory discussions on human resources, building an organisation of the future and learning and development for women as leaders.
• Streamlined reporting to the business units to measure key performance indicators (KPI's) for agreed objectives.
• Collaborated between departments to contribute to the strategic direction of the division in its role as the retail arm of the PG Group.
• Refined reporting structure for business units which resulted in the measure of key performance indicators for agreed objectives.
• Identified underperforming branches and implemented strategies to improve KPI's.
• Improved business processes, IT systems and technical fitting and glazing methods.
Sumof21Non-Executive Director
Nov. 2018 - Nov. 2019Johannesburg Area, South Africa
Eqstra Fleet ManagementGeneral Manager
Sep. 2017 - Sep. 2019Johannesburg Area, South AfricaEqstra offers a range of fleet management solutions to organisations. Transferred from Fleet Solutions to Claims Management department within the first 15 months to improve and revise department. • Spearheaded new business development and consulting information packs for internal stakeholders to guide external interactions with potential customers. • Integrated the consulting function to the new business development process.
• Directed the data analysis team, in order translate the big data to business management information that aids the decision-making process.
• Identified structural issues within the department and improved areas of concern by improving workflow and renegotiating service level agreements with clients and suppliers.
• Drafted and created process flows to map into the system for automation.
• Founded the Eqstra Women’s Network aimed at developing, mentoring and supporting women through their growth and development plans in the fleet management industry. • Facilitated the recovery of over R10 million of historical outstanding debt.
• Collaborated with the legal team to develop the travel allowance policies for stakeholders.
• Instructed a team of specialist consultants who facilitated and conducted research on industry trends and the future of fleet management.
• Orchestrated organisation's financial and budget activities.
• Improved all policies, procedures and service standards in line with system and customer SLAS Information gathering to formulate and establish benchmarks for Operations.
• Implemented the Self-Service App for customers to load and capture claims resulting in the up sell of value added products while the customer is interacting with the app.
ShellDirector and General Manager-Shell Business Operations
Feb. 2016 - Aug. 2017Cape Town Area, South AfricaManaged a team of functional managers in HR, IT, Internal Communications, Facilities Management, Finance and HSSE. Appointed as Executive Director to serve on the board of Shell Global Customer Services Centre. Directed BPO provider to Shell. • Spearheaded the integration of the Shell Business Operations unit in South Africa.
• Member of the Global SBO leadership team, reporting directly to the Vice President of Global Services Function.
• Directed the legal entity compliance with local laws and regulations and the company reputation in the country.
• Facilitated the compliance of local HSSE legislation and guidelines.
• Supported centre performance through excellent infrastructure performance and competitive costs dynamics.
• Executed a full business closure process for the Shell Global Services Functions business unit.
ChevronCustomer Services Centre Manager for South Africa
Aug. 2013 - Jan. 2016Cape Town Area, South AfricaManaging the overall support operations for Regional Service Centre to Retail, Commercial & Industrial, Aviation and Lubricant business units. Responsible for management and motivation of 17 direct reports in customer service call centre including auditing, coaching and feedback, disciplinary issue resolution, phone statistics reporting, quarterly performance evaluations, and staffing decisions using simple averaging to forecast call volume. • Improved safety prevention systems from level 1 to level 3 fluency.
• Coordinated and streamlined service levels resulting in 80% of calls answered in 60 seconds and 90% of admin queries in 3 working days.
• Developed and implemented the social media query and complaints management Helpdesk.
• Restructured resources which resulted in a 10% reduction in operating costs.
• Increased organisation capabilities by focusing on training and development.
• Improved customer service understanding in the overall business by conducting “customer service update” workshops.
• Streamlined administrative functions from the various units which resulted in an increase in business productivity.
Old MutualIntern Operations Leader
Nov. 2012 - Aug. 2013Cape Town Area, South AfricaLeadership development program to develop incumbents for middle to senior management Level
Part of a formal team to understand the business in its entirety to enable the execution of the Operations Leader and other Senior Management Roles.
Edward Snell & Co LtdNational Contact Centre Manager
Aug. 2009 - Nov. 2012Setting up the Customer Contact Centre to support the business nationally.
Managing the sales and services contact centre
Creating the customer services contact centre strategy
Aligning sales and marketing strategies with the service delivery Sourcing technology to increase efficiencies in the contact center
Creating a customer centric environment for the overal organisation
African BankContact Centre Manager
Jan. 2008 - Aug. 2009Midrand, JohannesburgManaging operations for the Client Services Contact Centre
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