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C-level Executive
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Work Background
FirstRand Group.zaGroup Records Management and Architecture Head
Jan. 2023South Africa• Built and maintained courteous and effective working
relationships.
• Explored and created new ways to resolve problems with
processes, technology or team members to improve
overall efficiency.
• Maximised internal customer engagement and
satisfaction by delivering excellent customer service.
• Met schedule using excellent planning and coordination
skills.
• Identified issues, analysed information, and provided
solutions to problems (people, process, and technology
solutions).
• Resolved internal customer queries and problems using
effective communication, and providing step-by-step
solutions.
• Developed AI prompt optimisation.
• Improved LLMs (Large Language Models) used by AI.
• Records management and governance responsibilities as
listed below in WesBank profile
• Cultivated a culture of continuous improvement within
the records management team.
• Established retention schedules for various types of
records, optimising storage space.
• Developed and implemented comprehensive records
management policies to streamline data handling.
• Collaborated with department heads to identify and
classify key records for preservation.
• Managed confidential information with utmost discretion,
ensuring data protection compliance.
• Monitored changes in legislation relevant to records
management, keeping practices up-to-date.
• Advised on best practices for records destruction, aligning
with legal requirements.
• Evaluated new records management technologies,
recommending solutions to enhance operations.
• Negotiated contracts with external storage providers, achieving cost savings of 15%.
• Facilitated workshops on new records management
software, increasing efficiency across departments.
• Prepared detailed reports on records management
activities for senior management review.
• Assisted in the development of an emergency plan for
records recovery post-disaster.
• Led a team in the digitisation of historical records, making
them accessible for research purposes.
• Coordinated with IT department to implement secure
data storage solutions.
• Managed electronic and paper-based filing systems,
improving retrieval times by 30%.
• Trained staff in effective records management practices,
enhancing team productivity.
• Issued receipts and notified users of return dates and
possible penalties.
• Maintained accurate records of items on loan on digital
database.
• Updated service offerings based on changing needs of
users.
• Maintained welcoming, inclusive environment accessible
to all users.
• Systematised digital, printed and audio materials.
• Helped users with limited IT literacy perform computer
tasks.
FNB iCustomerRecords Management Head
Feb. 2022 - Dec. 2022South Africa• Development of a records management system for the
deletion of all personal information (PI) and special
personal information (SPI) housed on the iCustomer
infrastructure, and environment.
• This includes all KYC records (Know Your Customer as
dictated by FICA - Financial Intelligence and Crime Act).
• Ensure integration of this system to all other systems on
the platform.
• Solution for all off-platform systems not yet migrated or
integrated to the platform.
• Ensure anonymisation of records (removal of all PI and
SPI) to enable the Data and Analytics community to still
have data to run their models.
• Working closely with IT and Project teams to ensure the
smooth and timely roll-out of the architectural solution.
WesBankRecords and Enterprise Content Manager
Sep. 2016 - Jan. 2022South Africa, Johannesburg• Cultivated a culture of continuous improvement within
the records management team.
• Established retention schedules for various types of
records, optimising storage space.
• Collaborated with department heads to identify and
classify key records for preservation.
• Managed confidential information with utmost discretion,
ensuring data protection compliance.
• Advised on best practices for records destruction, aligning
with legal requirements.
• Facilitated workshops on new records management
software, increasing efficiency across departments.
• Prepared detailed reports on records management
activities for senior management review.
• Assisted in the development of an emergency plan for
records recovery post-disaster.
• Led a team in the digitisation of historical records, making
them accessible for research purposes.
• Oversaw the transition from paper to digital records,
reducing storage costs by 25%.
• Coordinated with IT department to implement secure
data storage solutions.
• Managed electronic and paper-based filing systems,
improving retrieval times by 30%.
• Trained staff in effective records management practices,
enhancing team productivity.
• Issued receipts and notified users of return dates and
possible penalties.
• Maintained accurate records of items on loan on digital
database.
• Updated service offerings based on changing needs of
users.
• Maintained welcoming, inclusive environment accessible
to all users.
• Aided users to search for and locate printed resources.
• Systematised digital, printed and audio materials.
• Helped users with limited IT literacy perform computer
tasks.
• Chaired cross-functional meetings, promoting effective
communication between departments.
• Orchestrated the launch of three major projects,
delivering each under budget and ahead of schedule.
• Led team of 25 employees, fostering a collaborative
environment to meet project deadlines efficiently.
• Developed and delivered comprehensive training
programmes, improving team skills and performance.
• Coordinated with IT department to upgrade systems,
enhancing operational efficiency by 25%.
• Implemented cost-saving strategies, resulting in a 15%
reduction in operational expenses over two years.
• Collaborated with HR to design a talent acquisition
strategy, reducing time-to-hire by 40%.
• Oversaw compliance with regulatory standards, passing
all inspections without any violations.
• Advised senior management on facilities needs and
delivered ongoing operational support.
• Sourced vendors and suppliers for business needs and
negotiated terms for optimum service delivery.
• Attended conventions to represent organisation, gather
information and help build new partnerships.
• Turned corporate mandates into actionable directives for
mid- and low-level staff.
• Drove company growth with proactive mindset and
results-oriented plans for business operations.
• Investigated issues impacting organisational operations
and service delivery to understand root causes, prepare
detailed reports and recommend corrective actions.
Pro Archives Systemes South Africa (Now AGS Records Management)Records Management Consultant
Aug. 2014 - Aug. 2016South Africa• Demonstrated outstanding product knowledge to achieve
high customer satisfaction levels.
• Planned and executed new strategies to increase sales.
• Spoke to customers in multiple languages to resolve
problems and answer questions.
• Collaborated with team members to achieve target
results.
• Troubleshot problems and diagnosed system faults.
• Optimised team training and staff development.
• Oversaw daily operations over [Number] customer
accounts with combined annual budget of £[Number].
• Built and maintained courteous and effective working
relationships.
• Engaged with customers to better understand needs and
deliver excellent service.
• Prepared range of written communications, documents
and reports.
• Customised customer experiences to build brand loyalty.
• Explored and created new ways to resolve problems with
processes, technology or team members to improve
overall efficiency.
• Handled customer concerns and escalated major issues to
supervisor.
• Identified opportunities for cross-selling and upselling,
maximising revenue from existing client base.
• Collaborated with marketing team to create compelling
sales collateral and promotional materials.
• Cultivated long-term relationships with key accounts,
resulting in a 40% increase in repeat business.
• Engaged in strategic planning sessions
MetrofileCustomer Service Consultant Metrofile
Sep. 2009 - Mar. 2011South Africa, Johannesburg• Picked up additional tasks to aid team success.
• Managed complaints with calm, clear communication and
problem-solving.
• Explored and created new ways to resolve problems with
processes, technology or team members to improve
overall efficiency.
• Prepared range of written communications, documents
and reports.
• Created plans and communicated deadlines to complete
projects on time.
• Maximised customer engagement and satisfaction by
delivering excellent customer service.
• Updated databases while complying with GDPR
regulations.
• Achieved service time and quality targets.
• Identified issues, analysed information and provided
solutions to problems.
• Demonstrated consistent hard work and dedication to
achieve results and improve operations.
• Inspected products and services to comply with quality
standards.
• Handled customer concerns and escalated major issues to
supervisor.
• Thrived in fast-paced environment with energy and
enthusiasm.
Market ToyotaCustomer Service Manager
Aug. 2007 - Feb. 2009South Africa, Cape TownComplaints resolution through database management and data analysis, including quantitative and qualitative measures of service improvements. Analysing available systems and processes. Make decisions to strategically plan; develop and implement systems and processes to gear the daily inter-departmental operations toward achieving the team's mission, goals, and objectives.
Interpersonal and communication skills that promote the cooperation between personalities in the workplace. Developed internal and external feedback systems and using this feedback to continually refine systems and processes, thereby developing world-class customer service to achieve optimal customer value perception. Coordinating and overseeing the work of team members to ensure the consistency of our service delivery. Running of daily workshop reports (excluding Parts Department) Maintaining daily attendance records. Calculating daily workshop capacity based on technician's attendance / MU factors etc. Compiling daily and monthly reports detailing individual's performances and making this available to them daily so they can track their progress against their individual targets (budgets - technicians & service advisors). Consulting with the Service Advisors daily; weekly and monthly re their WIP (work in progress) and Cash-Outstanding and working together to keep them in line with industry standards. Calculating workshop's Daily Operating Results: Budget hours sold per day Actual hours sold per day Average hours sold per day Hrs sold per job card Attained labour rate per hour Calculating Month End Projections on a daily basis: Actual Total hours sold Actual Total Labour Turn-Over Budget Hours sold - Month Budget Labour Turnover - Month (Rand value)
Sealy SAKey Account Manager
Oct. 2001 - Feb. 2004South Africa, JohannesburgManaged Key Accounts, including Furniture City, Dial-a-Bed and House & Home (Hyperama). I was involved at the Head Offices, Warehouses (regional orders) right through to store level and successfully grew premium sales by 40%. Optimising revenue through effective marketing strategies Ensuring optimum stock (service provided) turn to maximise turnover (and commission). Providing input to which products will sell and which to avoid based on feedback received from our client base. Liaising with the factory / procurement department / and logistics company to ensure the correct items are manufactured and ready for the logistics department Working closely with our dispatch department in managing effective delivery of the stock to the customer. Attending to all customer concerns ensuring total customer satisfaction. Client education, liaison and resolving queries. Creating displays to attract clients' attention. Presenting goods so that they are easily accessible clearly marked and priced. Ensuring sufficient stock in store and replenishing where necessary. Managing client queries and resolving concerns. Implementing the necessary processes to maintain or improve current service levels, in direct relation to account growth by continually assessing client's changing needs. Managing each client's Advertising Budget which was a percentage of turnover annually. Managed and signed off on advertising containing the company name and logo as well as keeping an eye on pricing structures to ensure no one was upsetting the market by undercutting prices per product range. Assisted at all trade shows. Increasing market share through identification of new niches, new applications, and new products. Did market research & analysis: building insights, conclusions and profiles from information on customers, consumers, competitors, products, pricing and promotions. Managed a Customer Incentive Award Program for a select customer base.
LG Electronics South AfricaArea Sales Representative
Aug. 1999 - Sep. 2001Johannesburg Area, South AfricaOptimising revenue through effective marketing strategies. Increasing market share through identification of new niches, new applications, and new products. Did market research & analysis: building insights, conclusions and profiles from information on customers, consumers, competitors, products, pricing and promotions. Determining and developing world-class customer service to achieve optimal customer value perception. Database management and data analysis, including quantitative and qualitative measures of service improvements. Managing client queries and resolving concerns. Implementing the necessary processes to maintain or improve current service levels, in direct relation to account growth by continually assessing each client's changing needs. Controlling and growing the existing client base. Assisted at all trade shows. Monitoring the process, ensuring each step is in accordance to the clients expectations. Ensuring optimum stock (service provided) turn to maximise turnover (and commission). Providing input to which products will sell and which to avoid based on feedback received from our client base. Conducted product knowledge training sessions in my client's stores to teach their sales staff to sell our products as well as their warehouse / service clerks the basic troubleshooting advice before having to book an item in to be fixed. Working closely with our dispatch department in managing effective delivery of the stock to the customer. Attending to all customer concerns ensuring total customer satisfaction. Client education, liaison and resolving queries. Creating displays to attract clients' attention. Presenting goods so that they are easily accessible clearly marked and priced. Ensuring sufficient stock in store and replenishing where necessary. Conducting market research regarding the kind of product our customers are selling and what percentage floor space we occupied in relation to our competitors. This includes their best sellers.
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