Adam Fortuin
Operations Director
Cape Town
Summary
Multi-lingual leader with comprehensive customer service experience and strong communication expertise.
Results-driven and technically-savvy Operations Director with a progressive career in manufacturing, production and fabrication. Proven track record of turning around under-performing units by delivering continuous process improvements to drive quality and efficiency. Motivating and respectful leader known for building and managing loyal, high-performance teams. Offering excellent communication, interpersonal and decision-making skills. Thriving in high-pressure environments.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
Operations Director
Telus Digital South Africa
06.2024 - Current
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Maintained excellent customer relationships through consistent delivery on commitments.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- Established quality customer relationships through consistent delivery on commitments.
- Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
- Collaborated with executives to develop and execute strategic business plans.
- Cultivated a high-performance work environment by setting clear expectations and fostering open communication among employees.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Conducted performance evaluations and provided constructive feedback to team members, promoting professional growth and development.
Head of Operations
Intersect-HP
03.2022 - 05.2024
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Managed crisis situations effectively by developing response plans in advance.
Customer Service Manager (National)
Virgin Active South Africa
01.2021 - 02.2022
- The Operations Manager is responsible for guiding the Contact Centre by provide exceptional leadership to an ever-expanding team of Team Leaders and Call Centre Agents.
- This role is focused on inspiring and directly leading through exceptional people management skills in addition to fully engaging with all levels of the organization and deliver the key outcomes required by the business.
- Responsibilities & main tasks: Implement and manage the Operating Rhythm of 6 Team Leaders and circa 75-100 telesales agents.
- Delivery of team results that meet and exceed company expectations.
- Performance Management of the entire operation to include, Daily, Weekly and Monthly Coaching and Development reviews.
- Coaching and developing the skills and effectiveness of the leadership team.
- Ensuring Data is allocated effectively and maximized to ensure goals are met.
- Embrace, deliver and maintain culture of 1st call resolution and problem solving across the Contact Centre.
Campaign Manager: Quality Quote
Mango 5
01.2020 - 10.2020
- The Campaign Manager is responsible for guiding the Contact Centre by provide exceptional leadership to an ever-expanding team of Team Leaders and Call Centre Agents.
- This role is focused on inspiring and directly leading through exceptional people management skills in addition to fully engaging with all levels of the organization and deliver the key outcomes required by the business.
- Responsibilities & main tasks: Implement and manage the Operating Rhythm of 6 Team Leaders and circa 75-100 telesales agents.
- Delivery of team results that meet and exceed company expectations.
- Performance Management of the entire operation to include, Daily, Weekly and Monthly Coaching and Development reviews.
- Coaching and developing the skills and effectiveness of the leadership team.
- Ensuring Data is allocated effectively and maximized to ensure goals are met.
- Embrace, deliver and maintain culture of 1st call resolution and problem solving across the Contact Centre.
Operations Manager
DBC International
01.2019 - 10.2019
- The Operations Manager is responsible for guiding the Contact Centre by provide exceptional leadership to an ever-expanding team of Team Leaders and Call Centre Agents.
- This role is focused on inspiring and directly leading through exceptional people management skills in addition to fully engaging with all levels of the organization and deliver the key outcomes required by the business.
- Responsibilities & main tasks: Implement and manage the Operating Rhythm of 6 Team Leaders and circa 75-100 telesales agents.
- Delivery of team results that meet and exceed company expectations.
- Performance Management of the entire operation to include, Daily, Weekly and Monthly Coaching and Development reviews.
- Coaching and developing the skills and effectiveness of the leadership team.
- Ensuring Data is allocated effectively and maximized to ensure goals are met.
- Embrace, deliver and maintain culture of 1st call resolution and problem solving across the Contact Centre.
Contact Centre Manager
Dimension Data
06.2008 - 12.2018
- To ensure excellent customer service and the smooth running of the Contact Centre. In consultation with the Senior Customer Service Managers, Customer Service Managers lead, develop and co-ordinate all customer service staff to deliver customer satisfaction through excellent customer service, increased efficiency and decreased churn.
- Represent iiNet to facilitate the resolution of customer complaints and disputes as required.
- Identify opportunities for improvement in systems and processes and propose solutions as appropriate.
- Work with Business Improvement team to plan, develop and implement agreed business improvement solutions as appropriate.
- Champion a focus upon business improvement and encourage ideas and suggestions from Customer Service teams.
Sales Renewals Team Leader
Fusion Outsourcing
02.2006 - 06.2008
- Daily management of Renewals team performance.
- Quality control of all work processed, live monitoring, raising compliance levels.
- Training and development of Renewals Sales Staff.
- Renewals escalations.
Education
MDP – USB-ED - Management Development Program
University of Stellenbosch
02.2015 - 10.2015
Certificate in Credit Management II - Credit Management
Institute of Credit Management
01.2003 - 01.2004
Matric -
Scottsdene Senior Secondary School
01.1993 - 01.1997
Skills
Process optimization
Effective workforce management
Proficient in quality improvement initiatives
Efficiency enhancement
Employee relations expertise
Performance improvement
Training staff effectively
Strategic planning
Leadership Positions
- Merchants Mentor, Mentoring Future Leaders from Agent to Team Leader level
- Habitat for Humanity, 01/01/10, 12/31/11, Building homes for the underprivileged families in Western Cape area
Awards
- Fusion- Renewals Team Leader of the year nominee 2007
- Merchants – Face of Excellence Award winner – Best performing team leader 2010
- Merchants– Face of Excellence Award nominee – Best performing team leader 2011
- Merchants iiNet Cape Town- Winner of Customer Service Manager of the year 2012
- Merchants iiNet Cape Town- Value Award winner – Sharing ideas and working together 2013
- Merchants iiNet Cape Town- Winner of Team of the year 2014
- Merchants Management Development program (in partnership with USB) Top 5 Student.
- Merchants Management Development program (in partnership with USB) Best Final Presentation
Timeline
Operations Director
Telus Digital South Africa
06.2024 - Current
Head of Operations
Intersect-HP
03.2022 - 05.2024
Customer Service Manager (National)
Virgin Active South Africa
01.2021 - 02.2022
Campaign Manager: Quality Quote
Mango 5
01.2020 - 10.2020
Operations Manager
DBC International
01.2019 - 10.2019
MDP – USB-ED - Management Development Program
University of Stellenbosch
02.2015 - 10.2015
Contact Centre Manager
Dimension Data
06.2008 - 12.2018
Sales Renewals Team Leader
Fusion Outsourcing
02.2006 - 06.2008
Certificate in Credit Management II - Credit Management
Institute of Credit Management
01.2003 - 01.2004
Matric -
Scottsdene Senior Secondary School
01.1993 - 01.1997
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