BEVAN DALE ABRAHAMS
Cape Town
Summary
Building and motivating dynamic teams is ultimately the stepping stone to becoming a high energy Team Manager and has proven to be a great success.
Cultivating a company culture in which staff members feel comfortable voicing questions and concerns was imperative, as well as contributing new ideas that drive company growth.
As a result focused management professional offering more than 15 years of progressive leadership experience has assisted in successfully transforming high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.
More on the Technical aspect, being a Versatile Support Specialist skilled in handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 17 years of experience in Telecommunications Contact Centre Environment as well as 3 years in the Petroleum Industry.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Supervisor - Nerve Centre & Admin
Vodacom
Cape Town
04.2022 - Current
- Responsible for driving the success of the Call Centre business through continuous and constant evaluation; support and development of the teams within their areas of responsibility.
- This spanned from Traditional Operations support into Digital Operations support by means of blending Customer Operations and Digital (Tribe) activities and ensuring the availability of all Contact Centre Systems.
- This ensured effective and efficient escalation of failures to ensure quick resolution and closure.
- Also utilized various Proactive monitoring tools in the Nerve Centre namely Splunk, Grafana, CCPulse and from a reporting perspective PowerBI, QlikSense, QlikView, SWL Store Procedures and developed various Excel Dashboards.
- Continually built and maintained productive relationships with key role players such as Outsourced Partners, NMG, CIC, IT, CCS, BSG and Operations.
- Liaised with products and engineering teams in order to resolve failures and understand Vodacom’s network and products.
- Ensured the availability of all contact centre systems through effective and efficient escalation of failures to NMG, CIC or IT to ensure quick resolution.
- Ensured escalation of reoccurring failures to the Specialist Business Insights for analysis.
- Actively seeking out and implementing of monitoring tools to proactively identify potential failures
- Monitored all customer touch points, Website, eServices, Chat, Social Media, CBU and EBU and provision for future retail store monitoring.
- Transitioned the contact centre support processes and outputs from traditional contact centre support into a digital operation support construct by blending customer operations and digital Tribe activities.
- Provided rich reporting and trend analysis which was utilized at an Exco level to understand challenges relating to contact centre performance, agent productivity, digital journey failure impacts, system failure impacts and network failure impacts
- Also have a strong reporting background and worked very closely with MIS to develop most of the reporting that exists in today's Nerve Centre.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Worked with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Interviewed, hired and trained new employees for production positions.
- Identified individual employee's unique work styles and adapted management methods.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Provided supportive link between external customers and internal operations.
- Performed annual evaluations and reviews for large staff of employees.
Support Team Leader - Digital Support eBusiness
Engen Petroleum
Cape Town
12.2018 - 03.2022
- Driving efficiency of Service Delivery from Customer ordering perspective through use of integrated web-based system in support of internal business stakeholders in meeting customer SLA's.
- Managed Engen e-business customer take-on.
- Responded to queries from business and external partners with regard to E-business.
- Provided advisory service to internal and external customers on E-Business.
- Conducted User Acceptance Testing (UAT) for new systems and enhancements relating to Engen Web Portal and Mobile Applications.
- Established and ensured relevant communication to all relevant stakeholders and customers (internal and external).
- Responded to queries from business with regard to orders and E-commerce queries.
- Managed projects throughout its cycle (planning, implementation, roll-out and project closure).
- Operated and maintained central filing system for several projects.
- Implemented strategies to promote adherence to company regulations and performance goals and to develop team capability.
- Created sustainable relationships internally and externally and maintained good working relationship with key stakeholders to ensure alignment, efficient business operations and to align with divisional strategy.
- Optimized processes and supervised 4 3rd Level Support employees.
- Supervised and performed human resource management functions for 4 subordinates.
- Identified and diminished performance gaps by coaching and supervising 4 subordinates.
Team Leader - Nerve Centre Support
Vodacom South Africa
Cape Town
11.2010 - 11.2018
- Managed Nerve Centre situated within Workforce Management for period of 8 years.
- Designed, compiled, monitored and evaluated MIS Reporting Dashboards for Senior Management & EXCO.
- Monitored and Managed activity across entire Contact Centre Estate nationally up to total of 5 Business Partners namely Merchants, WNS, Bytes, Teleperformance, Interactive.
- Ensured effective Call Volume Management & SLA's are met by ensuring adequate allocation % volume based on staffing compliments with inclusion of Real Time Service Level Balanced Router optimisation.
- Ensured effective root cause analysis, escalations, and follow-up on all issues with daily frequency.
- Built & Maintained productive relationships with key role players in business with NMG, CIC, CSS, IT, BSG, OPS, BPO's.
- Drove continuous process improvements & enhancements with continuous reviews & testing.
- Liaised with Products & Engineering teams in order to resolve failures ultimately improving Customer Experience.
- Ensured availability of all Contact Centre Systems through effective and efficient escalation of failures.
- Continuously identified opportunities to improve Customer Experience.
- Tracked & Monitored impact of Implemented Business Improvement Initiatives.
- Reduced impact of failures by recording & activation of IVR messages (Call Volume Deflection) thus ensuring Customer Experienced and Agent Availability is met.
- Created & delivered on key improvement projects in conjunction with Business Improvement Team.
- Managed Call Centre Agent utilisation in cost-effective manner.
- Performance management and development of team sub-ordinates promoting "Sandwich Feedback Methodology".
- Mentored and guided employees to foster proper completion of assigned duties.
- Positioned as go-to person for up to 6 staff members, troubleshooting complex administrative and training issues promptly.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Initiated timely response to emails, voicemails and written correspondence
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Implemented new working processes to deliver multiple improvements.
- Assisted Multi-Channel Support Manager with new hire processing and existing training programs.
Team Leader - 155 Data Call Centre
Vodacom South Africa
Cape Town
08.2006 - 10.2010
- Managed Staff & Area of Responsibility within Call Centre Operations to ensure optimal utilisation of resources and maintain optimal service level.
- Managed end-to-end people needs of Call Centre Operations to ensure effective and efficient teams.
- Maintenance & implementation of policies, procedures, and regulations.
- Produced & Interpreted Daily Reports & statistical information related to Call Centre and proposed action plans.
- Provided high quality support and service to Call Centre teams and external and internal clients.
- Managed relationships with respective role-players, Implement and monitored operational projects.
- Ensured effective and efficient operation of Data Call Centre.
- Coordinated treatment and placement activities while supervising team of 20 155 Data Consultants.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Optimized customer support by establishing collaborative service environment.
- Implemented new working processes to deliver multiple improvements.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Provided constructive criticism regarding quality assurance on collections team phone calls.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Led team of 20 members while providing exceptional customer service.
- Positioned as go-to person for up to 60 staff members in my Acting Supervisor Role, troubleshooting complex administrative and training issues promptly.
- Assisted Contact Centre Manager & Supervisor with new hire processing and existing training programs.
- Cross-trained and provided back up for customer service managers.
- Molded team and embraced change to adapt within dynamic market.
- Participated in cross-functional team-building activities.
- Coordinated weekly meetings for internal and external groups.
- Initiated timely response to emails, voicemails and written correspondence.
Data Consultant - 155 Data Call Centre
Vodacom
Cape Town
01.2005 - 07.2006
- Assisted subscribers with products and services telephonically in Vodacom's 155 Data Call Centre with 2nd level support.
- Team Leader controlling all responsibilities of position managing total of 20 Data Consultants.
- Assisted Client Information Centre with escalations.
- Tested software applications and systems to identify enhancement opportunities.
- Developed and modified programs to meet customer requirements.
Customer Care Consultant
Vodacom
Cape Town
01.2001 - 12.2004
- Assist subscribers with all services.
- Assistance with setups as well as Roaming, voicemail diverts Activations and De-activations, Group Distribution Lists, Password protections ON/OFF, Voicemail Fax receiving/retrieval of faxes and printing at any destination.
- Mobile Internet Set-Up.
- Accounting queries, service enabling/disabling, Workflows, and Value Added Services.
- Service Request and fault logging.
- Acting Team Leader included running Team and controlling all responsibilities of CIC position.
- Described product highlights and benefits to help guide purchasing decisions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Salesman & Installer Technician
TV World CC
Cape Town
12.1995 - 12.2000
- Daily cash reconciliation.
- Receiving of stock, stock control and stocktaking.
- Auto and Home Entertainment Installations.
- Management of cell phone repairs department.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Increased sales by offering advice on purchases and promoting additional products.
- Executed direct sales from manufacturers to customers to improve profitability within retail environment.
Salesman
GoodTech / Hometech Electronics
Cape Town
01.1995 - 01.1996
- Marketing of appliances and electronic goods.
- Customer service.
- Attain sales targets CV.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Education
Some College (No Degree) - Technology And Enterprise Management
North-West University / Noordwes-Universiteit
South AfricaSome College (No Degree) - Contact Centre Management - NQF4
IFundi Services SETA
South AfricaSome College (No Degree) - Cert Prep: ITIL Foundations
LinkedIn
South AfricaSome College (No Degree) - Computer Software Engineering
Microsoft Partner
South AfricaSome College (No Degree) -
Business Science Corporation (BSC)
South AfricaSome College (No Degree) -
Genesys University
South AfricaSome College (No Degree) - Organizational Leadership
JVR Consulting - Leadership Essentials Programme
South AfricaSome College (No Degree) - Labour Relations Management
Bruniquel & Associates (Pty) Ltd
South AfricaSome College (No Degree) - Management Development Centre
Lemasa – Unlocking Potential
South AfricaSome College (No Degree) - People Management
Me+U=We
South AfricaSome College (No Degree) - Call Centre Management Development Programme
Pieter De Villiers Consulting -Bester & Associates
South AfricaSome College (No Degree) - Frontline Leadership Development Programme
Service Monitor
South AfricaSome College (No Degree) - Management
Tsebo Training Cc
South AfricaSome College (No Degree) - People Management
Vodacom Resourcing & Development
South AfricaGED -
Western Province Technical College
South Africa12.1996
High School Diploma -
Prince Edward High School
Zimbabwe12.1993
Skills
- Active Listening
- Communication
- Computer Skills
- Customer Service Orientated
- Interpersonal Skills
- Leadership
- Management Skills
- Problem-Solving
- Time Management
- Conflict Management
- Effective team leader
- Manager support
- Team leadership and coaching
- Service team support
- Technically Proficient
- High level of analytical skills
- Delegates effectively
- Effective Communicator
- Quality Focused
- MIS Reporting skills
- Cost Conscious
- Data management
- Critical thinking
- Organization and Time management
- Adaptability
- Flexible & Adaptable
- Interpersonal Communication
- Good listening skills
- Collaboration
Accomplishments
- Numerous individuals have progressed from an RTA to the level of Specialist - Nerve Centre WFM RTA Team has completely progressed through 2 cycles of complete change of 6 employees which have all progressed to other senior positions.
- Error Messaging System (EMS) Call Volume Reduction - Though Effective Management of call volume delivery, we have saved the business tremendous amounts of money by effective routing of calls to ensure Service Levels are achieved
- Served as key contributing member to Leadership team within both WFM and Customer Care.
- Team Leader of the month Awarded 3 times in a row before progressing to WFM.
- Top Data Call Centre Team Leader until moving to the WFM team.
- Vodacom on the Spot Award for Acting Supervisor for 6 months.
Certification
- LinkedIn - Cert Prep: ITIL Foundations
- Dot Native - Digital Imperative Badge
Skills & Endorsements
- Customer Service - 7 People
- Operations Management - 3 People
- Business Process Re-Engineering - 3 People
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Intermediate (B1)
References
Last 4 Line Managers (From Current)
.
Grant Johansen
- Senior Specialist: WFM
- Vodacom
- Cell: 082 998-1515
.
Wiseman Mdingi
- Specialist Support Manager Logistics & Distribution
- Engen Petroleum
- Cell: 079 690-4593
.
Suleiman Coert
- Manager: Multi-Channel Support, CIC & Nerve Centre
- Vodacom
- Cell: 082 994-1612
.
Grant Johansen
- Workforce Manager
- Vodacom
- Cell: 082 998-1515
.
Adrian Laubscher
- MIS Manager & Commercials
- Vodacom
- Cell: 082 992-2108
Timeline
Supervisor - Nerve Centre & Admin
Vodacom
04.2022 - Current
Support Team Leader - Digital Support eBusiness
Engen Petroleum
12.2018 - 03.2022
Team Leader - Nerve Centre Support
Vodacom South Africa
11.2010 - 11.2018
Team Leader - 155 Data Call Centre
Vodacom South Africa
08.2006 - 10.2010
Data Consultant - 155 Data Call Centre
Vodacom
01.2005 - 07.2006
Customer Care Consultant
Vodacom
01.2001 - 12.2004
Salesman & Installer Technician
TV World CC
12.1995 - 12.2000
Salesman
GoodTech / Hometech Electronics
01.1995 - 01.1996
Some College (No Degree) - Technology And Enterprise Management
North-West University / Noordwes-Universiteit
Some College (No Degree) - Contact Centre Management - NQF4
IFundi Services SETA
Some College (No Degree) - Cert Prep: ITIL Foundations
LinkedIn
Some College (No Degree) - Computer Software Engineering
Microsoft Partner
Some College (No Degree) -
Business Science Corporation (BSC)
Some College (No Degree) -
Genesys University
Some College (No Degree) - Organizational Leadership
JVR Consulting - Leadership Essentials Programme
Some College (No Degree) - Labour Relations Management
Bruniquel & Associates (Pty) Ltd
Some College (No Degree) - Management Development Centre
Lemasa – Unlocking Potential
Some College (No Degree) - People Management
Me+U=We
Some College (No Degree) - Call Centre Management Development Programme
Pieter De Villiers Consulting -Bester & Associates
Some College (No Degree) - Frontline Leadership Development Programme
Service Monitor
Some College (No Degree) - Management
Tsebo Training Cc
Some College (No Degree) - People Management
Vodacom Resourcing & Development
GED -
Western Province Technical College
High School Diploma -
Prince Edward High School