Brent Alec Heynes
Cape Town
Summary
I am a dedicated individual with15 years experience as a CRM. I was appointed to my as CRM Manager in 2021 through hard work, dedication & loyalty.
Operations/CRM/ Admin Manager Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Proactive and meticulous years of experience in industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
18
18
years of professional experience
2
2
Languages
Work History
CRM/ Operations manager
121 Outsource
11.2012 - 07.2025
- Working in the call centre and dealing with customer complaints for the various brands.
- Dealing with any other form of complaints ie. email and post.
- Escalating various complaints to the relevant departments.
- Sending out of correspondence.
- Checking data.
- Handling all Pioneer Foods Complaints i.e. Head office complaints, Export Complaints, Industrial Complaints and House brand complaints.
- Compiling the Weekly and daily Reports.
- Making sure that all Red Alerts captured were escalated correctly.
- Making sure that any samples that needed to be collected were sent off to the correct plants.
- Making sure that any calls that could not be resolved on 1st call resolution were escalated to the correct departments.
- Making sure that when feedback was received that it was provided to the end consumer.
- Making sure all open cases were closed off in line with the SLA's for each brand.
- Making sure that vouchers/apology letters were issued for each case.
- As a team leader it was my duty to make sure that we adhered to the KPI's.
- Drawing up a month roster.
- Making sure that staff adhered to their schedules.
- Taking team leader escalations.
- In 2021 I was promoted to CRM/Operations Manager/Admin Manager & my duties included the following:
- Making sure that recruitment was done for every aspect of the business.
- Making sure that new staff were familiar with the employee handbook & company rules which I constructed as a team leader.
- Making sure that CRM met their KPI's & that we were in line with all our SLA's.
- Making sure that all staffing needs were met.
- Making sure that requests for equipment & software was requested.
- Signing off all overtime for the month.
- Signing off all rosters for the month.
- Making sure that staff salaries were correct.
- Requesting tags for new staff & assigning parking where required.
- Making sure that all purchases on the company card was accounted for.
- Checking in with all clients to see if they were still happy with our service.
- Client entertainment which meant taking existing clients & potential clients out when they were visiting.
- Ensuring staff increases were put through.
- Ensuring that all disciplinary action was actioned by my team leaders.
- Weekly meetings with all departments to see what their needs were & how we could assist.
- Arranging for training with the various clients which would include site visits.
- Ensuring all transport issues were resolved & billed for every month.
- Make sure the monthly billing was done for my department.
- Requesting float for each client so that vouchers can be issued.
- Taking Manager escalations.
- I managed the operations on campaigns like PepsiCo CRM, Lactalis, Tiger Brands, Nestle, King Pie, Nulaid, Dairymaid, Burger King, Premier Foods & Vida just to name a few.
- Presenting Quarterly reviews.
- Making sure reports were completed & sent out to the various clients.
- Pitching for new RFP's- Under my leadership we not only were to maintain our existing clients, but we also landed the PepsiCo sales campaign, Major Travel & Avon.
- I was also responsible not just for the department expenditure but the company expenditure.
- Reason for wanting to leave: Looking for more growth.
- Analysis - Completes root cause, and process gap analysis for executive escalations, specific client complaints. Responds to the client on a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfactions.
- Manages CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc)
Administrator
Mc2 Recruitment Agency
09.2011 - 02.2012
- Uploading CVs onto the data base.
- Uploading Jobs.
- Checking emails and faxes regularly.
- Answering the phone.
- Liaise with agents sending in CV's.
- Also assisted with finding candidates using PNET.
- Reason for leaving: Contract ended.
Assistant Trainer
Teletech SA
02.2009 - 12.2010
- Assisting with product training.
- CE Training initiatives.
- Attending Business Support Calls.
- Attending Calibrations.
- Taking Live Calls.
- Taking Escalated Calls.
- Liaising with OSC for any initiatives being driven.
- Assist with coaching and developing agents in TCC.
- Also assisted agents find work when the company closed down.
- Reason for leaving: Company closed in SA.
ACE Agent (Call Centre) (contract)
Metropolitan
10.2007 - 10.2008
- Liaison with Customers.
- Problem solving.
- Client care.
- Typing of letters to clients.
- Typing of reports.
- Filing and sorting of documents.
- Capturing and regular updates of client information.
- Database, statistical analyses of clients.
- Customer Service.
- Reason for leaving: Contract Ended.
Call Centre Operator (contract)
Telkom SA
02.2007 - 08.2007
- Liaison with Customers.
- Problem solving.
- Client care.
- Typing of reports.
- Filing and sorting of documents.
- Capturing and regular updates with client information.
- Database, statistical analyses of clients.
- Customer Service.
- Reason for leaving: End of contract.
Education
Certificate - undefined
T- Mobile
Observatory, Western CapeCertificate - Customer Enrolment Information Training
Metropolitan
Bellville, Cape TownDiploma - ND Public Management
CPUT
Cape Town, Western Cape 12.2005 -
Certificate - In Store POS Phase 1
Makro
Ottery, Western CapeCertificate - Cashier Procedures Training Programme, Cashier Skills Training Programme
Game
Wynburg, Western CapeHigh School/Grade 12 (Matric) - Subjects passed: English First Language, Afrikaans Second Language, Business Economics, Economics, Mathematics, Accountancy
South Peninsula High
Cape Town, Western CapeSkills
HTML
Microsoft Office
Communication Skills
Administration
Call Centre
SAP
Presentation Skills
Recruitment
Team Management
Escalations
Facilitation
Mediation
Disciplinary Enquiries
Dynamique
Time management
Last Name
Heynes
Region
South Africa
Own Transport
Yes
Personal Information
- ID Number: 8211215127080
- Ethnicity: Coloured
- Gender: Male
- Driving License: Yes
Timeline
CRM/ Operations manager
121 Outsource
11.2012 - 07.2025
Administrator
Mc2 Recruitment Agency
09.2011 - 02.2012
Assistant Trainer
Teletech SA
02.2009 - 12.2010
ACE Agent (Call Centre) (contract)
Metropolitan
10.2007 - 10.2008
Call Centre Operator (contract)
Telkom SA
02.2007 - 08.2007
Diploma - ND Public Management
CPUT
12.2005 -
Certificate - undefined
T- Mobile
Certificate - Customer Enrolment Information Training
Metropolitan
Certificate - In Store POS Phase 1
Makro
Certificate - Cashier Procedures Training Programme, Cashier Skills Training Programme
Game
High School/Grade 12 (Matric) - Subjects passed: English First Language, Afrikaans Second Language, Business Economics, Economics, Mathematics, Accountancy
South Peninsula High