Chantelle Nicole McLaren-Smith
Customer Success / Service Delivery / Support Services : Management
Cape Town
Summary
I am a highly motivated, enthusiastic individual with wide experience in administration, organisational, service and people management. I am proactive, eager to learn and thrive working under pressure. I have been heavily involved in most areas of the businesses I have worked for, and therefore have a wide range of knowledge which I find to be hugely beneficial to any role, in any industry. Over the last few years, I have been focused on client liaison and am known as a “problem solver” both within our external client base and internally. I will always follow something through, no matter the difficulty. I am looking for a new challenge within services and/or operational management, preferably within the telecommunications / technology industry. A hybrid role of managing staff and clients would be ideal.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
Work History
Head of Support Services / Compliance and HR Administrator
1Stream Managed Technology Solutions
Cape Town
06.2022 - 01.2025
- Implementation of the CRM support and ticketing system to improve customer service and support.
- Setting up automations, workflows, and seamless integration with existing systems and other teams.
- Ensuring the streamlining of customer support processes and enhancing the overall customer experience.
- 1StreamCX is a bespoke CRM system and was built from the ground up to cater for customer experience, reporting, working smoothly with other departments and onboarding both staff and clients.
- Managing internal projects for continual improvements and processes to ensure efficient internal communication and sharing of data and to ensure excellent customer service and ease of customer effort.
- Ensure Customer Support Guide and SOP (Standard Operating Procedure) are maintained and updated as required with necessary changes made in the business.
- Ensure all Systems operate to support SOP (ticketing, customer service delivery, SLA’s).
- Maintain relationships with all customers for delivery of support and customer service.
- Produce all service desk reports to exco and customers as defined (Ops Reports, SLA Reports, Major Incident Impact, Downtime, etc.).
- Managing weekly management meetings including minutes and agenda.
- Managing monthly ISO 27001 Review Meetings and Security and Risk Management meetings including minutes and agenda and administrative tasks on APLISO ISO System.
- Managing Escalations.
- Managing and planning of 1Streams crucial customer information for troubleshooting, upgrades and necessary recorded details for product types, technical info required for infra and T2 support engineers, telco and vendor details and other tools required for effective T1 and T2 support and troubleshooting.
- Managing T1 (first line support engineers) and T2 (technical support engineers).
- Managing shift and standby roster for NOC 24/7 support.
- Managing all customer communications for incidents, planned changes, maintenance and system / product upgrades and releases.
- Management and recurring issue reports, problem tickets managed, recorded and actioned.
- Identifying recurring issues and implementing and advising on preventative and mitigating measures to implement with CTO and CIO and infrastructure engineers.
- Payroll standby submissions and KPI payroll submissions.
- Co-ordinate customer training as required.
- Co-ordinate internal staff training as required.
- Conduct and ensure handovers are coordinated from Projects to Support - ensuring all required information is documented in the functional specs and is run through for any developed customisations and bespoke product implementations are passed on to support the customer’s specific set-ups.
- Educating and working alongside the Service Delivery Manager / Customer Success Manager to ensure customers are managed and supported effectively.
- Quality assurance - ensure all tickets are handled according to SOP.
- Ensure teams are running cohesively / structured / workloads are managed effectively.
- Managing and delivering CSATs – Customer Satisfaction Scores reported on for customer experience metrics to measure positive and negative feedback with the product, the service, the customer support interaction and project implementation and implement improvements where necessary.
- Time management, priority management, incident management, problem management, change management.
- Implementation of ITIL methodology alongside Professional Services and Project Management Agile methodology and ensuring processes and policies flow through the teams effectively and efficiently and are documented within the ISO 27001 processes and compliancy (managed and documented via the APLISO ISO Management System).
- HR administrator.
- Compliance / ISO 27001 / GDPR and POPIA Administrator.
- Working very closely with CEO, CIO, CTO and COO; senior management position with the planned progression path to COO role.
Service Delivery Manager & Client Account Manager
1Stream Managed Technology Solutions
Cape Town
09.2018 - 06.2022
- Implementation of Service Delivery and Account Management to 1Stream.
- Client liaison and management of entire client base incl regular customer service reviews.
- Responsible for producing, delivering & developing SLA reporting to clients.
- Manage service expectations and delivery for all customers post-installation.
- Scheduling and notifying of client upgrades & maintenance (working with Infra team).
- Recognising opportunities and upselling within existing customer base.
- Design, implement and manage service methodologies across the organisation.
- Reporting and analysis.
- Customer service surveys and stats analysis.
- Major Incidents and trend reporting to ensure preventative measures are implemented.
- Time management, priority management, incident management, problem management, change management.
- Customer churn reporting and analysis.
- Develop strong relationships with all 1Stream partners and suppliers.
- Assisting in creating a CRM framework.
- Point of escalation for Service Desk team.
- Implementing and management of a document management process and overhaul.
- Assisting in implementing GDPR, POPI and PCI compliancy.
- General office admin management (parking, staff anniversaries, company meetings, management meetings, etc.).
- This role was new to 1Stream so was in a continual improvement phase and was developed over 3 years by me in conjunction with the CIO and CEO.
Head of Service Delivery
Charterhouse Voice & Data Plc
London
09.2017 - 04.2018
- Develop and own the customer service review process with the top 50 customers.
- Ensuring regular system reports and individual SLA reporting provided.
- Deliver board reporting on trends and ensuring mitigating and preventative measures implemented.
- Identification and reporting on “at risk” customers and the planned actions to ensure retention.
- Part of and design the project handover process for customer onboarding.
- Responsible for escalation management for both service and billing issues.
- Make customers aware of beneficial new products and cross product / integrations.
- Involvement in major bids, tenders and proposals for new business and upselling.
- Identifying service and back-office improvements.
- Supporting and ensuring that the end-to-end processes are developed under the ITIL framework (time management, priority management, incident management, problem management, change management).
- Building and maintaining client relationships – attending client service review meetings covering performance, service improvement, quality, processes, and recommendations / further opportunities.
- Pro-active management of upgrade requirements, notifications from vendors (end of life products, news, roadmaps, etc.).
- Liaison with Marketing to ensure Case Studies are provided.
- Implementing and managing customer service satisfaction surveys.
- Management of the Sales Administration team.
Head of Operations
Charterhouse Voice & Data Plc
London
11.2013 - 09.2017
- Management of the Sales Admin, Provisioning, Project Management, Service Desk and Engineering teams.
- Developing skills and ability of managers including performance and PDP’s.
- Involvement with COO managing service budgets and targets.
- Contract management within sales & service and Account Management and service reviews.
- Point of escalation for all client / service-related issues.
- Risk management, time management, priority management, incident management, problem management, change management.
- Managing company accreditations.
- Managing supplier relationships.
- Involvement in managing company product portfolio.
- Involvement in company strategy and goals.
- Involvement in implementing new systems across the business.
Sales Administration Manager
Charterhouse Voice & Data Plc
London
06.2011 - 10.2013
- Process of all sales orders & deals.
- Control of all pre-sales administration & paperwork.
- Client & supplier liaison.
- Control and reporting on sales figures.
- Overseeing accounts process in terms of client invoicing.
- Basic credit clearance and leasing functions.
- Management of in-house leasing.
- Allocating and tracking all sales leads.
- Reporting and analysis from aBILLity platform.
- Monthly, Quarterly & Annual Sales meeting presentations.
- Board meeting KPI reporting.
- Control of CRM sales database.
- CRM training of new sales staff.
- MDS project management.
- Basic website involvement – uploading new information, blogs, client testimonials & case studies.
- Control of all mobile commissions / network payments.
Senior Sales Administrator
Charterhouse Voice & Data Plc
London
06.2006 - 05.2011
- Systems Utilised: CBS, Power Point, Excel, Word, Outlook, Adobe, InfoPath, SQL / web-based reports, SharePoint, Microsoft CRM Dynamics 4.0, 2011 and 2013, aBILLity Great Plains.
Office & Administration Manager
Love TM Ltd
London
09.2003 - 05.2006
Sales Team Leader
Response, Analysis & Mailing Ltd
London
06.2002 - 09.2003
Administration Manager and PA to Managing Directors
The Co-Ordinators / Oryx Impex Chemicals / Nakinima Lodge
Harare
07.1999 - 03.2002
Personal Assistant to General Manager & Admin Assistant
Woolworths
Harare
12.1996 - 05.1999
Education
ITIL Foundation in IT Service Management
Axelos
London, GB 02.2016 - 07.2016
Business Comms, Admin & Procedures
Mount Commercial College
Harare, Zimbabwe 02.1996 - 11.1996
Cambridge IGCSE
Chisipite Senior School
Harare, Zimbabwe 01.1993 - 12.1995
Skills
Employee onboarding
undefinedPersonal Information
Date of Birth: 10/08/80
Passport Id
South African ID Number: 8010081081086
British Passport Number: 099214544
Timeline
Head of Support Services / Compliance and HR Administrator
1Stream Managed Technology Solutions
06.2022 - 01.2025
Service Delivery Manager & Client Account Manager
1Stream Managed Technology Solutions
09.2018 - 06.2022
Head of Service Delivery
Charterhouse Voice & Data Plc
09.2017 - 04.2018
ITIL Foundation in IT Service Management
Axelos
02.2016 - 07.2016
Head of Operations
Charterhouse Voice & Data Plc
11.2013 - 09.2017
Sales Administration Manager
Charterhouse Voice & Data Plc
06.2011 - 10.2013
Senior Sales Administrator
Charterhouse Voice & Data Plc
06.2006 - 05.2011
Office & Administration Manager
Love TM Ltd
09.2003 - 05.2006
Sales Team Leader
Response, Analysis & Mailing Ltd
06.2002 - 09.2003
Administration Manager and PA to Managing Directors
The Co-Ordinators / Oryx Impex Chemicals / Nakinima Lodge
07.1999 - 03.2002
Personal Assistant to General Manager & Admin Assistant
Woolworths
12.1996 - 05.1999
Business Comms, Admin & Procedures
Mount Commercial College
02.1996 - 11.1996
Cambridge IGCSE
Chisipite Senior School
01.1993 - 12.1995
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