Summary
Overview
Work History
Education
Languages
Candidate Summary
Ee Aa Status
Personal Information
Skills
Work Availability
References available on request
Timeline
Clint Brink

Clint Brink

Head of Operations
Cape Town,WC

Summary

CANDIDATE SUMMARY Diligent with proven track record in optimizing operational processes and driving business growth. Demonstrated success in implementing strategic initiatives, fostering team collaboration, and improving organizational efficiency. Utilized strong leadership and problem-solving skills to streamline operations and deliver consistent results. Operations professional with strong background in streamlining processes and enhancing productivity. Skilled in leading cross-functional teams and executing strategic plans to achieve organizational goals. Known for flexibility and reliability in dynamic environments, with excellent problem-solving abilities and focus on delivering results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

26
26

Years of professional experience

Work History

Head of Operations

Enerlytics
06.2019 - Current
  • Company Overview: Enerlytics / Call Lab, BPO
  • The position holder works closely with the MD in seeking to ensure the operational and economic success of the Call-lab Business.
  • Full accountability and strategic direction for the following areas within the Enerlytics Business: Human Resources, IT, Training, Quality Assurance, Operations.
  • Ensuring optimisation of best practice to deliver a best-in-class operation in all work streams.
  • Identifying opportunities to exceed on delivery of operational objectives, maximize revenue and achieve business objectives.
  • Developing, measuring and reporting on key account objectives.
  • Ensuring change control framework is adhered and reported, feeding into the monthly invoice cycle.
  • Supporting people objectives with regards to recruitment, training, quality and driving engagement.
  • Ensuring compliance framework standards and policies are met and adhered to.
  • Growing and developing your people.
  • Communicating key messages within the campaigns by working with the management team and our ambassadors.
  • Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives.
  • Responsible for the planning and steering of the organization with delegated authority by the MD.
  • Oversees the provision of local workforce management support and services for the organisation.
  • Analyses performance and quality delivery relative to applicable objectives and indicators and drives the establishment of necessary measures for improvement where needed.
  • Establishes appropriate controls to ensure accurate and timely reporting and effective performance/service analysis for both the organisation and key stakeholders.
  • Full accountability for budgets and meeting sla’s across multiple programmes.
  • Report on performance timeously through various Dashboards on all KPI’s – Key performance indicators.
  • Highlighting issues and opportunities and suggesting actions.
  • Ownership of client relationship, communicating weekly with internal stakeholders.
  • Supporting the growth of leadership within the company and ensuring that they have the necessary tools and skills to be effective in their roles.
  • Motivate and train the existing team leaders and Call centre managers with the emphasis of breeding a culture of service excellence.
  • Enerlytics / Call Lab, BPO

Group Customer Service Manager

RCS Financial Services
04.2011 - 04.2018
  • Company Overview: Retail
  • Deliver as per the sow and client’s slas, deliver an outstanding customer experience to our clients and through excellence sharing.
  • Reporting on various statistics such as abandonment rate and comparisons to best global practices.
  • Full accountability for the following areas within RCS: Customer Services, Loans Customer Service, Administration Departments, Claims Insurance Divisions, Home loans Division.
  • Customer Services: Oversee the service delivery for RCS Group customers: External customers & all divisions liaising with Operations.
  • Deliver as per the sow and client’s sla’s, deliver an outstanding customer experience to our clients.
  • Reporting on various statistics such as abandonment rate and comparisons to best global practices.
  • Full accountability for budgets and meeting sla’s of all programmes reporting into operations executive.
  • Report on performance weekly, including performance, absenteeism, revenue, cost, create, live and promote programmes of the highest quality, where coaching, nurturing, training, customer delight are the buzzwords.
  • Report on key sla performance weekly through the dashboard and with particular attention to leave and absenteeism reporting. Highlighting issues and opportunities and suggesting actions.
  • Ownership of client relationship, communicating weekly with internal stakeholders and not less than fortnightly verbally.
  • Motivate and train the existing team leaders and program managers with the emphasis of breeding a culture of service excellence. Ensuring that all managers are trained, educated and properly initiated.
  • Stimulate and participate in the training on an ongoing basis, from informal counseling to broad up skilling to breed a service excellence culture.
  • Identify and help drive (with sales, marketing and existing business growth) growth opportunities within existing programmes.
  • Manage the relationship with key clients together with the RCS sales team, with the emphasis on operational delivery.
  • Creative and innovative management of programmes including cost focus. Constant exploration of more efficient running (i.e.: blend) and implementation of international best practice.
  • Support and assist with launches of new programmes and systems.
  • Insurance Division: Oversee the management of the full claims process.
  • Manage and oversee from claim notification to requesting outstanding documentation to making a final decision on claims.
  • Oversee communication from claim notification till fulfilment of claim.
  • Existing customer portfolio- 650 000 active policies.
  • Oversee the day-to-day management of claims processing and all underwriting alike.
  • Monitor and report on new claim requests, approvals and declines.
  • Monthly reconciliation of claims. Meeting overall monthly and year to date targets on claims paid as well as pending claims.
  • Reporting internally and externally on number of claims managed, benefits processed and repudiations. Presenting claims in monthly stakeholder meetings.
  • Implemented a document manage storage system as well as a claims management workflow tool.
  • Adhering to Bind Holder regulations.
  • Oversee the Management of complaints; namely appeals; Ombuds and FAIS complaint documentation and providing input on complaints.
  • FAIS/NCR returns for claims managed and processed.
  • Home loans Division: Oversee the management and administration and registration of new bond applications.
  • Oversee the Underwriting and approval of Re-advance requests.
  • Oversee and manager the customer services portfolio.
  • Retail
  • Reason for leaving: Launched a Business – Self employed

Service Delivery Manager

Stream Global Service
04.2010 - 04.2011
  • Company Overview: Outsourced Call Centre/BPO
  • Client Accounts: Talk Talk
  • Deliver as per the sow and client’s slas, deliver an outstanding customer experience to our clients.
  • Reporting on various statistics such as abandonment rate and comparisons to best global practices.
  • Full accountability for gp and meeting sla’s of all programmes reporting into site operations manager.
  • Report on performance weekly, including performance, absenteeism, revenue, cost and gp create, live and promote programmes of the highest quality, where coaching, nurturing, training, customer delight are the buzzwords.
  • Report on key sla performance weekly through the dashboard and with particular attention to leave and absenteeism reporting. Highlighting issues and opportunities and suggesting actions.
  • Ownership of client relationship, communicating weekly with clients and not less than fortnightly verbally.
  • Growth, leadership and management of the individual program managers on each programme (direct reports).
  • Motivate and train the existing team leaders and program managers with the emphasis of breeding a culture of service excellence. Ensuring that all team leaders are trained, educated and properly initiated.
  • Stimulate and participate in the training on an ongoing basis, from informal counseling to broad up skilling to breed sales/service culture excellence.
  • Identify and help drive (with sales, marketing and existing business growth) growth opportunities within existing programmes.
  • Manage the relationship with key clients together with the stream’s sales team and sites director, with the emphasis on operational delivery.
  • Creative and innovative management of programmes including cost focus. Constant exploration of more efficient running (i.e.: blend) and implementation of international best practice.
  • Outsourced Call Centre/BPO
  • Reason for leaving: Talk Talk Client pulled business from SA

Service Delivery Manager

118 Contact
07.2009 - 04.2010
  • Company Overview: Outsourced Call Centre/BPO
  • Client Accounts: Fair Cape, Old Mutual, The Unlimited world, Cape Gateway, Sandulela
  • Deliver as per the sow and client’s slas, an outstanding customer experience to our clients.
  • Reporting on various statistics such as abandonment rate and comparisons to best global practices.
  • Full accountability for gp and meeting sla’s of all programmes reporting into chief operations manager.
  • Report on performance weekly, including performance, absenteeism, revenue, cost and gp create, live and promote programmes of the highest quality, where coaching, nurturing, training, customer delight are the buzzwords.
  • Report on key sla performance weekly through the dashboard and with particular attention to leave and absenteeism reporting. Highlighting issues and opportunities and suggesting actions.
  • Ownership of client relationship, communicating weekly with clients and not less than fortnightly verbally.
  • Growth, leadership and management of the individual program managers on each programme (direct reports).
  • Motivate and train the existing team leaders and program managers with the emphasis of breeding a culture of service excellence. Ensuring that all team leaders are trained, educated and properly initiated.
  • Stimulate and participate in the training on an ongoing basis, from informal counseling to broad up skilling to breed sales/service culture excellence.
  • Identify and help drive (with sales, marketing and existing business growth) growth opportunities within existing programmes.
  • Manage the relationship with key clients together with the dialogue sales team and operations director, with the emphasis on operational delivery.
  • Creative and innovative management of programmes including cost focus. Constant exploration of more efficient running (i.e.: blend) and implementation of international best practice.
  • Outsourced Call Centre/BPO
  • Reason for leaving: Better opportunity with a Global Company

Operations Manager

The Dialogue Group
10.2007 - 05.2009
  • Company Overview: Outsourced Call Centre/BPO
  • Customer Relationship Management: Ensuring an exceptional service is delivered as per the client’s expectations. (Clients include national and international companies.)
  • Deliver as per the client's SLA, an outstanding customer experience to our clients and through excellence sharing and your agents to their clients.
  • Reporting on various statistics such as abandonment rate and comparisons to best global practices on call lengths etc.
  • Full accountability for GP and meeting SLA's of all campaigns reporting into operations Executive.
  • Report on performance weekly, including performance, absenteeism, revenue, cost and GP create, live and promote campaigns of the highest quality, where coaching, nurturing, training, customer delight are the buzzwords.
  • Report on key SLA performance weekly through the dashboard and with particular attention to leave and absenteeism reporting. Highlighting issues and opportunities and suggesting actions.
  • Ownership of client relationship, communicating weekly with clients and not less than fortnightly verbally.
  • Growth, leadership and management of the individual program managers on each campaign (direct reports).
  • Motivate and train the existing team leaders and program managers with the emphasis of breeding a culture of service excellence. Ensuring that all team leaders are trained educated and properly initiated.
  • Stimulate and participate in the training on an ongoing basis, from informal counseling to broad up skilling to breed sales/service culture excellence.
  • Identify and help drive (with sales, marketing and existing business growth) growth opportunities within existing campaigns.
  • Manage the relationship with key clients together with the dialogue sales team and operations director, with the emphasis on operational delivery.
  • Creative and innovative management of campaigns including cost focus. Constant exploration of more efficient running (i.e.: blend) and implementation of international best practice.
  • Outsourced Call Centre/BPO
  • Reason for leaving: Retrenched

Program Manager

The Dialogue Group
01.2005 - 09.2007
  • Company Overview: Outsourced Call Centre/BPO
  • Customer Relationship Management (Clients included national and international companies such as TW4, Johnson & Johnson, Central Credit, Bupa, McCarthy call-a-car, Cape Gateway, Bravo)
  • Recruitment of all staff for campaign.
  • Event management, manage the day-to-day operations of the British American tobacco campaign, doing performance appraisals with team leaders and CSR.
  • Monitoring daily targets, team productivity.
  • Training of new agents on the various systems and applications.
  • Setting and meeting deadlines.
  • Maintaining all levels of client confidentiality.
  • Being the point of contact for the client and handling all requests.
  • Generating reports.
  • Project management: setting up new campaigns within dialogue i.e.: computers, telephony, etc.
  • Chairing hearings for human resources.
  • Ensure our clients receive the best possible service.
  • Outsourced Call Centre/BPO

Senior Call Centre Operator & Team Leader

The Dialogue Group
12.2002 - 12.2004
  • Company Overview: Outsourced Call-Centre/BPO
  • Attending to incoming calls.
  • Attending to queries (faxes/head office/email/).
  • Draw up monthly; weekly and daily reports.
  • Manage databases.
  • Record - keeping of all correspondence.
  • Normal office duties - filing etc.
  • Do quality assurance and adherence for all inbound and outbound calls.
  • Monitoring daily targets, team productivity.
  • Training of new agents on the various systems and applications.
  • Other responsibilities: Involved in recruitment of all staff in the call centre.
  • Manage team performance on an internal internet base application.
  • Assessment and performance of staff members.
  • Project management - Peter Stuyvesant validation campaign.
  • Responsibilities also include assisting with setting up a 12 hour shift outbound campaign.
  • Managed the campaign for 12 hours and managed the day to day running of the campaign.
  • Other responsibilities: Involved in recruitment of all staff for the Peter Stuyvesant validation campaign.
  • Training the team on all systems and applications.
  • Setting and meeting deadlines.
  • Maintaining all levels of client confidentiality.
  • Being the point of contact for the client and handling all requests.
  • Generating reports.
  • Ensure our clients receive the best possible service.
  • Databases knowledge acquired: Siebel and Access.
  • Programmes Managed and Launched: Shell Life, BATSA, E-media, Izone, Rentokil, Johnson & Johnson, Pfizer, McCarthy call-a-car, Bravo, PGWC, UK Loans Company, MBS – Plate Media Billing.
  • Outsourced Call-Centre/BPO

Senior Call Centre Operator & Supervisor

Roelofse & Coombes
06.2000 - 12.2002
  • Company Overview: Marketing/Promotions
  • Company was responsible for various promotional work for Casino Mykonos & Caledon, Spur Steak Ranches and St Elmo's.
  • Attending to incoming calls.
  • Attending to queries (faxes/head office/email/mail).
  • Draw up monthly and weekly power point reports.
  • Database management.
  • Supervising a team of 2 telemarketers.
  • Marketing.
  • Load members onto internet.
  • Make sure customers mail are sent out promptly and efficiently.
  • Record keeping of all correspondence.
  • Receiving (application forms etc.).
  • Normal office duties - filing etc.
  • Secretary - handling switch board.
  • Personal assistant to CEO - arranging appointments etc.
  • Maintaining all the computers in the office.
  • Setting and meeting deadlines.
  • Being the point of contact for the client and handling all requests.
  • Generating reports.
  • Ensure our clients receive the best possible service.
  • Marketing/Promotions
  • Reason for leaving: Company closed down

Senior Call Centre Operator

Truworths Head Office
01.2000 - 06.2000
  • Company Overview: Retail
  • Handled outbound calls on the Dialer telephony system.
  • Telemarketing of promotions, sales, etc.
  • Updating customer details.
  • Data capturing on vision 2000.
  • Retail
  • Reason for leaving: Temporary position

Education

Senior Certificate - undefined

South Peninsula High School
01.1996

Business Management N4 - undefined

South Peninsula College
01.1998
  • Introduction to Management
  • Introduction to Labour Relations

Leadership Training Course - undefined

The Dialogue Group (In-house)
01.2006

Management Development Programme - undefined

USB
01.2013

Languages

English
Afrikaans

Candidate Summary

Senior Certificate, South Peninsula High School, 1996-01-01, Business Management N4, South Peninsula College, 1998-01-01, Introduction to Management, The Dialogue Group (In-house), 2005-01-01, Introduction to Labour Relations, The Dialogue Group (In-house), 2005-01-01, First Aid Training, The Dialogue Group (In-house), 2005-01-01, Leadership Training Course, The Dialogue Group (In-house), 2006-01-01, Leadership Training Course, USB: Management Development Programme, 2013-01-01, 1st Level Regulatory Exam, Regulatory Exam Certificate, 2014-01-01, Salesman, County Fair, FMCG, 1996-01-01, 1996-12-31, Salesman, Edgars, Retail, 1996-12-01, 1997-01-31, Theatre Performer / Drama Teacher, NG Promotions, Arts & Entertainment, 1997-02-01, 1999-10-31, Waiter, Spur Steak Ranches, Hospitality, 1998-12-01, 1999-10-31, Head of Operations, Enerlytics, Outsourced Call-Centre, 2019-06-01, Owner, Inkmunition, Paintball and Self Defence, 2018-04-01, 2018-12-31, Group Customer Service Manager, RCS Financial Services, Retail, 2011-04-01, 2018-04-30, Service Delivery Manager, Stream Global Services, Outsourced Call-Centre, 2010-04-01, 2011-04-30, Service Delivery Manager, 118 Contact, Outsourced Call-Centre, 2009-07-01, 2010-04-30, Operations Manager, The Dialogue Group, Outsourced Call-Centre, 2007-10-01, 2009-05-31, Program Manager, The Dialogue Group, Outsourced Call-Centre, 2005-01-01, 2007-09-30, Senior Call Centre Operator & Team Leader, The Dialogue Group, Outsourced Call-Centre, 2002-12-01, 2004-12-31, Senior Call Centre Operator & Supervisor, Roelofse & Coombes, Marketing/Promotional, 2000-06-01, 2002-12-31, Telemarketer, Truworths Head Office, Retail, 2000-01-01, 2000-06-30

Ee Aa Status

Coloured Male

Personal Information

  • ID Number: 8003276
  • Gender: Male
  • Nationality: Coloured

Skills

Operational excellence

Business analysis

Organizational development

Safety management

Teamwork and collaboration

Organizational structuring

Relationship building

Team leadership

Decision-making

Strategic planning

Operations oversight

Operations management

Customer relations

Customer service

Employee development

Customer service management

Effective leader

Performance improvement

Staff development

Employee relations

Hiring and onboarding

Revenue generation

Business leadership

Staff training/development

Delegating work

Business development

Staff management

Employee motivation

KPI tracking

Management team building

Customer retention

Goal setting

Quality assurance

Client account management

Recruitment

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References available on request

References available on request

Timeline

Head of Operations - Enerlytics
06.2019 - Current
Group Customer Service Manager - RCS Financial Services
04.2011 - 04.2018
Service Delivery Manager - Stream Global Service
04.2010 - 04.2011
Service Delivery Manager - 118 Contact
07.2009 - 04.2010
Operations Manager - The Dialogue Group
10.2007 - 05.2009
Program Manager - The Dialogue Group
01.2005 - 09.2007
Senior Call Centre Operator & Team Leader - The Dialogue Group
12.2002 - 12.2004
Senior Call Centre Operator & Supervisor - Roelofse & Coombes
06.2000 - 12.2002
Senior Call Centre Operator - Truworths Head Office
01.2000 - 06.2000
South Peninsula High School - Senior Certificate,
South Peninsula College - Business Management N4,
The Dialogue Group (In-house) - Leadership Training Course,
USB - Management Development Programme,

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Clint BrinkHead of Operations