Craig Adriaan

SOLUTION MANAGEMENT:

• Liaise and work with sales and customer service workforce in identifying opportunities and to ensure timeous resolution of incidents and problems to improve business, operational delivery and customer experience through an application of appropriate E-Business technology by sourcing technologies that supports the drive to migrate customers on to online platform.
• Understanding customer segmentation and value propositions, conducting feasibility studies & determining requirements for E-Business strategy, consulting & negotiating with customers technology and business experts to agree on the best interface solutions.
• Participation on portal requirements negotiations and interface between third party supplier, business, IS & customer service workforce. Testing and deploying new solutions as they are implemented, ensuring that solutions are delivered as per agreed customer and business SLA's (on time, within budget, as per customer and business satisfaction and in line with agreed business & IS processes, governance and quality standards) to ensure effective business operations and customer satisfaction.
• Provided hands-on troubleshooting for issues at multiple scales, from individual systems to multi-site infrastructure.
• Conducted project feasibility studies to determine potential return on investment (ROI).

CUSTOMER SYSTEM SUPPORT AND ASSURANCE

• Provide technical system support and assurance to customers and business support to the extranet team through analysis of customer poor usage & identification of root cause , migration of customers onto E-Business platforms, validation and loading customers profiles for extranet & integrated customers.
• Monitoring system performance and uptime from an interface perspective, ensuring & TD process for bulk and packed (order placement, confirmations, POD, DDL, goods issue, Invoicing and interim statements).
• Escalating, tracking & management of resolution of problems/ issues as well and being the key interface between businesses, IS, CSC and customers in resolving problems.

TECHNOLOGY MANAGEMENT

• Manage technology life cycle such as completion steps of SDCL development process for integration/ interfaces by interpreting and understanding functional requirements with business Subjects Matter Experts (SME) & business analysts, translating functional requirements to technical designs, writing technical specifications and development interface and support.

PROBLEM MANAGEMENT

• Ensure technical problems resolutions and manage technology enhancements, upgrades and implementation by applying appropriate methodologies, planning activities, participating in change management forums, developing blueprints and technical specifications, executing testing and managing go live and support thereafter.

CUSTOMER AND SERVICE PROVIDER INTERFACE

• Maintain relations with customers, service providers and internal & external parties through with interaction and liaison to ensure customer satisfaction.

PROJECT MANAGEMENT

• Ensure project deliverables according to agreed timelines by leading operational projects using appropriate methodologies, contributing to operational projects when adopting and integrating new systems & software’s, accounting for operational project deliverables (on time , in budget to the clients satisfaction and within quality parameters) and matching technical skills and business acumen based on understanding of business & customer requirements and environment readiness in order to decide on adoption or intervention required

• SME to processes within the customer Extranet platforms, thus supplying business spec to IS development for system solution or enhancements
• Market research on digital offerings and innovations to reduce operational cost yet expanding digital footprint
• Involvement of Engen's new successful Extranet's website
• Maintaining Customer Extranet's, password delegations
• Setting up & completing UAT on new software and development work prior to go live
• Co-ordinating go live of new Extranet websites and applications
• Continuous business improvements Implementation of reengineered Extranets
• Redesign and implementation of all 5 Extranet platforms
• Increase Digital footprint by identifying and correcting customer master data on accounts
• Successful implementation of system enhancements increasing digital footprint by 11% over 2 years
• Development and Implementation of new workflows and processes in digital innovation and customer solution
• Successful User acceptance testing and implementation of new systems and system enhancement
• System navigation, training and assistance to employees and end user customers
• System explanations and diagnostics to customers
• E-commerce resolution to the CSC and Engen ESM involving IS
• Customer site visits to understand their business so we can do system enhancements or integration for better service offerings
• Engage Internal customers and stakeholders on service/delivery needs
• Market research on digital offerings and innovations to reduce operational cost yet expanding digital footprint
• Engage in resourcing requirement for workflow optimisation
• Performance Management of Staff
• Team Effectiveness Optimisation
• 2IC to Business support manager.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.

• Process development
• Develop and implement new workflow processes to cater for new division
• Stakeholder Relationship Management
• Engage all dependant stakeholders of new processes to gain cooperation
• Performance Management of Staff
• Team Effectiveness Optimisation
• Implementation of Key Account desk to Support Tier 1 & 2 Commercial customers
• Successfully Developing and restructuring the department for better efficiency and innovation
• Awarded Team leader of the year 2016.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.

• Performance Management of Staff
• Process Compliance and Governance
• Awarded Team leader of the year 2014.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.

• Training new recruits joining the CSC
• Compiling evaluation sheet responses
• Dealing with human interface on day-to-day bases.

• Inbound CSR
• Data Capture
• Query Management
• Maintenance CSR
• Logging Job cards for customers
• Logging annual inspection jobs for calibration, HVAC service and RSD23 inspection
• Liaising with contractors and engineers
• Dealing with HSEQ problems on day to day
• Logging Queries
• Dealing with Engen Engineering department on a day-to-day basis
• Interacting with vendors and advising on Engen processes
• Compiling reports in Excel
• Interacting on Engen Extranet and vendor extranet
• Day to day work is done on outlook, MS word, excel, apropos, CRM and SAP.

• In charge of loading and offloading merchandise from heavy-duty trucks and warehouse
• Checking and signing in of merchandise at warehouse
• Check that all special events equipment is on site
• Collecting and distributing stock to different clients.