Elzaan Olivier
General Manager
Cape Town
Summary
Dynamic General Manager with a proven track record at WNS Global Services, excelling in operational efficiency and team leadership. Spearheaded initiatives that enhanced employee retention and compliance, while implementing data-driven strategies for cost reduction. Adept at fostering high-performing teams and driving performance improvements in challenging environments. Bilingual in English and Afrikaans.
Overview
23
23
years of professional experience
Work History
General Manager of Operations
WNS Global Services
Cape Town
09.2022 - Current
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established standard operating procedures that enhanced employee performance.
- Delivered consistent results in challenging market conditions through sound decision-making based on comprehensive data analysis.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Increased employee retention rate by creating professional development programs.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Brands Supported: Pepkor, Ampath, AES, Sea Harvest, Wonga, Ubank and Yoox Net-A-Porter
- Channels supported: Voice, Email, Chat - live and post call
General Manager of Food Service
Ipsum Primis (Pty) Ltd
Cape Town
10.2020 - 08.2022
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Cultivated an inclusive workplace culture that encouraged teamwork, promoted diversity, and supported professional growth opportunities for all employees.
- Boosted employee morale with regular team-building activities, improving communication and collaboration.
- Monitored industry trends to stay ahead of competitors and continuously adapt operations as needed for continued success in the marketplace.
- Implemented effective marketing campaigns to increase brand awareness and attract new customers to the establishment.
- Developed strong relationships with local suppliers for fresh ingredients, resulting in higher quality dishes and improved customer feedback.
- Reduced food waste through better inventory management and portion control, leading to increased profitability.
- Ensured compliance with health and safety regulations through regular inspections, staff training, and process improvements.
- Enhanced overall efficiency by streamlining food service processes and introducing new menu items.
- Brands Supported: Elzoeys Restaurant, Quarter Gardens, Ipsum Primis (Pty) Ltd and Marine Anti Poaching Unit
Senior Group Manager
WNS Global Services
04.2014 - 09.2020
- Optimized resource allocation by closely monitoring budgets and reallocating funds as needed.
- Improved team efficiency by streamlining communication channels and implementing project management tools.
- Launched successful marketing campaigns, enhancing brand awareness, customer engagement, and loyalty.
- Delivered high-quality products on-time by effectively managing product development life cycles.
- Ensured regulatory compliance by developing robust policies and procedures that adhered to industry standards.
- Achieved operational excellence through implementation of lean methodologies across various departments.
- Managed cross-functional teams, leading to more effective collaboration and higher overall performance.
- Mentored junior staff members, fostering professional development and cultivating a positive work environment.
- Implemented employee training programs to enhance skillsets and improve overall job satisfaction rates among staff members.
- Brands Supported: British Gas Residential, British Gas Business, NPower pre and post paid
- Channels Managed: Voice, Email and Chat
Group Operations Manager
WNS
04.2010 - 03.2014
- Reduced operational costs by identifying areas of inefficiency and implementing cost-saving measures.
- Collaborated with other department heads to align group operations with broader organizational objectives.
- Empowered employees by promoting a culture of continuous learning, resulting in enhanced skill sets among staff members.
- Facilitated cross-functional collaboration between departments for more effective problem-solving and innovation.
- Enhanced team productivity by providing ongoing training and support to staff members.
- Established clear expectations for team members, leading to increased accountability and improved performance outcomes.
- Evaluated employee performance regularly, providing constructive feedback for professional growth and development.
- Streamlined group operations by implementing efficient processes and procedures.
- Created an environment that fostered teamwork, open communication, and a focus on achieving common goals.
- Managed multiple projects simultaneously, ensuring timely completion while adhering to budget constraints.
- Developed strong relationships with key stakeholders, fostering collaboration and communication across departments.
- Championed initiatives focused on improving internal processes for greater transparency within the organization.
- Recognized as a leader who consistently delivered outstanding results while maintaining a positive work environment, fostering employee morale and engagement.
- Spearheaded efforts to identify potential risks early-on within projects, mitigating the chance of unexpected delays or negative impacts.
- Optimized resource allocation for improved operational efficiency and cost reduction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Brands Supported: Budget Insurance UK, British Gas Residential, British Gas Business and Vodacom
Assistant Manager, Customer Service
WNS
02.2008 - 03.2010
- Analyzed customer feedback data to identify trends, make improvements, and better understand client needs.
- Enhanced team productivity by implementing effective communication strategies and collaborative efforts.
- Assisted in the hiring process, making recommendations for suitable candidates and conducting interviews as needed.
- Created a positive work environment for staff members, promoting teamwork and employee morale.
- Provided exceptional support to management, assisting in daily operations and decision-making processes.
- Fostered strong relationships between team members by facilitating open dialogue sessions where ideas could be freely exchanged without fear of judgment or criticism.
- Oversaw the onboarding process for new employees, providing comprehensive training materials and guidance throughout their initial weeks on the job.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Brands Supported: Budget Insurance UK and Vodacom
Contact Center Representative
WNS
12.2005 - 01.2008
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Sales Representative
Lloyds Group of Companies
06.2002 - 11.2005
- Assisted call-in customers with questions and orders.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Emphasized product specifications to meet customer needs.
- Verified delivery schedules and processes.
- Contacted potential customers to capitalize on sales opportunities.
- Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Provided after-sales support as needed, further strengthening relationships with clients and promoting long-term retention rates.
- Developed loyal clientele by consistently following up on leads and providing exceptional customer service, ultimately converting leads into sales.
- Upsold additional products or services when appropriate, contributing to higher average transaction values per sale.
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
- Maintained accurate records of customer interactions, transactions, and follow-up actions for seamless continuity in support services.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.
- Achieved or exceeded company-defined sales quotas.
- Kept detailed records of daily activities through online customer database.
- Informed customers of promotions to increase sales productivity and volume.
- Negotiated prices, terms of sales and service agreements.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Generated advertising brochure for vendor use.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Education
Certificate - AI Evangelist
WNS KPMG Education
Online 04.2001 -
Certificate - Payroll
SAGE University
Online 04.2001 -
Graduate Certificate - Lean Six Sigma Black Belt
Six Sigma Academy Amsterdam
Amsterdam 04.2001 -
Post Graduate - NQF Level 7 - Senior Management
University of Stellenbosch Business School
Cape Town, South Africa 04.2001 -
Skills
Operational Efficiency Oversight
Data-Driven Business Evaluation
Strategic Issue Resolution
Contract Management
Decision-making
KPI tracking
Cost control
Operations oversight
Change management
Workplace Performance Assessments
Cost reduction
Planning and implementation
Invoice processing
Market research
Process improvement strategies
Performance reporting
Customer relationship management
Bilingual in English and Afrikaans
Timeline
General Manager of Operations
WNS Global Services
09.2022 - Current
General Manager of Food Service
Ipsum Primis (Pty) Ltd
10.2020 - 08.2022
Senior Group Manager
WNS Global Services
04.2014 - 09.2020
Group Operations Manager
WNS
04.2010 - 03.2014
Assistant Manager, Customer Service
WNS
02.2008 - 03.2010
Contact Center Representative
WNS
12.2005 - 01.2008
Customer Sales Representative
Lloyds Group of Companies
06.2002 - 11.2005
Certificate - AI Evangelist
WNS KPMG Education
04.2001 -
Certificate - Payroll
SAGE University
04.2001 -
Graduate Certificate - Lean Six Sigma Black Belt
Six Sigma Academy Amsterdam
04.2001 -
Post Graduate - NQF Level 7 - Senior Management
University of Stellenbosch Business School
04.2001 -
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