Francois Du Preez
Customer Service And Operations Management
Johannesburg,GP
Summary
Results-oriented customer service and operations management professional with a strong analytical mindset and a passion for problem-solving. Skilled in building relationships and improving client experiences. Proven track record of leadership in enhancing operational efficiency and team performance at MTN, progressing from Customer Service Representative to Store Supervisor. Experienced in analyzing complex billing scenarios to prevent revenue leakage and proactively managing financial discrepancies as a Client Liaison Officer. Proficient in assisting with Forensic Investigation and identifying patterns that could indicate fraud. Dedicated to driving innovation and achieving exceptional results in a dynamic environment.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Store Supervisor
MTN
Pretoria
07.2023 - Current
- Lead and mentor a team of sales consultants, resolving complex customer queries and driving performance to meet sales targets
- Conduct regular assessments of the sales process, forecasting potential challenges and opportunities for improvement
- Manage inventory issues and oversee stock ordering, ensuring compliance with company standards and enhancing store presentation
- Acting Senior Store Supervisor: February 2024 - August 2024
- Streamline correct process for query process , resulting in a faster turnaround time for resolution
- Conducted inventory analysis to determine optimal stock levels.
- Streamlined store operations for increased productivity by establishing clear work procedures and staff responsibilities.
- Increased customer loyalty with exceptional service quality, addressing concerns promptly, and offering personalized solutions when appropriate.
Client Liaison Officer
MTN
Sandton
08.2019 - 06.2023
- Provided billing and system support for retail stores, analyzing complex scenarios to identify and mitigate potential revenue leakage
- Monitored credit and cancellation request patterns to ensure proactive management of financial discrepancies
- Managed 20 Billing Queries and 20 to 50 Level 1 Technical Support Queries
- Collaborated with internal teams to develop customized solutions that addressed unique client challenges.
- Actively participated in team meetings and training sessions, sharing knowledge gained from work experiences and staying current with developments in the field.
- Handled difficult situations with diplomacy and tact, navigating complex client relationships while maintaining a professional demeanor.
- Taught in-house employees strategies for successful internal and external communications.
Operations Administrator
MTN SA
Midrand
09.2016 - 07.2019
- Manage Day-to-Day Operations of the store.
- Ensure quality checks are done with work provided from consultants.
- Ensuring queries for customers are logged correctly and follow escalation paths accordingly. Resulting in a faster turnaround time
- Ensured that daily banking recons where performed, resulting in no variances
- Provided answers to customer questions via phone and email, typically within 2 to 24 hours.
- Evaluated current operational practices and suggested improvement strategies.
- Assisted with documenting key processes and procedures and security protocols.
- Consistently met deadlines under high-pressure situations demonstrating strong multitasking abilities.
Customer Service Representative
MTN
Pretoria
08.2009 - 08.2016
- Delivered high-quality customer support, handling sales inquiries and resolving complex issues effectively
- Recognized for exceptional performance, serving as the second-in-charge since 2011, contributing to team success and operational efficiency
- Conducted thorough investigations into queries, contributing to improved service delivery and operational excellence
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Emotional Intelligence Certification -
Wits University And Digital Campus
Johannesburg 11.2023 - 02.2024
Certificate in SAP - SAP HCM Payroll
SAP
SAP 01.2017 - 06.2017
Certificate in Photography -
Vega National College of Photography
Pretoria 05.2008 - 10.2008
High School Diploma -
Transvalia School
Pretoria 01.2006 - 12.2006
Skills
Service Excellence
Billing Operations
Stock Management
Effective Team Leadership
Workforce Management
Employee Scheduling Management
Analytical Problem-Solving
Client Engagement Management
Regulatory Compliance
Critical Thinking
Strong Organizational Skills
Workflow Coordination
Effective Conflict Resolution
Staff Training Implementation
Team Performance Coaching
Effective Loss Management
Ee Status
White Male
Personal Information
- Date of Birth: 12/21/87
- Nationality: South African
Skills And Competencies - Professional Summary
Operations management-driven tech specialist with a strong analytical mindset and a passion for problem-solving. As a people person, I excel at building relationships and enhancing client experiences. My diverse background includes roles as a Sales Assistant and Graphic Designer at Q Photo, where I provided exceptional customer service and brought creative visions to life. At MTN, I progressed through various positions-from Customer Service Representative to Store Supervisor-demonstrating leadership in improving operational efficiency and team performance. As a Client Liaison Officer, I analyzed complex billing scenarios to mitigate revenue leakage and proactively managed financial discrepancies, also assisted with Forensic Investigation and learned how to analyze patterns that could lead to fraud being committed. I am committed to driving innovation and achieving outstanding results in a dynamic environment.
Timeline
Emotional Intelligence Certification -
Wits University And Digital Campus
11.2023 - 02.2024
Store Supervisor
MTN
07.2023 - Current
Client Liaison Officer
MTN
08.2019 - 06.2023
Certificate in SAP - SAP HCM Payroll
SAP
01.2017 - 06.2017
Operations Administrator
MTN SA
09.2016 - 07.2019
Customer Service Representative
MTN
08.2009 - 08.2016
Certificate in Photography -
Vega National College of Photography
05.2008 - 10.2008
High School Diploma -
Transvalia School
01.2006 - 12.2006
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