Frankton Steedsman
Customer Experience Specialist
Cape Town,WC
Summary
As a Customer Experience Manager at TOA Global, I manage the information technology team and oversee the client onboarding, quality improvement, and process enhancement for the accounting outsourcing solutions we provide. With over 10 years of experience in application development and support, I have a strong background in IT and CX, and working on my Six Sigma White Belt certification that enables me to apply lean and agile methodologies to optimize our operations and deliverables. I hold a BA in Communication Science, with a focus on marketing and communication, and I am passionate about customer communication and service. I collaborate with the heads of the onsite managers, the C-suite, and the VP to align our key business strategies and operationalize them across multiple sites in the Philippines. I monitor the resolution rate and quality of our cases and identify areas for improvement and innovation. My goal is to use my combined strengths in IT and CX to enhance customer experience and satisfaction across the accounting sector.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
Work History
Customer Experience Manager
TOA Global
08.2022 - Current
- As a Customer Experience Manager at TOA Global, I manage the information technology team and oversee the client onboarding, quality improvement, and process enhancement for the accounting outsourcing solutions we provide
- With over 10 years of experience in application development and support, I have a strong background in IT and CX, and working on my Six Sigma White Belt certification that enables me to apply lean and agile methodologies to optimize our operations and deliverables
- I hold a BA in Communication Science, with a focus on marketing and communication, and I am passionate about customer communication and service
- I collaborate with the heads of the onsite managers, the C-suite, and the VP to align our key business strategies and operationalize them across multiple sites in the Philippines
- I monitor the resolution rate and quality of our cases and identify areas for improvement and innovation
- My goal is to use my combined strengths in IT and CX to enhance customer experience and satisfaction across the accounting sector.
Application Specialist
PSG Wealth
05.2015 - 08.2022
- Ensuring that requests are timeously resolved
- Abiding the turn around times
- And to maintenance of the reporting of these turn around times
- Ensuring that system requests contain all information and details required for IT to affect the request as timeously and correctly as possible
- Analysis of system requests always in order to identify inefficient business processes, training requirements and system enhancements
- Recommending developments with the view to maximise end user capability and new application of compliance needs in insure, wealth and asset management spaces
- Ensuring that regular interaction and exchange of information is achieved between IT and the business units
- Ensuring proper 1st and 2nd line system/test documentation is available prior to escalation to 3rd line support
- Regular and frequent knowledge training
- Analyse individual requirements e.g
- Scheme or business unit specific
- Ensuring the analysis and test documentation and artefacts as well as solution documentation as provided by 3rd line support is attached to the incident ticket
- Ensuring safekeeping of all - documentation by adding it to the shared folder for easy reference
- Ensuring that these test documents are available on the Jira ticket
- Ensure successful resolution and escalation of incidents within the predefined SLA
- Working closely with developers, scrum masters and technical specialists to ensure the solution meets the end users requirements
- Direct communication with Manco and regional managers
- Dealing with high level incident management and taking ownership of the incident till resolved
- Ensuring comprehensive testing prior to implementation by IT and Client is done (Unit testing, System testing, User Acceptance Testing)
- Optimized application code to improve the speed and performance of the application
- Developed an Android application with a modern user interface and intuitive user experience
- Configured and deployed servers to support a new cloud-based application, resulting in improved scalability and performance.
Project and Application Specialist
Metropolitan Health Group
07.2011 - 04.2015
- Coordinating and managing maintenance requests between the Business and IT
- Ensuring that requests are timeously resolved
- Ensuring that all the documentation exists and that sign-off is obtained on all system releases
- Ensuring that system requests contain all information and details required in order for IT to affect the request as timeously and correctly as possible
- Analysis of system requests at all times in order to identify inefficient business processes, training requirements and system enhancements
- Identifying and analyzing inefficient business and system processes
- Recommending developments with the view to maximise end user capability, efficiency thereby minimizing administrative cost
- Ensuring that regular interaction and exchange of information is achieved between IT and the business
- Ensuring proper 1st and 2nd line system/test documentation is available prior to escalation to 3rd line support
- Regular and frequent knowledge and information transfer to end users and technical specialists within predefined SLA’s
- Analyzing of bugs and ensuring implementation of code changes to fix reported system bugs
- Apply a structured methodology and lead change management activities
- Assess the change impact
- Complete change management assessments
- Identify and manage anticipated resistance
- Support communication efforts
- Support organizational design and definition of roles and responsibilities
- Coordinate efforts with other specialists
- Support organizational design and definition of roles and responsibilities
- Prepare the change release spreadsheets
- Confirm all change artifact and impacted modules are present on documentation
- Ensuring the analysis and test documentation as well as solution documentation as provided by 3rd line support is attached to the incident ticket
- Ensuring sign off by the business and IT is obtained
- Ensuring safekeeping of all - documentation by adding it to the shared folder for easy reference
- Managing continuous progress communication to all stakeholders throughout the lifecycle of incidents within predefined turnaround times
- Planning and applying the appropriate skill sets in order to complete tasks within agreed time frames
- Ensure successful resolution and escalation of incidents within the predefined SLA
- Working closely with developers, scrum masters and technical specialists to ensure the solution meets the end users requirements
- Ensuring comprehensive testing prior to implementation by IT and Client is done (Unit testing, System testing, User Acceptance Testing)
- Where applicable ensuring the facilitation of training towards peers and end users
- Drafted incident reports for incident breakdowns – which had to be signed off by executive
- Managed communication of the break down to the business
- Responsible for the delivery/trafficking of every project that comes through the business’
- Coordinate and run internal daily SCRUM process (stand-ups)
- Keep a close eye on all project deadlines to ensure that the project is delivered on time
- Keep a close eye on all project resourcing to ensure that the project is delivered on budget
- Plan resourcing, track timelines and provide feedback to the project PM and the Operations Director on a projects progress
- Experience using project management tools like Service manager / Jira etc
- A good knowledge of the terminology and technical aspects related to software project management.
Education
B A Communication Science -
UNISA
01.2017 - Current
Root Cause Analysis: 5 Whys Diagram - undefined
Udemy
06.2022 - 05.2022
Six Sigma: Certified Lean Six Sigma White Belt (Accredited) - undefined
Udemy
01.2024 - Current
IT Management Fundamentals - From IT Tech to IT Manager - undefined
Udemy
02.2023 - Current
How to Facilitate Effective Communication and Engagement - undefined
Udemy
Current - undefined
Continous Improvement - undefined
Udemy
06.2023 - Current
Root Cause analysis - undefined
Udemy
06.2022 - 05.2022
Skills
Ability to Work Under Pressure
Locations
- Cape Town
- South Africa
References
- Candice Pedder, PSG Wealth, 0608222582
- Corne Van Der Merwe, PSG Welath, 0834519114
- Susette Santiago, TOA Global, Susette.Santiago@toaglobal.com
- Angela Kruis, TOA Global, Angela.Kruis@toaglobal.com, 0722425211
Timeline
How to Facilitate Effective Communication and Engagement - undefined
Udemy
Current - undefined
Six Sigma: Certified Lean Six Sigma White Belt (Accredited) - undefined
Udemy
01.2024 - Current
Continous Improvement - undefined
Udemy
06.2023 - Current
IT Management Fundamentals - From IT Tech to IT Manager - undefined
Udemy
02.2023 - Current
Customer Experience Manager
TOA Global
08.2022 - Current
Root Cause Analysis: 5 Whys Diagram - undefined
Udemy
06.2022 - 05.2022
Root Cause analysis - undefined
Udemy
06.2022 - 05.2022
B A Communication Science -
UNISA
01.2017 - Current
Application Specialist
PSG Wealth
05.2015 - 08.2022
Project and Application Specialist
Metropolitan Health Group
07.2011 - 04.2015
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