Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Hannes Pienaar

Hannes Pienaar

Head Of Contact Centre Applications
Centurion

Summary

Experienced telecommunications applications specialist with 15+ years proven track record of managing complex projects, and leading cross-functional teams.

Deep expertise in contact center management and business service management enables me to optimize operational efficiency and ensure compliance with industry standards.

Adept at problem-solving and fostering teamwork, I have successfully mentored junior engineers and enhanced client satisfaction through innovative solutions.

My leadership and technical expertise drive continuous improvement and operational excellence.

Overview

20
20
years of professional experience
3
3
Certifications
2
2
Languages

Work History

Head of Contact Centre Applications

INOVO
03.2024 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Strengthened communication skills through regular interactions with others.

Principle Application Engineer

INOVO
01.2017 - 03.2024
  • Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
  • Played a crucial role in successful project completion by contributing technical expertise at all stages of development.
  • Generated target accounts sales objectives, opportunities and projection reports to prioritize work.
  • Visited clients to determine feasibility, analyze requirements and provide solution suggestions.
  • Provided exceptional customer support, addressing client concerns and providing timely resolutions to technical issues.
  • Mentored junior team members in various aspects of application engineering work – from coding best practices to debugging complex issues – fostering professional growth within the team.
  • Developed custom solutions for clients, improving overall user experience and satisfaction.

Africa Pre-Sales Representative

Presence Technology
01.2014 - 01.2017
  • Communicated with clients and customers to gather, provide and share updated information on products and services.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
  • Provided valuable input resulting in new opportunities for growth and development.

Telephony Manager

Bayport Financial Services South Africa
01.2013 - 01.2014
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Controlled costs to keep business operating within budget and increase profits.
  • Cross-trained existing employees to maximize team agility and performance.

Technical Support Engineer

INOVO
01.2008 - 01.2013
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Explained technical information in clear terms to promote better understanding for non-technical users.

Helpdesk Support Engineer

Connect IT
01.2007 - 01.2008


  • Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
  • Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
  • Implemented an automated ticketing system that streamlined helpdesk workflow while improving response time metrics.

Mechatronics Technician

5th Dimension Technology
05.2005 - 01.2007
  • Design and build wiring looms
  • Assemble complex mining simulators
  • Assist with setting up mining expo stands


Education

High School Diploma -

Highschool Overkruin
Sinoville, South Africa
04.2001 -

Skills

    Friendly, positive attitude

    Teamwork and collaboration

    Customer service

    Problem-solving

    Dependable and responsible

    Supervision and leadership

Accomplishments

    2018 - WOMZA National Rally Navigator champion

    2020 - NRC Regional Navigator Champion

    2021 - NRC Regional Navigator Champion

Certification

NICE CXOne Implementation Engineer

Timeline

NICE CXOne Implementation Engineer

04-2025

Presence V13.0

10-2024

Head of Contact Centre Applications

INOVO
03.2024 - Current

Verint Support Engineer

01-2023

Principle Application Engineer

INOVO
01.2017 - 03.2024

Africa Pre-Sales Representative

Presence Technology
01.2014 - 01.2017

Telephony Manager

Bayport Financial Services South Africa
01.2013 - 01.2014

Technical Support Engineer

INOVO
01.2008 - 01.2013

Helpdesk Support Engineer

Connect IT
01.2007 - 01.2008

Mechatronics Technician

5th Dimension Technology
05.2005 - 01.2007

High School Diploma -

Highschool Overkruin
04.2001 -

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Hannes PienaarHead Of Contact Centre Applications