JONATHAN RICADO HENDRIKS
Customer Relations Specialist
KRAAIFONTEIN
Work Preference
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
20
20
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Supervisor: Multi Channel Support
Vodacom Group Ltd
Cape Town
10.2022 - 03.2026
- Led and managed daily operations of a high-performing support team, ensuring optimal workforce planning and consistent service coverage.
- Oversaw performance, attendance, and productivity metrics; provided coaching, feedback, and performance management aligned with KPIs.
- Delivered results by achieving SLA targets, improving TNPS, and supporting the rollout of new services and process enhancements.
- Acted as escalation point for incidents, managed client expectations, and ensured adherence to policies and service standards.
- Championed quality assurance through regular monitoring, feedback, and continuous improvement of team performance.
- Demonstrated agility in identifying customer trends, driving initiatives, and supporting cross-functional collaboration.
- Contributed to process and policy improvements while fulfilling ad hoc operational duties as required.
Supervisor Multi Channel Support Secondment
Vodacom Group Ltd
Cape Town
08.2021 - 10.2022
- Led and managed daily operations of a high-performing support team, ensuring optimal workforce planning and consistent service coverage.
- Oversaw performance, attendance, and productivity metrics; provided coaching, feedback, and performance management aligned with KPIs.
- Delivered results by achieving SLA targets, improving TNPS, and supporting the rollout of new services and process enhancements.
- Acted as escalation point for incidents, managed client expectations, and ensured adherence to policies and service standards.
- Championed quality assurance through regular monitoring, feedback, and continuous improvement of team performance.
- Demonstrated agility in identifying customer trends, driving initiatives, and supporting cross-functional collaboration.
- Contributed to process and policy improvements while fulfilling ad hoc operational duties as required.
Senior Consultant
Vodacom Group Ltd
Cape Town
11.2010 - 08.2021
- Provide second-line support to all customer-facing touchpoints, ensuring timely and effective resolution of queries.
- Conduct service request and fault management analysis to identify trends and areas for improvement.
- Resolve and respond to all customer service requests within defined timeframes, maintaining service excellence.
- Perform trend analysis in fault management to proactively identify and manage potential escalations.
- Ensure accurate and timely communication of fault management updates to the relevant departments.
- Escalate faults appropriately to the correct departments to facilitate swift resolution.
- Compile and deliver weekly or ad hoc reports and statistics related to service requests and fault management activities.
- Maintain clear and consistent communication with all contact centres regarding fault management and related updates.
- Collaborate with internal stakeholders on new processes and product integration to support issue resolution.
- Provide feedback to the Resourcing and Development Department on knowledge gaps identified through consultant interactions.
- Monitor and uphold service level agreements (SLAs) in collaboration with relevant role-players.
EService Consultant
Vodacom Group Ltd
Cape Town
02.2007 - 11.2010
- Respond to customer queries received via email, ensuring timely and accurate resolution.
- Take ownership of customer investigations, performing thorough analysis and consistent follow-ups to ensure closure.
- Maintain high levels of First Contact Resolution (FCR) by addressing issues effectively at the first point of contact.
- Support other departments with testing and rollout of new products as required.
- Manage and follow up on Vodacare repair-related queries submitted via Hello Peter.
- Escalate and expedite turnaround times by engaging the appropriate role players.
- Handle complex and escalated queries with diligence, ensuring resolution and customer satisfaction.
- Ensure all escalated or unresolved service complaints are followed through to final resolution.
- Proactively manage escalated or unresolved service complaints, ensuring they are addressed to completion.
- Escalate issues and drive resolution timelines by coordinating with relevant stakeholders.
- Contribute insights and updates to the Executive Operational Report as required.
- Assisted in the development of the training curriculum for the Vodacare portfolio, supporting knowledge transfer and capability building across the team.
Inbound Call Centre Consultant
Vodacom Group Ltd
Cape Town
03.2006 - 02.2007
- Dealing with Inbound Pre-paid Customer Queries
- Escalating Customer Queries to Second Line Support
- Assisted with Query Mapping Tool for Call Centre
Education
Bachelor of Commerce Honours - Business Management
University of South Africa
Pretoria, South AfricaCertificate in Self Leadership -
North West University Business School
Potchefstroom, South Africa02-2024
Bachelor of Business Administration (BBA) - Business Management
University of South Africa
Pretoria, South Africa11-2022
N4 - Electrical Engineering
Wingfield Technical College
Cape Town, South Africa 04.2001 -
Senior Certificate - Afrikaans (HG), English (HG), Mathematics (HG), Physical Science (HG), Technical Drawing (SG), Electrical Work (SG)
Kassesvlei High School
Cape Town, South Africa11-1996
Skills
Strong verbal and written communication
Customer satisfaction focus
Effective team management
Cross-functional collaboration expertise
Analytical problem-solving
Prioritization and organization skills
Relationship building
Proficient in various software tools
Accomplishments
- Mills Litho - Floating Trophy for Best Student in Tertiary Mathematics - Wingfield Technical College (March 1998)
- On the Spot Award for being a true Vodacom Star and Delivering Excellent work performance (April 2010)
- On the Spot Award for being a true Vodacom Start and Delivering Excellent work performance (October 2011)
- CEO & HR Director Certificate of Excellence for Outstanding Achievement (November 2024)
- Vodafone Star Award for being an Ambassador of Vodafone Way of Working and Excellent Work Performance (August 2025)
Certification
Toastmasters: Training in basic presentation Skills
Interests
Rugby, Tennis, Reading
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Bilingual or Proficient (C2)
Timeline
Self - Leadership
04-2024
Supervisor: Multi Channel Support
Vodacom Group Ltd
10.2022 - 03.2026
Supervisor Multi Channel Support Secondment
Vodacom Group Ltd
08.2021 - 10.2022
Senior Consultant
Vodacom Group Ltd
11.2010 - 08.2021
Vodacom Young Achievers Programme in Mobile Telecommunications
06-2008
Brilliant Business Writing
11-2007
EService Consultant
Vodacom Group Ltd
02.2007 - 11.2010
Time Management
11-2006
Inbound Call Centre Consultant
Vodacom Group Ltd
03.2006 - 02.2007
High Performance People Training: Employment Relations
07-2003
Toastmasters: Training in basic presentation Skills
04-2003
N4 - Electrical Engineering
Wingfield Technical College
04.2001 -
Bachelor of Commerce Honours - Business Management
University of South Africa
Certificate in Self Leadership -
North West University Business School
Bachelor of Business Administration (BBA) - Business Management
University of South Africa
Senior Certificate - Afrikaans (HG), English (HG), Mathematics (HG), Physical Science (HG), Technical Drawing (SG), Electrical Work (SG)
Kassesvlei High School