Kelly Cowlard-Crofton
Service Delivery Project Management Service Management
Johannesburg,Gauteng
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure senior role. Ready to help team achieve company goals.
Sound working experience in the telecommunication industry for more than 10 years on a Global scale Solid experience in setting up & managing project & engineering teams – good planning, organisational & people skills.
Service Delivery and project management
Interacting with technical engineers on transmission, wireless and IP networks.
Service management of high profile, revenue customers.
Deadline driven to ensure maximum results.
Worked with both ITIL , Agile & Prince 2 methodologies
Passion for customer service and ability to communicate with people at all levels – develop & maintain good relationships.
Ability to pro-actively identify and troubleshoot problems to minimize risks
Overview
20
20
years of professional experience
18
18
years of post-secondary education
1
1
Language
Work History
Head of Service Operations
SEACOM
Johannesburg, Gauteng
04.2014 - Current
- Manage the Service Delivery, Service Management, Contract administration and IP provisioning engineers
- In-Country and remote management of teams
- Comprising of Service managers, Project managers, administrators and IP provisioning engineers
- Drive revenue activation for billable revenue as well as forecasting
- Manage the Service Delivery team to ensure seamless delivery cycle of customer solutions
- Manage the Service managers ensuring full-service documentations, service reviews, service improvement plans for all customers are completed
- Global customer management including Facebook, NETFLIX, Google, Level 3, Internet Solutions, Verizon, MWEB, Cell C, PCCW, Safaricom etc
- Manage contact administration of customer and supplier contracts
- CTO budget
- Escalation management for SEACOM Teams and single point of contact for customer during the escalation process
- Facilitating and coordinating internal teams, suppliers on project, service delivery and assurance related issues
- Regular updates to EXCO
- Work with customers and internal stakeholders to ensure service level agreements are adhered to
- Drive customer surveys with marketing, sales and posy analysis and action
- Meet with customers on a regular basis in formal reviews or informal visits
- Assist EXCO with Operations board pack and capacity planning
- Monthly customer performance reporting and trend analysis
- Work closely with SEACOM NOC and service desk in India driving good support turnaround times and troubleshooting
- Drive a Service culture & strategy within SEACOM
Customer Service Manager
SEACOM
Johannesburg, Gauteng
11.2010 - 03.2014
- Set up Service Delivery team to provision customer services
- Recruit, develop and grow the team
- Interact with new and existing wholesale customers during the fulfillment process
- Conduct service reviews and anaylse network performance trends
- Escalation management during outages as well as liasing with vendors for restoration
- Understand the commercial arrangements customers have with SEACOM
- SLA measurement and calculation
Manager of Project & Service Management
Verizon Business
Dublin, Ireland
01.2008 - 06.2010
Customer Operations Manager
Verizon Business
Johannesburg, Gauteng
01.2001 - 01.2007
Education
Matric (Grade 12) -
Wendywood High School
Johannesburg 01.1988 - 12.1992
Effective Interpersonal Skills - Business
WITS Business School
Cape Town 02.2003 - 03.2003
Project Management Diploma - Project Management
Damelin Business School
Johannesburg 01.1997 - 10.1997
Management Development Programme - MDP -
Damelin Business School
Johannesburg 01.1997 - 10.1997
ITIL V3 Foundation & Service Strategy -
Pink Elephant South Africa
Johannesburg 05.2017 - 06.2017
Agile Foundation - Information Technology Project Management
Pink Elephant South Africa
Johannesburg 05.2018 - 06.2018
Facilitation for project & organisational success -
Xpert
Johannesburg 01.2001 - 04.2001
Programme in Project Management (PPM) -
University of Pretoria
Pretoria 08.2006 - 08.2017
Certified Business Coaching - Business Coaching
Gordon Inst of Business (GIBBS)
Johannesburg 04.2016 - 09.2016
Skills
Service Delivery
Customer service professional
Managing Operations
Service Management
Project Management
Timeline
Agile Foundation - Information Technology Project Management
Pink Elephant South Africa
05.2018 - 06.2018
ITIL V3 Foundation & Service Strategy -
Pink Elephant South Africa
05.2017 - 06.2017
Certified Business Coaching - Business Coaching
Gordon Inst of Business (GIBBS)
04.2016 - 09.2016
Head of Service Operations
SEACOM
04.2014 - Current
Customer Service Manager
SEACOM
11.2010 - 03.2014
Manager of Project & Service Management
Verizon Business
01.2008 - 06.2010
Programme in Project Management (PPM) -
University of Pretoria
08.2006 - 08.2017
Effective Interpersonal Skills - Business
WITS Business School
02.2003 - 03.2003
Facilitation for project & organisational success -
Xpert
01.2001 - 04.2001
Customer Operations Manager
Verizon Business
01.2001 - 01.2007
Project Management Diploma - Project Management
Damelin Business School
01.1997 - 10.1997
Management Development Programme - MDP -
Damelin Business School
01.1997 - 10.1997
Matric (Grade 12) -
Wendywood High School
01.1988 - 12.1992