Kennith Beyers
Johannesburg
Summary
Advanced Operations Manager offering over 12 years of experience and proven success in operational management, customer services, and leadership. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve personal and professional goals. Results-oriented business leader. Effective liaison to key clients, accounts and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Call Center Manager
TransUnion
06.2023 - Current
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies.
- Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Established and oversaw performance targets for call center associates.
- Led daily team meetings to review performance, set targets and motivate staff.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Created team rotations to man center effectively during peak hours.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Customer Experience Manager
Icontact BPO
09.2022 - 05.2023
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Operations Manager
Innovation Group Business Services
04.2017 - 09.2020
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Evaluated upcoming program plans to forecast expected resource needs.
- Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
- Implemented policies and standard operating procedures for continuous improvement.
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and management team with related direct reports.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
Operations Manager
Webhelp SA
08.2014 - 01.2017
- Key Duties:.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Evaluated upcoming program plans to forecast expected resource needs.
- Implemented policies and standard operating procedures for continuous improvement.
- Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
- Optimized organizational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques.
- Built, supervised and mentored teams and leaders in receiving and inbound operations.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
Team Manager
Webhelp SA
09.2014 - 05.2015
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Facilitated weekly and daily meetings to communicate team performance goals and results.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training and development.
Team Manager: Customer Service
Merchant Vodacom Unit
04.2011 - 08.2014
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Managed team of 15 employees, overseeing hiring, training, and professional growth of employees.
Customer Service Agent
Merchants Vodacom Business Unit
01.2008 - 04.2011
- Key Duties:.
- Providing Customer Services.
- Assisting with product related queries.
- Manage customers expectations.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Facilitated communications through management of inbound and outbound customer calls.
- Educated customers on promotions to enhance sales.
- Resolved over customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Addressed escalated customer service issues and teams to save customer relationships.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Education
No Degree - Higher Education Management
Milpark Business School
Johannesburg 06.2020 - Current
Skills
Problem-solving skills
Project development and life cycle
Fluent in [English]
Performance Evaluations
Operations management
Team Building
Scheduling
Coaching and mentoring
Effective leader
Employee reviews
Strategic Planning
Additional Information
Please be advised that all references will be shared upon request.
Timeline
Call Center Manager
TransUnion
06.2023 - Current
Customer Experience Manager
Icontact BPO
09.2022 - 05.2023
No Degree - Higher Education Management
Milpark Business School
06.2020 - Current
Operations Manager
Innovation Group Business Services
04.2017 - 09.2020
Team Manager
Webhelp SA
09.2014 - 05.2015
Operations Manager
Webhelp SA
08.2014 - 01.2017
Team Manager: Customer Service
Merchant Vodacom Unit
04.2011 - 08.2014
Customer Service Agent
Merchants Vodacom Business Unit
01.2008 - 04.2011
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