Leroy Pietersen
Realtime Analyst
Cape Town
Summary
Highly organized and solution-focused professional with a positive mindset. Solid background in coordinating and managing workforce operations. Strong grasp of workforce planning and scheduling, exceptional analytical and problem-solving abilities. Committed to optimizing workforce efficiency and achieving positive outcomes through effective team collaboration and strategic planning.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
1
1
Language
Work History
Workforce Coordinator
Discovery Health
06.2022 - 06.2024
- Monitored real-time performance metrics (e.g., call volume, agent status, wait times) to identify trends and deviations from targets.
- Proactively identified and resolved real-time issues affecting performance or customer experience.
- Designed and implemented solutions to address performance challenges and meet service level objectives.
- Worked closely with cross-functional teams to tackle complex issues and enhance operational efficiency.
- Leveraged real-time dashboards and reports to monitor performance and drive data-driven decision.
- Analyzed real-time data to identify bottlenecks, inefficiencies, and areas for improvement.
- Created and shared real-time reports with stakeholders, offering insights into performance and trends.
- Shared real-time performance data and recommendations with management and relevant stakeholders.
- Forecasted staffing needs and adjusted schedules based on real-time data and trends.
- Oversaw call volume, attendance, and break schedules to optimize staffing and maintain service levels.
- Identified opportunities for process improvement and efficiency gains.
- Developed and implemented process improvements to enhance performance and customer satisfaction
- Contributed to projects aimed at enhancing operational efficiency and streamlining workflows.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Prepared and maintained reports, dashboards and monthly packages.
IT Support Technician
Mindspring Computing
02.2016 - 09.2022
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and ADSL.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Implemented security measures to protect sensitive data and prevent unauthorized access or breaches.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
Client Relationship Manager
Discovery Health
11.2016 - 05.2022
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Provided exceptional customer service by addressing concerns promptly and professionally.
- Managed customer relations on ongoing basis to maximize customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Contact Centre Consultant
Discovery Health
01.2016 - 04.2022
- Reviewed monthly KPIs against targets regularly; Identified trends and implemented corrective action plans to ensure consistent achievement of contact center objectives.
- Provided valuable insights from customer interactions, contributing to product development initiatives that led to enhanced user experiences.
- Managed escalated calls effectively, resolving complex issues while maintaining a high level of professionalism and empathy.
- Enabled seamless information sharing among team members by implementing a centralized knowledge management system, reducing call handling times and promoting accuracy in resolving inquiries.
- Developed strong relationships with key stakeholders across departments, facilitating smooth collaboration between teams when addressing client needs.
- Enhanced customer satisfaction by providing timely and effective solutions to contact center inquiries.
- Assisted in designing customized training programs tailored to individual agent needs for continuous professional development.
- Trained new employees on company policies, procedures, and contact center best practices for seamless integration into the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Matric - English, Mathematics, Graphic Design, Mechanical E
Spes Bona Seconday School
01.2006 - 12.2009
Certificate - CompTIA A+, CompTIA N+, CompTIA Server
IT Business Campus
06.2012 - 06.2013
Information Technology Management - Analytical Techniques, Informatics, Management Accounting, Principles of Project Management, Information Technology Management, Advanced Business Statistics
Mancosa
06.2021 - Current
Skills
- Advanced Excel Skills
- Skilled in Microsoft Office Applications
- Service Excellence
- Staff scheduling
- Software knowledge
- Employee engagement
- Managing schedules
- Self motivation
- Time management abilities
- Effective communication
- Leadership development
Timeline
Workforce Coordinator
Discovery Health
06.2022 - 06.2024
Information Technology Management - Analytical Techniques, Informatics, Management Accounting, Principles of Project Management, Information Technology Management, Advanced Business Statistics
Mancosa
06.2021 - Current
Client Relationship Manager
Discovery Health
11.2016 - 05.2022
IT Support Technician
Mindspring Computing
02.2016 - 09.2022
Contact Centre Consultant
Discovery Health
01.2016 - 04.2022
Certificate - CompTIA A+, CompTIA N+, CompTIA Server
IT Business Campus
06.2012 - 06.2013
Matric - English, Mathematics, Graphic Design, Mechanical E
Spes Bona Seconday School
01.2006 - 12.2009
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