Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Certification
Generic
Lesley Jeremy Abels

Lesley Jeremy Abels

Cape Town

Summary

Passionate about driving data-driven business decisions, I bring over a decade of experience in On-Site Support and CX/Service Delivery Management in the telecom industry. As a Specialist, I serve as a trusted data and analytics consultant, engaging stakeholders, re-engineering processes, and creating analytical models to enhance business efficiency. Skilled in stakeholder engagement, quality assurance, and process design, I've successfully developed and maintained optimal internal and external outsource provider relationships. My expertise spans from agile project management, lean six sigma, and business process improvement. Let's connect to explore how my skillset can contribute to your team's success.

Key Competencies:

Data Analysis | Process Mapping, Design and Implementation | Business Process Improvement
Customer Service Management | Strategic Thinking | Analytical and Problem Solving
Interpersonal Effectiveness | Coaching for Performance | Training Facilitation | Software Development Life Cycle (SDLC)

Overview

16
16
years of professional experience
1
1
Certificate

Work History

On Site Support (CX/Service Delivery Management)

Vodacom
09.2021 - Current
  • Spearheading data and analytics-driven decision-making across the organization, facilitating business choices.
  • Serve as a data and analytics consultant to diverse functions within the organization, offering valuable insights.
  • Actively engaging with stakeholders to comprehensively grasp business needs, problem statements, and requirements
  • Analyse and streamline existing business and insights-related processes, resulting in increased operational efficiency.
  • Work closely with the data science team to construct diagnostic and predictive models, solving complex business problems.
  • Innovatively create self-service and straightforward reporting solutions to empower decision-makers.
  • Drive business engagement and provide essential support to enhance overall performance.
  • Demonstrate expertise in developing and maintaining optimal relationships with internal and external outsourcing providers.
  • Supervise call center outsourcing and back-office processes to maintain consistency with Vodacom's standards.
  • Plan, monitor, and engage outsourced vendors to ensure consistently high-performance levels.
  • Successfully coordinate activities related to integrating new products, processes, and procedures into outsourced operations.
  • Draft and submit comprehensive reports on performance metrics related to the outsourced operations.
  • Collaborate with outsourcing partners and support teams to identify and resolve customer-facing issues, whether stemming from people, processes, or technology, to improve the overall customer experience.
  • Track the progress of improvement activities in alignment with agreed-upon items in service improvement plans.
  • Provide coaching and facilitated knowledge transfer within teams for skill development.
  • Actively engage with operations and internal support teams to formulate service improvement plans aligned with operational KPIs, ensuring continual growth and efficiency

On Site Support (CX/Service Delivery Management)

Vodacom
12.2017 - 08.2021
  • Area: Postpaid, Prepaid and Special Projects
  • To develop and maintain optimal internal and external outsource provider relationships
  • Supervise call center outsourcing back-office processes to ensure consistency to Vodacom's standards
  • Plan, monitor and engage outsource vendor to ensure that required outsource performance is consistently achieved
  • Co-ordinate activities associated with all new products, processes, and procedures to ensure that it is integrated into outsourced operation
  • Draft and submit reporting on all metrics/KPIs
  • Work with outsource partner and support teams to identify and resolve all customer facing issues caused by people, process or technology that causes detraction of positive customer experience
  • Track progress and improvement activities in line with agreed items included in service improvement plans
  • Coach teams to ensure that knowledge transfer
  • Engage with operations and internal support teams to formulate service improvement plans to meet operational KPI's
  • Conduct analysis and provide recommendations to enhance business efficiencies
  • Integrated cognitive technologies, big data, RPA, and artificial intelligence into chatbot "TOBI-Assist."
  • Responsible for designing journeys that solve customer queries on first contact.
  • Collaborated across teams as Business Analyst, end user, and key stakeholder for efficient Chat Bot development.
  • Oversaw growth of TOBI-Assist, doubling transactions, handling 800K sessions monthly, and increasing TNPS from 45% to 57%.
  • Created detailed business requirements and user stories, gathering feedback from stakeholders.

Call Centre Team Manager (Stand-in)

Vodacom
10.2007 - 03.2012
  • Daily management of customer care consultants
  • Exhibiting leadership capabilities and qualities
  • On-the-job coaching of consultants
  • Ensuring that all consultants performed at required standard.
  • Identify consultants appropriate training needs.
  • Responsible to ensure that team morale is kept high, and staff are rewarded.
  • Responsible for recognition initiative
  • Monitoring of KPA's/KPI's and Performance standards (for example: NPS, SLA, FCR, etc.)
  • Weekly meetings to update consultants
  • Prepared monthly reports

SPECIALIST – ANALYST (Business, Process and Data)

Vodacom
01.2008 - 01.2008
  • Jan 2008 – July 2008
  • November 2008 - January 2009
  • April 2014 till September 2014
  • Ad-hoc Reports
  • Management and Executive Reporting from April 2014 to current
  • Perform data and business analysis on key customer care performance criteria
  • Extract, manipulate and present data for analysis
  • Verify completeness and accuracy of information received
  • Write management and executive monthly reports
  • Perform customer care data analysis
  • Do monthly and ad-hoc root cause analysis
  • Responsible for cost saving analysis and exercises
  • Monitor and analyze operational data and report on issues and effect on business
  • Analyze minimization of escalations to back office
  • Simplify call center process to minimize (including recommendations and liaising with various stakeholders)

Education

Final Exam: Scrum Master -

SkillSoft
Online
01.2024

Certified Lean Six Sigma: Black Belt -

Six Sigma Academy
Amsterdam - Online
11.2023

Certified Lean Six Sigma: Green Belt -

Six Sigma Academy
Amsterdam - Online
09.2023

Advanced Business Analysis Programme (adBA) -

Faculty Training Institute (FTI)
Century City, South Africa
05.2022

Vodacom Achievers Program (VAP) -

North-West University
Potchefstroom, South Africa
09.2017

Bachelor of Commerce - Management

University of South Africa (UNISA)
Parow
12.2013

Vodacom Young Achievers Program (YAP) - Computer Networking And Telecommunications

University of Witwatersrand (WITS)
Johannesburg
07.2008

Diploma in Business Analysis (DipBA) -

Faculty Training Institute (FTI)
Kenilworth
07.2008

Skills

    Computer and CRM literacy

  • Computer Literacy MS Windows 00/XP/10
  • MS Word, MS Excel, MS Outlook, Visio, PowerPoint, MS Access
  • T-SQL
  • HMTL5
  • Ui Path
  • Call centre management: Eppix
  • MSPI
  • CPS
  • ISE
  • ICAP/Morpheus/Siebel (C3D and EBU)
  • Verint
  • Zailab
  • Qlikview
  • Qliksense

    Skills demonstrated:

  • Data Analysis
  • Process Design and Implementation
  • Business Process Improvement
  • Customer Service Management
  • Strategic Thinking
  • Analytical and Problem Solving
  • Interpersonal Effectiveness
  • Coaching/Training
  • Data Gathering & Analysis
  • Critical and Analytical Thinking
  • Quantitative & Qualitative Research
  • SDLC (The software development lifecycle)
  • Supply and demand forecasting and scheduling
  • Customer Success Management

Additional Information

  • June 2023: Verbatim: " Thank you for your dedication, time, and commitment in steering the frontline teams through a successful Zailab Migration. Taking time to check access, train and guide the WFM and Ops leads on reporting requirements, sharing pertinent check lists with the agents in preparation for the migration. walking the floor to assist agents having difficulty, providing information and data to the project team, attending the war rooms and all planning sessions, and providing valuable input. This rollout would not have been a success without you. Thank you"
  • April 2023: Awarded with Service Excellence and achieving new heights with his KPIs and meeting as well as exceeding all targets set for previous financial year
  • August 2022: Verbatim: " I would like to take this opportunity to nominate Lesley for the Vodafone Stars Award. In addition to fulfilling his role as a Support Specialist, Lesley also lives by the Vodacom Spirit beliefs and has assist in managing Escalations as well as managing FTTH frontline."
  • February 2022: Received award for Service Excellence Award within FTTH and revamping the Business operations
  • October 2021: CEO Award (Highest award at Vodacom SA): · Our Team won the CEO Award for best team performance
  • December 2020: Received Service Excellence Award within the Business Partner Management team, for my contribution to Robotics adoption (Tobi assist)
  • November 2019 , Received Service Excellence Award within the Business Partner Management team
  • October 2017 , Received Top performer award within CIC (Customer Information Center)
  • July 2016 , Awarded Customer Information Centre Ambassador Award
  • October 2007 to October 2008: I was awarded several awards for the best performing Team. Won awards in my capacity as Team manager and Senior Consultant

Timeline

On Site Support (CX/Service Delivery Management)

Vodacom
09.2021 - Current

On Site Support (CX/Service Delivery Management)

Vodacom
12.2017 - 08.2021

SPECIALIST – ANALYST (Business, Process and Data)

Vodacom
01.2008 - 01.2008

Call Centre Team Manager (Stand-in)

Vodacom
10.2007 - 03.2012

Final Exam: Scrum Master -

SkillSoft

Certified Lean Six Sigma: Black Belt -

Six Sigma Academy

Certified Lean Six Sigma: Green Belt -

Six Sigma Academy

Advanced Business Analysis Programme (adBA) -

Faculty Training Institute (FTI)

Vodacom Achievers Program (VAP) -

North-West University

Bachelor of Commerce - Management

University of South Africa (UNISA)

Vodacom Young Achievers Program (YAP) - Computer Networking And Telecommunications

University of Witwatersrand (WITS)

Diploma in Business Analysis (DipBA) -

Faculty Training Institute (FTI)

Certification

Six Sigma Academy Amsterdam - Udemy

  • Qualification Obtained: Certified Lean Six Sigma: Black Belt
  • Date: November 2023


Six Sigma Academy Amsterdam - Udemy

  • Qualification Obtained: Certified Lean Six Sigma: Green Belt
  • Date: October 2023 to November 2023


Faculty Training Institute (FTI)

  • Qualification Obtained: Advance Diploma in Business Analysis
  • Date: January 2021 – May 2022


Kaizania - Agile of Course

  • Qualification Obtained: Agile Bootcamp Course
  • Date: November 2020


Torque I.T, Cape Town

  • Qualification Obtained: Programming in HTML 5 with Javascript and CSS3
  • Date: February 2020


Torque I.T, Cape Town

  • Qualification Obtained:

· NE20461 Microsoft SQL Server

· NE20462 Administering Microsoft SQL Server Databases

· NE20463 Implementing A Data Warehouse with Microsoft SQL Server

  • Date: June 2016 – May 2017


UNISA (University of South Africa)

  • Qualification Obtained: Bachelor of Commerce in Management
  • Date: June 2009 – December 2013


Faculty Training Institute (FTI)

  • Qualification Obtained: Diploma in Business Analysis
  • Date: January 2008 – July 2008


University of Witwatersrand (WITS)

  • Qualification Obtained: Young Achievers Program and Vodacom Achievers Program
  • Date: June 2007 – June 2008
  • Date: June 2016 – July 2018


  • I completed more than 30 online courses, ranging from GSM Networks to various Management (including Agile and Traditional Project Management courses)

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Lesley Jeremy Abels