Michelle van Rensburg
Control Room Manager
Kempton Park
Summary
Dynamic Emergency Control Room Manager with a proven track record in enhancing customer satisfaction and team performance. Skilled in strategic planning and conflict resolution, I successfully implemented training programs that improved staff engagement and operational efficiency, achieving departmental goals and fostering a culture of continuous improvement.
Knowledgeable [Desired Position] with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Overview
31
31
years of professional experience
Work History
Emergency Control Room Manager
Cartrack
06.2006 - 10.2026
- Monitored service performance and escalated operational risks to maintain client satisfaction and retention.
- Managed staff performance, coaching team members on service standards, systems, and escalation procedures.
- Reviewed operational data to identify process gaps and support informed management decisions.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Control Room Supervisor
Rentrack
03.1997 - 01.2006
- Reviewed shift logs, verified documentation accuracy, and maintained organized records for handover continuity.
- Directed control room staff during peak activity, prioritizing tasks and sustaining operational consistency.
- Investigated system alerts, identified anomalies, and initiated prompt corrective actions to reduce disruption.
- Trained new operators on monitoring protocols, communication standards, and emergency response procedures.
- Enforced compliance with security procedures, access controls, and internal reporting requirements.
- Managed control room operations, ensuring smooth coordination of team members and resources.
- Developed staff competency by providing ongoing training and support in control room operations.
- Continuously monitored industry trends, adopting best practices in control room operations to stay ahead of competitors.
Debt Collector
Sentry Security
01.1996 - 01.1997
- Collected overdue payments through outbound calls, email follow-ups, and written correspondence.
- Negotiated repayment arrangements while maintaining compliance with debt collection regulations.
- Reviewed account histories to verify balances, payment status, and delinquency reasons.
- Updated customer records accurately in collection systems and account management databases.
Education
High School Diploma -
Carletonville Jones High School
CarletonvilleSkills
Customer service
Team leadership
Time management
Decision-making
Verbal and written communication
Complex Problem-solving
Staff training and development
Staff management
Task delegation
Goal setting
Relationship building
Strategic planning
Customer relationship management (CRM)
Performance management
Staff development
Shift scheduling
Conflict resolution
Performance evaluations
Key performance indicators
Clear communication
Coaching and mentoring
Policy and procedure development
Computer skills
Problem resolution
Positive attitude
Attention to detail
Multitasking Abilities
Excellent communication
Organizational skills
Hiring and training
Professional and courteous
Timeline
Emergency Control Room Manager
Cartrack
06.2006 - 10.2026
Control Room Supervisor
Rentrack
03.1997 - 01.2006
Debt Collector
Sentry Security
01.1996 - 01.1997
High School Diploma -
Carletonville Jones High School