Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Morne Mitchell

Team Manager
Bontheuwel

Summary

Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in project management, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members.

Overview

13
13
years of professional experience
2
2
Languages

Work History

Team Manager

Moonspin
Cape Town
07.2023 - Current
  • With my strong leadership skills and deep understanding of sports betting operations I guide and support team members, foster a positive work environment, and drive exceptional results.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Driving team success and delivering outstanding sports betting experiences to our customers.
  • Lead and inspire a team of Sportsbook Hosts, providing guidance, training, and support to maximize their performance, productivity, and professional growth.
  • Set performance expectations with the established key performance indicators (KPIs).
  • Provide ongoing coaching, feedback, and guidance to team members, helping them identify areas for improvement, develop skills, and maximize their potential.
  • Identify underperforming team members, develop and implement performance improvement plans, and monitor progress to ensure performance goals are met.
  • Take ownership of Service Level Agreements (SLAs), making sure that the team understands the performance targets and ensuring that the team consistently meets or exceeds agreed-upon service delivery timelines.
  • Act as a point of escalation for complex issues or customer complaints, working closely with team members and relevant stakeholders to ensure prompt and satisfactory resolution.
  • Support team in maintaining quality standards, by working closely with the Sportsbook QA and conducting regular audits and assessments.
  • Cultivate a culture of continuous learning and development within the team, supporting the growth and advancement of individual team members, and identifying future leaders.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.

Technical Customer Service Team Manager

Amazon Corporate
Cape Town
04.2019 - 12.2022
  • Company Overview: Amazon Web Services
  • As an AWS TCS Team Manager, I was responsible for ensuring that front line Technical Customer Service Associates (TCSAs) and Technical Customer Service Specialists (TCSSs) are set up for success.
  • Organized regular team meetings for open discussions about challenges faced in the workplace, fostering a collaborative atmosphere focused on continuous improvement strategies.
  • Conducted regular performance evaluations, providing constructive feedback to drive professional growth within the team.
  • Worked with exceptionally driven, customer focused Associates and Premium Support Engineers.
  • Resolved escalated customer complaints calmly and professionally, maintaining high levels of satisfaction among clients despite challenging situations.
  • Acted as a Cloud Computing evangelist in the leading edge of this growing industry.
  • Leading a team of 10 - 12 associates or specialists; responsible for the overall direction, coordination and evaluation of the team.
  • Identifying and eliminating barriers to accuracy, productivity and quality.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
  • Communicating all policies to directs and the primary information source to the team; driving compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to 'Move the needle.'
  • Amazon Web Services
  • Promoted a positive work environment by recognizing outstanding staff achievements regularly.
  • Implemented knowledge-sharing initiatives among the team members that resulted in faster problem resolution times.
  • Managed team schedules, balancing workloads to optimize staff coverage during peak hours.

Technical Customer Service Associate

Amazon Corporate
Cape Town
03.2016 - 04.2019
  • Company Overview: Amazon Web Services
  • Customer-facing voice for Business/Developer/APN (AWS Partner Network) customers, addressing complex account and billing issues.
  • Providing VAT/TAX support and taking on initiates for internal and external customers.
  • Working with global support teams such as Biz-ops, Sales and Customer enablement to fulfill customer credit and rebilling requests (C&R).
  • Providing prompt, efficient, detailed and high-quality customer-oriented service to AWS customers.
  • Working with other customer support teams to ensure a consistent and high-quality level of billing and account support.
  • Driving projects that improve support-related processes.
  • Working with customers to understand how they use AWS services and providing valuable feedback to business and development teams.
  • Developed comprehensive FAQ section on company website, reducing incoming query volume.
  • Working with customer support teams to ensure a consistent and high-quality level of support.
  • 2IC to Team Manager.
  • Conducted customer feedback surveys to gather insights and identify areas for improvement.
  • Amazon Web Services
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Collaborated with product team to communicate customer feedback, leading to improved product offerings.

Sales Administrator

Amrod
Cape Town
01.2013 - 02.2016
  • Assisted Branch Manager with Ad hoc duties.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Established strong relationships with clients through regular communication, fostering trust and loyalty in our brand.
  • Provided exceptional administrative support for high-performing sales teams, enabling them to focus on selling and meeting revenue goals.
  • Supported sales representatives with timely generation of accurate quotes, proposals, and contracts to close deals faster.
  • Analyzed sales data to identify trends and areas of improvement, providing insightful reports to the sales team for strategic planning.
  • Managed a comprehensive database of customers and prospects to track opportunities, follow-ups, and account history.
  • Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
  • Streamlined administrative processes for increased efficiency, implementing an organized filing system for easy access to documents.
  • Continuously improved internal processes by suggesting and implementing changes that led to streamlined workflows and time savings for the sales administration team.

Senior Administrator Clerk

Department of Local Government
Cape Town
01.2012 - 12.2012
  • Assisted with rendering of an effective and efficient Bid.
  • Administration, Procurement. Provisioning and Assets.
  • Managed quality and accuracy of documents, and coordinated movements between different personnel and departments.
  • Implemented advanced data management systems that improved data accuracy and accessibility while reducing manual workloads.
  • Maintained database systems to track and analyze operational data.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Assisted with providing secretarial services (Bid Committee meetings, Cost Centre Management meeting and Disposal/ Ditcom Meetings).
  • Streamlined administrative processes by implementing efficient systems and procedures, resulting in increased productivity.

Education

English, Afrikaans, Home Economics, Business Economics, Biology, History

High School Matric
Cape Town, South Africa
04.2001 -

Skills

  • Microsoft Apps

  • SAP

  • AWS Cloud Computing

  • Strong interpersonal skills

  • Ability to work in a highly pressurized environment

  • Meticulous attention to detail

  • People Management

  • Teamwork and collaboration

  • Customer focus

  • Coordination

  • Coaching

  • Flexibility and adaptability

  • Production team motivation

  • Operations Management

  • Service level management

  • Day-to-day operations management

  • Staffing oversight

  • Workforce planning

  • Team leadership

  • Customer relationship management

  • Performance tracking and evaluation

  • Business analysis and reporting

  • Organizational skills

  • Training and development

  • Correction of Error (COE)

  • Performance coaching

  • Operational excellence

References

  • Bilaal Samsodien

White Hat Gaming - Moonspin
083 304 4424


  • Chris Maier

Customer Service Manager, Amazon Web Service

072 447 6118


  • Bhavana Singh

Department of Local Government

084 700 7175

Amazon Corporate Human Resources Office.

Amazon Web Services Tel No: 021 467 0100

Timeline

Team Manager

Moonspin
07.2023 - Current

Technical Customer Service Team Manager

Amazon Corporate
04.2019 - 12.2022

Technical Customer Service Associate

Amazon Corporate
03.2016 - 04.2019

Sales Administrator

Amrod
01.2013 - 02.2016

Senior Administrator Clerk

Department of Local Government
01.2012 - 12.2012

English, Afrikaans, Home Economics, Business Economics, Biology, History

High School Matric
04.2001 -

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Morne MitchellTeam Manager