Studying new concepts on People Management
Patric Gaoretelelwe Mthunzi Matshane
Operations Manager - Medical & Security Assistance Services
Midrand, Johannesburg
Summary
An extraordinary individual who carries a wealth of knowledge and cross-regional experience in complex medical and security situations and emergencies. Currently in the Johannesburg medical and security assistance services delivery platform and holding an internationally recognized certification with international work experience. I have undertaken several internships and job opportunities within leading organizations in South East Asia, Southern Africa and most recently, the Middle East. These placements have enabled me to develop not only specific client services experience, but also a valuable and transferable skill set in these fast-paced and rapidly growing sectors mutli-nationally. I bring along a generous amount of experience in crisis management and an in-depth understanding of the GDPR and HIPPA regulations including the understanding of customer satisfaction concepts and metrics such as the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) in contact center service levels.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Operations Manager
International SOS
Johannesburg
01.2022 - Current
- Currently responsible for providing leadership and operational expertise in managing all operational aspects of the contractual relationships between the organization's clients and employees as well as leading a team of International Operations Specialists.
- Accountable for team productivity, performance and development while remaining the Operational lead and manager for crises and escalations regarding complex medical, security and logistical situations including but not limited to air ambulance and security evacuations, repatriation (including the repatriation of human remains), travel services and pre-travel advisory in the Africa region.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assistant Operations Manager
International SOS
01.2020 - 02.2022
- I was responsible for directing and overseeing medical assistance, air ambulance and logistical operations across the African continent
- Operational lead for crises and escalations for complex medical and security situations as well as coordinating assistance logistics
- Reviewing & sharing departmental statistics identifying training and development opportunities for a team of 30+ Customer Service Consultants.
Team Leader
International SOS
06.2019 - 01.2020
- Medical Assistance
- Overseeing a team of operations coordinators on medical and security assistance activities for 100+ members located globally
- Providing direction in complex medical and security assistance cases including but not limited to evacuations, repatriations, transportation of mortal remains, aeromedical transportation and secure journey management in cities of unrest across the EEMEA region.
International Operations Coordinator
05.2017 - 05.2019
- And Responsibilities - International Medical Operations - Africa Region - Remote Site Assistance - Medical Advisory Services to Tankers and Vessels offshore - Topside Support to Oil and Gas Rigs - Medical Services - EEMEA Aeromedical Support - Medical Flight Operations
Training and Development Manager
CallForce Direct
Sunninghill
08.2016 - 05.2017
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Drawing up training plans and implementation strategies
- Producing materials needed for training
- Working with training providers to develop suitable content for the courses
- Overseeing that staff is efficiently trained and are consistently meeting the operational requirements
- Managing budgets
- Managing a staff capacity of 250+ individuals
Language Consultant
CallForce Direct
06.2016 - 07.2016
- Stayed current on new expressions and cultural changes impacting language translation.
- Interpreted conversations between foreign language-speaking clients and others.
- Collaborated with team to translate series of documents from English to other languages.
- Developed and maintained glossary of technical terms.
- Assisted foreign language-speaking clients with inquiries.
- Reviewed, edited and proofread translated documents for accuracy.
Foreign Affairs Manager
Norasing Group International
Nakhon Sri Thammarat
10.2012 - 07.2014
- Responsible for the acquisition and placements of foreigners of native & non-native English speakers who had the desire of teaching in Thailand
- Recruiting, interviewing, negotiating and managing the operational requirements of the our company
- Co-founder and course director of the TESOL Course offered by the company to individuals who did not have any qualifications
- Promoting and maintaining an atmosphere that is conducive to a pleasant work environment for employees and a pleasant study environment for students
- Establishing and maintaining relationships with other institutions and Cooperative schools in the area
- Developing and implementing customer service and public relation/promotional activities that will result in growth and opportunities
- Overseeing Special Programs, including English for different levels (Basic, Intermediate, Advanced, Professional)
Education
Law
University of South Africa
Pretoria 04.2020 - 04.2024
Certification - TESOL
Teach Travel Asia
Hua Hin, Thailand 02.2012 - 03.2012
National Senior Certificate - Matric
Prestige College Private School
Pretoria 01.2011 - 11.2011
Skills
Operations Management
Interests
International Law
Enhancing Operations Professionals
Timeline
Operations Manager
International SOS
01.2022 - Current
Law
University of South Africa
04.2020 - 04.2024
Assistant Operations Manager
International SOS
01.2020 - 02.2022
Team Leader
International SOS
06.2019 - 01.2020
International Operations Coordinator
05.2017 - 05.2019
Training and Development Manager
CallForce Direct
08.2016 - 05.2017
Language Consultant
CallForce Direct
06.2016 - 07.2016
Foreign Affairs Manager
Norasing Group International
10.2012 - 07.2014
Certification - TESOL
Teach Travel Asia
02.2012 - 03.2012
National Senior Certificate - Matric
Prestige College Private School
01.2011 - 11.2011
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