PATRICK DE WIT
Contact Centre Management
Cape Town,WC
Work Preference
Summary
A versatile manager with over 8 year's expertise in leading and managing diverse teams and complex projects. Proven track record in strategic planning and operational improvement through Lean Six Sigma methodologies. Well versed in both POPIA (Equivalent of GDPR) and SA Labor Law.
Strong focus on team collaboration, fostering results-driven environment, and adapting to changing needs. Known for reliability, leadership, and effective communication.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results.
Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
3
3
Languages
32
32
years of professional experience
Work History
QA FULFILMENT PROJECT MANAGER
HomeChoice Ltd
10.2020 - 03.2021
- Analysed around 2,500 E-Commerce customer's feedback data to create actionable plans for service enhancement.
- Developed and implemented 3 strategies that increased customer satisfaction and loyalty.
- Compiled and reported to senior management the weekly reports, highlighting operational performance metrics for their approval and action.
- As part of a team, implemented process improvements that boosted operational efficiency.
- Chaired 4 team meetings per week and conducted one-on-one coaching sessions to enhance performance.
CUSTOMER SERVICE & SALES OPERATIONS MANAGER
GlobalMedia Services
03.2016 - 04.2019
- Implemented Lean Six Sigma methodology to identify and address improvement areas.
- Analysed market trends to uncover new business opportunities.
- Cultivated customer relationships, achieving sales goals through strategic engagement.
- Researched industry regulations to ensure compliance in sales practices.
- Produced a variety of monthly reports detailing key performance indicators, including revenue and customer satisfaction.
DUTY OPERATIONS MANAGER & CS TEAM MANAGER
Teleperformance SA
09.2013 - 02.2016
- As the DUTY OPERATIONS MANAGER.
- Executed daily opening, closing, and shift change functions to uphold daily operational standards, including chairing 2 team meetings.
- Collaborated with clients to devise strategies that met customer service objectives.
- Supported senior leadership in decision-making by generating daily reports with actionable recommendations.
- Conducted root-cause analysis to identify deficiencies and implement effective solutions, which lead to the Internal Disciplinary Process Project (See 'Projects Managed' below).
- Monitored processes to enhance efficiency, team performance, and customer satisfaction.
- As the CUSTOMER SERVICE TEAM MANAGER:
- Extensively applied POPIA (Equivalent GDPR).
- Coached and mentored 20 advisors to enhance individual & team performance.
- Prepared numerous comprehensive reports on staff performance metrics, including productivity and customer satisfaction.
- Established objectives aligned with organizational goals, monitored progress, and implemented corrective actions as necessary.
- Conducted regular staff meetings to review project progress, communicate policy changes, resolve staff issues and conduction weekly training sessions.
WAREHOUSE ASSISTANT - ADMINISTRATION
Randstad, Lekkerland BV
03.2008 - 02.2013
- Relocated to Netherlands to assess immigration opportunities for return to country of birth.
- Verified stock inventory levels and maintained records of medical equipment and products for items shipped and received across Europe.
- Conducted accurate inventory to maintain current supply records and facilitate ordering.
- Explored Europe, acquiring diverse cultural insights.
IT SPECIALIST: BUSINESS ANALYST
IBM
07.2004 - 02.2008
- Ensured compliance with all KPIs and SLAs for 4 European and 3 South African accounts.
- Presented 7 daily and 7 weekly account-specific statistics to internal stakeholders for informed decision-making.
- Sustained problem-solving efforts for KPI/SLA issues in collaboration with Account Managers.
- Identified process inefficiencies through comprehensive GAP Analysis.
- Charted analytical processes, offering insights for optimisation through Lean Six Sigma principles.
MILITARY LAW OFFICER & PROSECUTOR
SANDF
04.1989 - 05.2004
- Achieved 90% success rate in prosecuting criminal cases, including theft, assault, and fraud.
- Investigated around 120 medico-legal cases to ensure thorough legal compliance.
- Provided legal advisory services to military personnel across all ranks.
- Facilitated quarterly training sessions on military law.
- Served as Commissioner of Oaths, administering legal affirmations and declarations.
Education
Senior Certificate (N3) -
Voortrekkerhoogte High School
Pretoria, SA01-1988
Bachelor of Jurisprudence (BJur) - Law
University of South Africa (UNISA)
Pretoria, SASkills
Project management
Risk management
Team leadership
Business analysis
Quality assurance and control
Fulfillment processes
Root-cause analysis
Data analysis
Productivity improvement
Client engagement
Team collaboration
Coaching and mentoring
Accomplishments
At HomeChoice:
- Launched and managed the Fulfillment Project, resulting in a decrease in customer complaints.
- Primarily internal training was designed and implemented, whilst externally customer and vendor data was retrieved to investigate opportunities.
At Teleperformance:
- Reduced lost workdays and recordable incidents to less then 18% where it was over 40% by implementing a renovated Disciplinary Process and initiating over 100 cases of Late-Coming and Absenteeism successfully
- Achieved the above result by completing this Disciplinary Project within a 1 year period with accuracy and efficiency.
In-House Training
- LEAN Six Sigma- Green Belt Training (IBM)
- Aspire to Lead Management Certificate (Teleperformance SA)
- Dutch Language - Berlitz level 9 / CEF level B2.2 Certificate (BVC Europe)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Afrikaans
Advanced (C1)
Dutch
Upper intermediate (B2)
Timeline
QA FULFILMENT PROJECT MANAGER
HomeChoice Ltd
10.2020 - 03.2021
CUSTOMER SERVICE & SALES OPERATIONS MANAGER
GlobalMedia Services
03.2016 - 04.2019
DUTY OPERATIONS MANAGER & CS TEAM MANAGER
Teleperformance SA
09.2013 - 02.2016
WAREHOUSE ASSISTANT - ADMINISTRATION
Randstad, Lekkerland BV
03.2008 - 02.2013
IT SPECIALIST: BUSINESS ANALYST
IBM
07.2004 - 02.2008
MILITARY LAW OFFICER & PROSECUTOR
SANDF
04.1989 - 05.2004
Bachelor of Jurisprudence (BJur) - Law
University of South Africa (UNISA)
Senior Certificate (N3) -
Voortrekkerhoogte High School