PATRICK DE WIT

• Streamlined procedures to minimize losses associated with Goods Returned through agent and management processes.
• Researched agent behavior and company procedures to identify loss sources related to Goods Returned.
• Designed and implemented training materials to improve agent processes and operational efficiency.
• Monitored statistical data on Goods Returned to enhance agent performance and workflow.
• Established in-house quality procedures through negotiation and agreement with stakeholders.

• Led and managed five sales teams, including team leaders and 75 agents.
• Ensured delivery of billable hours in accordance with SLAs by adhering to operational policies.
• Applied Lean Six Sigma strategies to identify improvement areas and implement solutions.
• Successfully launched new products into the market through targeted sales initiatives.
• Achieved sales goals by cultivating and securing new customer relationships.

As a Customer Service Team Manager, I:

• Evaluated performance and conducted reviews, identifying improvement areas and developing action plans.
• Conducted weekly product training programs to maximize team member development.
• Analyzed key performance metrics and reported findings to senior management.
• Monitored agent attendance and punctuality, addressing recurring issues promptly to prevent habitual patterns.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.

As the Duty Operations Manager, I:

• Ensured compliance with company policies and industry regulations through oversight of daily operations.
• Championed process improvements by identifying inefficiencies and leading change initiatives.
• Maintained positive customer relations by addressing issues and implementing corrective actions.
• Scheduled employees for shifts based on customer traffic and employee strengths.

• Relocated to Netherlands to explore immigration options to country of birth.
• Functioned in general administrative role within international distribution company.
• Traveled extensively across Europe, gaining diverse cultural insights.

• Ensured compliance with KPIs and SLAs for various European and South African accounts.
• Formulated and presented account statistics daily, weekly, monthly, quarterly, and annually to stakeholders.
• Sustained problem-solving efforts for KPI/SLA issues in collaboration with Account Managers.
• Identified process inefficiencies through comprehensive GAP Analysis.
• Mapped processes based on analysis, providing recommendations for improvement using Lean Six Sigma.

• Prosecuted criminal cases, achieving an 85% success rate in theft, assault, and fraud.
• Investigated medico-legal cases to ensure thorough legal compliance.
• Provided legal advisory services to military personnel, including Unit Commanders.
• Conducted military law training sessions every three months for new recruits.
• Served as Commissioner of Oaths, facilitating legal documentation processes.