Saadiqa Wing-you
Ops Manager, Activity (Ops)
Cape Town
Summary
Adept at driving operational excellence and team performance, my tenure at Amazon showcased my ability to enhance efficiency through process improvements and staff development. Leveraging skills in data analysis and team leadership, I consistently elevated organizational performance, underscored by a commitment to fostering a culture of continuous improvement and collaboration.
Overview
14
14
years of professional experience
Work History
Ops Manager
Amazon
Cape Town
04.2023 - Current
- Identified opportunities for process automation or improvements, leading to increased efficiency and reduced manual workload for staff members.
- Cultivated a positive work environment through open communication channels, encouraging collaboration, and fostering a culture of continuous improvement.
- Managed daily operations, ensuring smooth workflow and optimal resource allocation across departments.
- Championed continuous improvement efforts, identifying and implementing best practices to elevate organizational performance.
- Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
- Collaborated with human resources to recruit top talent in alignment with organizational needs, contributing to a skilled workforce capable of driving company success.
- Balanced competing priorities in a dynamic environment, ensuring timely completion of tasks while maintaining high standards for quality and safety.
- Analyzed and reported on key performance metrics to senior management.
- Managed administrative logistics of event planning and coordination.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
AWS Abuse Team Manager
Amazon
Cape Town
11.2020 - 04.2023
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Facilitated cross-functional team meetings to foster collaborative work environment, leading to innovative solutions.
AWS Abuse Acting TM
Amazon
Cape Town
06.2020 - 11.2020
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
TSCA
Amazon
Cape Town
03.2019 - 05.2020
- Working all reported Abuse case types
- Verifying proper classification of incoming abuse reports
- Executing messages to customers on best practices
- Monitoring queues for trends
- Provide leadership and security teams with feedback on policies, procedures and tools that need improvement
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Team Manager
MWEB
Cape Town
04.2016 - 02.2019
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Monitoring and managing real-time service levels, talk time, not ready, activity codes, etc.
- Liaising with management of third-party providers.
- Hiring
Customer Service Representative (Tech Support)
MWEB
06.2013 - 04.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Assisting with Technical Inbound calls (Configuring and troubleshooting: router, ADSL line faults and email
Data Call Centre Agent/Customer Service Consultant
Vodacom South Africa
Cape Town
02.2011 - 05.2013
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Helpdesk (Modem/Router/Cellular connectivity support)
Education
Certificate - Computer Networking
I.T Intellect (“iSolve Business Solutions")
Cape Town, South Africa 04.2001 -
High School Diploma -
Gardens Commercial High
Cape Town 04.2001 -
Skills
Management
Team Leadership
Project planning, development and management abilities
MS Office
Staff Development
Problem-Solving
Policies and procedures implementation
Performance reporting
Process Improvements
Data Analysis
Written and verbal communication skills
Timeline
Ops Manager
Amazon
04.2023 - Current
AWS Abuse Team Manager
Amazon
11.2020 - 04.2023
AWS Abuse Acting TM
Amazon
06.2020 - 11.2020
TSCA
Amazon
03.2019 - 05.2020
Team Manager
MWEB
04.2016 - 02.2019
Customer Service Representative (Tech Support)
MWEB
06.2013 - 04.2016
Data Call Centre Agent/Customer Service Consultant
Vodacom South Africa
02.2011 - 05.2013
Certificate - Computer Networking
I.T Intellect (“iSolve Business Solutions")
04.2001 -
High School Diploma -
Gardens Commercial High
04.2001 -
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