Summary
Overview
Work History
Education
Skills
Activities
Education - Secondaryleveleducation
Developedabilitiesskills
Linguisticabilities
Dependants
Personal Information
Timeline
Generic
Yusriy Dolan

Yusriy Dolan

Senior Operations Manager
Athlone

Summary

Experienced with operational strategy, effectively overseeing large-scale projects and improving productivity. Utilizes comprehensive knowledge of resource management to achieve efficient workflow. Track record of leading high-performing teams and implementing impactful process improvements.

Overview

11
11
years of professional experience

Work History

Senior Operations Manager

VMo2 Pay Monthly/Retentions/SMB
05.2023 - Current
  • Manage approximately 490-seater call center, with an Operation Manager staff compliment of 6 direct reports
  • Drive STS metric within a Sales in Service environment
  • Full cost code ownership including headcount and delivery versus KPIs
  • Responsible for growth and retention of key clients
  • Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality
  • Develop and implement operating plans in line with customer service strategies, policies and procedures
  • Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls
  • Proactively take relevant action where necessary
  • Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas to achieve service level standards
  • Manage the operational relationship and SLA
  • Manage performance of staff according to best practice including:
  • Set performance standards (Key Performance Areas, Key Performance Indicators)
  • Ensure performance measurement is carried out correctly and regularly
  • Ensure skill and knowledge gaps are identified
  • Ensure training and development plans exist and are followed
  • Develop career paths
  • Motivate and lead the team
  • Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented
  • Successfully managed a platform migration for our customers from Carex to 360
  • Managing a bespoke team of 35 heads who handle customer complaints for multiple partners which has resulted in VMo2 achieving their stretch target on complaint reduction

Operations Manager

Capita 02 Pay & Go & SMB
06.2021 - 05.2023
  • Manage 6 Channels within my remit
  • Retail Consumer / Retail SMB / Dealer Support/ IOT/ Wholesale /Pay and Go Sales through Service (Current)
  • Many of my role and responsibilities are the same as listed below as I was previously the POC for the unit, the additional is listed below
  • Pioneered (with my team) the evolution from a Service sector within Capita to the very first Sales Through Service Operation
  • Sales reporting on a daily basis with relevant UK stakeholders to display progress and also understand what we needed to improve
  • Weekly KPI submission to my line manager to understand KPI uplifts and challenges within the different tenure brackets
  • Weekly sales call reviews with TEF client to display progress with advisors who have transcended from Service to Sales advisors
  • Ensuring the Operation was always equipped with what we needed in order to achieve relevant KPI’s
  • Process governance for both behavioural and performance based management to ensure delivery of key KPI’s up to standard
  • Liaising with TEF client on a daily basis to ensure all Operational Compliance was kept to an acceptable standard
  • Bi-weekly credits call with TEF client to ensure we are driving down revenue erosion
  • Weekly planning call with Tactical Planning Team UK to ensure all shrinkage is effectively placed and service is not negatively impacted/ To understand attrition rates and make a decision on intakes to remain on top of forecasts
  • Analyzed and reported on key performance metrics to senior management.
  • Currently manage a capacity of c.120 advisors, team leaders and coaching staff

Team Leader (level 3)

Capita 02 Pay & Go/SMB
12.2015 - 06.2021
  • Managed 3 Channels within SMB
  • Retail Consumer / Retail SMB / Dealer Support /Pay and Go (Current)
  • Daily morning calls with P&G stakeholders to discuss previous day performance as well as devising plan for new day based on climate of results
  • POC for Pay and Go (Responsible for Operational duties as well as results)
  • Ensuring SAMs are updated (care calls performed, correct HR management taking place
  • Completing WFH Repeats analysis to ensure operational hygiene at all times
  • Provide tailored operational coaching support, in order to drive and support the achievement of operational KPI’s, evidencing value added to the operation
  • Maintain an up to date personal development plan, including a current, detailed knowledge of methodology and practices
  • Obtain and develop an on-going commercial awareness of Capita’s client contracts and performance within the segment
  • Assisting and resolving high level queries from Retail stores and Franchise business Managers
  • Ensuring all appropriate compliance requirements are met
  • Providing real time support to my team for queries, escalations and system issues
  • Conduct monthly 121’s and review my team’s performance, providing them with feedback and development plans
  • Adhering to HR policies and procedures to provide a fair and consistent approach to managing my team
  • Work towards achieving the attrition, absence and adherence target
  • Ensuring established call handling procedures are adhered to and applied wherever possible
  • Ensure Delivery Of Clients KPI’s within my team
  • Service calls: Conduct monthly /Quarterly Service calls with Telefonica stakeholders
  • To ensure training material is relevant, accurate and fit for purpose, making amendments where necessary and/or providing recommendations to guarantee a consistency learning experience
  • Act as ambassador of Capita and the management team within the segment area attending project, operational and client meetings when required
  • Continuously improving processes in accordance with changes happening in store
  • Engagement Lead within the SMB and Pay Go areas
  • Strand-lead for CBT and compliance (SMB and Pay and Go)

Lead Advisor

Capita (O2)
07.2014 - 12.2015
  • Duties include handling of escalations and dealing with Customer Service calls
  • Floor support
  • I also make sure I meet all my KPI’s and help my team members with day to day tasks

Education

Matric - English, Life Sciences, Afrikaans, Geography, Life Orientation, History

Belgravia High
Athlone, W-Cape

Skills

  • Leadership
  • Operations Management
  • KPI Tracking
  • Interpersonal
  • Communication
  • Punctuality
  • Time management
  • Problem solving
  • Analytical
  • Methodical
  • Technical
  • Assertive
  • Planning and Organizing
  • Emotional Intelligence
  • MS Office
  • PowerPoint
  • Microsoft
  • Sales managing/reporting

Activities

  • Computers
  • Swimming
  • Soccer
  • Cricket
  • Socializing
  • Music

Education - Secondaryleveleducation

Belgravia High, Athlone, W-Cape, 7764, Matric (Passed), English, Life Sciences, Afrikaans, Geography, Life Orientation, History

Developedabilitiesskills

Leadership, Interpersonal, Communication, Punctuality, Time management, Problem solving, Analytical, Methodical, Technical, Assertive, Planning and Organizing, Emotional Intelligence, MS Office, PowerPoint, Windows, Internet, Microsoft, Sales managing/reporting

Linguisticabilities

  • English
  • Afrikaans

Dependants

4

Personal Information

  • ID Number: 910924 5258 08 2
  • Date of Birth: 09/24/91
  • Gender: Male
  • Nationality: South African
  • Marital Status: Single
  • Religion: Muslim

Timeline

Senior Operations Manager

VMo2 Pay Monthly/Retentions/SMB
05.2023 - Current

Operations Manager

Capita 02 Pay & Go & SMB
06.2021 - 05.2023

Team Leader (level 3)

Capita 02 Pay & Go/SMB
12.2015 - 06.2021

Lead Advisor

Capita (O2)
07.2014 - 12.2015

Matric - English, Life Sciences, Afrikaans, Geography, Life Orientation, History

Belgravia High

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Yusriy DolanSenior Operations Manager