SafeAeon Inc.

COO - Chief Operating Officer

Joined SafeAeon providing enterprise and cloud information security services. Initially joined as Head of Customer relations responsible for leading the development of a new Customer Service department and enhancing the existing Sales team. Since I have been promoted to Director of Sales & Customer services where I continue my journey with a vision to enhance client portfolios.
 
This is a board-level position heading both the Sales and Customer Service functions.

Director (Project Management, Customer Service, Sales)

Movianto (An Owens & Minor Company)

Joined a leading Medical logistics company to help initiate change within the Customer Service division. Ranging from planning and managing training for the department to building knowledge and feedback platforms I was responsible for ensuring 42 clients and teammates experienced a smooth transition understanding the requirements of each and every client. 

Responsibilities and achievements: 
· Attending and conducting client monthly and quarterly meetings. 
· Provide weekly KPIs to directors on complaints and general call centre KPIs. 
· Building a resource model and challenging non value added tasks. 
· Reconstructed points of escalation for complaints and complex queries. 
· Initiating client workshops and product training. 
· Working with teammates on personal developments and progression. 
· Conducting daily huddles and monthly 1-2-1s. 
· Created training portals including process flows and work guides. 
· Part of a client on boarding project team. Understanding the requirements and expectations of the client.

Customer Service Team Manager

Verifile Ltd

•	In-house consultant to increase employee productivity.  
•	Using Lean principles to plan, arrange and lead projects.
•	Initiating and implementing cost saving and waste reduction business operations systems. 
•	Monitor and feedback newly implemented strategies and processes.
•	Utilising the Lean (DMAIC) methodology to successfully identify areas of improvement across all areas of the business. 
•	Leading and delegating the company’s case reviews, as well as providing feedback to the relevant team leaders on areas for improvement and efficiency in both process and system change.
•	Created a Kanban Board System (traffic light monitoring) to visualise and optimise the flow of a teams work. 
•	Utilised Lean to redesign process, directly improving cycle times, FTE, and SLA.
•	Successfully provide analysis for Verifile’s top clients and identified areas for improvements, which resulted in more business from these clients.

Business Improvement

•	Partaking in the Project Board, Business continuity, Risk Board, and Operations Quality assurance board Meetings. 
•	Innovative in designing and implementing new training programs for all new and existing staff.
•	Implementing Kaizen strategies of continuous improvement within operations to strengthen various operational processes and increase productivity. 
•	Conduct appraisals and probation meetings, daily schedules and delegating tasks
•	Accountable for recruitment for the whole department.

Team Manager

An eminently enthused and ambitious individual who always strives to achieve more. A capable individual who has the ability to communicate coherently with a wide array of people. Competent in working efficiently both individually and within a team this has been mirrored and evident throughout previous and current work history. A keen individual who is ready to learn new ideals, as I strive to develop my already extensive acquired skills.

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