Denzel D.

Leading the contact centre operations for online grocery & retail client based in the UK. Supporting multi-region operations in enforcing account governance and delivering operational performance in Voice, Written and Online Payments. Providing leadership, development and support to operational managers, team managers including supporting long-term planning objectives by sharing best practice, driving service level targets and ensuring other operational and client required business outcomes are achieved. Delivery of customer success through peak periods and embedding strong framework and structure to improve customer experience. +-175 FTE Key Responsibilities [Include but not limited to the below] Telling the Performance Story by use of data and insights derived from customer reporting and producing relevant recovery plans based on the customer KPI’s. • Responsible for financial & commercial management and instilling initiatives to increase revenue and delivery cost saving efficiencies. • Supporting training including content, delivery and assessment, mapping out the customer journey and being able to recommend process changes to further improve the operational performance and client engagement. • Driving financial performance across all accounts to showcase financial exposure and also co-ordinate tactical plans to mitigate revenue loss. (B2P,EBITDA, Gross Margin, CSAT, NPS, Risk & Reward)4 • Using Six Sigma & Project methodologies to drive customer process change across multiple lines of business across UK, India and South Africa • People Focused Strategies to reduce attrition and improvement operational efficiency and continued focus on People Engagement. • Working with stakeholders to identify key priorities and opportunities to resolve customer operations process issues and to fully embed change. • Additional Responsibilities from previous roles applies. [ Operations, Client Engagement, Resource Planning & Change Management ]

Leading the Group Central Services teams to deliver effective People Planning, Real Time Delivery & BI Engagement services to Client accounts, underpinning strong commercial and revenue growth through billing and campaign control. Develop and utilize the GCS toolkit, identifying opportunities to drive value back into client operations and their wider estate through the delivery of insight- led improvement. Supporting 4 accounts as Head of Account Planning (Dual Role) – previous role profile responsibilities apply. Key Responsibilities [Include but not limited to the below] • Ultimate responsibility for design, deliver and implementation of shift strategies that are workable for advisors, cost effective and deliver staffing at the right times, whilst ensuring heavy engagement with client planning/lock, operations, recruitment and training. • Main point of contact and accountable person for ensuring a balance of Client Planning & BI reporting delivery satisfaction, Webhelp Operations engagement, BI engagement/development, Revenue Assurance, work/life balance in the operations and embedding a positive WFM, toolkit and reporting understanding & usage in the operations. • Create flow diagrams, process maps, SIPOCS and standard operating processes/manuals (SOP/M) for all planning processes. Supporting as a project management lead for all WFM/ Software / Toolkits implementation across South African estate. • Driving financial performance across all accounts to showcase financial exposure and also co-ordinate tactical plans to mitigate revenue loss. (B2P,EBITDA, Gross Margin, CSAT, NPS, Risk & Reward) Key Accomplishments and Achievements • Awarded Best WFM professional in 2019 Bpesa Awards, demonstrated future & strategic WFM practices. • Implementation of WFM toolkits advancements and app functionality for advisors engagement across all South African accounts, this implementation received 2 National Awards [Best Technical Innovation: Bpesa & National Business Award.

Account planning lead helping to drive accelerated business growth and performance in the existing accounts through a defined Leadership Team operating rhythm. Execution of strategic priorities across the leadership team and key stakeholders, and the provision of key relevant insight, information and analysis to make key decisions to enhance commercial and account governance. Developing and maintaining a strong execution culture and environment through account maintenance. Working with planning leads across a global estate to support delivery of real time management and workforce management solutions. Key Responsibilities [Include but not limited to the below] • Delivering /facilitating Account Maintenance Planning across multi region +- 1200 FTE in an airline industry account & +250 in a mobile & stationary provider. • Working with Global Planning & Delivery teams to achieve: SLA management, Scheduling Efficiency, Global Capacity Planning, Real Time. • Creating & maintaining additional governance in: Invoicing, Disruption Management, BI Reporting, Client & Stakeholder Management. Ensuring account & commercial governance is delivered as per the contractual KPIs. • Maintaining, building & managing existing & new client relationship & Webhelp stakeholders to ensure a customer centric strategy, revenue & other partnership goals are achieved. (B2P,EBITDA,Margin, CSAT, NPS, Risk & Reward). • Resolving conflicts of interest by use of data and insight, whilst maintaining a strong account governance & partnership by unpacking concerns, inconsistencies and providing /recommending solutions. Key Accomplishments and Achievements • Lead planning discussions in the Service Level Control process & support global teams to execute each level based on the duration of service impact, this supported during 3 major disruptions that impacted the airline industry. • Became the advocate for planning and established the key relationships that lead to enhancing the client partnerships.

Responsible for setting up a new planning and real time function for Australian business Foxtel (Night shift project). Providing end to end planning and delivery service and collaborating with key representatives from the global planning team based in Australia. Account management and creating strong relationships between internal and external planning teams. Resource planning management site based in Durban. Key Responsibilities [Include but not limited to the below] • Management of planning services for account which included 100 inbound FTE, 20 live chat FTE and 20 Outbound FTE. Inbound and Live Chat Planning covering night shift 7 days’ profile. Planning and Delivery Team consisting of 1 Planning and Scheduling Analyst & 2 Real Time Administrators • Modelling, creating and executing new shift strategies, “What If “ scenario planning and capacity planning models to enhance planning practices, meet client requirements and operational demands. • Ownership of the short, medium and long range forecasting resulting in the recruitment strategies to be aligned with client staffing requirements (including Peak and Disruption Management). Coordinating with training /facilities and other key workstreams to deliver peak requirements. • Production of MIS reporting and business insight to drive operational performance and articulate loss of revenue. (B2P,EBITDA, Gross Margin, CSAT, NPS, Risk & Reward) • Linking with operational teams to design, deploy tactical strategies to enhance operational delivery and achieves performance related metrics outlined in the SOW and supporting change requests where applicable. • Previous responsibilities for historical workforce and operational roles applies. Key Accomplishments & Achievements • 100% planning and delivery targets (including revenue) achieved month on month before my departure from the business. • Personal recognition received from senior client team for successful peak planning and revenue objectives achieved.

Recruited from an Operational Manager role to join workforce planning teams and work alongside Planning Director to build and enhance planning services across the centre. Drawing from my operational experience, look to deploy the similar thought process /methodologies within the workforce planning teams to enhance delivery. Working closely with the management team to share responsibility for meeting service level and response time objectives across all retentions loyalty channels. Working with existing planning teams to execute planning strategies and achieve service delivery goals international clients across various lines of businesses Key Responsibilities [Include but not limited to the below] • Ensuring effective and efficient utilization of resources. Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules and management reports. • Real Time Management & Delivering a real time service to both onshore and offshore business. Managing 9 real time administrators - ensuring delivery on service levels/ abandon rates / intraday hourly reporting/call queue management between onshore/offshore teams. • Coordination between client and operational teams around inbound trends, arrival patterns and customer drivers to improve their forecasting accuracy. • Articulation of the performance story using business insights and planning variables ie; discussion around poor service levels /loss of staffing • Building client relationships and supporting with their marketing strategy by providing insight on response rates based on marketing releases Key Accomplishments & Achievements • Winner of Best Resource Planning Professional in Contact Centre International – 2012 • Successful analysis completed to resolve client risk and potential business loss - recognized by managing partner • Supported growth and development of departments and members into new roles • Achieved Golden interval targets at 95% across the 3 month consecutively

7 year contact centre operations experience with career beginning at an outbound team manager to an operations manager working alongside senior clients and Directors. This included management of end to end operational delivery across an omni-channel environment and ensuring financial /commercial targets are achieved as outlined in every clients SOW. Leading, development and management of advisors, team managers and other support/cross functional teams across a Durban based contact centre, FTE ranging from 15 during team manager career to 700 FTE during operational manager tenure. Key Responsibilities [Include but not limited to the below] • Day to day running of the omni-channel operational teams and delivery – overall accountability for service /sales and back office performance (as outlined in the client performance SOW) • Development of future team /support leaders to further enhance their careers and provide operational coaching and support where required. (Using SMART methodologies) • Presenting in Bi –weekly and monthly business reviews and providing relevant customer insight to improve overall service and customer experience statistics.(CSAT, NPS) • Trainnig existing / new hire staff on customer products, systems and tools related to the client requirement. Key Accomplishments & Achievements • Deployed a split marketing / non marketing ring fence strategy to enhance performance –created a multi-skilling strategy which lead to growth in headcount from 20 FTE to 150 FTE within 12 months and reduce cost within existing lines of business. • 3 Operational/Support Awards & personal recognition from Group CEO and Client COO for operational /support performance across multiple accounts. • Growth of trial account into perm business from 5 FTE into 50 FTE within 6 months – achieved annual sales target within 7 months. • Represented in key client forums which resulted in me becoming a brand ambassador for the contact centre (video available if required).

Performing a Sales /Service related role for a new fitness centre based in Durban South Africa. Key Responsibilities Include (but not limited too) Completing Pre-Sales for 8 months before actual launch of Fitness Centre Cold Calling / Referral Base / Sales Canvassing / Promotional / Marketing Experience Producing fitness schedules and providing recommendations to new and existing clientele Providing Training and Support to new customers (Induction) Responsible for maintaining existing clientele base /customer service Promoting Fitness Centre (Marketing Related) Key Achievements Involved with launch of 2 of fitness sites based in Durban Consistent sales targets achieved for 12 months -month on month targets achieved Gain wealth of experience in sales management which supported career movement to BPO industry.