Rico Costa

Results-oriented and experienced Operations Excellence Lead | Project Manager | Operational Support in operational customer experience/service management.

Skilled in building strong client relationships, managing diverse project teams, and ensuring project completion within budget and on time. 
Proficient in risk mitigation, change management, and effective communication with stakeholders at all levels. 
Committed to delivering exceptional customer experiences and achieving organizational goals.
My expertise lies in successfully in creating and implementing the successful execution of business projects, coaching, developing employees and managing business development efforts to realize revenue/margin increases. 
Through my experience, I have become adept in overseeing a wide variety of business responsibilities to ensure outstanding customer service, identifying improvement/growth opportunities by analysing key data to optimize overall performance.
Design and model solutions for customer innovation and experience – ensuring alignment with client and internal business and operational strategies.
Leading different cross-functional operations and projects of varied sizes and types concurrently whilst driving and supporting a high-performance culture.
Coordinating cross-functional activities in collaboration with leaders in varied areas.
Transforming transactional offerings into forward thinking opportunities through innovative solutions by maximizing the customer service experience consistently across all the various channels which a customer may choose to engage the organisation through. 
Tactical emphasis on people development, customer care, quality management, workforce planning, recruiting, coaching and training. 
I have consistently delivered successful projects by effectively managing teams, fostering collaboration, mitigating risks, and driving continuous improvement.

• Creating a service culture of total Customer Service and Client Relationships by assisting clients to ensure their customer delivery model meets all their needs, brand alignment and customer strategies are exceeded.
• Prepared business plans for new markets and expansion of existing markets. Overall development of business operations which broadened location footprints.
• Natural ability to investigate, diagnose and identify patterns results in valuable insights that are logical and well-thought-out. 
• My critical thinking helps clarify reality and provides objectivity. 
• I have a natural ability to pick up and absorb information quickly and continually challenges myself to learn that keeps me on the cutting edge on trends.
• Advisory to clients on how to optimise their contact centre operations through combining best practice and adopting digital tools to help enhance operational outputs.
• I naturally form genuine and mutually rewarding one-on-one relationships where my authenticity allows me to build close, long-lasting connections that foster trust and confidence.
• My controlled planning and routines increase efficiency and brings predictability and structure to turmoil.
• I want to do significant work and determined to make a difference to achieve success.

University of Stellenbosch Business School

Management Development Program, Business, Management, Marketing, and Program Management (Jan 2004 – Dec 2004)

Old Mutual Business School

Business Leadership Development Program, Business Leadership (Jan 2003 – Dec 2003)

Graduate School of Business – University of Cape Town

Advanced Certificate in Leadership, Organizational Leadership (Jan 2002 – Dec 2002)

Old Mutual Business School

Senior Leadership Development Programme, Business Administration and Management, General (Jan 2001 – Dec 2001)

Old Mutual Business School

Project Pro, ITIL (Intermediate Certification), PMBOK, Certification, Project Management Tools, Techniques and Processes. (Initiating, Planning, Executing, Monitoring and Controlling & Closing)

Agile and Lean Six Sigma

Software

• CRM software e.g. Siebel, Oracle. MS Project, Visio, Google Suite & MS Office Suite (Advanced).
• Contact Centre management systems integration deployment (design and implementation of telephony systems and call flow – Avaya inbound/outbound/Genesys IVR.
• Nice voice recording software, Workforce Management software, Voice IVR (Interactive Voice Response) and Voice Biometrics software’s.