Romeo Erasmus

Energetic professional with 7 years of experience in the application support industry. Considered valuable and hardworking employee by supervisors and peers. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality. Dependable team player with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.  

Consultant Customer Care, WNS, Vodacom Campaign 2011 - 2015 •Provided comprehensive support for account and billing queries, as well as general value-added service inquiries. •Assisted with contract activations and ensured a seamless onboarding experience for new customers. •Offered solutions and troubleshooting guidance for cellular network connection setup, encompassing contract and prepaid services such as GPRS, SMS, and voice. •Effectively escalated unresolved queries to specialized departments, ensuring prompt resolution and customer satisfaction. •Demonstrated leadership abilities by performing stand-in Team Leader duties, including reporting and strategy coordination. •Mentored and facilitated the onboarding process for new staff members within the customer care call center, ensuring their seamless integration and success. Team Lead, Customer Care, WNS, Vodacom Campaign 2015 - 2017 A development role to provide multi skilled assistance via coaching and team management in the the non-voice (e-mail, chat) channel to customers with queries relating to Vodacom products and services and affiliated third party vendors. Additional duties: Identifying the requirement for and coaching of new and current Email Contact Centre staff.  Supervise the activities and work volume of the Email Contact centre agents in attending to incoming customer enquiries and the resolution Data network services and device support, in order to provide optimal service delivery. Provide reports on the maintenance of systems; call procedures and customer service target outputs and staff scheduling arrangements in line with shift work. Ensure agreed customer service standards are consistently met and supervise the day-to-day operation of the contact centre alongside on-duty Team leaders. Consistently monitor staff levels and Centre Service Level percentages and liaise with management regarding any adjustments required. Liaise with other Team Leaders to ensure a consistent approach to improving customer service agent’s targets. Actively participate in performance appraisals for Customer Services Representatives. Provide leadership, guidance and support to the Customer Services Representatives. Consistently monitor systems with a view to recommending changes / updates to improve them. Assist in the management of staff rosters to meet anticipated business requirements to the agreed standards. ISD Service Analyst, BCX 2017 - 2021 •Successfully recruited within Vodacom CBU: IT division to Information Service Desk, responsible for incident management and application support within the CRM and Billing area. Applied problem-solving skills and conducted root-cause analysis to identify and implement permanent solutions and interim workarounds. Managed incidents within Service Level Agreements (SLAs) and prioritized achieving First Call Resolution (FCR) for prompt and effective customer support. Collaborated with third-party level 2 support teams and vendors, maintaining strong communication channels to address tasks and provide input into Robotic Process Automation (RPA) solutions for CRM and Billing platform issues. •Engaged with stakeholders who logged tickets to the team, delivering tutorials and Standard Operating Procedures (SOPs) to end-users, ensuring FCR and enhancing the overall customer journey. Appointed as the Single Point of Contact (SPOC) for the Executive Client Liaison Office (CEO's office), handling major escalated queries from ICASA, media, high-profile consumers, and executive Vodacom staff members. rticipating in coaching initiatives. •Volunteered as the SME and product specialist for Vodacom's Family Share offering, becoming the team's go-to person for escalated issues related to this new and technically challenging product. •Volunteered as the SME for the WASP migration deployments for both iCAP and Siebel CRM systems. •Provided standby support after hours to handle critical incidents, ensuring continuous service availability. •Conducted ongoing weekly reporting on specific end-user groups and teams to improve SLAs, FCR, and identify trends. •Contributed to various projects during the tenure as an Analyst, including the development and deployment of Split Billing functionality in Siebel CRM, enhancement of the Family Share solution design, deployment of ONE number and eSIM in Vodacom, and the formation of an automation GUI for Siebel CRM tasks, resulting in cost savings and reduced task logging to third-party vendors. •Invited by management to participate in the department's Continuous Service Improvement (CSI) initiative to reduce the top ten query types, achieving significant reductions in incidents through root cause analysis, implementing fixes, and establishing real-time monitoring in the Siebel CRM environment.  ISD Team Lead, BCX 2021 - Current. ⁶Spearhead the incident management team responsible for application support. ensuring seamless resolution of incidents and maintaining high-level performance. • Perform daily reporting on Key Performance Indicators (KPIs) to track team productivity and incident resolution metrics. • Collaborate daily and weekly with CRM and Billing, Customer Care Operations, and Third-party Vendor teams to facilitate effective incident coordination and resolution. • Take charge of escalated day-to-day and critical issues, swiftly addressing them to minimize disruptions and ensure smooth operations. • Maintain daily and weekly operational requirements, optimizing team efficiency and productivity. • Conduct monthly service reviews with the client Exco management team to evaluate service levels, identify areas for improvement, and enhance customer enhance customer satisfaction. •Utilize strong prioritization and delegation skills to assign tasks effectively, optimizing team members' strengths and ensuring timely incident resolution.  • Proactively contribute to the introduction of process improvements, streamlining incident management procedures and enhancing overall team performance 

High school SKILLS    Strategic thinking Leading Team Meetings Reporting and Analytics Coaching and Mentoring Work Planning and Prioritization Problem Management   APPLICATION EXPERTISE   Remedy ITSM SAP Business Objects Microsoft Excel PowerPoint Siebel CRM iCAP CRM Power BI Oracle SQL Jira