Sidney Van Nooi
Senior Operations Manager/Head Of Department
Nairobi, Nairobi Province,30
Summary
I am a hardworking and Dedicated individual, who thrives under immense pressure. I am focused and have vast knowledge across Telecommunications, ISP technical knowledge, as well as Sales and customer service experience. People first, ability to manage client relationships and stakeholders are natural abilities in order to make any business a success. Objective is always to increase revenue, reduce cost, improve efficiencies and improve CX and EX experiences
Overview
12
12
years of professional experience
Work History
Senior Operations Manager
CCI
03.2024 - Current
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Provided leadership for continual management and employee training initiatives.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
- Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
- Continuously assessed emerging trends in operations management along with best practices in order to make informed recommendations for future enhancements.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
SITE DIRECTOR
WEBHELP
05.2023 - 03.2024
- Established strong relationships with clients, fostering long-term partnerships and repeat business.
- Improved customer satisfaction ratings by addressing concerns promptly and implementing feedback-driven improvements.
- Developed strategic plans for site growth, resulting in increased revenue and profitability.
- Optimized resource allocation, reducing costs and improving overall site productivity.
- Successfully managed several projects from inception through completion demonstrating strong project management skills.
- Implemented safety protocols, maintaining a secure work environment for staff and visitors alike.
- Oversaw financial management activities including budgeting, forecasting, and expense tracking to ensure fiscal responsibility.
SENIOR OPERATIONS MANAGER
TECH MAHINDRA
04.2022 - 05.2023
- Manage a team of 6 operations managers, 31 Team leaders (350+ FTE)
- Reach target of answering 85% of calls within 20 seconds
- Manage behavioral KPI's (ADH,AHT,long calls,Hold) Performance Manage And educate staff on HR related matters
- Reduce leakage and increase revenue
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
OPERATIONS MANAGER
ISON
12.2021 - 05.2022
- Manage Shein China (E-Commerce) and MTN (Voice) at the same time
- FTE of over 200
- Drive performance and create staffing capacity to ensure 85% SL
- Manage both clients and stakeholders to ensure quality and Employee satisfaction, Managed 10 team leaders as well as quality.
SENIOR TEAM MANAGER
TELEPERFORMANCE
04.2019 - 12.2021
- UK Utilities, Create organizational Rigor to improve performance and maintain good SL
- Manage behavioral KPI's to improve revenue and increase efficiencies
- Acted as a liaison between upper management and team members, ensuring smooth flow of information to facilitate informed decision-making processes.
- Promoted knowledge sharing within the team through workshops and seminars, fostering professional development among members.
- Fostered a culture of innovation within the team, encouraging members to develop groundbreaking ideas and solutions that contributed to business growth.
TEAM MANAGER
CAPITA
12.2018 - 04.2019
- UK Utilities, Managing Service level, Executing operational requirements and managing a team of 12 Agents
- Performance and IR processes to be followed as per Code of Good conduct
SECONDED TEAM LEADER
WOOLWORTHS
07.2018 - 12.2018
- Credit limit increase department
- Manage a team of 12 to reach company targets
- Manage operational requirements.
Education
MATRIC - undefined
DIAZVILLE SECONDARY SCHOOL
Skills
Client relations
Leadership Experience
- SITE DIRECTOR, WEBHELP, Cape Town, South Africa, Oversee the entire Cape town operation (Training,Quality,Facilities and Operation) directly involve with client relations, report to Operations Director/HOO. Responsible for driving performance, WBR,MBR,QBR., 05/23/YY, CURRENT
- SENIOR OPERATIONS MANAGER, TECH MAHINDRA, Manage a team of 6 operations managers, 31 Team leaders (350+ FTE). Reach target of answering 85% of calls within 20 seconds. Manage behavioral KPI's (ADH,AHT,long calls,Hold) Performance Manage And educate staff on HR related matters. Reduce leakage and increase revenue, 05/22/YY, 04/23/YY
- OPERATIONS MANAGER, ISON, Manage Shein China (E-Commerce) and MTN (Voice) at the same time. FTE of over 200. Drive performance and create staffing capacity to ensure 85% SL. Manage both clients and stakeholders to ensure quality and Employee satisfaction, Managed 10 team leaders as well as quality., 12/21/YY, 05/22/YY
- SENIOR TEAM MANAGER, TELEPERFORMANCE, UK Utilities, Create organizational Rigor to improve performance and maintain good SL. Manage behavioral KPI's to improve revenue and increase efficiencies, 04/20/YY, 12/21/YY
- TEAM MANAGER, CAPITA, UK Utilities, Managing Service level, Executing operational requirements and managing a team of 12 Agents. Performance and IR processes to be followed as per Code of Good conduct, 12/19/YY, 04/20/YY
- SECONDED TEAM LEADER, WOOLWORTHS, Credit limit increase department. Manage a team of 12 to reach company targets. Manage operational requirements., 09/17/YY, 12/19/YY
Activities
I always strive for a work-life balance environment for myself and my team. I will go to the ends of the earth to make this happen. Sports is second to my work. I am motivated by opportunities out there and always looking to grow.
Timeline
Senior Operations Manager
CCI
03.2024 - Current
SITE DIRECTOR
WEBHELP
05.2023 - 03.2024
SENIOR OPERATIONS MANAGER
TECH MAHINDRA
04.2022 - 05.2023
OPERATIONS MANAGER
ISON
12.2021 - 05.2022
SENIOR TEAM MANAGER
TELEPERFORMANCE
04.2019 - 12.2021
TEAM MANAGER
CAPITA
12.2018 - 04.2019
SECONDED TEAM LEADER
WOOLWORTHS
07.2018 - 12.2018
MATRIC - undefined
DIAZVILLE SECONDARY SCHOOL
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