Johannesburg, ZA
079 660 1093
MON - FRI, 9AM - 5PM
ronald@blu-tech.co.za
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Ronald Maswanganyi

Business Intelligence Manager

Portfolio

MY WORK
ALL CX DATA ANALYSIS BI

About me

PROFESSIONAL PATH

Customer Experience orientated with a bit of Technical ;)

TECH SUPPORT
CUSTOMER
EXPERIENCE
REPORTING AND INSIGHTS
POWER BI & SQL/AZURE

Work Experience

PREVIOUS JOBS

BUSINESS INTELLIGENCE  MANAGER

DIGITAL SOLUTIONS GROUP
JUNE 2019 - PRESENT

Responsible for all CX items to drive new and existing business into greater or sustainable heights utilizing optimisation tools and insight. This comes with working alongside and the BI and Analytics team.

  • Use of available data to generate business insights through reporting including PowerBI, PowerPoint and Excel or any other preferred methods and views.
  • Au fait with data management through SQL, MySQL, Microsoft Dynamics CRM and others.
  • Identify and create methodology to rectify performance issues and drive operational excellence, whilst ensuring business processes meet the requirements/objectives as defined.
  • Re-engineer business processes to maximise profitable operation of the contact centre and other CX managed services.
  • Ensure CX compliance across the contact centre through the implementation and management of an effective monitoring system, measuring performance against contractual and business KPI’s, assessing required improvements, and implementing them.
  • Analyse, develop and implement current and new business processes and practices across the contact centre in line with business processes and procedures.
  • Advise project leads or sponsors on key business process risks and issues impacting the business and project(s), providing workable solutions as required
  • Work with the Senior Management Team and central functions to deliver service excellence together, assessing operational performance against required process metrics.
  • Provide consultative support to the business managers in executing their respective processes and initiatives, coaching and guiding on any areas of improvement.
  • Use company tools to drive insight, reporting and any additional optimisation tools that may be required.

CALL CENTRE MANAGER

DIGITAL SOLUTIONS GROUP
JULY 2018 - JUNE 2019

Responsible for managing all CX queues and overseeing the Teamleaders and their staff with the goal to meet our EEQ metrics (Efficiency, Effectiveness & Quality).

  • Managing all CX queues and overseeing the Teamleaders and their staff.
  • Reporting on centre managed incidents and related brand requirements.
  • Managing HR, Payroll and forecasts for all managed teams.
  • Define and align Customer Experience plans with the company business plan and strategic goals as well as establish and accomplish strategic and tactical objectives through daily management of the Customer Experience portfolio.
  • Client engagement and revenue derivation in overall delivery of client projects and co-ordination of activities to achieve client requirements.
  • The commercial framework for all client engagements to achieve profitability and revenue targets of the Customer Experience Portfolio.
  • Ensure that the Customer Experience team remains productive, motivated, informed and that a good relationship is maintained at all times with staff and management.

Education

ACADEMIC CAREER

MICROSOFT CERTIFIED POWER BI ANALYST

MICROSOFT
MAY 2023

PL-300

MICROSOFT AZURE FUNDAMENTALS

MICROSOFT
FEB 2024

MS Azure

DIPLOMA IN INFORMATION TECHNOLOGY

RICHFIELD GRADUATE INSTITUTE
FEB 2011

Programming (Java), SQL, Database and Web Development

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IT DIPLOMA

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Projects Completed

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Clients Managed

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People Managed