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Help Desk & IT Service Management World Africa 2009 will take place:
Mon, 17 Aug 08:30 - 17:00
Happening in the same week:
Contact Centres World Africa - 2 day conference:
18 & 19 August, 08:30 - 17:00
Customer Management World Africa - separately bookable conference day
2 x workshops - choose from 1 of 2 workshops
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Hear from the best speakers in the industry
- Knowledge from inside the industry and from those who are leading the call centre, CRM and Help Desks industries.
- Hear case studies presented by those active in the market
- Get your questions answered during the interactive Q&A sessions
- Meet all those involved during our speed networking session
Meet our speakers
Direct Marketing Officer: Customer Management,
AIG South Africa
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Head: Contact Centre Systems,
Cell C
Although she never practiced the social work she studied for, Deborah Aspoas finds great application for her social work skills in the corporate environment - from individual therapy to group work, and never felt like she missed her calling.
Deborah started her career as researcher for an international executive search firm, TranSearch Africa, but ultimately moved into the role of IT manager. This was a stepping stone for a move into the IT industry as a business analyst for Sykes, where she was involved in the process design for Compaq’s outbound and service centre. She settled more deeply into IT when she moved to Mercedes Datacor and designed workflow and document management solutions for the likes of Swaziland Central Bank and the Department of Water Affairs. Eighteen months later she moved to AST and worked on South Africa’s GEPF (Government Employee Pension Fund) where she designed, streamlined and implemented a scanning solution to turn paper-based processes into electronic work flows.
For the last five-and-a-half years she has worked in the telecommunications industry, joining Cell C shortly after its launch. Starting as a business analyst and gaining certification as a project management professional, Deborah helped to implement Cell C’s integrated voice recognition, ATM banking interface, call centre workforce management solution (Invision) and intranet. She then became Cell C’s Contact Centre Systems Manager where she implemented process change control, MIS dashboards, an upgrade of Cell C’s telephony systems and helped build the IT metrics for service delivery. More recently, Deborah became Cell C’s Customer Experience Assessment Manager, which involves the measurement and design of processes around Cell C customers’ experiences of the business.
Social development is never far from her heart, and Deborah has designed and implemented change management strategies and led the Cyavooma social committee which fosters a sense of Ubuntu and togetherness in the various Cell C call centres and departments. For example, a soccer and netball tournament between the KZN and Gauteng Cell C regions was arranged. Some 60 players were taken to KZN, with many seeing the sea for the first time. She even started a knitting programme to knit squares for blankets to be donated to charity – this had an added benefit of team building.
Deborah’s strengths are translation – she can translate and communicate to both technical and business people – and execution – if you need something done ask her.
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Managing Director,
Netflorist
Ryan studied and completed a Bachelor of Arts and Law Degree at Wits in 1994. He then went to work for the Club Med Group in the Caribbean. Following Club Med, he returned to SA where he was offered a position at NetActive Internet where he worked in marketing and sales for 2 years.
In 1999, he co-founded NetFlorist and has been at the company ever since. As Managing Director, Ryan is responsible for all day-to-day operations and strategy of the company.
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EHOD: Planning & Outsourcing,
Vodacom – Customer Care
Michele Beaumont, Executive Head of Outsource & Planning, has been with Vodacom since its inception in 1994, providing her with a unique insight into the Customer Care industry. Having founded her own business, Michele was an entrepreneur in her own right and the ideal candidate to join the first cellular operator, progressing from temporary coordinator in the Client Information Centre, to Executive Head within Customer Care Group. Michele’s portfolio include contact centre development and support; fault management; Customer Relationship Management systems integration; service level agreements; vendor relationship management; contract management; Integrated Voice Response development and design; and ownership of the implementation and maintenance of the workforce management system.
Vodacom’s growth to multiple product offerings for 25 million customers, combined with a consolidated skills strategy, necessitates continuous evolution to provide a ‘service edge’ and ‘vibe’ in our call centres to consistently delight customers. This fiercely competitive industry necessitates the focus on “service differentiation” as a compelling factor when retaining and acquiring customers. Having extensive knowledge of the Customer Care dynamics gives Michele the edge in consistently ensuring the drive for evolving ‘customer service excellence’ to the next level.
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Head of Customer Care,
Renault
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,
FrontRange Solutions (Pty) Ltd
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IT Systems Manager,
Career Junction
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Senior IT Service Manager,
BBC Worldwide
• Project management to Prince 2 standards
• ITIL Implementation and training
• Management of first, second line teams of up to 16 people
• Development and implementation of company IT Strategies
• Business Case creation and review
• Defining and managing SLA’s / OLA’s / UC’s - Record of exceeding to SLA’s
• Management of Telecoms for 800 users including ACD’s
• Outsourcing and Management of IT Services
• Contract Management (Telecoms, IT Service suppliers)
• Asset and Licence Management
• Management of Supplier relations within IT Budget of £18m p.a.
• Emergency Response, Business Continuity and Disaster Recovery Planning and Testing.
• Active Directory, Citrix (CMS), MS Office, Terminal Services, Supportworks, eServiceDesk
• Implementation and management of Blackberrys, PDA’s and GPS software for mobile staff
• IT Sales and pre-sales
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Director, Strategic Initiatives,
SAP
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Industry Analyst,
Frost & Sullivan
Spiwe Chireka is an African ICT analyst with Frost & Sullivan. The African mobile telecommunications and contact centre industries are her key research interests. She focuses on analysing trends and market opportunities in these sectors.
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Director - BCM Business Development EMEA ,
SAP
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Call Centre Manager,
iBurst
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Senior IT Manager,
South African Post Office
Lou-Ann has more than 12 years IT Management experience in the IT Support environment. She is currently responsible for the IT Service Support function of the South African Post Office, which includes the IT Service Desk. The support base of the IT Service Desk focuses on providing support to approximately 3000 desktop users nationally, as well as providing support for the 1500 online Post Offices. Lou-Ann holds a BA (Hons) Public Administration degree and is ITSM certified.
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Senior IT Service Manager,
BBC Worldwide
Twelve years of hands-on installation and maintenance for corporate
workstations, their IT networks and underpinning support structures. I am red-badge
accredited in ITIL (Information Technology Infrastructure Library) Service Management.
Molded the existing IT Operational Strategy document into a Continuous Service
Improvement Plan (CSIP) covering 3 year Operational Excellence targets including
implementing ITIL framework standards across all teams and departments
• Developed and implemented several critical operational process improvements
including;
o Release Management to control the development and handover of projects from the
Projects and Development Office to the 'Business As Usual' (BAU) operational teams
o Minor Release Management to control all updates to the live environment which are
not covered by Project Office, such as small website and user interface modifications
o Problem Management to assist in capturing, investigating and documentating
Problems encountered by BAU operational teams
• Managed the Disaster Recovery rehearsal for the Technology division
• Rewrote the Business Continuity Plan for the Technology division
• Documented, reviewed and improved on existing processes including Incident,
Procurement and Change Management
• Acted as a communications enabler between the various departments within the
Technology division for resolving business critical issues
• Managed Major Incident meetings and wrote Major Incident reports including analysis
and operational-level trouble-shooting to ensure repeat occurrences would be less likely
• Developed a functional
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Managing Director,
Touchstar Call Centre Software
David Fricker started his career in teaching in 1974 and after 14 years delivering Physical Education and Science at a secondary school, he decided to leave and pursue a career in telecom sales.
David commenced operations in a small telecoms company going on to hold senior positions at Siemens, Canon and Dolphin Telecom (Tetra Radio). In 1992, he started his own company, Telecom Applications, initially supplying large telephone systems and training.
The call centre industry was introduced to David when he was asked to join Amcat for three months to cover their MD’s illness. He stayed for 18 months bringing the company into profit before returning to Telecom Applications. At this point David was introduced to the then CEO of TouchStar Corporation, Steve Bederman who were Amcat’s largest competitor in the UK. The synergy was apparent from the outset with their core values of supporting customers with genuine passion at the forefront of their operations.
Telecom Applications changed their entire company business model from PBX sales to TouchStar sales and support and are now the largest TouchStar dealer in the world. David then took TouchStar to South Africa with great success, supplying and supporting state-of-the-art call centre technology. New operations in Australia and Spain are planned for 2009.
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Author,
IT Industry luminary and Author of “Building an ITIL based Service Management Department
Malcolm Fry, a recognized IT industry luminary with over 40 years experience in Information Technology, serves as an Independent Executive Advisor. Malcolm brings an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author many publications on IT service and support, he has had many other articles and papers published, and he is regularly contacted as a source of information by technology journalists. His latest publications are entitled 'A step-by-step Guide to Building a CMDB’ and a new ITIL complementary book 'How to Build a Service Management Department'. Malcolm was also a member of the v3 Advisory Group and a mentor for the 'Service Operations' book. In April 2009 Malcolm was awarded the prestigious ‘Ron Muns Lifetime Achievement Award for IT Service and Support’ recently in Las Vegas.
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Head of Customer Service,
DHL International (Pty) Ltd
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Group Manager: National Call Centre,
Mutual & Federal Insurance Company Limited
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Senior Product manager,
Huawei Software Business Huawei
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Talent Solutions Specialist,
Kelly Group
After more than 15 years in the staffing industry, Kelly’s Director: Strategic Business Solutions and head of Contact Centre and BPO&O staffing, Diane Capazorio, has built extensive staffing expertise, not only within the South African market, but also in terms of global trends. Diane has played a vital role in positioning Kelly as one of South Africa’s leading staffing specialists within this discipline. This in turn has lead to Kelly’s involvement in the setting up and launching of a wide range of local and international Contact Centres. Driven by a passion for the industry, she has not only re-engineered Kelly’s solutions in line with international benchmarks, but is also regularly called upon by the industry to contribute in terms of strategic and operational input and benchmark development. Diane has also travelled extensively to learn about the international industry, both at a macro and micro level; knowledge that has been transferred to the Kelly team, clients and the industry alike. Kelly combines global thinking with international best practice and continually innovate to add greater value to our clients.
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Managing Executive,
The Absa Contact Centres
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ROD JONES MI M Mgt
Chief Executive Officer: C3Africa Group
In a career spanning over 35 years South African born Rod Jones has gained high-end experience and unique expertise in virtually all forms of advertising, direct and relationship marketing, customer service and call centres. During this period he has gained extensive knowledge, skills and expertise in strategic planning, creative development and campaign management and evaluation. He has long been recognised internationally as a subject matter expert in the field of Call Centres, Customer Management, Customer Club management, Customer Relationship Marketing, Loyalty Programmes and many related database-orientated and Direct Marketing methods.
Since 1985 Rod has been at the forefront of the South African call centre industry and telephony-based marketing in South Africa and has gained extensive, specialised expertise in this field. He has served two terms as the director responsible for TeleBusiness on the executive board of the Direct Marketing Association of Southern Africa.
Rod has also served as a non-executive director of what was South Africa’s largest call centre professional body, The Call Centre Networking Group (CCNG) the forerunner to the National Body, BPeSA. He plays an active role supporting the various South African call centre and BPO trade and professional bodies. In 2005 and again in 2006 Rod was appointed by BPeSA to serve as an independent consultant to the judging of the national contact centre awards. He also chaired a sub committee that developed key aspects of the South African contact centre and BPO industry Standards and he continues to sit on the SABS technical committee (TC99) on Contact Centre and BPO Standards.
Rod is the CEO C3Africa Group, a professional Call Centre, Contact Centre and Customer Management consulting and training practice and operator of the web-based all-Africa contact centre industry information resource, Contact Industry Hub. The C3Africa Group comprises C3Africa Consulting, C3Africa Training , C3Africa Marketing & Events and C3Africa Research; the latter having completed the largest ever formal market quantification research into SA contact centre and BPO industry. The C3Africa Group have acquired extensive specialised knowledge, experience and resources relating to the strategic development and implementation of BPO industry development initiatives. The company has provided professional consulting services on this subject to several South African and international government departments and agencies.
As professional consultants Rod’s companies provide an extensive range of professional services concentrating on the strategic, planning and operational issues of Call centres, Customer Management and BPO (Business Process Outsourcing). An accomplished public speaker, he regularly presents papers, seminars and workshops and corporate training on various aspects of call centres, contact centres and customer relationship management. Rod’s clients include a number of blue-chip South African companies, national and local government agencies and parastatal bodies as well as to organisations in Botswana, Kenya, Uganda, Rwanda, Namibia and the UK.
In his spare time Rod is an avid fly-fisherman. He is also a published poet and a passionate chef.
Rod is a bachelor and lives in Lonehill near Johannesburg.
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Business Development Manager,
Merchants
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Executive Head: Capacity Building and Development,
Vodacom
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National Branch Business Manager,
Multichoice
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Head: Old Mutual Activate,
Old Mutual
Attorney by profession, now with the Old Mutual Group for 11 years now. Roles in product management and marketing, Old Mutual Bank intermediary sales management and more recently Head of Old Mutual Activate since 2007 - Old Mutual's direct sales and retention business unit. Experience in direct sales, collaborative sales and customer retention, with a passion for implementing campaigns that personalise the value that has been created for each customer.
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Account Director,
Millward Brown
Graduated CUM LAUDE from the University of the Free State with a degree in Marketing and Communication.
Monique has 7 years in market research, spanning across various industries, including, FMCG, Banking (Corporate and Retail), Telecoms and Automotive.
She has vast experience across Concept, Pack and Product Tests, Brand Health tracking, Copy Testing;
Media Monitoring and Tracking; Usage and Awareness Studies across several countries including
South Africa, Kenya, Ghana, Nigeria, England, France, Spain, Russia, Turkey, Saudi Arabia, Lebanon, and the UAE.
Monique became the youngest Associate Account Director for Millward Brown globally in January 2006, she currently heads up the Unilever Home Care and Personal Care account for Africa
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Chief Infrastructure Architect,
Airports Company of SA
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Customer Contact Centre Manager,
Sun International
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Sales Director,
Talking Tech
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Call Centre Manager: Reservations,
Virgin Atlantic Airways Ltd
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independent consultant, academic, author and speaker,
Leadership SA
Terry Meyer is an independent consultant, academic, author and speaker.
After spending a number of years in various corporate roles, including having overall responsibility for Human Resources Development in a very large South African Company, he joined Wits Business School as an academic.
In addition to teaching in the areas of organisational design and development and strategic HR Management, he was responsible for redesigning and managing the highly acclaimed Masters in Management (HR) programme and various Executive education courses such as Strategic HR Management and Strategic Skills Development.
During that time Terry was involved in a variety of consulting projects involving strategy facilitation, organisational re-design and change management, leadership development and HR strategy. He has worked with various organisations to reposition their HR functions and improve their effectiveness.
In 2002 Terry joined Deloitte & Touche Human Capital Corporation where he was responsible for the People Development practice. In 2003 he started his own consulting business, Leadership SA, which specializes in strategy & organisational design, leadership, change and human capital effectiveness.
For the last 10 years Terry has been involved in a considerable variety of high level consulting assignments involving strategy facilitation and organisational design, leadership development, change management and HR strategy.
On the academic front, he has taught on the UNISA School of Business Leadership MBL and designed a high level Executive Programme for a leading cell phone operator. He teaches change management on the EDP at the SBL. He is closely involved with the University of Stellenbosch Business School where he is the Director of the Programme in Strategic HR Leadership and runs a number of similar programmes for companies under the auspices of the HR Leadership Academy which he initiated in 2007.
Terry has a Master of Management (HR) from Wits Business School.
He has presented papers at a number of local conferences as well as at international conferences and is a member of the International faculty network of Duke Corporate education rated the top Corporate Education institution globally.
He has also written a number of articles for various journals. He is contributor and co-editor of four important books:
Meyer, T 1996 Competencies: Creating Competitive Advantage, Knowledge Resources
Meyer & Boninelli, 2004 Conversations in Leadership: South African Perspectives, Knowledge Resources
Boninelli & Meyer, 2004, Building Human Capital: South African Perspectives, Knowledge Resources
Babb & Meyer, 2005, Perspectives in Learnerships, Knowledge Resources
As a leader in the profession Terry was, until recently, a Board member of the IPM where he has been responsible for strategy facilitation and for chairing the 2007 and 2008 IPM Convention Committees.
He was awarded the IPM Presidential Award for his contribution to the Profession in 2007.
Terry has the ability to blend extensive research and academic knowledge with practical experience in both a corporate role, as an academic and as a consultant. He is considered a leading thinker and advisor in his various fields of expertise.
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I have gained extensive experience in several aspects of Human Resources and Learning and Development.
My role at Absa Barclays focuses predominantly on the following:
• Setting up, establishing & executing frameworks to facililate people management practices
• Embedding HR governances
• Managing the HR function end to end
• Identifying barriers to People Management and finding solutions with the Business to overcome these
• Being the constant conscience of the business
• Leading a team of people
• Implementing innovative and creative solutions to sustain people management processes
My other work experiences include:
• At Standard Bank I headed up the HR function for the Card Division and led a team of people. In this role I implemented a new Recognition scheme, successfully Led a project team to deliver a disability project and achieved the Investors in People accreditation. I also was involved in the Consultation, facilitation and implementation on various HR products and services including: change management, Disability initiatives, leadership development, performance management, organisational values, assessments, career & succession planning, recruitment & selection, employee relations, employment equity and reward and recognition. All of these have been performed in a Generalist HR role.
• Design and implementation of various behavioural; adult basic education and training management and supervisory development programmes.
• At Nedcor(Nedbank) - I managed the Training of the Cams II strategic project. I was responsible for the analysis, design, testing, facilitation and implementation of this training totally responsible for designing the end-to-end framework.
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Managing Member,
The Skills Facilitator
Lynnette Morris is a Service Management and Training, Development Consultant. She is the Managing Member of The Skills Facilitator, a service management consulting and training company for Contact Centres in Africa. She has 16 years experience in the service and sales industry. She is passionate about people and maintaining high service delivery standards. She has driven this passion through her quest to enhancing other’s skills in delivering service in Contact/Call Centres, Sales and Retail channels.
Lynnette started her career informally at Clientele life in 1992 and then formally into the Call Centre industry in 1994 at M-Tel (PTY) ltd and developed her career to being appointed as the MTN Call Centre Training Manager and then as the MTN Subscriber Operations Training Manager. She left MTN to start a Call Centre Consulting company - mma, Margie Middleton & Associates with her partners and in 2002 formed her own company, The Skills Facilitator.
As a consultant, she has worked in the Telecoms, Manufacturing, Banking and Retail environments, her hands on experience has provided her with an in-depth understanding of the importance of good customer care strategy balanced with excellent customer interfacing skills, the need for customer-focused products, processes and support infrastructure. This understanding plus her passion for skills transference led her career to supporting these channels, by providing consulting, training and skills development that is aligned to customer’s needs, expectations and business objectives to achieve best results for the organization.
An overview of the types of projects that Lynnette has assisted with are:
• development of Contact Centre Strategies and Continuous Improvement Projects to facilitate rapid change in Service Delivery and Operational issues in multiple Contact Centre industries,
• development of Contact Centre strategic, operational and individual objectives and measures that lead to desired results required and alignment with organizational objectives.
• designed and implemented a company specific customer care standards manual that is used in all facets of people and performance management from recruitment to incentives and promotions.
• designed and implemented an extensive Contact Centre Operational Training plan for Zain Group Africa (Celtel) which extends across 16 African countries (Anglophone and francophone), ranging from telephonic and face to face; Agent to Manager and including all support functions from 2004 to present.
• implemented Train the Trainer Accreditation programmes for specific contact centre programs ranging from Agent to Manager level
• provided full induction and operational contact centre training programmes for new recruits in launching new telecommunications networks in Nigeria (Glomobile 2003) and Zain Ghana (2008)
• implemented a Total Quality Assurance Programme that leads to continuous improvement initiatives from performance management, to incentives and systems, processes to strategy.
Lynnette is known for building long-term relationships with her clients by ensuring that all products and services provided are used to achieve their defined outcomes and therefore to achieve results. This methodology has led her to provide individual attention to her customer base and therefore seen as part of the organization that she works with and not only as a “Consultant”.
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Leadership Specialist,
Leadership Options
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Ms Lorraine Mutambiranwa, Head of Customer Contact and Workforce Strategy,
Discovery Health
10 years experience in call centres having spent 4 of them in the UK.
Worked in outsourced call centre and joined Discovery in 2005. Specialised in recruitment and staff training for the call centre and also managed the Johannesburg region for the company.
Currently looking after contact strategy and workforce planning.
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Head: IT Service Delivery Operations,
Standard Bank
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Senior Information Security Manager ,
Transnet
Y2K Project :
Planned, organised and executed the Y2K project for all mainframe based applications. The project was successful, finished within the budget and time allocated.
Training:
Planned, organized and developed training materials for new security administrators. I’ve trained 10 security systems administrators.
Information Security Policy Development
I had a privilege to plan and developed an operational security policy for the entire mainframe supporting teams. This included database administrators, systems supporters, application developers, and security administrators. The policy was adopted by all divisions within ESKOM and implemented successfully.
Unix/Oracle Security Operational Policy Implementation.
In this project we developed operational security policies for UNIX and Oracle systems, based on the best practice. We used the ISS Scanners to validate our implementations.
The Standards were successfully implemented on all UNIX and Oracle systems within ESKOM.
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Head of Customer Care,
Virgin Active South Africa
Qualifications:BCompt Honours in Accounting,
Honours in Sports Management
Certificate in Customer Service Management
Position: National Member Service Manager, Virgin Active SA
(manage the inbound and outbound call centres including debt collection, member retention and surveys)
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Director of Customer Service & Telesales,
The Carphone Warehouse
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IPCC Product Line,
Huawei Software Business Huawei
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Customer Service Director,
Pruhealth
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Professional Qualifications:
Matriculation at Silver Oaks Secondary
Power Marketing – Success College
Marketing Management – Damelin - IMM
Management Advancement Programme (MAP) – Wits Business School
Masters in Business Administration (MBA) – Damelin/Milpark Oxford Brookes Business School
Career History:
Mellony began her career in healthcare, at Alexander Forbes, as a sales consultant in 1994. The sales and marketing experience gained, in this position, lead to ABSA Healthcare where, in 1997 Mellony was offered a position as a Healthcare Consultant.
Fine tuning her experiences in the healthcare industry and building her skills in the business acquisition arena lead Mellony to Fedsure Health in 1998. Taking her first position as a National Dental Network Specialist offered Mellony the opportunity to develop skills in accumulating, researching and implementing a network of national dentists; this involved extensive marketing and communication skills to ensure the success of the network. Moving to the position of Real Health Consultant moved Mellony back into the broker environment in a sales and marketing role.
The experience Mellony gained once again opened up the healthcare field to the position of Senior Corporate Broker Consultant which she took in 2001. This position offered experience in strategic planning for organisation policies and procedures which lead to her being head hunted by CAMAF, for the position of Marketing Supervisor/Account Executive/Corporate Sales Executive, in 2001.
Mellony’s career, with CAMAF and with Eternity Private Health (the administration organisation that was formed after a management buy out of the CAMAF administration procedures) had quickly developed her position of Assistant General Manager of Corporate Services which involved participation in the EXCO team, setting up new Schemes for the organisation, implementing corporate sales functions and fulfilling relationship management roles for the companies clients. In April 2004 Mellony’s portfolio expanded to incorporate the role as General Manager, Active Health, a new Administrator that had been developed under the Eternity Group umbrella. In this role Mellony was responsible for setting up, running and growing Schemes under the administration of Active Health.
In 2005, she pursued a career in an IT Company, MediKredit as a Business Manager in the Marketing Department. This role encompassed all of her experiences to manage current and new business, creating and selling new products; presenting to Board of Trustees.
She then accepted an appointment by Medicover Medical Scheme, self administered, as the Company Secretary since 1 September 2006 reporting to the Board of Trustees and Principal Officer. On the 1 July 2007 she was appointed as the Acting PO/CEO of the self administered Scheme, creating and implementing the strategic vision and managing the operations of Medicover with the Board of the Trustees.
In December 2008 Liberty Health bought the administration of Medicover Medical Scheme and she then accepted the role of heading up the Operations of Vmed in Gauteng for Liberty Health/Vmed.
Mellony’s extensive qualifications and experience position her as an extremely valuable member of the Liberty Health/Vmed team.
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Managing Director,
Hi-Performance Learning (Pty) Ltd
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Managing Director,
Numara
Mark Saacks has been involved in the IT industry for over 24 years, and the IT Help Desk and Service Desk sector specifically for the last 10 years.
Mark graduated from UCT in 1984 with a B Bus Sc Honours (Data Processing) degree. He subsequently held IT positions at Old Mutual Investments Division, Maskew Miller Longman (a leading educational publisher), and the Seeff Organisation (a premier property group).
The experience garnered from these varied business environments was put to good effect when he joined the IT services company Onsoft in 1997. A driving motivation was to ensure that services were provided that would meet real-world business requirements.
In 2000 he was instrumental in Onsoft being appointed sole reseller for Numara Software and their Track-It! IT Help Desk product line. Based on the rapid growth in market share and the success achieved with Track-It!, Numara Software appointed Onsoft as their sole Agency for sub-Saharan Africa in 2007. Once the Agency agreement was finalised, Mark was appointed as Managing Director of Numara Software South Africa.
To date Numara Software South Africa has supplied solutions to over 400 organisations throughout Africa. With the Numara FootPrints service desk management solution and the Numara Track-It! IT help desk solution, the company is focused on addressing the service desk requirements of any organisation.
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Group Central Reservations Manager,
Sun International
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Futurist,
Keynote Speaker
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Head of Operations,
eBucks
After having completed my B. Comm degree at Rhodes University I joined First National Bank as a computer programmer. I worked at FNB for several years until the exciting opportunity to join eBucks came my way. I was part of the original team that launched eBucks back in 2000. At that time I was still a programmer but over the years I have made a move away from technology towards the business side of things. I did some business analysis and relationship management before being made Head of Operations in 2003. I also became responsible for the strategic management of the eBucks Contact Centre when we moved it in-house in 2005. Just recently the strategic management of the eBucks Spend channels has also become part of my portfolio.
I have a passion for the outdoors, wildlife and hiking. In fact I will be off to climb Kilimanjaro in September this year. I believe in living life to the fullest and this is reflected in the way I tackle both my professional and private life – making the most of each and every day.
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Contact Centre Manager,
Liberty Group
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Contact Centre Strategy,
Absa
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Executive Member,
Novel Idea
Tilla has a strong background as well as passion for leadership and business development with solid experience in finance, sales, marketing, supply chain , key accounts, Technology development, manufacturing, mining, call centre’s which she applies in the context of the deployment, training, development of Lean Six Sigma, Lean Management, Business management, Process Management, Problem solving, Technology development and New product development .
Tilla trained and coached hundreds and certified hundreds of Belts (Yellow, Green, Black and Master Black Belts) and saved companies hundreds of millions of Rands.
She worked for 10 years at 3M (a multinational as well as Multi Cultural Organization functioning in Multiple Industries), 6 years as part of the leadership team in the capacity of Senior Business manager in the Health Care Business unit, 2 years as part of the Six Sigma Deployment Team where she fulfilled a dual role, Black Belt as well as Six Sigma Coach and Trainer.
As a 3M trained and certified BB, She has lead several cross-functional project teams across the Industrial, Chemical, Telecommunications, Health Care, Pharmaceutical, Consumer, and Traffic and Personal Safety Markets. As a certified Six Sigma Coach and trainer as well as Master Black Belt she develops the capacity in the organization at all levels- from training Leadership Teams, to the development, training, coaching, assessment and certification of dozens of Belts from master Black Belts to Black, Green and Yellow Belts, to leading the initiative and guiding process improvement / redesign teams who lead in a positive cultural change as well as multi-million quality net incomes.
As a Master Black Belt her approach is one of assisting organisation to set up Business Improvement and Innovation models through the utilisation of different methodologies, systems and tools for a capability shift in their business.
She facilitates learning at all levels through various means, these include Client specific work, Public programs, Learnerships , Six Sigma Knowledge sharing workshops, The Six Sigma User Group as well as Peer groups that are facilitated on a regular basis for both existing clients and new clients.
Some of her Novel Idea’s long term clients are in the Food and Beverage industry like SAB Miller and ABI, Mining Industry - De Beers IT – Honeywell. For our long term clients we lead the execution of all components from Setting up the right environment, Leadership development, Champion development, Belt Development ( MBB, BB, GB, YB) In this client base we execute Six Sigma as the way to do business.
Tilla has a group of senior consultants that shares her passion for Business improvement and Innovation and results that have joined her. One of them is Andre van Rooyen who acted as an internal consultant and external consultant to Blue Chip organizations such as Eskom, 3M and has worked in a multi-national environment giving him exposure to multinational and multicultural environments. Andre started his career in the Heavy Manufacturing industry and spent 12 years in the corporate environment in various management positions. Andre has been employed in organisations such as Middelburg Steel and Alloys (now Columbus), Samancor, Eskom. Andre spent the last four years of his corporate career with 3M (S.A.) where the association with Tilla van der Walt –founder member of Novel Idea- started.
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National Call Centre Manager ,
Specialised Freight Services
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Customer Services Manager,
Numara
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Head of Knowledge Management,
The Carphone Warehouse
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Director,
Titanfive Holdings Limited
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We are busy putting together the agenda for Help Desk & IT Service Management World Africa 2009.
If you would like to participate as a speaker and present a paper please contact Lauren Dansky – Conference Manager on +27 (0) 11 516 4026 or email
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Target your market!
For details contact
Patrick on +27 (0) 11 516 4070 or email
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