Joel Mark Buffiet

PROJECT MANAGER / OPERATIONS MANAGER / MANAGER

Athlone
Cape Town
South Africa, 7764
Willingness to relocate: Yes / Mobile: 081040 1625

Code 8 Drivers License
SA Citizen

Summary

Highly organised and can have several projects on the go at the same time.
Systematic and have an eye for detail.
Knowing how to make things happen by finding the right people for the job, giving clear briefs and enabling them to deliver the best results within the required timeframes.
Solving problems and respond well to a challenge.
Energetic and enjoy working in a competent and motivated team

Sectors of Experience

Marine, Finance, Government and Call Centre

Key Competencies

ISO 9001: 2015 (Audits and compliance)

5S Service Excellence Audits and compliance

SAP

Project management skills.
Interpersonal skills and team oriented.

Always looking to create more effective ways of completing projects and keeps up to date with changes to technology and ways of working.
Able to take responsibility and ownership of tasks and conscientiously see them through to completion.
Ability to support multiple people and cope with competing work scopes.

Professional Experience

Viking Life Saving Equipment — Paarden Eiland / January 2015 to Present

Sector of Experience: Marine / Engineering

MANAGER

Responsibilities include (but are not limited to):

Manage the operational activities of the area to support and contribute to the company strategic plan and long term strategy.

  • Develop and maintain systems to ensure client service level agreements are adhered to at all times.
  • Develop and maintain relationship with client contact persons and accounts person.
  • Conduct site visits of allocated sites and report on activities, results and recommendations.
  • Manage delivery of service of equipment across various sites.
  • Manage availability and condition of site equipment
  • Manage the entire start up process of all new projects to include staff recruitment, induction, work schedules etc.
  • Control and management of company assets.
  • Manage area performance against agreed targets and budgets, and within policies and standards.
  • Manage direct expenses and overheads, and all factors affecting the profitable performance of all work scopes.
  • Achieve monthly non contractual revenue targets;
  • Maintain existing customer base and ensure up selling on existing service scopes.
  • Manage all staff reporting to this position so as to effectively recruit, train, evaluate, motivate, delegate and monitor their activities.
  • Manage Industrial relations in area;
  • Manage staff scheduling to include monitoring of time and attendance, leave schedules, overtime etc. Implement cleaner work schedules and evaluate and manage performance
  • Adhere to company policy and procedures and ensure to maintain health and safety requirements on sites, keep safety file up to date when new documents become available.
  • Ensure the staff is trained on Health and Safety as required by the OSH.
  • Manage the operational activities of the area to support and contribute to the company strategic plan and long term strategy.
  • Adhere to company policy and procedures.
  • Ensure to maintain health and safety requirements on sites, keep safety file up to date when new documents become available. Ensure the staff is trained on Health and Safety as required by the OSH

Knowledge, skills, abilities and personal characteristics:

  • Good business sense
  • Energetic
  • Staff motivation
  • Excellent communication skills; both verbal and written
  • Excellent interpersonal skills; very comfortable working as part of a team
  • Self-motivated

Reason for leaving: Family time is currently affected due to demands of the industry.

City of Cape Town Local Government — Cape Town / June 2010 to December 2014

Sector of Experience: Local Government / Finance

LINE MANAGER

Co-ordination and controlling departments administrative functionality in adherence to policies, procedures, applications, systems and controls to facilitate and support the recording, updating, circulation and maintenance of information to and from the department with regards to various administrative activities for internal and external customers.

Manages the customer care and correspondence team for the Valuations Department, with an external customer base of over 900 000 property owners with a customer based internal to the department of some 150 staff, as well as to the City of Cape Town (including the CFO, City Manager’s office, Executive and Deputy Mayor’s offices

Duties:

  • Supported the coordination and control of the administrative functions in districts and departments.
  • Advising district personnel on relevant policies, processes and administrative procedures/ systems
  • Supervised and controlled the work allocation, including verifying and correcting documentation
  • Drafting of documents, presentations and guidelines
  • Developed and maintained databases
  • Overseen record management processes
  • Investigation and responding to queries and complaints

Summary of accomplishments within workflow planning and productivity:

  • I have implemented a completely new and revised workflow process, which increased departmental productivity.
  • Decreased turnaround times
  • Redefined and complete new service level agreements (internally and externally)

(I believe you cannot meet external SLA’s if there are no internal SLA’s in place.)

  • Radical reduction of backlogs.
  • Redefined reporting methods.
  • Creation of accountability within a department, amongst all silos.
  • Co-ordinated and controlled the departments administrative functionality in adherence to policies, procedures, applications, systems and controls to facilitate and support the recording, updating, circulation and maintenance of information to and from the department with regards to various administrative activities for internal and external customers.

Reason for leaving: Better prospects

First Call Communications — Cape Town
Sector of Experience: Call Centre / Finance / February 2007 to May 2010 / June 2010 to Dec 2014

CALL CENTRE MANAGER

As a Contact Centre Manager I made the most effective and efficient use of First Call Communication staff and technology resources. Utilizing a range of metrics to monitor, analyze and planned improvements to the contact centre performance. To meet these responsibilities, I needed to be a combination of expert service provider, coach, trainer, mentor, motivator and manager.

I was also responsible for the daily operational activities of the contact centre, including effective resource planning, problem solving alongside team leaders and Operations Manager, and working with the Reporting team to obtain key statistics and data.

Duties:

  • Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintained and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Preparation of call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintained equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintained professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Reason for leaving: Company Closed

EDUCATION
Matric / Grade 12 (1994) / Project Management (2012)
Windsor High School - Cape Town / Cape Peninsula University of Technology
REFERENCES
Elizabeth Laing / Vida Naude
Manager (COCT) / Line Manager (COCT)
084 400 5118
/ 083 309 1149

1

Joel Buffiet

+2781 040 1625