Juliet Govender

Fe Julieta Govender Cell: - 31 Dorchester Drive, Blouberg Cape Town South Africa 7441 - South African ID:- CAREER GOAL EDUCATION 72 Stiglingh Road, Rivonia, Sandton Johannesburg, South Africa 2128 Sandton Johannesburg Sandton Johannesburg To succeed in an environment of progress and excellence and be a part of a team that provides me career growth and self -development and help me achieve personal as well as organizational goals. 2020 – 2022 | Business Management and Entrepreneurship Program Attended: Harvard Executive Education, Harvard Business School (online) 1999 – 2001 | Bachelor of Commerce in Accountancy 2001 – 2004 | BSBA Major in: Financial Management (SAQA accredited NQF level 7) Attended: Colegio de San Juan de Letran, Manila Head of Operations | May 2021 – March 2022 bOnline LTD UK RESPONSIBILITIES: • Develop and drive strategy and operations to optimize the rapid growth of the business. Collaborate effectively with stakeholders, cross functional teams, and external vendors to solve problems, implement new reporting solutions, create operational efficiencies, and deliver successfully in line with high business standards. ACHIEVEMENTS: • Successfully developed and led these initiatives that resulted to an increase in company profitability assisting in securing external funding and investments:  WORK EXPERIENCE     CURRICULUM VITAE Delivered 316% increase in customer base in 8 month period (June 2021 to Feb 2022) Decreased overall churn rate from 57% in May 2021 to 16% in December 2021 Improved NPS from 2.3 in May 2021 to 36.1 in December 2021. Driven Product improvements using customer feedback and beta teams resulting to 78 product improvements from July 2021 to December 2021 Improved Trustpilot reviews score to 4.8 (highest in the UK) in September 2021 by driving CSAT initiatives PAGE 1 Fe Julieta Govender Director of Operations | October 2019 – June 2021 TooMuchWifi PTY LTD Cape Town WORK EXPERIENCE RESPONSIBILITIES: • • • • Develop and drive strategy and operations to optimize the rapid growth of the business. Collaborate effectively with stakeholders, cross functional teams, and external vendors to solve problems, implement new reporting solutions, create operational efficiencies, and deliver successfully in line with high business standards. Review financial information and adjust operational budgets to promote profitability. Lead Sales, Customer Service, and Network Operations productivity, performance and knowledge management center of excellence across business and geographical boundaries to drive value-focused outcomes. ACHIEVEMENTS:       Successfully developed and led these initiatives that resulted to an increase in company profitability: Delivered 187% increase in customer base for year 2020. CSAT drive – developed and managed Customer Satisfaction surveys focusing on Net Promoter Scores and churn indicators to actively influence customer experience. Customer Loyalty Campaign – active outbound campaign to engage with existing customers to strengthen customer relationship, drive account upgrades, gather referrals, and identify branding opportunity. Multi-Dwelling Units Campaign – developed and lead Multi-Dwelling units package on a lower price point to drive retention and new customer sales. Customer Outreach Program during COVID-19 lockdown – developed and lead the program to engage with customers that were financially impacted by the pandemic to manage churn rate and improve customer experience. Successfully transitioned Sales and Customer Support teams to virtual deployment during COVID-19 lockdown without halting operations to ensure that customers are supported during business hours. Manager - Devices, Digital, and Alexa Support | January 2019 – October 2020 Devices, Digital, and Alexa Support Advanced Technical Team Amazon, Cape Town RESPONSIBILITIES: • Drives site performance to exceed site goals and network results by monitoring performance, identifying and resolving problems, developing operational strategies, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs. ACHIEVEMENTS:  Managed overall performance of CPT through multiple KPIs resulting to improvement in ranking vs 16 global sites (from rank 14 in January 2019 to rank 5 in October 2020. CURRICULUM VITAE PAGE 2 Fe Julieta Govender Group Manager | October 2017– December 2018 North America Consumer Services Amazon WORK EXPERIENCE RESPONSIBILITIES: • Responsible for the overall performance and operational delivery of teams, worked with key support functions such as Global Capacity Planning and Network Quality Assurance Team to review performance trends and opportunities to take continual action in improving the service level and quality of performance on these business units: o Prime Now Service Team (North America) o Concession Abuse Prevention (North America and Canada) o Price Match Team (North America and Canada) o Amazon Locker Delivery Team (North America) ACHIEVEMENTS:  Spearheaded VCS-ZAF project (Virtual Customer Service South Africa) in 2017  Trained and lead leadership teams during 2 international assignments to open Amazon’s first internal Customer Service and Advanced Technical Support site in Asia. Customer Service Manager | September 2016– October 2017 North America Consumer Services Amazon RESPONSIBILITIES:  Led towards the development of customer service strategies, policies and procedures by driving Process Improvement. ACHIEVEMENTS:  Successfully delivered a Concession Reduction Network project by producing a decrease on concession expense of 38% for North America Operations Head – Call Centre and Training | September 2015 – September 2016 Call Centre Operations and Business Development ELTEL South Africa Sandton City Towers, Sandton, Johannesburg RESPONSIBILITIES: • Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis. Managed the Leadership Team to deliver operational plans and business KPIs • • ACHIEVEMENTS: • Successfully developed and led these initiatives that resulted to increase in company profitability: o Contract renewal campaign – Drove contract renewals for Vodacom customers through customer offers according to profile resulting to increase in contract renewals for 1st and 2nd Quarter of 2016. o Led the business in securing their first International Campaign with a UK ISP client. Dave Govender FeTELEJulieta Govender -INTERVIEWER: UNDERWRITING Retentions Manager | July 2010 – September 2015 UK Customer Service, Customer Retentions, Billing, New Accounts Call Centre International, 4 High Street, Umhlanga Ridge WORK EXPERIENCE RESPONSIBILITIES: • • • • Influence and drive operations at both a tactical and strategic level, by leading, performance managing, developing and motivating Retentions Teams. Manage short-term and long-term retention plans to improve churn rate and increase campaign profitability. Develop and manage customer retention strategies, performance metrics, compensation, and incentives. Provide Salesforce Operational Support and training to CS and Retention Teams. ACHIEVEMENTS: • Successfully developed and led these initiatives that resulted to increase in company profitability: o Contract renewal campaign – Drove contract renewals for TalkTalk customers through customer offers according to profile resulting to 63% increase in contract renewals for the year 2012. o CSAT drive – developed and managed Customer Satisfaction surveys focusing on Net Promoter Scores and churn indicators to actively influence customer experience. o Account upgrade campaign - – Drove LTE to Fibre account upgrades for TalkTalk customers through customer offers according to profile resulting to 52% increase in contract renewals and 44% increase in Fibre accounts for the year 2014. Performance Coach | September 2008 – April 2010 Data Processing, Banking and Finances HSBC Bank PLC, UK Department - Manila Centre Led and developed HSBC Direct associates in delivering business objectives, sales and service targets through HSBC UK structural approach. Ensures reports are complete with accurate assessment and comprehensive analysis of raw data, Initiate and conduct trend analysis to identify varied operational issues to address areas for improvement to meet excellent banking service. Acts as a compliance officer by assisting the implementation of Group compliance policy by containing compliance risk in liaison with the Global compliance culture and optimizing relations with regulators (FSA) Communicates with the business area and the operations. Maintaining positive relationship with operation leaders to ensure long term success of the GSC. Financial Service Associate | February 2007 – September 2008 Data Processing, Banking and Finances (United Kingdom) HSBC Bank PLC, UK Department - Manila Centre, Philippines CURRICULUM VITAE VITA CURRICULUM PAGE 42 PAGE 4 DaveGovender Govender Fe Julieta TELE-INTERVIEWER: UNDERWRITING Product Knowledge Specialist – Level 2 | February 2005 – February 2007 ePerformax, Manila Centre, Philippines PayPal, an eBay company \ Treasury Officer | October 2003 – March 2004 Treasury Operations Division PBCom Bank, Manila Philippines ● AHT Reduction through process re-alignment in HSBC UK Direct, August 2009 ● Member Migration for AOL broadband, October 2012 ● Chat Integration for TalkTalk, November 2013 ● International Account Expansion for ELTEL, January 2016 (Project Lead) ● Amazon Network Concession Reduction, January 2017 (Site Project Lead) ● International Assignment for 2 Amazon sites opening in Asia, March 2018 (Project Lead) PROJECTS HANDLED       REFERENCES CURRICULUM VITAE VITA CURRICULUM ● Prime Day Global, July 2018 (Country Lead) ● Amazon Network Concession Reduction, August 2018 (Global Project Lead) ● GAAM+Amazon Global Mental Health initiative, May 2019 (Global Project Lead) ● TooMuchWiFi Network expansion – Southern Coast, February 2020 (Project Lead) ● TooMuchWiFi Leadership training series, March 2020 (Project Lead) Entrepreneurship in Emerging Economies (Harvard Executive Education), February 2021 ACES: Amazon Process Improvement (Amazon, Cape Town), July 2017 Amazon roots - Leadership and Diversity (Amazon, Seattle, USA) November 2016 Call Centre Management (Vodacom, Johannesburg) November 2015 Call Centre Management (SETA, Durban) March 2013 Six Sigma Green Belt (HSBC Development Centre- Manila, Philippines) March 2009 ● Kevin Taylor, Director – CPM International, Barcelona, Spain, Contact: - ● Meena Thomas, Worldwide Expansion Manager, Amazon Customer Service - ● Rudy Chetty, Head of Delivery – Tech Mahindra, Contact: -, - PAGE 52 PAGE 4