Section label
Curriculum Vitae
Strategic and resilient Operations Executive with over 20 years of leadership across multi-sector environments including fuel, retail, real estate, BPO, and startups. I have a proven record in driving growth, optimizing performance, managing risk, and building high-output teams. I adept quickly at customer relationship strategy, compliance management, and operational transformation. I excel in a fast-paced, high-pressure environments, leveraging data, people, and systems to deliver measurable impact.
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Core Skills & Competencies
Multi Talent
Strategic Business Operations
Multi-Site Management
Call Center & Escalation Leadership
Customer Experience Optimization
Budgeting & Cost Efficiency
HR & Talent Management
Project & Crisis Management
Training & Leadership Coaching
Digital Transformation
Data-Driven Decision Making
Risk & ISO Compliance
AI-Enhanced Operations
Languages
English (Fluent – Spoken & Written)
Afrikaans (Proficient – Read & Write)
Work Experience
Founder & Operations Manager
Sunny Bunns – Poultry & Savoury Retail | Johannesburg, SA | 2022 – Present
Founded and scaled a local retail brand, delivering farm-style chicken and
handcrafted savouries. Implemented AI tools for lean logistics, cost reduction, and customer
segmentation. Oversaw procurement, inventory, customer experience, and digital brand
building. Maintained profitability and growth while catering to cost-conscious urban
markets.
General Manager – Multi-Site Operations
Impeccable Properties / Uzaza Trading / Vooma | Johannesburg, SA | 2017 – 2022
Managed daily operations across fuel stations, residential rentals, and
factories. Directed HR, recruitment, cash control, compliance, training, and system
monitoring. Led business expansion, increasing profits 4x over 3 years via strategic
reorganization. Drove SOP design, dashboard reporting, and team KPIs to maximize
throughput.
Founder & Corporate Trainer
IBSS-Online | Johannesburg, SA | 2014 – 2015
Launched business offering training in customer service, and leadership
development. Delivered training to clients in various industries with positive turnaround
results. Received accolades for business excellence and high post-training
performance rates.
General Manager
Strive Software International | Johannesburg, SA | 2010 – 2011
Oversaw client support, data recovery, data analysis, and helpdesk
performance. Managed SQL-based reporting tools, CRM data, and internal stakeholder
presentations. Identified bottlenecks and optimized workflows, increasing support ticket
efficiency.
Escalations Manager → CRT Manager → Team Leader
Sykes Enterprise (HP Account) | Johannesburg, SA | 2004 – 2010
Managed a high-performance call center handling 350+ customer calls/day.
Improved SLA compliance to 92–100%, reduced escalations, and ensured
ISO alignment. Developed and executed retention and coaching frameworks across multiple
shifts. Facilitated daily reporting, scorecard reviews, and conflict resolution
strategies.
Education & Certifications
Highest standard passed: NQF Level 5 – ITVasity
Additional Certifications
First Aid Level 1 – SA Training Services
30+ Internal Certifications
Customer Service, Compliance, Systems, and Management Systems
Technical Proficiency
CRM & ERP Tools: Salesforce, HubSpot, Zoho, SmartFuel
Data & Systems: SQL, Web Admin, MS Excel, Microsoft 365 Suite
Project Tools: Teams, SharePoint
Finance Software: POS platforms
Coding Tools: Visual Studio, Github
AI Systems: ChatGPT, Lovable.dev, Deepseek, Canva, Replit, Firebase