I have more than 20 years' experience within customer service industries both in Africa and Europe. I have extensive knowledge and experience in the Contact Centre and ICT environments from a Workforce Management, PreSales Engineering, Education Facilitation, Implementation and Operational perspective. A dedicated and results-driven professional with a highly successful background in the Contact Centre Industry. This experience has led me to believe it is important to face all challenges as potential opportunities. I am very customer centric and build solid relationships with customers, built on honesty, a drive for operational excellence and strategically aligned outcomes. I currently fulfill the Head of Workforce Management role at Merchants, where our workforce management practice, leverages a hybrid of best-in-class methodologies to identify the optimal efficiency solution for our customers. My expertise and responsibilities lie within Workforce Management Development, Optimisation and Planning; as well as contact centre processes and management / business information. I possess excellent interpersonal, communication and negotiation skills and the ability to develop and maintain mutually beneficial internal and external relationships.