Keenan Johannes
@keenanjohannes
Account Manager and operations leader building US healthcare BPO workflows, QA systems, and automation tools.
South AfricaWhat I'm looking for
I oversee a portfolio of 20+ small-to-mid-scale US healthcare accounts at ISTA Solutions (US Healthcare BPO), keeping reporting cycles accurate at 95%+ while building KPI frameworks, QA protocols, and client-facing reporting.
I’ve created Tier 1 and Tier 2 personalised account Knowledge Bases for every account and produced onboarding training material packs that cut ramp-up time by ~40%. I also run WBR/MBR reporting with 100% follow-up completion and act as primary escalation point, closing issues in under 24 hours.
Beyond client operations, I independently designed AMflow—an AI-assisted, workflow automation tool that reduced WBR/MBR prep from 5–6 hours to under 10 seconds, and added a real-time, 4-dimensional client health scoring system used across BPO teams in the US, UK, Philippines, India, and Latin America.
Experience
Work history, roles, and key accomplishments
Account Manager
ISTA Solutions
Jul 2025 - Present (1 year 1 month)
Oversee a portfolio of 20+ US healthcare accounts, ensuring service delivery and client satisfaction. Developed account knowledge bases and onboarding materials, reducing ramp-up time by 40%.
Seconded Team Leader
Amplify5
Oct 2024 - Jul 2025 (9 months)
Administered team KPIs and implemented corrective action plans, recovering quality scores by 25% within 6 weeks. Acted as primary escalation point.
Senior Customer Service Executive
Amplify5
Jul 2024 - Mar 2025 (8 months)
Supervised customer service for Fortnum & Mason UK account, handling complex escalations. Reduced repeat contacts by 20% through process improvements.
Customer Service Representative
Capita
Jan 2023 - Jan 2024 (1 year)
Handled finance escalations, VAT requests, and retail support for Marks & Spencer UK in a high-volume contact centre.
Operated as L2 CSA Account Change Specialist and HBS Specialist, providing support on account security and troubleshooting. Served as SME and Rover for new hires.
Product Specialist
FNB
Jan 2016 - Jan 2018 (2 years)
Exceeded monthly branch sales targets across multiple branches. Responsible for FNB Connect sales and staff development.
Consultant
Quest & Kelly
Jan 2016 - Jan 2018 (2 years)
Assisted assigned company to achieve sales targets and KPIs. Adapted to changing company environments.
Hardware Specialist
Incredible Connection
Jan 2015 - Jan 2016 (1 year)
Specialist Sales Consultant covering customer care, digital hardware, gaming, mobile, and ISP telecoms. Maintained targets and KPIs.
Waiter
Mugg & Bean
Jan 2013 - Jan 2014 (1 year)
Took customer orders and delivered food and beverages. Assisted kitchen staff and performed cleaning duties.
Office Administration Assistant
Old Mutual
Jan 2011 - Jan 2012 (1 year)
Provided general office administration support including filing, data capturing, and answering incoming customer calls.
Education
Degrees, certifications, and relevant coursework
Northlink College
National Certificate (N4), Marketing Management
2013 - 2014
Completed N4 Marketing Management at Northlink College Tygerberg Campus.
Northlink College
National Certificate (N2), Civil Engineering
2011 - 2012
Completed N2 Civil Engineering at Northlink College Belhar Campus.
D.F. Malan HS Durbanville
Matriculation Certificate, General
Completed Matriculation Certificate at D.F. Malan High School in Durbanville.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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