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leon chinniah

@leonchinniah

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I lead service desk operations, improve ticket workflows, and train teams to meet customer service targets.

South Africa

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What I'm looking for

I'm looking to lead service desk or operations teams where I can improve processes, develop staff, meet service targets, and deliver strong customer outcomes in a high-pressure environment.

At Hemmersbach, I lead a service desk team, manage ticket routing and prioritisation, and ensure SLAs and customer satisfaction objectives are met. I streamline ticket handling, monitor progress, and resolve rescheduling risks to keep work on deadline.

I was selected by Hemmersbach to spend six months in India training more than 80 new staff. I also coach technicians, report on team performance and capacity, and maintain accurate customer and system information.

My background includes store, cluster, fleet, and operations management at Vodacom, Lovisa, AMR Fleet A Recovery, RNA Corporation, and International SOS. I bring experience in customer service, staff development, reporting, fraud checks, emergency-call coordination, and improving processing time by 30%.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Service Desk

Current

Hemmersbach GmbH & Co. KG

Jun 2019 - Present (7 years 3 months)

Leading a team of service desk agents, ensuring achievement of SLAs and customer satisfaction. Streamlined ticket handling processes and provided coaching to technicians.

Team Leadership Service Desk Management Customer Service Process Improvement ServiceNow 3CX Microsoft Office Problem Solving Reporting Data Analysis

Store Manager

Vodacom

Aug 2017 - Jun 2019 (1 year 10 months)

Managed store operations, staff, and customer service to achieve sales goals. Conducted fraud checks and resolved customer complaints.

Store Operations Staff Management Customer Service Sales Fraud Detection Complaint Resolution team training Scheduling Performance Evaluation

Cluster Manager

Lovisa

Jun 2015 - Aug 2017 (2 years 2 months)

Managed multiple store locations, overseeing staff recruitment, training, and performance. Acted as a liaison between internal teams, external partners, and customers.

Multi Store Management Staff Recruitment Training Performance Management Stakeholder Management Banking Budgeting

Fleet Manager

AMR Fleet A Recovery

Sep 2012 - May 2015 (2 years 8 months)

Coordinated fleet operations and managed job card distribution. Liaised with contractors, customers, and stakeholders to ensure efficient service delivery.

Fleet Operations Job Cards Stakeholder Management Coordination

Controller

RNA Corporation

Apr 2008 - Aug 2012 (4 years 4 months)

Managed stock control, ordering, and distribution. Planned routes and worked with auditors during audit processes, preparing detailed monthly reports that reduced processing time by 30%.

Stock Control ORDERS Distribution Route Planning Audit Reporting Data Analysis Process Improvement

Call Centre Representative

International SOS

Dec 2005 - May 2008 (2 years 5 months)

Responded to emergency calls and coordinated with police, ambulance, and fire services. Managed high-pressure situations, ensuring accurate and timely response.

Emergency Response Coordination Problem Solving