Open to opportunities

Lyndon Fredericks

@lyndonfredericks

Message

I lead global customer operations that strengthen enterprise client partnerships.

South Africa

Message

What I'm looking for

I'm looking to lead customer operations and client partnerships where I can improve customer outcomes, develop leaders, use data to drive continuous improvement, and build trusted relationships with enterprise stakeholders.

At 5CA, I lead multilingual customer support operations for a major global gaming publisher, partnering with executive stakeholders to improve customer outcomes, service delivery, and long-term client relationships. I guide a management team supporting approximately 150 Customer Support Specialists across global markets and use Power BI, Tableau, and operational data to shape strategic recommendations.

Across more than 12 years in customer operations, including roles at AWS, Nebula Group, EXL, and Merchants, I’ve led service delivery, customer experience, escalations, workforce planning, coaching, and continuous improvement. I believe exceptional customer experiences come from engaged people, strong partnerships, trust, transparency, and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

5CA

Oct 2022 - Present (3 years 10 months)

Lead operational delivery for a global customer support programme for a major gaming publisher, managing a team of Team Leads overseeing approximately 150 multilingual specialists. Build executive client partnerships through governance, strategic planning, and business reviews.

Customer Success Client Relationship Management Operational Leadership Governance Strategic Planning Client Business Reviews Escalation Management Root Cause Analysis Continuous Improvement Power BI Tableau Zendesk Salesforce Jira Workforce Planning KPI Management SLA Management

Team Lead

5CA

Jan 2020 - Sep 2022 (2 years 8 months)

Led a multilingual customer support team in a gaming environment, focusing on coaching, operational excellence, and performance management. Managed escalations and collaborated with QA, Training, and Workforce Management to improve service delivery.

Team Leadership Coaching Performance Management Customer Escalation Root Cause Analysis Quality Assurance Workforce Management Customer Satisfaction

Operations Manager

Nebula Group

Jan 2019 - Dec 2019 (11 months)

Managed shared support operations focused on financial administration, reporting, and process optimisation. Improved operational reporting and workflow efficiency through process optimisation.

Operations Management Financial administration Reporting Process Efficiency Stakeholder Management

Team Manager

Amazon Web Services (AWS)

Jan 2017 - Dec 2018 (1 year 11 months)

Managed customer service operations for a leading technology company, leading high-performing support teams and developing employees through coaching and performance management.

Team Management Coaching Performance Management Cross Functional Collaboration

Assistant Manager

EXL (Direct Line Group)

Jan 2017 - Dec 2017 (11 months)

Supported operational leadership within a motor claims environment, supervising daily performance and supporting recruitment, onboarding, and employee development.

Operations Supervision Recruitment Onboarding Employee Development Service quality

Customer Service Manager

Merchants (iiNet)

Jan 2013 - Dec 2017 (4 years 11 months)

Managed customer service and technical support operations in a telecommunications environment, leading teams and improving customer experience through coaching and process improvements.

Customer service management Technical Support Team Leadership Coaching Workforce Planning Process Improvement Recruitment Onboarding