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Vicki van Rooyen

@vickivanrooyen

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Customer support manager with extensive experience in team leadership and service improvements.

South Africa

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What I'm looking for

I seek a role that values leadership and fosters team growth and a healthy work life balance. I am open to part time or full time roles.

With over 20 years of experience in IT support and management, I have honed my skills in leading diverse teams and ensuring exceptional service delivery. My journey began as a Desktop Support Engineer, where I provided technical support to clients, and has evolved into my last role as a Support Manager at Jarrison Systems. Here, I successfully managed a remote team of support agents, implementing policies and procedures that enhanced team performance and service quality.

Throughout my career, I have been dedicated to fostering a culture of continuous improvement and professional development. I take pride in mentoring my team members, facilitating training programs, and implementing innovative solutions such as product training videos. My commitment to quality control and effective communication has consistently resulted in improved team performance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Support Manager

Jarrison Systems

Jun 2021 - May 2023 (1 year 11 months)

Managed a remote team of support agents, ensuring adherence to policies and procedures. Focused on coaching, mentoring, quality control, and project monitoring. Implemented training initiatives and improved time tracking for support queries.

Team Management Quality Control Coaching Project Management Freshdesk Reporting Training Development Policy Implementation

End User Computing Manager

Imperial IT

Jul 2015 - Dec 2019 (4 years 5 months)

Led a team of desktop staff, ensuring compliance with policies and continuous improvement. Managed training, reporting, and escalations while collaborating with other departments to enhance service delivery.

Team Leadership Compliance Policies Continuous Improvement Reporting Coaching Data Analysis Recruitment Quality Control

End User Computing Team Lead

Imperial IT

Jul 2013 - Jul 2015 (1 year 11 months)

Managed a team of desktop staff, ensuring adherence to SLAs and quality control. Focused on coaching, mentoring, and continuous improvement while managing escalations and roster planning.

Team Management SLA Coaching Quality Control Continuous Improvement ITSM ServiceNow

Front Office Team Lead

TFD Network Africa/Imperial IT

Jun 2009 - Jul 2013 (4 years 1 month)

Oversaw Helpdesk and Desktop staff, ensuring policy adherence and quality control. Managed reporting, coaching, and escalations while driving continuous improvement within the team.

Quality Control Coaching Reporting Continuous Improvement Procurement Asset Management IT Support

Customer Service Manager

Microsoft

Dec 2008 - May 2009 (5 months)

Managed customer service teams, focusing on COPC implementation and training. Ensured adherence to policies and SLAs while mentoring staff and analyzing performance data.

SLA Management Data Analysis Coaching Reporting Recruitment Performance Monitoring

Desktop Cluster Manager

Microsoft

Feb 2007 - Nov 2008 (1 year 9 months)

Led a team of desktop staff, ensuring policy adherence and SLA compliance. Focused on coaching, reporting, and mentoring while implementing COPC standards.

Team Leadership SLA Coaching Reporting Recruitment Data Analysis Performance Monitoring Mentoring

Desktop Cluster Supervisor

Microsoft

Apr 2006 - Jan 2007 (9 months)

Managed desktop team operations, ensuring adherence to SLAs and policies. Focused on continuous improvement and mentoring while handling technical escalations.