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Waseem BERGSTEDT

@waseembergstedt

16 years Managerial & Training experience with CRM & SaaS tools, with success in Corporate B2B settings. Both National & International experience

South Africa

Message

What I'm looking for

I am seeking a senior role in sales, operations, or data analytics to lead teams and drive impact using Power-BI, CommCare, Salesforce, and Excel. With 15+ years of experience, I excel in innovative, collaborative settings, fostering stakeholder partnerships in health or B2B sectors. A culture valuing multitasking, resilience, and professional growth is key to delivering measurable results.

"I'm a Senior Manager in Operations, Strategy & Transformation with 15+ years of experience driving measurable results across health, logistics, and customer service sectors. My core value lies in transforming fragmented operations into unified, data-driven engines of efficiency—like reducing missed-appointment rates by 50% at TB HIV CaRe through process redesign and digital integration (CRM, Power BI, WhatsApp API).

I specialize in:

✅ Multi-site operations: Managed national call centers (126+ seats), optimized logistics for 1,200+ participants/staff, and coordinated crisis responses for 200+ monthly alerts.

✅ Digital transformation: Expertise in ConnexOne CRM, data analytics (Excel, DHIS2, Tier.net), and workflow automation.

✅ Stakeholder collaboration: Negotiated MOUs with faith/education/government partners to expand service access.

✅ Team leadership: Rapidly upskilled teams via micro-training programs and performance dashboards, achieving 95% QA scores.

My achievements are rooted in hands-on leadership, lean process engineering, and analytical rigor—merging field data into executive reports for informed decision-making. I hold certifications in Monitoring & Evaluation, Data Quality, and HIV Counselling (LifeLine, Global Health e-Learning). I have success and experience in Corporate B2B enviroments.

I’m driven to leverage my skills in strategic operations, crisis management, and cross-functional collaboration to add tangible value. Eager to join organizations where transforming complexity into sustainable growth and resilience matters."

Experience

Work history, roles, and key accomplishments

Current

Call Center Operations Coordinator

Current

TB HIV Care

Oct 2022 - Present (2 years 10 months)

Led B2B stakeholder negotiations and designed data-driven processes that reduced missed appointments by 50% and optimized supply chain logistics for 1,200+ participants.

Stakeholder Management Data Analysis Supply Chain Optimization Training Delivery Excel Power BI Route Planning Reporting

Current

Call Center Operations Coordinator

Current

TB HIV Care

Oct 2022 - Present (2 years 10 months)

Led B2B stakeholder negotiations and multi-district operations, designing data-driven processes that reduced missed appointments by 50% and optimized supply chain logistics for 1,200+ participants. Delivered executive analytical reports and ran multi-day trainings to upskill teams in digital tools and consumer engagement.

Stakeholder Management Data Analysis Power BI Training Facilitation Supply Chain Optimization Reporting CRM Process Design

Current

Call Center Operations Coordinator

Current

TB HIV Care

Oct 2022 - Present (2 years 10 months)

Led B2B stakeholder negotiations and secured operational agreements to enhance service delivery; designed data-driven processes that reduced missed appointments by 50% and optimized logistics for 1,200+ participants.

Stakeholder Negotiation Data Analysis Excel Power BI Training & Facilitation Supply Chain Optimization Route Planning Reporting

Current

Call Center Operations Coordinator

Current

TB HIV Care

Oct 2022 - Present (2 years 10 months)

Led B2B stakeholder negotiations and designed data-driven processes that reduced missed appointments by 50%. Optimized supply chain logistics for 1,200+ participants and delivered executive analytics to inform strategic decisions.

Stakeholder Management Data Analysis Supply Chain Optimization Training & Facilitation Excel Power BI Route Planning Reporting

Current

Call Center Coordinator

Current

TBHIVCARE

Apr 2020 - Present (5 years 4 months)

At TB HIV Care, I supervised diverse teams (nurses, educators, managers), securing R750,000 in sponsorships and expanding into student accommodations. Using Power-BI, CommCare, and Excel (VLOOKUP), I reduced missed appointments by 50% and improved program efficiency by 12%. I optimized logistics, facilitated training on ConnexOne, and supported all departments, mastering operations.

Facilitation Negotiation Numerical Data Forecasting Written And Verbal Communication Supply Chain Management Data Analysis Site management Systems Case Management Conflict Management Quality Assurance Quality Improvement

Monitoring & Evaluation Data Capturer

TB HIV Care

Apr 2021 - Sep 2022 (1 year 5 months)

Developed and maintained databases for consumer health metrics achieving zero data duplication and produced trend reports that informed program quality improvements.

Data Entry Database Management Excel Power BI Data Quality Assurance Reporting On site Coaching

Monitoring & Evaluation Data Capturer

TB HIV Care

Apr 2021 - Sep 2022 (1 year 5 months)

Developed and maintained consumer health databases achieving zero data duplication and produced trend reports that informed program quality improvements. Provided on-site coaching to outreach teams to enhance data accuracy and consumer understanding.

Data Extraction Database Management Excel Power BI Reporting Data Quality SQL Coaching

Monitoring & Evaluation Data Capturer

TB HIV Care

Apr 2021 - Sep 2022 (1 year 5 months)

Developed and maintained consumer health databases achieving zero data duplication and generated trend reports that informed program quality improvements. Provided on-site coaching to outreach teams to enhance data accuracy and field understanding.

Database Management Data Entry Data Cleaning Excel Power BI Reporting On site Coaching

Monitoring & Evaluation Data Capturer

TB HIV Care

Apr 2021 - Sep 2022 (1 year 5 months)

Developed and maintained program databases to achieve zero data duplication and produced trend reports that informed quality improvements and business decisions.

Data Entry Database Management Excel Power BI Data Analysis Monitoring & Evaluation Reporting On site Coaching

Call-Centre Sales Campaign Manager

Quindell BPOSA

Jan 2013 - Jan 2016 (3 years)

Managed a 126-seat B2B and B2C sales operation, consistently exceeding sales KPIs and implementing process improvements that reduced costs and improved customer satisfaction. Built advanced Excel performance dashboards to enable data-driven evaluations and incentive management.

Sales Management Team Leadership Excel KPI Management Client Negotiation Performance Dashboards Process Improvement

Call-Centre Sales Campaign Manager

Quindell BPOSA

Jan 2013 - Jan 2016 (3 years)

Managed a 126-seat B2B/B2C sales operation, consistently exceeding sales KPIs and implemented advanced Excel dashboards to drive performance and incentives.

Sales Management Performance Dashboards Excel Client Negotiation KPI Optimization Team Leadership Process Improvement

Call-Centre Sales Campaign Manager

Quindell BPOSA

Jan 2013 - Jan 2016 (3 years)

Managed a 126-seat B2B and B2C sales operation, consistently exceeding sales KPIs. Built advanced Excel performance dashboards, negotiated with clients, and implemented process improvements that reduced costs and improved customer satisfaction.

Sales Management Performance Dashboards Excel Client Negotiation KPI Management Process Improvement Team Leadership B2B Sales

Call-Centre Sales Campaign Manager

Quindell BPOSA

Jan 2013 - Jan 2016 (3 years)

Managed a 126-seat B2B/B2C sales operation, consistently exceeding sales KPIs and implementing Excel-based performance dashboards to drive incentives and process improvements.

Sales Management KPI Tracking Excel Performance Dashboards Stakeholder Negotiation Process Improvement B2B Sales Team Leadership

Team Manager

CCI

Jan 2007 - Jan 2011 (4 years)

Led a 35-agent high-volume B2B sales team achieving a 95% quality assurance score and reduced average handle time by 18% through workflow optimization. Maintained team cohesion via coaching and conflict resolution.

Team Management Quality Assurance Process Optimization Data Analysis Coaching Conflict Resolution Call Centre Operations AHT Reduction

Team Manager

CCI

Jan 2007 - Jan 2011 (4 years)

Led a 35-agent high-volume B2B sales team to a 95% quality assurance score and reduced average handle time by 18% through process optimization.

Team Leadership QA Management Process Optimization Data Analysis Call Centre Operations Conflict Resolution Performance Coaching

Team Manager

CCI

Jan 2007 - Jan 2011 (4 years)

Led a 35-agent team in a high-volume B2B sales environment, achieving a 95% QA score and reducing average handle time by 18% through process optimization.

Team Leadership Quality Assurance Process Optimization AHT Reduction Conflict Resolution Coaching Sales

Team Manager

CCI

Jan 2007 - Jan 2011 (4 years)

Led a 35-agent B2B sales team to a 95% quality assurance score and reduced average handle time by 18% through workflow optimization. Maintained team cohesion and delivered consistent performance via coaching and conflict resolution.

Team Leadership Quality Assurance Process Optimization Data Analysis Customer Service Conflict Resolution

Education

Degrees, certifications, and relevant coursework

SETA Services

Grade 12, Business Administration Services

Activities and societies: Certifications: Monitoring & Evaluation Fundamentals — Global Health e-Learning Centre (2022); Data Quality & Data Use for Programme Managers — Global Health e-Learning (2021); HIV & AIDS Counselling — LifeLine (2020); Finger-Pricking & Blood Sample Collection — LifeLine (2020).

Completed Grade 12 in Business Administration Services (NQF Level 2 - SETA Services) in 2008, noted as equivalent to a National Diploma with a focus on commercial and business operations.