Experienced Information Technology Consultant and Customer Success Leader with over 20 years of expertise in IT, workflow automation, and AI-driven process enhancement. Proven ability to implement no-code/low-code solutions, streamline operations, and integrate AI tools across platforms to boost organisational efficiency. Adept at managing cross-functional projects and collaborating with technical and non-technical stakeholders. Passionate about leveraging technology to improve business outcomes and user experiences. Working remotely / hybrid.
AI Programme Management: Leading end-to-end AI project lifecycles from scoping to post-launch support
Agentic AI Systems: Practical experience using OpenAI, Yellow.ai, multi-agent orchestration and prompt design
Workflow Automation: n8n.io, Make, Botpress, Zapier, Tidio — automating complex business processes
Project Leadership: Cross-functional delivery in Agile, Scrum, and hybrid environments using Jira, Asana, Trello
Data Integration: API-driven workflows, ETL pipeline design, and CRM/platform interoperability
Client Stakeholder Engagement: Scoping, workshops, delivery communication, post-project evaluation
CRM & Customer Success: Managed 2,200+ engagements; proficient with Salesforce, HubSpot, Zoho
Technical Documentation: SOPs, delivery roadmaps, training manuals, performance reports
Business & Process Analysis: Capable of mapping customer journeys and designing strategic solutions.
Cross-Functional Collaboration: Successful partnerships with consultants, developers, and marketers.
Apr 2020 – Present
Lead delivery of AI and automation initiatives across diverse clients, managing scope, teams, and performance KPIs. Interfaces with stakeholders to define use cases, validate technical feasibility, and deploy scalable solutions using AI agents and workflow tools.
Nov 2001 – Present
Consulting companies worked with: Accenture Customer Relationship Management, Boston Consulting Group, McKinsey & Company, KPMG, Dimension Data.
Industry experience: Banking, Finance, Insurance (Short-term), Information Technology, Telecommunications, Retail (Distribution), Logistics (Road Transport), Motor industry, Mining, Manufacturing, Government, Education, Property (Realty), Construction, Technical Services.
Skills: Team Leadership & Training, HR Support & Reporting, Recruitment & Selection, Strategic Planning & Execution, Operations Management, Project Management, Financial Management, Policy Development, Business Planning & Growth, Process Improvement, Data Management, Customer Satisfaction.
2000 – 2001
Set up Electronic Data Interchange (EDI) links with various companies payroll and corporate clients.
Prepared daily management reports, using Cognos, Excel, and internal system reporting mechanisms.
Enhanced collections department efficiency through management, age analysis reporting and trend analysis.
1987 – 1999
Spearheaded integration of banking systems for streamlined operations when Trustbank amalgamated with Absa Bank.
Designed and implemented reporting tools, using a combination of Basic Cobol, Hogan, and Clipper (MS-Dos system) for executive-level decision-making purposes.
Plan the Project as a Business Analyst, Internal Training, 2013
Short Course: Project Management (PMP), Internal Training, 2012
Middle Management Training, Absa, 1999
Report Writing, Absa, 1999
Credit Control, Absa 1999
DStv Branch Channel Support, Absa 1999
Hogan Programming and Support, Absa 1999
Cobol Programming and Support, Absa 1999
Industrial & Organizational Psychology, Online, 2023
Collaboration & Emotional Intelligence, Internal Training, 2015
Advanced Training: HR Support, Recruitment & Marketing Analytics, Internal Training, 2008
Marketing Analytics & Retail Business Management, Udemy Online, 2023
Short Course in Marketing Management, Udemy Online, 2023
Coaching Business Plan – How to Start a Life Coaching Business, Online, 2023
Business Plan Playbook 2020, Internal Training, 2020
Write a 1 Page Strategic Business Plan, Internal Training, 2020
Agile Business Analysis, Internal Training, 2012
Business Analysis Fundamentals, Internal Training, 2012
Business Analysis Modelling Skills & Techniques, Internal Training, 2012
Conduct a Strategic Analysis using Business Analysis, Internal Training, 2012
Identify & Define the Problem with Business Analysis, Internal Training, 2012
The Complete Business Plan Course, Internal Training, 2008
Financial Modelling – Building a 3 Statement Projection, Internal Training, 2012
Introduction to Finance, Accounting, Modelling, Internal Training, 2012
Chatbot Tools (No-code): Attio, Tidio, Chatbot.com, Crisp, YourGPT AI Chatbot, TARS, Botsurfer, ManyChat, WotNot, Chatfuel, Yellow AI, Botpress, Botsify, 2023 – Present
Data Processing: HTML, CSS, JavaScript, React, 2020 – Present
CRM Tools: Salesforce, HubSpot, Zoho, HighLevel, 2020 – Present
Internet Web Development, Infoskill, 2001
Advanced Excel Techniques for Developers, Blue Dot Training College, 2001
Excel Advanced Formulas & Functions, Internal Training, 2001 – Present
Excel Charts Visualization Secrets for Impressive Charts, Internal Training, 2001 – Present
Excel Dashboards & Data Analysis Masterclass, Internal Training, 2001 – Present
Excel The Ultimate Programmer Course, Internal Training, 2001 – Present
Data Processing Certification (incomplete): Cobol Programming, Tshwane University of Technology 1986 – 1987, Completed with Absa Bank, 1992 – 1995
Asana (Agile/Waterfall/Hybrid PM), Trello (Kanban/Scrum), Jira (Agile/Scrum/Scaled Agile Framework)
WordPress, Wix, Joomla! Webflow, Squarespace, Weebly, GoDaddy Website Builder, Shopify, BigCommerce, Ecwid, Carrd, Strikingly, Tilda, Bubble, Glide, Notion (Website embeds), Bookmark, 10Web, Airtable, and various other open source platforms
Attio, Tidio, Chatbot.com, Crisp, YourGPT AI Chatbot, TARS, Botsurfer, ManyChat, WotNot, Chatfuel
Yellow AI, Botpress, Botsify, YourGPT AI Chatbot
Salesforce, HubSpot, Zoho, HighLevel, FluentCRM
Botpress, HighLevel, n8n.io, make
Learndash, LifterLMS, TutorLMS, LearnPress, and others
Lu.ma and others
Zoom, MS Teams, Google Meet, Webex, GoToMeeting, Skype, Slack
MS Office Suite, Google Suite and various other open source applications
Facebook, LinkedIn, Twitter, Instagram, YouTube Channels
Led multiple successful management and digital transformation projects.
Improved client satisfaction through innovative CRM solutions and efficient processes.
Acted as SME Development Lead, driving nationwide SME growth.
Implemented several internal and external customer support processes utilising client CRM systems, resulting in improved electronic customer engagement.
Facilitated several small- and large-scale technology projects that required management of multiple vendors and client personnel. Supervising the incorporation and execution of innovative technologies, as well as change management.
Completed all projects on time and within budget by leveraging interaction resources to support the organization’s performance management process.
Institute of Business Advisors (IBA), Member (2010 – 2020)
Bizco Consulting – Mentoring & Coaching.
Bramley Children’s Home, Groenkloof – Volunteer.
Professional CV Zone – Mentoring & Coaching.
SAVESA24.ORG – Volunteer & Website Maintenance.
English, Afrikaans (Fluent)