Juliano Sangiorgio

•Increased save conversion rate by over 300% up to 41% contributing to a reduction in voluntary churn and increasing revenues by 65% & Increased direct sales conversion rate by 50% up to 45% contributing to a increase in sales revenues of 30% •Leading teams to continuously achieve various metrics including, conversion rates, attachment rates, answer rates, service levels, AHT, NPS, TNPS, CSat and other internal KPIs

•Lead the SA organisations operational excellence program working in collaboration with our global delivery centres across SA and India. •Delivering comprehensive organisation and operational audits to identify areas of risk, weakness, strengths and opportunities. •Following through from the above point via the formulation of an operational excellence strategy with the resulting tactical action plans.

• Implementation and heading up of 750 sales, service and retention FTE’s across 6 sites (5 OSP’s & 1 in-house) delivering multiple sales and retention work streams • Implementation and management of our new customer upgrade, nursery, sales and retention teams • Implementation and management of sales and retention customer escalation teams to ensure all areas are both customer centric and focused on continuous improvement

Marketing and Finance