Resume

Quality Assurance Sales

Location:

BC, V7W 1W9, Canada

Salary:

115000

Posted:

March 07, 2012

Contact this candidate

Resume:

Callen Francois van den Broeck

Profile and Objective

An innovative, result oriented professional, infused with passion and eager to utilize extensive and progressive business skills and knowledge coupled to astute business acumen gained in IT, Operations, Sales, Project Management, Supply Chain, Command/Call Center, Strategic Planning and Financial Management.

Summary of Qualification Highlights

• Progressive Management growth to Director level – over 20 years.

• Multi-disciplined cross functional Management experience in medium and large

Technology companies – 5 departments.

• Researched, planned and executed the successful creation of redundant Disaster Recovery Center that included off shore offices for Call Center, Software Development and Marketing – completed in 4 months with savings of over 24%.

• Created supply chain infrastructure for largest VAR Compaq South Africa that included stock control system selection.

• Competent understanding and knowledge of hardware, software development,

networking.

• Organized team leader capable of creating order out of chaos and thrives in

chaotic and pressure situations.

• Recognized for customer centric attitude with ability to build and motivate cooperative teams that function at optimum performance.

Major strengths

• Management • Leadership • Interpersonal skills • Organizational • Planning

• Motivational • Problem solver • Mentoring • Strategic thinker • Keen negotiator

• Creator of order out of chaos • Make things happen attitude

Work history

Opportunity discovery South Africa

January 2011 - current

Currently seeking an exciting opportunity in the corporate environment to utilize my extensive skills and expertise to the benefit of all role players.

Executive Consultant South Africa

March 2008 – December 2010

Company profile - E-commerce payment processor providing fully integrated payment and authentication services and solutions to leading internet merchants.

Position Held: Executive Consultant

Following the tenure as Managing Director of Citadel Commerce Africa (PTY) Ltd. and the temporary cessation of the growth strategy for Africa and subsequent restructuring, I continue, on a Consultant basis, to promote and support the sale of the BlueTooth CryptoPay® device (a robust, affordable pinpad that facilitates secure, short range wireless (BlueTooth®) connections to mobile phone applications) into the South African and African marketplace. This, after having created and deployed all the required infrastructure, processes and procedures to support this initiative such as; sales; pricing models; customs clearance and freight agents; storage; shipping; warranty/returns; accounting; stock control and channel partners.

Citadel Commerce Africa (PTY) Ltd Johannesburg, South Africa

March 2007 – February 2008

Company profile - E-commerce payment processor providing fully integrated payment and authentication services and solutions to leading internet merchants.

Position Held: Managing Director, Africa

Work description

• Established Citadel Commerce Africa as a wholly owned subsidiary of Citadel Commerce Canada.

• Established banking facilities at all major banks for Citadel Commerce Africa.

• Created relationships with and negotiated pricing for supply chain and logistics company for import facility.

• Created relationship with local company’s to co-produce a mobile POS (Point of Sale) application that is a world first – Mobile BlueTooth application for credit and debit card use.

• Managed the development project and process to the finalization of the final commercialization of the product/s.

• Created pricing models and structure for various solutions.

• Created collateral for marketing, end user and technical aspects of the solution.

• Prepared solution and structures for post sales support country wide. Negotiated SLA’s with support companies.

Reason for change: Due to the UIGEA (Unlawful Internet Gambling Enforcement Act) signed in September 2006 by the USA government and the ensuing legalities, Citadel Commerce has been radically downsized (from over 130 to less than 10) due to the cessation of US citizens online gaming revenues, Citadel’s legal expenses and the seizure and confiscation of in excess of $11M of Citadel’s monies. This resulted in the African expansion plan being placed on hold until the revenues can be grown again. The initial fixed term contract has also expired.

Company size: 1 plus 3 partner companies in excess + 200 employees

Company revenue: >R10M

Reported to: President

Total staff responsibility: 3 partner companies in excess + 200 employee

Budget: >R10M

_______________________________________________________________

Citadel Commerce Corporation Vancouver, Canada

May 2005 – February 2007

Company profile - E-commerce payment processor providing fully integrated payment and authentication services and solutions to leading internet merchants.

Position Held: Director, Operations

Work description

• Managed organizational operations and systems infrastructure by directing and co-ordinating activities consistent with the companies established, goals, objectives, and policies. Through several subordinate managers; exercised the management functions for the following organizational units; Operations, Finance, Merchant Services, IT, Call Centre and Fraud and Risk. Created and deployed multiple operational policies and procedures. Prepared financial and operational analyses and reports; audited procedures to monitor and improve efficiency in Operations.

• Managed and mentored a team of over 50 people through 5 direct Managers.

• Set, monitored and controlled departmental budgets (>$2M) in accordance with approved budget.

• Developed and deployed group Disaster Recovery Process and Plan (DRP) with full real time redundancy at two Data Centers.

• Planned, staffed and deployed remote geographical office in Costa Rica that consisted of Call Center, redundant DRP site and software development capabilities with related cost savings of 24%.

• Negotiated new contracts with 3rd party providers with savings realized in excess of 40%.

• Maintained, nurtured and maximized effective relationships with financial and technology partners and suppliers.

• Managed customer and Merchant expectations and service delivery.

• Re-engineered business processes and procedures for operational efficiency –formalised, documented and assigned accountability for tasks thereby preventing costly errors – savings in excess of 32 % achieved. Change Control Request (CCR) as an example.

• Recruited technical and non-technical team members for various roles.

• Created, conducted and managed performance reviews for each team.

• Collaborated with Executive Management team to ensure effective support and improvement of diverse solutions provided to customers.

• Ensured all changes to processes were communicated, documented and implemented through established methodology and communicated effectively to Operations.

• Identified deficiencies within Operations with the purpose of developing and implementing enhancements and improvements.

• Communicated on a regular basis with staff, on objectives, priorities, targets, plans, accomplishments and accolades.

• Responsible for continuous cost reduction, process improvement and problem resolution.

• Collaborated with department heads that ensured effective support of all software applications. Worked with Software development and Quality Assurance (QA) teams to ensure ongoing stability of new releases and upgrades that included updates to mission critical applications.

• Provided leadership, direction, and decision making for Operations.

• Managed the assignment of resources; recruitment, selection, performance management and skills development of Operations employees.

• Produced regular status and other reports to Executive.

• Assisted with relevant related tasks and projects as assigned.

Achievement highlights

IT department highlights

• Planned and executed roll out for off site real time backups of 17 various databases of sizes ranging from Gigabytes to Terabytes.

• Planned and deployed Disaster Recovery Process.

• Investigated, planned and deployed geographically remote (Costa Rica) Disaster Recovery Center and replica redundant Data Center; included redundant Call Center and offices with staff.

Operations department achievement highlights

• Managed and negotiated 3rd party Service Level Agreements (SLA’s) with cost savings between 15% - 32%.

• Maintained a motivated workforce that operated in extreme pressure situations and trying circumstances.

• Created new reporting services derived from complex sources for internal and external customers.

Call Center department achievement highlights

• Created an improved working environment that improved employee retention by 36%.

• Planned and created improved Call Center agent resources such as application documentation that enhanced customer experience and problem resolution time.

• Reorganized structure that included trainer for specialized application training to Call Center agents and Merchant agents.

Finance department achievement highlights

• Ensured the control of over 70 international bank accounts managed for

Merchants were reconciled and balanced daily.

• Maintained a motivated workforce that operated in extreme pressure situations.

• Planned and implemented the complex migration from QuickBooks to Great Plains with resultant time savings and work load for all Finance team members.

Merchant Services department achievement highlights

• Grew department staffing resources that improved complex Merchant integrations and time to go live – improved from weeks per integration to days per integration.

• Planned and deployed new methodology for structured Merchant integrations and activation with measurable definition of a successful integration.

• Improved Merchant communication mechanisms, content and frequency.

Fraud and Risk department achievement highlights

• Improved interaction between Fraud and Risk department and other Operations departments by streamlining communication procedures.

• Optimized application system configuration to enhance security capabilities.

• Tightened application access controls for internal use resulting in improved stability and robustness of application.

Other/Software development and Quality Assurance (QA) department achievements

• Worked with Software developers and Quality Assurance (QA) teams to ensure ongoing upgrade (enhancement) stability and QA testing reliability solidity and functionality. Created replicated systems for pre deployment testing of all applications. This included stubs for various 3rd party vendor simulation testing. Utilised Soffront Defect Tracking, Bug Track, Agile, Waterfall, as some of the methodologies and tools in software development – hardware utilised was multi vendor platform and primarily HP and Cisco.

Reason for change: I relocated to South Africa from Vancouver (at the request of the President and Board) to establish Citadel Commerce Africa (PTY) Ltd as part of the global expansion plan. I relocated on a contract basis as opposed to an employee due to Canadian restrictions on employee benefits. I was requested to relocate based on my South African business knowledge and the success of my establishment of the Costa Rican subsidiary.

Company size: >130

Company revenue: >C$30M

Reported to: President

Total staff responsibility: 65 – 100 – depending on Call Center allocation

Budget: >C$2M

_______________________________________________________________

inow Technologies Vancouver, Canada

November 2001 – April 2005

Company profile - Provider of unique cost-reduction software and services for:

Applications - ERP, Rapid Application Development and BPO

Integrations - The HarmonizerTM and its Data Management tools and practice

Transformations - Rules based migrations of Legacy Systems to modern and

Open architectures

Regulations - New governmental regulatory compliance challenges

One of only 47 companies worldwide with Sun Microsystems™ Global Applications Provider status.

Position Held: Director, Canada

• Grew revenue to over CDN$20M from inception.

• Managed and led various Project Teams with diverse Application Development

and other customised software projects - within budget and on time. Example –

Trading System for Brokerage House to perform online trading.

• Established and implemented channel model and signed 5 Value Added

Resellers (VARS's) in 3 countries to represent the company.

• Coached and mentored VAR sales people in inow Technologies solution suite.

• Secured repeat order rate by 30% from largest VAR.

• Relevant responsibilities with regards Directorship and a growing business.

Reason for change: I departed the company after the two owners’ protracted litigation against each other following illegal diversions of money by the one owner. The company ceased operations in due course following the litigation procedures and costs involved.

Company size: >100

Company revenue: >$25M

Reported to: CTO

Total staff responsibility: dependant on individual projects run - generally +25

Budget: $10M

_______________________________________________________________

Unihold Business Solutions Johannesburg, South Africa

(ex Olivetti Information Technology)

May 1994 - April 2001

Company profile - Largest HP/Compaq VAR in the country providing complete business solution sales and support infrastructure.

Position held: General Manager – Enterprise Solutions

• Performed General Management role of over 40 team members with profit and loss, budgeting accountability for recruitment, motivation, performance monitoring, appraisals, career planning, training and interpersonal skills development functions. Divisions Managed included: Field Engineering, Internal IT, Command/Call Center – Help Desk, Procurement, Inventory Control, and Project Management.

• Accountable for pre-sales, procurement, integration, installation, handover and running of client solutions and infrastructure that included:

• Hardware – Compaq, IBM, HP, Acer, Cisco, Nortel, Dell, Lucent.

• Software – Microsoft, Oracle, Applix, CA Unicenter, Lotus Notes.

• Communication equipment • Networking • Cabling

• Implemented new accounting, order processing and inventory control systems.

• Initiated and implemented streamlined workflow processes and procedures

thereby minimizing errors and increasing profits.

• Coordinated communication and delegation of tasks between 4 national branches and decentralized warehouse.

• Negotiated contracts between various vendors and international suppliers.

• Managed and supervised field engineering and support operations governed by 24 x 7 x 365 Service Level Agreements (SLA) with stringent response conditions through Command/Call Center and Help Desk functions.

• Chairman of Employment Equity committee of 12.

• Handled over 10000 dial up users and corporate’s alike. Based around own VPN and major redundancy countrywide.

• Integration/installation – Staging, setup, burn-in of client order configurations of hardware, software and networking equipment. Installation at client site and hand over to client as ordered.

• Post Sales/Field Support (Engineering) – Support at various levels of on site client equipment and infrastructure. Uplift of manufacturers warranty conditions and support response conditions to client equipment/infrastructure failures bound by stringent Service level Agreements (SLA’S) of varying complexities on 24 x 7 x 365 basis.

• Project Management – project managed significant client orders from conception through to on site installation and hand over.

• Supply Chain and Inventory/Stores and Distribution – Improved inventory control and distribution processes and procedures enabling cost savings to the company and enhanced and client satisfaction. Enhanced all processes and procedures; streamlined for accuracy and delivery of client orders enabling improved receivable payment. Created secure warehousing and access controls. Implemented various processes and procedures to ensure tightened stock control for complex loan arrangements and revision level equipment. Maintained stock shrinkage to absolute minimums creating large cost saving sin excess of R1M each year.

• Negotiated supply contracts with companies in New York, Minneapolis, UK and France for the supply of new and used computer equipment and software.

• Developed and implemented new methodologies for daily administration, inter-divisional and financial processes resulting in reduced employee overheads, minimized errors and substantial cost savings in less than 3 months.

• Grew annuity stream revenue over 20% in 2 years through aggressive sales drive of services to new and existing client base backed by marketing campaign.

• Increased divisional profitability 22% by re-engineering 5 divisions; refocused objectives, encouraged staff communication with feedback and redefined reporting structures.

• Reduced infrastructure costs by 15% by implementing various initiatives –

Vehicle lease negotiation • Recovery of taxes • Sub lease of property

• Recovered over R150K in overpaid import taxes using innovative process in 1 year.

• Resolved mass employee resignations through keen negotiations and effective communication thereby saving over R125K in recruitment costs.

Reason for change: After many years of dealing with one specific USA based supplier and the respect and knowledge they gained from and of me, I was requested to join their company to run the Canadian and US west coast operations. This was a huge challenge in a new and foreign market place.

Company size: >800

Company revenue: >R130M

Reported to: Managing Director

Total staff responsibility: >75

Budget: >R12M

_______________________________________________________________

Bheki Computer Systems Johannesburg, South Africa

December 1985 - April 1994

Company profile - Second largest Digital Equipment Corporation and Compaq VAR in the country providing sales and service of full business solution set to end users.

Position held: Technical Services Manager

• Managed over 15 employees in Field Operations, Computer/Electronic Workshop, and Help Desk and accountable for profit and loss, budgeting, recruitment, motivation, performance monitoring, appraisals, career planning, training and interpersonal skills development functions.

• Created supply chain systems, processes and procedures for full cycle stock control. Complex systems were required to cater for specific revision level parts, loan parts and complete systems. Shouldered full responsibility and accountable for company stock holding in excess of R2M. Managed stock with negligible stock loss due to system processes and checks and balances.

• Financial accountability for Field Services division and electronic repair and refurbishment workshops. Also, Help Desk function and customer support division.

• Nurtured Vendor relationship with DEC and re-signed annual partner contract.

• Maximized work flow processes and control of workshop and field engineering operations with over 15 engineers and field technicians.

• Repaired diverse electronic and computer equipment that included:

Monitors, keyboards, processor boards, interface boards, power supplies,

control panels, disk drives and related equipment to component level.

Equipment varied from basic electronic equipment to 32 bit super computers.

Reason for change: I was approached by the Logistics Director of the largest VAR (Olivetti Information Technology) in the country to join the company as Logistics Manager. This, after it was acknowledged that I had performed a similar outstanding job at Bheki Computer Systems. They had just implemented a financial and stock system which was in a mess that required me to sort out which was successfully completed in 4 weeks.

Company size: >50

Company revenue: >R13M PA

Reported to: Managing Director

Total staff responsibility: >15

Budget: >R2M

_______________________________________________________________

Mercedes Datakor Johannesburg, South Africa

October 1981 - November 1985

Company profile - Largest independent IT company in the country that manufactured and sold and supported computer equipment, primarily banking related.

Position Held: Group Supervisor

_______________________________________________________________

ICL Computers of South Africa Johannesburg, South Africa

May 1978 – September 1981

Company profile - International Computers Limited - UK based IT hardware and solutions company.

Position Held: Senior Field Engineer

_______________________________________________________________

Education & Training

• Edenvale English Medium High School Johannesburg 1969 - 1973

o Matric (Grade 12)

FULL TIME study program - completed

• Atlas Aircraft Corporation of South Africa Johannesburg 1976 - 1978

o Diploma - Radio/Radartrician

FULL TIME study program - completed

• Damelin Business Management School Johannesburg 1993 - 1994

o Diploma - Business Management with MBA Credits

PART TIME study program – completed

• Institute of Commercial Management UK 1995 – 1995

o Diploma – Business Management and Administration