I started my career in the South African Contact Centre Industry after completing an IMM (Institute of Marketing Management) and MBM (Marketing and Business Management) studies in 1995/1996. I joined the Automobile Associations Corporate Services Call Centre, promoted within six (6) months to the managed of 30 Contact Centre employees. Within twelve (12) months, I moved to the co- sourced BMW South Africa Contact Centre in 1997, employed as a Customer Relations Manager but later promoted to the Management Team as a Process Manager. In February 2000, I moved to the Digital Mall Contact Centre, during the eCommerce boom. Digital Mall afforded me the opportunity to obtain invaluable experience in eCommerce, mCommerce, Development and Contact Centre management. I realised the need for a Business Analyst and in 2004, focused on the art of translating technical requirements into business reality. As the Business Analyst, I co-created the Business Intelligence Unit. The birth of the Business Intelligence unit evolved into a Consumer Behaviour, Market and Trend unit. Promoted to Operations Manager in 2006 included the management of all facets of the day to day management of Digital Mall and consulting to Contact Centre’s within South Africa. Promoted to Managing Director in 2008, I topped my Wits Business School Management Advancement Programme class. In 2009, I assumed full responsibility of Operations promoted to COO, where I recently attended a Gartner Outsourcing Summit in Sao Paulo with the DTI (Department of Trade and Industry) with the primary objective of promoting South Africa as a viable destination for BPO and offshoring. I am now responsible for management and up-time of six Group Company operations, including new applications, systems and infrastructure deployment. This includes operational risks both day to day and long term based on external market evaluation, including implementation of business continuity, financial planning, operational budgeting, resource planning and allocation for African expansion projects.