Leading companies require individuals with a passion for excellence, logical approach to problem solving and creative thinking in order to succeed in an ever-changing landscape. During my tenure at Bytes and Inter-Active Technologies, I have gained valuable insight into the world of ICT/FSP outsourcing and nurtured these traits to flourish. More recently, on my GIBS MBA journey, I have been exposed to the disruptive impact of the Fourth Industrial Revolution and how the world of work is changing. My ability to take in the “bigger picture”, align to organisational goals, and execute effectively is what sets me apart. Summary of my work experience within ICT  5 years Operations Management o 2 years Junior Management  3 years Operations Support Management  4 years Business Analysis and Consulting  1.5+ years IT Governance, Audit and Risk Control In my most recent role I have managed Vodacom’s Post-paid contact centre which services high value customers with a specific focus on First Call Resolution (FCR), Service Level Management and Nett Promoter Scores (NPS). I have also managed BMW’s outbound CRM campaigns which focussed on premium automotive customer service. As part of my portfolio I have also overseen the Tyco and EAAB helpdesks. In my previous role as a Consulting Business Analyst I was part of a solution selling team that identified customer opportunities, via Business Health Checks, and further scoped services and solutions to be built around these. I consulted to HSBC bank to keep their processes current. I also scoped and designed insurance systems, reporting platforms and Qlikview business intelligence models in this role. In my prior capacity I have worked as part of a Governance & Compliance team to identify IT Risk and implement appropriate controls in line with COBIT for the outsourced helpdesk and call centre models. As an Operations Support Manager within the Microsoft call centre I pursued continual process improvements, improved quality and enhanced customer satisfaction all while gaining efficiencies. I successfully implemented a best practice framework (COPC) that led to the South African subsidiary consistently achieving a Top 3 customer satisfaction ranking in the EMEA region. I have obtained a BCom Business Management degree with distinction (UNISA 2013), followed by FAIS RE5 accreditation. I attained a Post Graduate Diploma in General Management (GIBS 2018). I am currently on a sabbatical completing a Master of Business Administration (MBA) degree at GIBS (completion in 2019). Please see my curriculum vitae for further information about my practical experience. I am available for an interview at any time during the coming weeks and available to commence employment immediately. Yours sincerely, Ajay Rambali (***)-***-**** / (***)-***-**** / ****@*****.***