1. Curriculum Vitae of Andrew Mc Mahon
Full Name Andrew Dawid Mc Mahon
Address 56 Casalino Crescent, Chianti Villas, Van Riebeeckshof, Bellville, 7530,
Western Cape, South Africa
Mobile +27 71 577 5824
Email Andrew.mcm44@gmail.com
Languages English, Afrikaans (speak, read and write - fluent)
German (speaks, read and write – basic)
Nationality South African
I would like to be considered for jobs which lie within my core experience. My experience can relate to Callcentre
management, -teamleader, - sales consultant – quality assurance, - retentions and trade partner positions. I would also
like to be considered for key accounts management, account management and field services management of retail
outlets.
 Implementing market and customer strategy;
 Developing and implementing insightful customer analytics that allow understanding and anticipation of
customer needs;
 Developing pricing, promotion, channel and product strategies that improve margin and increase profits;
 Improving callcentre operations and quality assurance processes;
 Improving customer service management;
 Improving marketing and sales performance;
 Streamlining and accelerating collections processes;
 Strategic networking and sales ability and;
 Employee mediation (disciplinary processes) and training.
I am able to adapt my skills and competencies to retail, telecomms and financial services sectors.
Behavioural Strengths
 Strong leadership skills
 Socially adept and conversationalist
 Highly energised
 Determined
 Positive attitude
 Results driven
 Persuasive
 Motivated
 Compassionate but fair manager
EDUCATION AND QUALIFICATIONS
Degrees and National Diploma
 UNISA – Bachelor of Commerce (Industrial Psychology and Business Management – Second Year completed)
 1996 Diploma: Local Government (Initiated by Peninsula Technikon)
 1997 Diploma: Law and Taxation – Business Law (Intec college)
 1989 - Cape Town High School, Matric Exemption
Memberships
 National Debt Council (2011 – current)
 SAQI - South African Quality Institute (2003-2006)
 IMTA – Institute Municipal Treasurers and Accountants (1991-1996)

2. Computer Literacy
 MS Office Suite, Visio, MS Projects
 Promis, Bull Municipal Systems
 Call Centre Analyser – Reporting
 Call Centre Pulse – Agent Call Classification / Rating
 Call Centre Portal
 Call Centre IVR Reporting
 RTA – NICE Monitor / Evaluator
 ICAP –CC
 CCP/CCA Portal
Management programmes completed
 Vodacom Mentorship Programme - Sales – Grant Bowes (Sales – Gauteng Regional Sales Manager VSP)
 Vodacom Supervisor Management Development Programme - Network – Customer Care
 Vodacom Supervisor Management Development Programme – Vodacom Service Provider Company
 Managers Management Development Programme
 Interpersonal Skills and Conflict Management
 Work Team Facilitation
 Performance Coaching and Interviewing
 Quality Awareness
 Handling Poor Performance and Discipline
 Performance Management Systems
 Professional Writing Skills
 Leadership Development
 Mentee Training
 Initiation of Disciplinary Enquiries
 Discipline & Dismissals of L.R.A of 1995
 Sales Coaching
Skills Training completed
 Customer Care Awareness
 Information Literacy Education
 Essential Skills for Team leaders
 Customer Satisfaction Awareness
 Customer Relationship Management Awareness
 Health and Safety Awareness
 Incident and Investigation
 Vodacomforme
 Team Leader Forum
 Comprehensive Hijacking Awareness
 E-BUCKS
 Intelligent Network
 Call centre Scheduling and Forecasting
 Customer and Trade Partner Retentions Policies and Business Processes
 Various cellular Handset Training (Samsung, Motorola and other)
 Customer Centric Hearing (Circle and Square)
o Team Leader
o Circle Performance Areas
o Third Umpire
o Team Leader Development Program
o The Psychology of Distress
o Reversing the Trend from Individual Achievement to Team Work
o Personality
o Debriefing

3. o Hosting the Customer Part 1 and 2
 VSPC Speaking Phone Training
 It’s A Deal Training
 Conflict Management Skills Training
 Credit Notes/Migrations Training
 Credit Note Automation
 3g Training
 Vodafone LIVE! Training
 Life Skills Training
 Paul Naidoo - Selling the Super Services (Selling Techniques)
CAREER SUMMARY
01/03/2014 –
current
Independent Legal services Field Tracing Agent
Facilitate the S57 and S58 National Credit Act legal
processes, registered debt collector and mediator, financial
counsellor
Cape Town
24/01/2014-
28/02/2014
Assistant/disbursement Accountant to the Managing
Director – ISS Palumbo (Short term contract)
Represent the MD with the suppliers
To meet with suppliers and their management to resolve
tax invoices and supporting documentation.
To reconcile invoices versus documentation.
To ensure suppliers issued accurate and correct invoices
and documentation.
To liaison with supplier management to ensure excellent
service level agreements and contracts were upheld
Cape Town
01/09/2009 –
23/01/2014
Independent Legal services Field Tracing Agent
Facilitate the S57 and S58 National Credit Act legal
processes, registered debt collector and mediator, financial
counsellor
Cape Town
01/12/2008-
31/08/2009
Contract
Business Partner: Vodacom Reseller
Client Relations Manager for Vodacom Key account on
behalf of Specialist Dealers
MWEB, Head Office, N1
City, Cape Town
25/07/2008-
25/09/2008
Contract
Quality Assurance Coordinator: Speed calibration
Project
Quality Assurance – Reporting, Escalations, resource
management and roistering for vehicle services and
speed calibrations with suppliers
Mix Telematics (Matrix),
Head office, Stellenbosch
Cape Town
06/2006 -
02/2008
Permanent
National Chains: Sales and Marketing Key Accounts
Manager
Key Accounts - Operational management of service
delivery for independent Vodacom Trade Partners,
National consultative committee representative. Indirect
national performance management for 30 field service
consultants.
Vodacom Service Provider
(PTY) Ltd, Head office
Midland, Gauteng
10/2003 –
05/2006
Permanent
Sales: Retentions Quality Assurance Coordinator
Quality Assurance – Draft and implement, Policies,
Procedures and processes utilising Six Sigma
methodology for trade partner call centres, retentions,
upgrades and premium technical helpdesk and systems.
First aider and Fire marshal. Employee representative
for disciplinary procedures.
Vodacom SA, Head office
Midland, Gauteng

4. 01/1999-
10/2003
Permanent
Network Customer Care Team Leader and After hours
Shift manager
Call Centre Staff Management (30 constant team staff and
180 shift), Technical Product and Services Management.
Call centre shift resource management. Recruitment and
selection of call centre staff. Health and safety
representative. Employee representative for disciplinary
procedures.
Vodacom Network
Techno centre, Cape Town
04/1998 –
08/1999
Permanent
Network Customer Care Consultant:
Technical Product and Services Distribution/Sales
03/1991-
11/1997
Permanent
Finance Clerk – Credit Control:
Debt Collection /Credit Control/Sales City of Cape Town
12/1997 –
03/1998
Contract
Sales – Telesales Consultant:
Sales – Club magazine and benefits
Foschini Group
12/1997-
03/1998
Contract
Quality Assurance – Mystery Shopper
Quality – To report on store performance
Galaxy Jewellers
10/1989 -
12/1997
Part time
Sales – Salesperson/ Credit Control
Sales – men’s clothing Foschini Group - Markham’s
04/1992 –
09/1995
Part time
Entertainment – Barman/ Waiter
Service of customers Private Concern
09/1995 -
02/1996
Part time
Food/ Beverage – Waiter
Service of customers Spur Franchise
10/1988 –
04/1989
Part time
Sales – Salesperson
Sales – Audio Equipment Dions
EMPLOYMENT RECORD
Quality Assurance Customer Relationship Management Assistant – Mix Telematics
 Prepare reporting for review by Senior Manager Odometer Records - Imperial vehicles, on behalf of Clover
S.A. for their fleet;
 Act as the liaison between Imperial Workshop managers and Mix Telematics regarding fleet service
management;
 Escalate odometer discrepancies to Order Fulfilment team responsible for booking suppliers’ speed
calibrations; and
 To complete speed calibrations project for Clover S.A.
Sales: National Chains Key Accounts Manager – Vodacom SA
Key Accounts: operational management and service delivery - independent trade partners to Vodacom (The Prepaid
Company, Cell Shack, Cash & Carry Wholesalers, Shield, Furnex, Jumbo, Teljoy, OK Furnishers, House & Home and
The Ellerines Group)
DUTIES
 Business development of allocated account(s) and manage accounts within budget guidelines
 Negotiate national sales plans with the Trade Partners
 Implement effective monthly promotions at both national and provincial levels
 Coordinate and monitor both Field Marketing Executives and Field Service Consultants store visits
 Conduct intensive field visits to sites
 Accountable for Branch staff training and education on all Vodacom and services
 Service national key accounts in terms of:
o Query resolution and escalation of head office, warehouse and store queries
o Monitor and resolve debtors ageing on Retail accounts
 Coordinate National Trade Partner Conferences

5.  Manage and present performance stats at conferences for Field Marketing, Field Services and Senior
Management
 Deliver on the KPAs:
o Budget adherence
o Decrease customer churn from Trade Partner base
o Number Portability favours Vodacom
 To strengthen the link between operational and strategic objectives
 To create a presence of Vodacom within Trade Partners and ensure strong relationships between
Vodacom, Sales Regions and Trade Partners.
 To ensure all administration is completed on time (weekly and monthly channel reports, feedback from
Trade, follow up of Red Flags, stock forecasts must be submitted weekly to Trade Marketing)
 To ensure Channels briefs are sent to FSC’ s monthly and FME every two months
 Coordinate and attend regular meetings with Trade Partners and Regional Sales Managers
 To coordinate meetings and build relationships with cellular manufacturers on stock matters/promotions
and merchandising
 To ensure all Vodacom point of sale, signage, and accessories are delivered on time.
 To attend deal meetings for monthly / quarterly contract deals.
 To ensure marketing briefs for print run for the channel are in order for sign off.
 To liaison with Marketing and the advertising agency all briefs are correct and signed off.
 To host stadiumboxes for Trade Partners for local and international sports
 To build relationships with Credit / Risk, New Customer Acquisition and all other relevant departments
 To attend national launches to ensure consistency and professional attitude of Vodacom
 To ensure targets set for the financial year are met and agreed upon by all relevant parties.
 To introduce the correct processes and procedures of Vodacomare understood and guide lined.
 To liaison with the Training department any training needs and identify any conflict areas.
 To ensure the training department perform the training and also with the help of IDCS trainers to perform
closed group training sessions.
 To coordinate the Big Brands Community Initiative Project for OK Furnishers / House & Home channels
Sales Retentions Quality Assurance Coordinator – Vodacom Service Provider
Quality Assurance – Policies, Procedures: Call Centre and Systems
DUTIES
 To perform UAT Testing on CC Portal (involves dealer web).
 To monitor Departmental projects.
 To complete and manage Centre escalations.
 To draw CCWEB reports (IVR duplicate calls).
 To complete Monthly Ops Reports.
 To perform System Functionality.
 To create Screen dumps /training manuals for the call centre staff.
 To perform UAT testing for V Live –Vodafone Account Billing.
 To receive Call Centre Hardware and Software problem escalations and handling and monitoring these
escalations when handing over to IT Helpdesk.
 To action Term Fix reports –to identify any discrepancies and any fraudulent activities by the dealers and
call centre agents. (Data Integrity checks)
 To action duplicate upgrades reports - to identify any discrepancies and fraudulent activities by the dealers
and call centre agents.
 To create System Testing layouts for systemtransactions for the call centres.
 To create and update staff information database.
 To ensure all systemusernames users names are correct and updated if necessary.
 To perform IVR Testing on related call centre numbers.
 To create and assure the NICE Online Assessment Form
 To investigate Info web for our call centre.
 To complete Monthly Quality Reports.
 To perform OC Cubed checks, validating the overridden codes of staff for transactions.
 T o and monitor the password updates and creations with VSPOPS.
 To analyse and investigate risks.
 To perform System checks – to ensure that the correct sms is going out.
 To ensure that the staff has access to the systems that they require to do their daily functions.

6.  To ensure that the Quality leave is on recorded on ESS.
 To ensure the Register is signed on a daily basis and audited month end for Stats supervisor.
 To do Doing Third Umpire Quality.
 To perform Evaluations for the Inbound, Outbound and Trade Partner Support and Technical Helpdesk
Teams.
 To liaison with team leaders for feedback to consultants.
 To perform feedback on a one on one basis with the agents of the various teams.
 To perform CRM checks on Operational and Quality functions.
 To assist changing Retentions Work Instructions and Business Processes for Audit purposes .
 To implement a Reward and Recognition Programme and maintain it –building moral and motivation for
the call centre staff.
 To perform regular Quality checks in call centre to regulate consistency with the work instructions.
 To troubleshoot information and escalate to the teamleaders and supervisors in call centre.
 To source KPA and KPO information
 To change KPA criteria in different areas of the department and revise in line with new Performance
Management guidelines
 To stand in as Team Leader when the relevant team leaders are in training or away on leave
 T o chair team meetings when necessary.
 To create a quality assessment structure for the Ladder of Learning i.e. Coordinators, Specialists (Training
and Content)
 To assist in creating knowledge assessments on products and services.
 To perform feedback with the line management on assessment scores.
 To perform CSI surveys (Customer Satisfaction Indicators) after service calls for Retention customers.
 To perform acting supervisors duties and manage the group in the absence of the supervisor/manager
 To ensure customer retention is in place through C.S.I (Customer Satisfaction Indicators) by
calling/emailing our customers to ensure they received the correct deal, handset and information.
 To drive Upgrade and VAS Sales through interaction with the customers to increase profitability.
 To ensure through the reports received that customers are notified about any discrepancies on their
contracts and deals and to be informed these will corrected.
Other responsibilities:
 Responsibility in getting the Department Restructuring organised with floor plans .
 Department representative of National Consultative Committee – Retentions
 Member of The Quality Forum – CRM matters
 Quality representative at the weekly Steercom meetings
 Fire fighter and evacuation marshal for Retentions
 Chairperson CC Retentions Forum
 Vodacom SA Sales Policy and Procedure Forum Representative
 Vodacom SA Medical Aid Forum Representative
Network Customer Care Team Leader:
Call Centre Staff Management and Technical Product and Services Management - SA
DUTIES
 The ability to manage a stronghold of approximately 400 callcentre consultants on a rotating shift basis daily.
 To manage my own staff complement of 20 call centre consultants.
 To monitor ISO 9000 standards with regards to service quality, administration levels and productivity.
 To promote team development - full team consultancy achieved.
 To be knowledgeable on all GSM, Vodacom products and services.
 To manage team with regards to Team Meetings, individual meetings and assessments, information
distribution, evaluation of work performance.
 To identify and implement existing and new strategies to drive increase sales of our products and services to
generate profitability.
 To action the Quality assessment of team(s).
 To manage call centre with regards to Timely escalation procedures, queue monitoring, routing measures,
housekeeping, dealing with irate subscribers,
 To maintain PC Escalations (Best Practice Award).
 To handle phone manual project.
 To compile various reports for management information (leave, daily and monthly bridge reports, call centre
reports, evaluation sheets, register updates, call centre stats.

7.  To stand–in for supervisors in their absence and when they are off duty.
 To supervise multiple team staff in the absence of supervisors and other teamleaders.
 To perform performance management of call centre and staff.
 To manage Key Performance Areas.
 To schedule overtime, shift rosters, lunch rosters, budget, and agents on leave.
 To ensure high staff morale at all times.
 To ensure the customers receive accurate information and to drive sales of VAS services and other network
related services that generate profit for the company.
 To assist as a scribe for disciplinary meetings.
 To liaison with the correct interdepartmental parties to ensure the call centre receives the necessary support.
 To coach the trainees on the quality function.
 To monitor and implement business processes to in order to benefit our customers /subscribers
 To predict and co-ordinate resource and equipment in order to meet customer requirement.
 To assist the Training and Development Supervisor with interviewing external applicants from personnel
agencies for recruitment purposes
 To perform supervisor duties and manage teamin the absence of the supervisor / manager
 Previous workflow (Project X) – initial integration with VSPC
o Completed training with Eppix linked to Gensys (Siebel program) for the purposes of the Vodacom
Service Provider Contract subscriber base.
o Dealing with the Credit Control Functions, Phones –Sales and Upgrades, Account queries, Contract
Upgrades.
o Liaising with the Accounts, Legal and upgrades Department.
o Dealing with irate contract subscribers with all queries relating to activation of accounts.
Network Customer Care Consultant:
Technical Product and Services Distribution/Sales - SA
DUTIES
 To collect quality and quantity statistics for the evaluation of employees’ performance.
 To frontline fielding of calls from subscribers and logging faults to Client Information Centre (CIC).
 To increase sales of VAS products and services through my knowledge of Vodacom products and services.
Legal Finance Clerk – City of Cape Town:
Debt Collection /Credit Control/Sales–Western Cape
DUTIES
 Section Co-ordinator and involved in training staff for frontline customer assistance.
 Prepare bad debt collection and write offs reporting
 To investigate, track and recover outstanding miscellaneous debt
 Facilitate meetings with major Cape Town based businesses and associations to promote hiring and sales of
council related products and services.
 Ensure the application of accurate tariffs relevant to quotes to the public
 To communicate with the necessary technical staff i.e. roads, electricity, sewerage, waste disposal with the job
orders and costing to ensure supply of correct equipment, building materials and service utilities.
 To ensure full payments are collected from the finance departments of the companies and groups or to make
final arrangements to clear their accounts with the Council.
 To ensure new and continuous usage of these products and services to the companies and groups monthly and
annually to ensure higher income for the council for year-end.
 To investigate all damages and accidents to Council property by these companies, groups and individuals and
to ensure payment collections.
 To liaison with attorneys for the proof of property transfer documents and outstanding monies of the basic
products and services.
 To perform investigations at the Deeds Office.
 To correspond with the Sheriffs of the Court for whereabouts and issuing of documents to debtors. i.e.
judgements and warrants
 To interview and counsel the debtors through direct visits or arranged meetings to retrieve outstanding monies.
 To maintain records of all account information onto the system to avoid any payment discrepancies
 To meet with the ratepayers association to educate payment culture in the sub economical areas.
 To research and compile payment reports for these companies, groups and individuals to predict products,
services and payment trends.

8. REFERENCES
Company Vodacom Service Provider Company
Contact Landi Van Heerden
Designation National Key Accounts Portfolio Manager
Email Landi.Vanheerden@vodacom.co.za
Telephone No 082 789 1072
Company Vodacom Network Pty Ltd
Contact Mia Isaacs
Designation Call Centre Manager
Email Mia.isaacs@vodacom.co.za
Telephone No 0829908045
Company Vodacom Service Provider Company (now at Audi Sandton)
Contact Zaid Motan
Designation Quality Management
Email no longer with Vodacom
Telephone No 0832122156
Company ISS Palumbo (sister company of Inchcape)
Contact Shaun Gierdien
Designation Finance Senior Manager
Email shaun.gierdien@gmail.com
Telephone No 0832122156