1. JanSeidel
Address:33 - 8th
Avenue,HighlandsNorth,Johannesburg,Gauteng2192, South Africa
Telephone (Mobile):+27(0) 83 3999397
email:seideljb@icloud.com
seidel@absamail.co.za
Professional profile:
I am a driven professional who demonstrates a vast amount of experience and a strong passion for what I do. I am
focussed and dedicated and adopts a positive and proactive approach to every task with a strong commitment to
delivering quality work. I possess experience in a wide variety of settings and enjoys leading a successful and
productive team. Iam veryadaptable tochangingworkenvironments. Ideliversustainable valuetothe organisation
I worked for though my role, one leveraging my experiences and expertise gained throughout my career. I have a
strongapproach to makinga differencethrough my work and interaction with colleagues and external clients with
integrity. Iamself-reliant,reliableandhave astrong interestin continued personal and professional development.
Career Summary:
2003 – Current: Customer Contact Manager (2007 - current)
Call Centre Operations Manager (2003 - 2007)
British Airways Plc - Johannesburg, South Africa
Manpower: 100
Direct Reports: 9
Purpose: Responsible for the leadership and management of customer contact centre operational delivery,
ensuringconsistentprocessesandbestpractice.Deliversagainstcustomer,operational, quality and
people targets,while effectivelysupporting the Head of Global Customer Contact in the delivery of
the British Airways Customer Contact strategy by ensuring the contact centre operates as a profit
centre offering a superb service to both internal and external customers.
 Contribute to the development, integration and implementation of the Directorate’s strategic agenda, to
ensure seamless delivery of customer experience.
 Responsible formotivating, leading and inspiring a team of up to c100. Develops a people plan to deliver a
high performing organisation necessary to deliver key targets.
 Drive achievement of the direct revenue targets, conversion rates and service level standards through
effective work and call flow management, staff skills and resource management.
 Proactively forecast and plan ahead in a changing environment to identify resource needs and staff levels
delivering excellent resource management to meet current and predicted demand, including resource
planning for specific campaigns, projects, seasonal fluctuations, sickness, leave and the like. Where
necessary assist in the recruitment process.
 Analyse performance data and generate reports to measure team productivity and efficiencies.
 Responsible for the management of the Telephone Enquiry Centre (Disaster Planning in the event of an
aircraft disaster)
 Responsible for the Business Continuity Plan (BCP) management as Co-Coordinator for the Melrose Arch
office andsupportAfricanbasedoperationsintheirBCPplansensuringaseamlessoperating in the event of
local disaster.
 Ensures effective Global Call flow support in the event of disruption and during peak demands.
 Create teamawarenessof the revenue importance of each internal and external customer and travel agent
and obtain team commitment to deliver a consistent quality of service.
 Delivers a profitable, effective and efficient operation ensuring operational excellence, while supporting
inbound call operations from the UK and US on a daily basis.
 Provide support to direct reports by ensuring frequent and robust communication.

2.  Implement, manage and communicate sound call centre processes and practices to ensure optimum
workflowandresource managementinsucha waythat corporate,customerand staff expectations are met.
 Monitorperformance jointlywithContactCentre Executives,coachandmotivate people to maximise every
selling opportunity for British Airways in order to exceed revenue targets
 Implementcontinuousimprovement schemes (simplification of products and processes) that ensure costs
are kept to a minimum whilst still delivering against agreed service levels
 Leads and engages all stakeholders by developing effective relationships with colleagues, regulatory
authorities, Human Resources and suppliers to manage a significant change agenda.
 Liaise and communicate regularly with the Head of Global Customer Contact on performance data and
associated recommendations.
 Undertake and manage ad hoc projects as required.
 Ensure key relationships are maintained on an ongoing basis.
 Co-ordinate the delivery of a single skills and competency plan which allows for team flexibility and staff
development across the various areas of the contact centre and ensure the quality of that training is
delivered.
 Ensure that all mandatory and company policies are met, including relevant legislation.
 Drive a work ethic behaviour amongst staff so that they want to deliver excellent service and revenue
 Ensure the production and delivery of all management information, whether regular or ad hoc, to agreed
timeframes.
 Delivers the Executive Club (Frequent Flyer programme), BA AVIOS, BA holidays and other partner
propositions to achieve revenue.
 Provide operational supportforCustomerContact Centres in Africa, including training based opportunities
for Executive Club Champions within these regions.
 Assume dayto dayoperational responsibilitiesforthe Executive Clubandtheirinternal customers,including
Executive Club Africa.
RecentAchievements: PaymentCard Industry(PCI) datasecurity standards auditsuccessfullypassedin2014
Telephone Enquiry activationauditpassedfordisastermanagementinthe eventof an
aircraft disaster–2014
Business Continuity Plan(BCP)auditpassedinDec2014, to ensure revenue risksare
reducedduringtotal lossof telephonesystems.
Local SA supportteam implementedtosupport Jacksonville,USA operationforaperiodof
18 monthswithina6 weekwindow.
Supportand manage Nigerianoperationwithinexistingresourceswiththe closure of their
local call centre.WorkingcloselywithIndiatoprocessbackoffice activities.
ImplementTrade call overflow toIndia’slargercontactcentre,ensuringtheircallsare
managedas priorityelsewhere.
Team efficiencieswere soeffectivethatlocal contactcentre was able toassistthe UK with
inboundcalls – contributingto the UK marketimprovedservice factors.
1995 – July 2003: Manager: Customer Services Southern (2000 - 2003)
Lufthansa German Airlines - Johannesburg
 Managing Ticketing, Reservations and Groups, together with customer contact for preferred customers,
including sales responsibilities in Harare and Windhoek.
 Managing affiliated partnership with outsourced contact centre in Cape Town, Global Tele Sales
Manager: Ticketing, Reservations, Groups and Pricing (1998 - 2000)
 10 Direct Reports between two locations, Hyde Park and O. R. Tambo Airport
Supervisor: Ticketing and Customer Service (1998 – 1998)
Ticketing and Check-in agent and Flight Controller (1995 – 1998)

3. 1994 – 1994: Student at Goethe Institute – Germany, Frankfurt
 Cultural familiarisation and studying German as 3rd
official Language
1993 – 1993: National Service – Pretoria
1991 – 1993: Horticulturist and Sales Person - Linksfield Nursery, Johannesburg
 Managing the nursery
1990 – 1991: Keith Kirsten Nurseries – Horticulturist and Sales Person
Education:
2003 – Current: University of the Witwatersrand – Johannesburg
Graduate School of Business Administration – Call Centre Management
March 2004
University of the Witwatersrand – Johannesburg
Graduate School of Business Administration – Management Development Unit, British
Airways Commercial Leadership Program
November 2005 – April 2006
British Airways In-house Learning:
- Competency –CompetitionLawAdvance –2014
- CompetitionLawWorkshop –2014
- Competency –Healthand Safety – 2014
- ExpectRespect– 2013
- Anti-CorruptionandCorporate Governance –2013
- Global ContactCentre BusinessIntegrity - 2013
- AirCarriersAct for ContactCentres(Dec’12-Dec’13) – 2013
- CompetencyAirCarriersAct – 2013
- Fly-ability–2013
- DangerousGoods – 2013
- Fire – For Office BasedStaff JAN2013 – Dec2013 – 2013
- Healthand SafetyA – Intro for all – 2013
- Healthand safetyB– Corporate andCommercial – 2013
- Healthand safetyB– FlightOperations –2013
- Competency –DangerousGoods – eLearning–2013
- BusinessIntegrity(Nov’12– Dec’13) – 2013
- Fire forOffice BasedManagersand Fire Wardens(Nove’11-De’12) - 2012
- Competency –BA Confidential &DataProtection – 2012
- DiversityandInclusion –2011
- OutstandingLeaders –2011
- Essentialsof HealthandSafety – 2011
- SelectionSkillsEurope andAfrica– 2008
- DiversityforAfrica– 2008
- HIV/AIDSWorkshopforManagers – 2008
- HIV/AIDSAwarenessSupervisoryWorkshop –2008
- DisciplinaryProcedures –2007
- Managing forPerformance,Europe andAfrica – 2007
- Data Protection – 2005
- AirportOperationsLeadership –2004/5
- Commercial BusinessAwarenessProgram – drivingBusinessPerformance –2003

4. 1995 – 2003:
Lufthansa Training Centre:(Germany)
- Check-in(LufthansaSystems)
- Reservations(Amadeus)
- Ticketing(Amadeus)
- Lost and Found
- FlightControl
- PassengerServices
- Sales
- CommunicationandConflictHandling
- Leadership
- Coaching
- Irregularities
- IATA CrisisManagementTraining
Goethe Institute – GermanyFrankfurt
- Germanas 3rd
Language
- Cultural awareness
High School Vryburger– 1989
Matric
- Afrikaans
- English
- Biology
- Mathematics
- Geography
- Science
Personal Details:
Languages: English,AfrikaansandConversational German
Driver Licence: Full/Clean
Additional Courses: Fire Marshall,MediaTraining,LEAN
Date of Birth: 02 October1971
Citizenship: SouthAfrica
References:
Mischa Kelly BritishAirways(UK) Holger Asche BritishAirways(Germany)
Call Centre Manager:Newcastle (Ex) Global Call Centre Manager
00 44 191227 2930 – Work 00 49 163 266 6740 - Mobile
00 44 7789 614364 – Mobile
CallySmit BritishAirways(SA) Evelyn KidderRalph LufthansaGermanAirline SA
SeniorHR Executive Africa SalesandMarketingManager
00 27 11 441 8766 – Work 00 27 82 469 9328 – Mobile
00 27 82 330 3559 – Mobile
OTHER DOCUMENTATION AND REFERENCE AVAILABLE UPONREQUEST