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Peter Ryan | Ryan Strategic Advisory

Peter Ryan has been at the forefront of contact center services market advisory for over a decade. Having began his career in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in the burgeoning CRM sector.

Over the course of his career, he has advised contact center outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning.

Peter Ryan’s expertise in outsourcing has been recognized multiple times.

He was awarded callcentrehelper.com’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50 influencers listings, which identified the most important outsourcing executives in the Western Hemisphere.

Through his career Peter Ryan has been a much sought-after speaker, headlining multiple events including The Turkey Call Center Conference and Expo (Istanbul), Nearshore Nexus (New York), The Business Process Enablement South Africa Summit (Cape Town), The Central American Nearshore Summit (Managua), Congreso Andino de Contact Centers y BPO (Bogota) and The Congreso Regional de Call Centers & CRM (Buenos Aires). He has also been frequently quoted in the media on a variety of matters pertaining to BPO and contact centers.

Peter has degrees in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. He lives in Montreal Quebec.

Ryan Strategic Advisory – www.ryanadvisory.com

 


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Bulelwa Koyana | Quadron Strategic Partners

Bulelwa is a Managing Director of Quadron Strategic Partners which is a consulting company and provides Advisory services. She also serves a Non-Executive Director for the Civil Aviation Authority and also practices as an Executive Coach.

She has been the CEO of South African Travel Centre (SATC), a retail arm and subsidiary company of South African Airways (SAA). During her tenure at SATC she was concurrently responsible for the Communication and Marketing Portfolios of South African Airways.

Before joining SATC, she was the CEO of Business Process enabling South Africa (BPeSA National) from September 2009-August 2011 having been a Board member from 2007.

Whilst at SAA I held various positions including Regional General Manager for Direct Sales Channels which included all South African direct sales channels such as the website flysaa, all Contact Centres, the City Ticketing Offices and the Airport Ticketing Offices; she served as an Executive Manager for SAA Global Call Centres where she was also responsible to ensure alignment with global Call Centres in South Africa, United States of America and the Germany and the United Kingdom; she was the Senior Manager: Reservations Call Centre, the Manager for Alliance Sales and the Manager for Corporate Sales. She has over 11 years of experience in the Business Process Outsourcing and Offshoring.

Her entrepreneurial flair led to my establishing her own Call Centre Lathitha Contact Services where I was awarded the 2007 Intelleca CEO Award by BPeSA Gauteng for her contribution in the Contact Centre industry both locally and internationally. She closed my business in 2008 due to unfavourable market conditions and pursued Executive and Leadership coaching in association with The People Business.

She possesses a Bachelor of Social Science Degree from Rhodes University, an Honours Degree in Psychology from UNISA, a post-graduate Certificate in Airline Management from Henley Business College and a Transnet Women Executive Development Program from the Gordon Institute of Business Science (GIBS. She is an honorary member of the Golden Key International Honour Society through Pretoria University chapter. She is an engaged member of the Institute of Directors in South Africa (IoDSA) where she studied various Directorship Courses and has previously served on various boards.

 


 
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JD Mdu | Durban Youth Radio & DSYD

JD Mdu is an established, multi-faceted broadcaster, possessing over 15 years of successful industry service.

His career highlights include; presenting on Gagasi FM, Vuma FM and being The Moses Mabhida Stadium official announcer.

JD is currently the Program Manager for Durban Youth Radio (DYR105.1fm) and the Chairman of Durban Society for Youth Development (DSYD).

 

 


 
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Mark Angus | Knowledge Executive

Mark Angus is the CEO, Researcher & Strategist of Knowledge Executive a Pan African-to-global market intelligence, advisory and media firm launched in 1993.

Knowledge Executive has been operating in the media, advisory and research sector for 26 years.

Since its inception in 1993, Mark has overseen the publication of magazines such as PC World Zimbabwe, PC World Southern Africa, Knowledge Executive Business Process Outsourcing (BPO) Journal, Microsoft Africa Magazine and the IBM Africa Magazine.

The company has also published commissioned research reports on behalf of BPESA, BMW, Deloitte, Genesys, goBeyond, International Data Corporation (IDC), IBM and Innovation Group.

Mark has also directed the creation and production of various syndicated quantitative surveys and qualitative reports including:

- US BPO Marketplace Reports

- Europe BPO Marketplace Reports

- Global Human Resource Outsourcing and Employee Experience (EX) Investment Surveys

- Global Finance & Accounting Investment Surveys

- Global Legal Services Investment Surveys

- Global Customer Experience (CX) Vertical Market Surveys: Banking, Insurance, Retail, Telecoms.

- All Africa GBS and CX Investment Survey covering 15 African countries.

 

He has also overseen the production of commissioned market quantification surveys and value propositions for:

- Gauteng Province

- KZN Province

- City of Tshwane

 

BPESA also commissioned Mark and his team to produce South African national surveys and value propositions for:

- Alternative Legal Services (ALS)

- Finance & Accounting (F&A)

- Human Resource Outsourcing (HRO)

- Procurement Outsourcing

- ICT and IT Outsourcing (ITO)

 

In addition to his background in research and media, Mark has extensive experience and qualifications in journalism, digital and content marketing and mass media communications. He is a published author of a children’s book, with a fictional series currently under review. 

 

 


 
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Mandi van Rensburg | the dti

Mandi van Rensburg has been with the South African Department of Trade & Industry for the past 13 years.

She is the Deputy Director of the Global Business Services Incentive Programme and responsible for the administration of the GBS Incentive programme and contributes to the strategy formulation and implementation of the GBS Incentives, which forms an integral part of the South African Value Proposition for IT enabled services.

She has also contributed to the Customised Sector Strategy for Business Process Services in South Africa wherein Shared Services and Legal Process Outsourcing are both key sub-sectors.

Mandi has a wealth of experience in the Global Business Services sector in South Africa and has been providing guidance and support to global investors across various service verticals, over the past 7 years. She has had extensive interactions with all the BPO operators servicing the offshore Market.

Mandi graduated from the University of South Africa with a Bachelor Degree.


 
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Mushfiq Hopkins | Consultant

Mushfiq Hopkins is a seasoned Contact Centre Professional with over 20 years’ experience and exposure to the industry at large. He has been employed across various disciplines which are inclusive of Cloud based Software Solutions, Direct Marketing, Online Retail, Digital Support Services, Emergency Services, Financial Services & Insurance.

He started as an outbound agent in November 1998 in Cape Town, South Africa. He has progressed steadily through the years and has risen to the very top of Contact Centre Leadership.

Today, he is an activate board member of ICCCA.co.za (Independent Customer Contact Centre Association) who actively practices thought leadership. An organisation started in South Africa and today sports members beyond our shores.

A truly professional individual with exceptional interpersonal skills - often invited to speak on topical industry matters. One of his core values is to “pay it forward.” Hence, it should be no surprise that he is passionate about leadership development.

This will his 5th year being a national adjudicator at the prestigious South African Contact Centre Awards.


 
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Nelis Swart | Strategist

After completing his master’s degree in commerce at the University of the Orange Free State Nelis lectured at the University of Pretoria. During this period, he co-founded a leading Market Research Company.

Nelis then spent a fair amount of time in the Management Consulting Industry with both Deloitte and Touché as well as Byrne Fleming. He was a Corporate Executive and Main Board Member at Adcorp Holding Limited for most of his Professional Career.

As the Chief Operating Officer, he played a leading role in fueling the significant growth the business experienced during this time whilst transforming the Group strategically and operationally.

During this time, he also gained in depth knowledge of the Business Process Outsourcing and Global Business Services domains.

As a strategist, disruptive and transformative thinker with an entrepreneurial flair, Nelis is now focusing on assisting young entrepreneurial businesses to prosper and grow.

 

 


 
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Rod Jones | RJC

With almost 40 years’ experience exclusively in the call centre and customer service industry, Rod Jones is internationally recognised as a Thought Leader and a Trusted Advisor to corporates, parastatals and government agencies in South Africa as well as many other African and Middle Eastern countries.

He was the founder and first Chairman of the Independent Contact Centre Consultants Association; former chairman of the Direct Marketing Association TeleServices Council of SA and served as Chairman and advisor to various industry committees and workgroups.

As a professional strategic advisor, consultant, industry analyst and professional speaker, Rod provides an extensive range of services concentrating on the strategic planning and operational issues of Call Centres, Customer Management, Business Process Outsourcing and Management Development and Mentoring.

Rod’s ‘World Class Contact Centres’ MasterClass management knowledge development seminars have to date been attend by almost 4,800 delegates in 13 countries.

Rod is also widely recognised as a motivational speaker – concentrating on call centre agent motivation.

Rod’s positioning statement is: “I help decision-makers to make good decisions about call centres and contact centres.”


 

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Sara Enright | Global Impact Sourcing Coalition

Sara Enright directs the Global Impact Sourcing Coalition, a group of leading companies creating jobs for those most in need through the power of procurement.

GISC is hosted by BSR, a global business network and consultancy focused on sustainability.

Sara has a background in management consulting and international development, having worked previously at the UN Development Programme and McKinsey and Co. to advance inclusive business initiatives.

 

 

 


 

 
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Jonathan Yarlett | Purple Cow Media

Jonathan Yarlett is the co-founder and publisher of Intelligent Sourcing and is the Chair of the UK & Ireland Chapter of the International Association of Outsourcing Professional (IAOP).

Jonathan has worked in the industry for over 10 years helping global vendors and locations with marketing strategy, value propositions and brand building for the buyer market.

He has particular interests in Impact Sourcing, CSR and diversity in leadership.

 

 

GBS Investor Conference & Awards Sponsors 2019