Lorenzo W.
Mid-Level Technical Customer Service Team Manager
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About
Lorenzo W. boasts a diverse 20-year career with significant expertise in human resources, operations, and customer service. After obtaining a National Diploma in Human Resource Management from Cape Technikon in 2001, he began his career in HR administration, quickly progressing through roles in administration and sales. His international experience includes a stint at a Nurofen facility in the UK, contributing to the pharmaceutical manufacturing industry. Upon returning to South Africa, Lorenzo transitioned into factory operations and customer service and joined Amazon in 2010, where he has excelled, currently serving as a Team Manager. At Amazon, he leads a team of 20, driving performance improvements through kaizen and lean projects. His responsibilities include performance management, coaching, and ensuring compliance with KPIs and financial expectations. Lorenzo's career advancement at Amazon reflects his capabilities in team development, change management, and performance analytics, making him a valuable asset in fast-paced, customer-focused environments.
Experience
CS Team Manager I Technical
Amazon Web Services · 2021 — 2026Oversee and develop a team of 20 associates, focusing on performance management and evaluation. Regularly coach direct reports to ensure performance metrics are consistently met. Monitor service level agreements (SLAs), customer satisfaction (CSAT), quality assurance (QA), and productivity, while driving improvement initiatives. Participate in continuous improvement projects through 'kaizen' and Six Sigma lean methodologies. Ensure service meets contractual key performance indicators (KPIs) and financial expectations. Conduct team meetings to facilitate communication and mentor new managers, while planning and assigning work, rewarding performance, and resolving conflicts.CS Team Manager
Amazon · 2018 — 2021Conduct data mining and weekly quality checks, utilizing various resources for flexible coaching. Facilitate coaching sessions and refresher courses, ensuring the team is informed about policy changes and procedures. Schedule weekly one-on-one sessions with each team member and provide updates on key performance indicators (KPIs), addressing concerns and setting SMART goals together.Customer Service Manager (Seasonal)
Amazon · 2017 — 2018Lead a team comprising 5 supervisors and 60 associates. Focus on creating an engaged, high-performing team to achieve KPI targets weekly and monthly. Represent Cape Town in global KPI meetings, building relationships internally and externally, while ensuring adherence to relevant processes and regulatory standards.CS Team Lead
Amazon · 2011 — 2017Perform data mining and conduct weekly quality assessments. Use diverse coaching resources and engage in coaching sessions, keeping the team updated on policy adjustments. Organize weekly one-on-one meetings with team members to facilitate discussions on concerns and goals, ensuring follow-up objectives are consistently met.Recruitment Coordinator (Seasonal)
Amazon · 2011 — 2011Support the recruitment team with administration throughout the recruitment management process as the first point of contact for candidates. Arrange interviews and assessment centers while managing all related communications, including applicant queries and updates on application statuses. Handle logistics for assessment centers and coordinate with agencies for temporary staffing needs.Kindle Specialist
Amazon · 2010 — 2011Provide account and application support to customers regarding software functionality and troubleshooting. Deliver prompt, customer-oriented service while advocating for customers' needs and reporting areas for improvement. Maintain internal documentation and ensure operational functionality of interactive web features.Call Centre Agent
Carphone Warehouse · 2007 — 2010Manage incoming customer calls to address issues and inquiries effectively. Initiate sales calls and document customer interactions while guiding technical troubleshooting and product navigation. Ensure customer satisfaction and maintain a positive company image.Machine Operator
Reckitt Benckiser · 2006 — 2007Prepare coating drums and ensure operational integrity while adjusting settings. Monitor production parameters to maintain quality standards and conduct inspections for coating consistency. Address any machine operation abnormalities promptly.Warehouse Assistant
Boots pharmaceutical · 2005 — 2006Perform picking, packing, and labeling of orders in compliance with company standards. Manage inventory by receiving stock, updating systems, and conducting regular stock checks. Ensure cleanliness and safety within the warehouse while operating necessary equipment.Sales Assistant
House & Home · 2004 — 2005Engage with customers to identify needs and provide recommendations to enhance their shopping experience. Maintain knowledge of products and promotions while assisting with inventory checks and adhering to company policies.Administrator
Zalsan plumbing · 2002 — 2003Provide administrative assistance while supporting staff and colleagues with human resource and personnel matters. Handle issues related to salaries, appointments, and leave. Perform various clerical duties, including filing and telephonic inquiries.HR Intern
Parliament South Africa · 2001 — 2001Assist in various administrative functions and support staff with human resource matters. Manage personnel issues, including salaries and leave, using the PERSAL system. Conduct audits of personnel files and attend to written and telephonic inquiries.
Skills & Expertise
Education
- ND in Human Resource ManagementCape Technikon · 2001 — Present
- MatricVoortrekker high school · 1994 — 1998
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