Nathan Williams
Nathan
Nickname: 'Nathan'
Chairman - Destiny Communications Group
Born
in Johannesburg South
South Africa
A high energy, business conscious and goal-driven Business Executive, Nathan Williams approaches each new business challenge with his intrinsic flair for innovation, creative problem-solving and measured risk-taking to drive consistent bottom-line improvements and shareholder value.
Nathan Williams began his career on a path that is rare among many executives. He worked for many South African local based and multinational companies such as Standard Bank, Credit Guarantee, Sasfin Finance, MTN, Vodacom, Cell C, Saltwater Estate, Tracker Networks, iBurst (WBS) and Virgin Mobile SA.
Nathan has been at Executive Senior Management Level in various topics since 1996. His collective knowledge and experience has been applied in Pharmaceutical, Banking, Telecommunications, Financial Services, Credit & Risk, Wireless Technology, Vehicle Tracking, and Information Technology.
Business Address
Johannesburg, Johannesburg, South Africa
Professional details
Current Position(s)
National Organiser |
National Executive Committee |
Johannesburg ,
South Africa | 2011 -
present
Government, Public Administration and Defence
To fix the divide between the people of the Soil of Africa. We are living in land full of opportunities. Being disenfranchised is no fun. The rules work against you, your rights are constantly violated, and you have little power to change your life for the better. A disenfranchised population doesn’t rest easy, and often they organize and fight back against their condition to demand their basic rights and freedom. We want a land for all who live in it.
Chief Executive Officer |
Strategy and Revenue |
Destiny Communications
Johannesburg ,
South Africa | 2000 -
present
Online Media, Internet and E-Commerce
My consulting practice spans from Southern Africa into West and East Africa, i.e. Ghana, Togo, Burundi, Botswana, Lesotho and Ivory Coast.
Business Development and Sustainability.
Previous Position(s)
Chief Customer Officer (CCO) |
Customer Operations |
Sandton, South Africa | 2008 - 2011
ICT and Telecommunications
Drive profitable customer behavior and help customers spend more.
Implement initiatives such as profitability segmentation, customer retention, customer loyalty, satisfaction, and improving the customer experience. Use in-depth customer insight to inform the sales and marketing efforts to acquire more of the “right” and profitable customers.
Create a customer-centric culture. Help create a strong, customer-centric culture complete with accountability and ownership at all levels in the company. Prioritize customer initiatives to drive the most profitable initiatives with the greatest customer impact.
Delivering and demonstrating value to the CEO, the Board, peers, and employees. Strive to deliver demonstrable value to all stakeholders, not the least of which are the CEO, the Board, and peers.
Proactively collaborate with some executives that may feel threatened by the CCO’s broad purview into customer issues that span traditional silos.
Executive Head Customer Services |
Customer Operations |
iBurst (Pty) Ltd
Sandton, South Africa | 2007 - 2007
ICT and Telecommunications
Manage four customer support areas: CRM, Retention, Call Centre, and Technical Support strategic and operational effectiveness, a total staff complement of 100 people.
Manage the entire customer service strategy throughout the entire value chain
Responsible for implementing a customer centricity strategy across multiple channels
Contact Centre design and implement Contact Centre management strategy
Implement and oversee a full CRM solution across the entire company, and design and introduce a customer centric philosophy
Recommend and approve application software solutions
CRM implement and recommend best practice CRM solutions and practices for the business
Design and implement customer life cycle management strategy. Manage all customer touch points within the entire customer service chain, including resellers, dealers and service providers
Recommend and implement a customer data integrity plan
Recommend and approve any CRM application software
Design and implement CVP
Retention implements and manages Predictive Churn modelling tools.
Introduce retention management strategies together with CRM solutions that will enhance the customer loyalty initiatives.
Promote proactive retention management throughout multiple channels
Recommend and approve retention management strategy
Technical support implement a technical support strategy that will enhance the customer service experience.
Executive Head Information Management |
Business Information Systems (BIS) |
Tracker Network (Pty) Limited
Cresta, South Africa | 2005 - 2007
ICT and Telecommunications
Coordinate and promote technology strategy and standards that builds Customer Centricity
Minimise bottlenecks by deploying stricked business process
Design and Implement business intelligence strategies
Manage the business requirements and strategy for the business processes across the organization
Provide information management strategy and programme management services that promote CRM
Promote the active management of information technology to maximize the benefit to the organization
Recommend and Approve BI software that meets the companies strategic objectives
Manage vendor relationships
Analyse company markets and product offerings with the view to build models and guide strategic efforts.
Ensure an adequate service level of systems application to support the increasing workload planned and to drive CRM initiatives
Identify specification and requirements and best application solution in terms of performances and cost
Develop specific tools/skills necessary to customize and manage independently the information management system
Information technology knowledge of systems development life cycle
Develop and implement a knowledge management strategy
Develop and implement a CRM strategy that promotes agility across all departments
Map entire business processes and alignment thereof
Measure business effectiveness and performance against expectations
Business process reengineering (Enterprise Architect)
Develop and implement communities of practice
Design and implement a knowledge management platform for the entire company Communities of Practice
Manage a group of six Business Analyst and One Senior Business Analyst
Human Resources
Staff Performance Measurements
Labour Relations
Recruitment and Selection
Succession Planning
Co-ordinate and promote a dynamic collection process.
Redefine and implement new credit risk processes
National Customer Relationship Manager and Retention |
Customer Operations |
Cell C
Sandton, South Africa | 2001 - 2005
ICT and Telecommunications
customer relationship management
Develop and implement CRM and Retention specific applications from scratch
Manage and channel existing internal business processes
Research and implement changes to CRM and Retention business architecture
Perform base analysis that will identify propensity to churn
Reduce operating expenses via more effective customer segment value resource allocation
Implement CRM and Retention strategy by streamlining the entire business process
Data mining and reporting in Business Objects
Develop BI models & various value chain activities.
Develop business requirements
Measure the effectiveness of Technology, the productivity of the People, and the Competency of the Management
Implement and Manage a Data Cleaning Project
Work with developers and DBA’s to manage data discrepancies
Customer profitability measurement
Collect all customer data across all channels and all products
Analyse company markets and product offerings with the view to build models and guide strategic efforts.
Transform the information into customer intelligence through data mining, statistical analysis and the application of business rules
Increase margins by creating greater value for customers, increasing retention and moving away from commodity-based pricing
Maintain and continuously improve technical tool set to support BI environment.
Customer satisfaction measurements
Customer satisfaction program - implementation, Execution and measurement
Management service issues
Retention management strategy
National customer service measurements
Develop predictive models for Churn.
Call Centre Implement Customer interaction Management and productivity management
Enhance customer experience by using one to one marketing techniques to communicate with customers based on their individual needs and preferences
Customer recognition implementation and Execution CVP indicator
Manage all customer interactions via the CC
Skills based routing
Measure productivity levels in the CC
Outbound campaign execution based on life cycle communication
Predictive retention program implementation and execution
Information involvement program implementation and execution
Customer value development program implementation and execution
Predictive churn management
Proactive upgrade campaigns multiple channels execution
Sales order processes management and order fulfilment
Customer satisfaction campaigns
Retention Manager |
Customer Retention |
VODACOM GROUP LTD
Midrand, South Africa | 1999 - 2001
ICT and Telecommunications
Develop and implement CRM and Retention specific applications on existing infrastructure
Manage and channel existing internal business processes
Research and implement changes to CRM and Retention business architecture
Perform base analysis that will identify propensity to churn
Reduce operating expenses via more effective customer segment value resource allocation
Leverage the staff deep understands of local markets and competitive environments
Increase margins by creating greater value for customers, increasing retention and moving away from commodity based pricing
Implement CRM/Retention strategy by streamlining the entire business processes
Maximise the profitability of the existing customers
Collect and Analyse all customer data across all channels and products transform into customer intelligence through data mining, statistical analysis and the application of business rules
Refine the strategies based on the results
Enhance customer experience by using one-to-one marketing techniques to communicate with customers based on their individual needs and preferences
Predictive retention program implementation and execution
Customer satisfaction program implementation and execution
Information involvement program implementation and execution
Customer recognition implementation and execution
Customer value development program implementation and execution
Customer value indicator implementation
Business process alignment
Managed a staff compliment of 350 people.
Retention Manager |
Customer Retention |
MTN South Africa
Sandton, South Africa | 1996 - 1999
ICT and Telecommunications
Develop and implement Retention management strategy.
Manage and channel existing internal business processes
Credit control and collections
Research and implement changes to CRM and Retention business architecture
Perform base analysis that will identify propensity to churn
Leverage Call Centre staff’s deep understanding of local markets and competitive environments
Increase margins by creating greater value for customers, increasing retention and moving
away from commodity based pricing
Implement CRM and Retention strategy by streamlining the entire business process
Maximise the profitability of the existing customers
Collect customer data translate into customer intelligence through, statistical analysis and the application of business rules
Refine the strategies based on the results
Predictive retention program implementation and execution
Design and Implement Campaign Management Strategies
Accounting, Banking and Finance
Manage credit potential bad debt
Credit risks assessment
Financial analysis and guarantees
Pre and post shipment assessments
Invoice discounting
Claims processing
Credit Risk Underwriter |
Underwriting |
Credit Guarantee
Randburg, South Africa | 1990 - 1994
Accounting, Banking and Finance
Underwrite all credit insurance cover (export and domestic)
Assess all pre and post shipment cover
Finance guarantees with the Department of Trade and Industry
Assess Protracted default possibilities
Manage and assess risk transactions
Financial Analysis of Financial Information
Consumer Credit Manager |
Advances |
Standard Bank of South Africa Limited
Johannesburg, South Africa | 1984 - 1990
Accounting, Banking and Finance
Approval of loans,advances, Bridging Finance,
Manage securities, share certificates, cessions, pledges, etc.
Risk assessments
Profitability assessments
Manage collateral
Account management
Financial analysis
Completion of assets and liabilities on balance sheet
Educational history
Tertiary
Randburg, South Africa | 2011 - 2011
Business Leadership - Business Leadership and Ethics
Zurich, Switzerland | 2011 - present
MA in Leading Innovation and Change - Innovation and Change
Sandton, South Africa | 2010 - 2010
Directorship Program - Implementing Corporate Governance
Sandton, South Africa | 2010 - 2010
Directorship Program - Increasing Board Effectiveness and Adding Value
Sandton, South Africa | 2010 - 2010
Directorship Program - The Director’s Role in Risk Management and Strategy
Sandton, South Africa | 2010 - 2010
Directorship Program - Finance for Directors
Auckland Park, South Africa | 2010 - 2011
Master of Business Administration - Corporate Governance
Pretoria, South Africa | 2006 - 2006
Enterprise Architect (UML) - Business Analysis
Johannesburg, South Africa | 2002 - 2002
Business Intelligence - Dashboard Reporting and Analysis
Sandton, South Africa | 2002 - 2002
Knowledge Management - The Management of Business Information Systems
Sandton, South Africa | 2002 - 2002
Customer Alliance and Relationship Engineering - Processes Optimisation and Control
Braamfontein, South Africa | 2001 - 2003
Management Advance Program (MAP) - Management
Bryanston, South Africa | 2001 - 2001
Customer Retention Strategies - Customer Retention and Churn Management
Sandton, South Africa | 2000 - 2000
Customer Relationship Management - Customer Relationship Management Systems Design
Sandton, South Africa | 2000 - 2000
Customer Experience Management - Integrated Customer Experience Management Strategy
Minnesota City, United States of America | 1999 - 2001
Proficiency in Psychometric Assessment - Attitude and Behaviour in the Workplace
Pretoria, South Africa | 1996 - 1998
Diploma In Theology - Biblical Theology
Randburg, South Africa | 1993 - 1995
Diploma In Ministry - Ministerial
Testimonials
"Nathan possesses a wealth of experience which allowed him to implement changes to the operations within his department thus enhancing the performance of his staff and in turn increasing the productivity which contributed to the overall success of the Cell C SP business entity. Nathan is not only dynamic and hardworking but possesses the foresight required in today's leaders. I recommend him without hesitation.” April 2, 2008
Celeste J. Higgins, IT Channel Support Operations Manager, Cell C (Pty) Ltd
worked with Nathan Paul at Cell C
" - 2008
"During the Cell C launch, everyone could rely on Nathan's optimism and enthusiasm, he always managed to find a way to inject energy when it was lagging. Nathan is an asset in tough situations, he makes a plan and keeps his colleagues and staff motivated. It was a pleasure working with him because of his enormous energy and drive.” February 22, 2011
Tracy Townsend, HRD / Special Projects Change consultant, Cell C
worked directly with Nathan Paul at Cell C
" - 2011
"On occasion i have had the privledge of working with Nathan. I Have found him to be a Dilligent and Capable manager.
He has empathy for his staff and always created time for them.
He has always approached every business challenge with an open mind and can do attitude.
Whatever the challenge Nathan will always do it to his best ability, and I would recomend him for any new venture that he decides to take on as he will not fail.
Yours sincerely
Lu Ann Costas” August 26, 2011
Lu-Ann Costas, Billing Coordinator, Cell C
worked indirectly for Nathan Paul at Cell
" - 2011
"I have worked with Nathan in various organisations over the years. He has amazing energy, his staff love and respect him, and more inportantly he has the ability to give the best customer service to the most irate clients. I would highly recommend Nathan to any organisation” January 13, 2011
Kate Graham, Channel Marketing Manager Indirect, Virgin Mobile SA
worked indirectly for Nathan Paul at Tracker Networks
" - 2011
"Nathan Paul is a highly motivated person and knows what he wants in life.Theres is not much what you can say about someone that's focus.Destiny is written all over his face. July 23, 2008
Lincoln Brooks, Owner, Real Youth Builders
was with another company when working with Nathan Paul at Destiny Communications
" - 2008
"Mr. Williams is a Mentor for AFRO DATi Closed Corp. His selfless motive in growing SMEs & budding entrepreneurs is exceptional. His knowledge and approach towards nurturing a business concept to make it a success is incredible and his experience speaks a lot in operations, customer service areas. He opened us several avenues to market our product and helped us network with the most important people in the industry. His encouragement and guidance makes us what we are in the market so far. He sits on the advisory board for AFRO DATi and he is indeed a true mentor for us. Thank you very much Nathan. Sandeep Challa” August 22, 2009
Sandeep Challa, Co-Founder VP Integration, Operations & New Business, AFRO-DATi
was with another company when working with Nathan Paul at Destiny Communications
" - 2009
"In my dealings with Nathan Paul, I found him to be extremely ethical and focussed. He is a strategist who is highly creative and is always willing to mentor and impart his knowledge. I found a great deal of value in our interaction.” January 5, 2011
Candice Pennington, Owner MD, Nemesis Recruitment Services
was with another company when working with Nathan Paul at Destiny Communications
" - 2011
"Nathan is an exceptional, passionate individual with experience in a multitude of disciplines. He's a real expert in the field and demonstrates a breadth and depth of understanding that has helped catapult Virgin Mobile SA's customer experience to an unprecedented level. His ability to communicate cross-functionally has helped me on numerous occassions to match my operational and technology strategies more closely with the needs of our customers - an ability that has helped to dramatically reduce our customer complaints and improve our overall customer satisfaction. I will not hesitate to recommend Nathan professionally - he's at the top of his game.” January 5, 2011
Zak Van de Merwe, Chief Information Officer, Virgin Mobile South Africa
Worked directly with Nathan Paul at Virgin Mobile South Africa
" - 2011
"Nathan conducts himself in the highest measures of integrity and is a much grounded, well groomed and a hard working individual. Working for and with him, is and has been a very challenging yet rewarding experience. Challenging in this that he stretches one to one's full potential limits in order to develop authentic leaders.
Thank you Mr. Williams February 4, 2011
Herold Probert, Customer Experience Analyst, Virgin Mobile South Africa
Reported to Nathan Paul at Virgin Mobile South Africa
" - 2011
