Tertius Serfontein

Background

About Tertius Serfontein

I am a results-driven professional with a comprehensive career portfolio showcasing exceptional operations, customer service & people management. This requires an ability to plan & execute complex tasks strategically to optimize profitable outcomes that are closely aligned with the global objectives. I enthusiastically spearhead transformational initiatives, influence partners & stakeholders, and demonstrate authentic & engaging leadership at every opportunity. It remains critical to manage change and implement value-added insight throughout challenging circumstances without compromising efficiency. To this end, I leverage my technical and interpersonal skills to deliver continuous improvement and effectiveness. Key Competencies that I have developed include: Business Leadership | Tactical Execution | Stakeholder Engagement | Cross-Functional Communications | Change Management | Project Feasibility | Risk Management | Workflow Process & Design | Impact Analysis | Reports & Documentation | Quality Assurance | Training & Coaching | Metrics & KPIs | Talent Development At Air Canada, I developed, motivated and inspired a very strong leadership team to deliver exceptional operational & customer service performance within the context of strong team relationships, high levels of trust and support for work-life balance. Through ensuring systematized reporting & operational review and performance management, my team achieved ‘Best-in-Class’ operational performance ratings in several key metrics, including Baggage Handling & Scanning Compliance, Start-up performance, Safety and best Airport Focus Area score successes, as rated by our customers. Our team accomplished the highest regional Net Promoter Score (NPS) at Air Canada and I implemented a systematic correction of customer complaint issues and service touch-point deficiencies obtained from expansive customer service surveys, leading to world-class, sustainable improvements exceeding the next closest region by 14.5%. Managed critical human assistance and operational contingencies during challenging and fast-paced transitionary periods, including the Fort MacMurray evacuation and BC interior wildfires At Rocky Mountaineer, I led a transformation of the Reservations Team to a centre of excellence for Business to Business and Business to Consumer through increased support during international hours utilizing remote workforce, new contact centre technology, performance based pay initiatives and the migration to an Enterprise Reservations System.