BARRY CYSTER
Operations & Customer Experience Leader
Milnerton, ZA.About
Highly accomplished Operations and Customer Service Leader with over 15 years of progressive experience, including significant tenure at Amazon, driving efficiency, enhancing customer satisfaction, and optimizing complex processes. Proven expertise in managing large, diverse teams, spearheading global quality initiatives, and leveraging data analytics to achieve strategic business objectives. Seeking to apply extensive leadership, operational excellence, and cross-functional collaboration skills to a senior role in a dynamic organization.
Work
Amazon Kindle Direct Publishing
|CS Manager
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Summary
Led customer service operations for Amazon Kindle Direct Publishing, overseeing large teams and driving strategic initiatives to enhance quality, compliance, and productivity across global operations.
Highlights
Managed and developed a high-performing team of 15-20 Team Leads, Senior Support Analysts, and CS Specialists, fostering career growth and ensuring adherence to performance metrics.
Served as Program Manager for the Global CS Quality Portfolio, implementing initiatives that improved service quality and operational standards across international teams.
Functioned as Departmental Hiring Manager and Bar Raiser, significantly contributing to high-volume recruitment and selection of top talent, enhancing team capabilities and leadership pipeline.
Conducted collation and in-depth analysis of large datasets to derive actionable insights, informing strategic decisions and optimizing operational workflows.
Orchestrated strategic planning and coordination with cross-functional teams (HR, Training, Workflow, Operations) to consistently meet quality, productivity, and reporting goals.
Prepared and presented impactful Weekly and Quarterly Business Reviews to senior stakeholders, providing transparent insights into performance and strategic progress.
Spearheaded process improvement initiatives, identifying inefficiencies and implementing solutions that drove operational excellence and enhanced overall service delivery.
Amazon Retail Customer Services
|CS Manager
Milnerton, Western Cape, South Africa
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Summary
Managed customer service operations for Amazon Retail, focusing on team leadership, performance optimization, and compliance to deliver exceptional customer experiences.
Highlights
Directed and mentored teams of 20-30 CS Associates, fostering a high-performance culture and ensuring consistent achievement of service level agreements.
Managed comprehensive payroll administration, coaching, and engagement strategies for team members, significantly contributing to team morale and retention.
Implemented robust performance and compliance management frameworks, ensuring adherence to company policies and industry regulations while driving continuous improvement.
GEODIS
|Imports Operations Manager
Milnerton, Western Cape, South Africa
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Summary
Managed imports operations for GEODIS, overseeing end-to-end shipping processes, team supervision, and critical financial reconciliation to ensure efficient logistics.
Highlights
Supervised and led teams of 8-10 Account Managers, optimizing workflows and enhancing team productivity in a fast-paced logistics environment.
Oversaw the end-to-end shipping process, from origin to delivery, ensuring timely and cost-effective movement of goods for diverse clients.
Coordinated complex warehousing, transport, and delivery operations, streamlining logistics chains and improving supply chain efficiency.
Managed billing and account reconciliation processes, ensuring financial accuracy and compliance for all import operations.
Zelda Gordon & Associates
|Associate / Practice Manager
Milnerton, Western Cape, South Africa
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Summary
Managed legal practice operations and provided specialized legal services, including client consultation, conveyancing, and estate administration.
Highlights
Exercised Right of Appearance in Family Law matters, representing clients effectively in legal proceedings.
Conducted extensive client consultations and liaising, building strong relationships and ensuring clear communication throughout legal processes.
Managed complex conveyancing, liquidation & distribution of estates, and curatorships, ensuring meticulous adherence to legal requirements and timelines.
Handled billing and legal taxation, maintaining financial accuracy and compliance for all client accounts.
Coordinated and delegated administrative tasks for paralegals, optimizing team efficiency and supporting legal case progression.
Rand Merchant Bank
|Legal & Leasing Administrator
Milnerton, Western Cape, South Africa
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Summary
Administered legal and leasing documentation, focusing on compliance, financial reconciliation, and general administrative support within a banking environment.
Highlights
Prepared critical legal documents, including leases, bank guarantees, and final demands, ensuring accuracy and legal compliance.
Managed billing and SARS reconciliation processes, maintaining precise financial records and facilitating smooth tax compliance.
Oversaw ledger management, ensuring all financial transactions were accurately recorded and reconciled.
Provided comprehensive general administrative support, contributing to the efficient operation of the legal and leasing department.
Education
University of South Africa
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Bachelor of Arts
Communication Science
Courses
Communications
Law of Persons & Family Law
Psychology
English
Rhodes High School
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High School
Matric Certificate
Courses
English
Afrikaans
Physical Science
Mathematics
History
Biology
Languages
English
Afrikaans
Skills
Operations Management
Process Improvement, Workflow Optimization, Logistics Management, Supply Chain Coordination, Shipping Operations, Compliance Management, Quality Assurance, Performance Management, Strategic Planning.
Customer Service Leadership
Team Leadership, Team Development, Talent Acquisition, Stakeholder Management, Customer Experience (CX), Customer Satisfaction.
Data & Analytics
Data Collation, Data Analysis, Business Review Preparation, Reporting, Tableau, S3, SQL, Quicksight, Matome.
Legal & Administrative
Legal Document Preparation, Contract Administration, Billing & Reconciliation, Ledger Management, Client Consultation, Family Law, Conveyancing, Estate Administration, Legal Taxation.
Software & Tools
Microsoft Office, Zendesk, Salesforce, Quip, PartyRock, Cedric.
References
ALEX SONGELWA
Group Manager, Amazon Publishing Operations, asongelw@amazon.com, (+27) 084 652 2185
NCUMISA MTSHALI
Executive Member, Multichoice Group, Fmr HRBP Head Amazon ZAF, ncumisa.ngakamtshali@gmail.com, (+27) 083 222 7751