Customer Service Manager

Geraldine Stirling

Curriculum Vitae

Personal Details

Name : Geraldine Stirling

Date of Birth : 10-May-62

Identity Number : 620*********

Nationality : South African Citizen

Gender : Female

Marital Status : Divorced

Dependents : 2

Religion : Christian

Residential & Postal Address : 2 Villa Siesta, Willem Botha Ave

Wierda Park, Centurion, 0157

Cell Telephone : 084*******

Languages : English; Afrikaans

Health : Very good

Drivers Licenses : Code 08

Own Transport : Yes

Employment Equity : Yes (hearing disability)

Educational Qualifications

Last School Attended : President High, Robertsham

Highest Standard Passed : Matric

Year : 1979

Subjects Passed : English, Afrikaans, History,

Accountancy, Typing and Biology

TERTIARY EDUCATION

Management Development Program through Dimension Data at the Manchester Business

School in July’2001 over a 1 year period (a mini MBA Degree).

Subjects Completed:

• Personal Effectiveness

• Creative and Decision Making

• The Effective Manager

• Communicating and Influencing

• Working in Teams

• The Employment Cycle

• LRA

• Managing Performance

• Developing Potential

• Customers and Markets

• Financial Awareness

• Managing Projects

• Managing Operations and Services

• Information for Competitive Advantage

• Managing in a Dynamic Environment

Sales Negotiations Skills Diploma in May’2003 through Scotwork Negotiation Skills in the UK

(1 week course).

SQL Foundation In-house – basic development and SQL test scripts.

COBIT compliancy – implemented practices and procedures within all departments to ensure

full compliancy according to IT and auditing standards.

COMPUTER COURSES / PACKAGES

INFORMATION TECHNOLOGY MATRIX FORM

PROGRAMMING LANGUAGES

Curriculum Geraldine Stirling 2

Example: C, Visual C++, Delphi, Java, PowerBuilder, RPG, Embedded, Visual Basic, PL/SQL etc.

SQL Visual Progress Progress Progress

Basic Basic 4GL Dynamics

DEVELOPMENT

MAINTENANCE

ONLINE

ANALYSIS

DESIGN

MONTHS 4 yrs 9 yrs 13 yrs 13 yrs 13 yrs

EXPERIENCE

LAST USED Current Current 200*-****-****

DATABASES

Example: AS400, SQL, DB2, IMS, Construct, Paradox, Access, Informix, Oracle, Sybase Progress

SQL Progress Progress Progress Oracle AS400

Basic 4GL Dynamics

ADMINISTRATION

DEVELOPMENT

DESIGN

MONTHS 4 yrs 13 yrs 13 yrs 13 yrs 3 yrs 2 yrs

EXPERIENCE

LAST USED Current 200*-****-**** Current Current

Curriculum Geraldine Stirling 3

OPERATING SYSTEMS

Example: OS 400, VMS, Unix (Flavor), Windows NT, MVS, DOS, OS2, Windows 2000, Windows 98,

Windows 95, Windows ME, Windows XP, Linux etc.

Windows Windows Windows Windows Unix SCO

NT 98 2000 NT

USE

INSTALLATION

TRAIN

SUPPORT

CONFIGURATION

SCRIPTING

MONTHS 15 yrs 15 yrs 15 yrs 15 yrs 21 yrs

EXPERIENCE

LAST USED Current Current Current Current 2009

NETWORKING

Example: Novell, Ethernet, TCP/IP, Exchange, Compaq MQ Series, ATM, Bridges, Routers, SNA, Video

Conferencing, Telecommunications, Proxy etc., GSM Networking

TCP/IP Exchang Hotkey Video Team GSM

e Conferencin Viewer Networking

g

USE

INSTALLATION

TRAIN

Curriculum Geraldine Stirling 4

SUPPORT

MONTHS 15 yrs 12 yrs 12 yrs 3 yrs 3 yrs 3 yrs

EXPERIENCE

LAST USED Current 2009 2009 Current Current Current

SOFTWARE PACKAGES

Example: SAP, Impact JBA, Great Plains, BPCS, Pastel, Accpac, JDE, Oracle Financials, Lotus, Baan,

SMS, MS Word, MS Excel etc.

MS Word MS Access MS TrenStar Auto-Mate Merlin

MS Works Systems EAM System System

MS Excel Controller System

USE

INSTALLATION

TRAIN

SUPPORT

CONFIGURATIO

N

MONTHS 15 yrs 15 yrs 15 yrs 3 yrs 13 yrs 7 yrs

EXPERIENCE

LAST USED Current Current Current Current 2009 1997

HARDWARE

Example: HP, Sun, IBM, ICL, Hitachi, Unisys, Siemens, PC, AppleMac, Wang, Amdahl, NCR etc.

Wang PC / HP

USE

INSTALLATION

Curriculum Geraldine Stirling 5

TRAIN

SUPPORT

CONFIGURATIO

N

MONTHS 4 yrs 15 yrs

EXPERIENCE

LAST USED Jan’89 Current

APPLICATIONS

Example: Financial-, Commercial-, Web-, E-Commerce-, Desktop-, ERP-, HR-, POS Applications, etc.

TrenStar TrenStar Psion Microsoft Microsoft Microsoft

EAM / Web FINANC Mobile Task Power SQL

Application E System Control Manager Point

System Centre

USE

INSTALLATION

TRAIN

SUPPORT

CONFIGURATION

MONTHS 4 yrs 4 yrs 4 yrs 4 yrs 4 yrs 4 yrs

EXPERIENCE

LAST USED Current Current Current Current Current Current

APPLICATIONS

Example: Financial-, Commercial-, Web-, E-Commerce-, Desktop-, ERP-, HR-, POS Applications, etc.

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Microsoft Microsof Microsoft Microsoft Microsoft Microsoft

Access 2010 t Excel Office Publisher SharePoin Word

Projects t

USE

TRAIN

SUPPORT

CONFIGURATION

MONTHS 15 yrs 15 yrs 5 yrs 5 yrs 5 yrs 15 yrs

EXPERIENCE

LAST USED Current Current Current Current Current Current

APPLICATIONS

Example: Financial-, Commercial-, Web-, E-Commerce-, Desktop-, ERP-, HR-, Engineering-, POS

Applications, etc.

Microsoft Unicentre Siebel I-Exchange Roundtable Task

Visio Service Plus (QA) Manager

Service Desk (QA)

USE

INSTALLAT

ION

TRAIN

SUPPORT

CONFIGUR

ATION

MONTHS 3 yrs 3 yrs 13 yrs 13 yrs 13 yrs 13 yrs

EXPERIEN

CE

Curriculum Geraldine Stirling 7

LAST USED Current Current 200*-****-**** 2009

TRENSTAR ENTERPRISE ASSET MANAGEMENT

SYSTEM

(EAM) / WEB CAPTURING / MOBI HAND HELD SCANNERS for the

following modules:

Financials: Profiles, Invoicing, Online Ordering and Purchasing

Operational: Workshops Maintenance Management, Packaging, Jobcards

Maintenance; Damage Costing and Invoicing

Tracking: Dispatch and Receiving, Stock Takes

System Administration: Utilities, Administrator Functions, Menus and

Configuration

Reporting: All modules and Report Scheduler

EAM Invoicing: Integration into SAP

Mobi Scanner Handheld devices: EAM setups; scanner behaviours; networks;

APN configurations, network platforms setups and support

Europe (Germany and China) projects: implementation and overseeing of

projects as well as providing one-on-one support to all users.

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AUTO-MATE DEALER MANAGEMENT SYSTEM (CHARACTER

AND GUI BASED) (Basic and Advanced Courses) and NX Auto-Mate:

Financials: General Ledger, Debtors, Creditors and Fixed Assets

Operational: Vehicles; Parts, Workshops, Quotations and Deals; Forecourt, Showroom;

Autovision; Marketing and Prospecting; Warranty and Tracking

Reporting: Forms Printing; Auto-Mate Report Generator; Auto-Mate Report Writer

Systems Auditing: Auto-Mate Systems Controller

MERLIN FLEET MANAGEMENT SYSTEM (CHARACTER AND

GUI BASED) (Basic and Advanced Courses):

Merlin Fleet Management System:

Financials: General Ledger; Debtors and Creditors

Operational: Workshop; Parts Stock Control; Vehicles and Stock Control; Fuel;

Exchange Units; Accidents and Incidents; Stores and Purchase Orders; Rental

Agreements, Tracking and Scheduling, Personnel

System Administration: Utilities and Parameters

Merlin Lease and Fleet Management Control:

Financials – General Ledger; Debtors and Creditors

Operational: Account Executives; Vehicles, Quotations and Deals, Fleet Management,

Logs and Contacts, Fundships; Money Management

System Administration: Utilities and Parameters

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Merlin Report Generator

Merlin Systems Controller

Employment History (1)

(Commencing with Latest Employment)

Name of Company : TrenStar SA (Pty) Ltd

Address : 3 Esdoring Street,

Unit C, Highveld Techno Park,

Centurion

Telephone : (012-***-****

Period : August 2010 – Present

Position : Support Manager

Reason for Leaving : Open for discussion

Main Duties: Overall management of Support Desk Centre

Design and implement efficient processes to ensure smooth business

operations.

Create training programs, generate financial reports and help develop safety

and support policies, evaluate personnel and enforce disciplinary measures.

Help maintain office supply inventories and resources to users in-house;

externally and overseas.

Essential support by providing a 24/7 online support system

Achieves customer service objectives by contributing customer service

information and recommendations to strategic plans and reviews; preparing and

completing action plans; implementing production, productivity, quality and

customer service standards; resolving problems, completing audits; identifying

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customer service trends; determining system improvements; implementing

change.

Accomplished customer service human resource objectives by recruiting,

selecting, orienting, training, assigning, scheduling, coaching, counselling and

disciplining employees. Communicating job expectations; planning, monitoring,

appraising and reviewing job contributions; planning and reviewing

compensation actions; enforcing policies and procedures.

Determine customer service requirements by maintaining contact with

customers; visiting operational environments; conducting surveys; forming focus

groups; benchmarking best practices; analysing information and applications.

Improving customer service quality results by studying, evaluating and

redesigning processes; monitoring and analysing results and implementing

changes.

Maximises customer operational performance by providing support desk

resources and technical advice; resolving problems; detecting and diagnosing

network problems thru SCOM Alerts.

Update knowledge base to assist support and end users with system, accessories

and pc related problems.

1 Scanner Support Helpdesk Report for Scanner Critical Depot calls / SANBS calls handled as

priority with all Support desk staff

2 Scan Con Queries Helpdesk Report for Scan Scan Confirmation Queries resolution

Cons

3 EAM System set-up Helpdesk Report for EAM EAM System set-up – New / changes / User set-up

system changes

EAM Project specific set-up and business analysis

4 System Incident System downtime occurrences System issues (EAM / CM) – timeously

communication communicated to business and customers impacted –

reported on daily / monthly to management

5 Barcode generation Helpdesk Report for Barcode New Barcode Number / Item type generation

and printing Numbers

6 External customer Helpdesk Reports on Customer Customer Specific Solution Support (Toyota, Ford,

support calls logged Buckman, Bardusch, Ecolab, Shatterprufe etc.) and

reporting back to Management weekly / monthly

7 Helpdesk call Helpdesk Report for Support Adherence to Call completion – All properties, Root

completion Desk Cause, Time spent on call etc. Call escalation to

adherence Infrastructure / Development if not able to resolve

8 Support Desk call Support Desk call analysis Call analysis (Trends, Investigations and

analysis report Recommendations) – Weekly / monthly reporting to

management.

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9 Dashboard support Support dashboard Designed and implemented dashboard monitoring

for the support desk and command centre,

monitoring scanners and transactions on the

respective databases.

10 Problem and Problem solving and Counter Problem identified in department OR Improvement

Counter measure measure sheet initiative identified in department to be implemented

sheet by Target Date

11 Scanner Audit Ensuring that the support Safekeeping of stock in designated areas.

consultants perform the Responsible for safekeeping of stock i.e. desk,

counting of existing stock and storeroom and/or server room.

new stock.

12 Networks and Ensuring that GSM networks Problems identified with networks (Vodacom / Cell

connectivities are maintained C / MTN) and addressed timeously. Ensuring

scanner frequencies are adhered to. RFID gates etc.

Entire project management, business analysis, 1st

13 Europe Market Germany Project Manage

line support and reporting; user manuals and

handheld scanner support

Entire project management, business analysis, 1st

14 Europe Market China Project Manage

line support and reporting; user manuals and

handheld scanner support

15 Quality Assurance EAM client web and scanners Quality control processes on all modules, client web

and Software and scanner specific. Roll-out of software on all

Releases platforms including software release notes and

support.

Employment History (2)

Name of Company : Auto-Mate (Pty) Ltd

Address : 57 Sloane St, Zone 2, Wrigley Field, Dimension Data Campus, Bryanston

Telephone : (011-***-****

Period : September’97 to December’2009

Position : 1. Support Consultant (v3x – chr and gui) – (1997 – 1998)

2. Support Manager (v3x – chr and gui) – (1998 – 2002)

3. Quality Control Manager (v3x – chr and gui) (2003- 2004)

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4. Business Manager (NX) – (2005 – 2006)

5. Support and Quality Control Manager NX – (2007 to December’09)

** Part of the Exco Group since 2004.

Reason for Leaving : Family responsibilities

Main Duties:

CUSTOMER CARE, HELPDESK AND SUPPORT CENTRE

1. Designed and implemented a Help Desk / Call Centre Facility that provides support 24/7

Customer reports faults and enhancements by logging a call thru I-Exchange and

Helpdesk

Up-to-date and easily accessible Frequently Asked Questions (FAQs) and answers are

available to assist the consultants to diagnose and log a problem timeously.

2. Assist and advise customers – customer care department

• Establishing a customer care centre (15 consultants) that are responsible for managing

the solution process of reported logs via our call centre according to service levels set

out in Service Level Agreements and contracts (first and second levels).

• Key Goal Indicators and processes are defined and timely management reports are

available.

3. Ensuring Continuous Service

• Ensuring Customer Care infrastructure is manned during working hours, as well as

during critical client operational requirements for monthend and yearends (24 hour

standby for bureau and customer care departments).

4. Manage Problems and Incidents

• Identifying between hardware and software related problems and transferring of

ownership or logs between technical, bureau and customer care consultants.

• Commitment to maintaining good customer relations and delivering a high level of

customer service which are always maintained.

5. Define and Manage Service Levels according to SLA’s

• Build relationships with vendors and ensure SLA’s are met at all times.

• Manage after hours and emergency support.

6. Manage Data

• Ensuring all Customer Care Consultants are enforcing best practises with data input,

processing, data accuracy and standards are clearly communicated to customers.

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7. Time Management

• Working to tight deadlines and handling manpower (24 hour standby).

8. Manage Performance and Capacity

• Capacity planning together with the bureau on installation of new sites to ensure

smooth rollouts and deadlines met as set out with projects. Roll-out of additional

branches and maintaining servers and databases at the respective sites. Ensuring

dayends, monthends and yearends are smooth running on a continuous basis and

planning and scheduling of processes are adhered to.

9. Manage Projects

• Attending project management meetings to ensure all projects all planned with the

various departments, rollouts are monitored.

10. Manage Human Resources

• Managing people and ensuring Customer Care Consultants are professional and

working as a team.

• Managing performance reviews to reflect service excellent standards and targets.

QUALITY CONTROL AND SUPPORT

1. Manage Quality

• Responsible for quality management as quality control manager.

• Adhering to prescribed policies, procedures and processes that will allow all teams

to achieve a high level of quality in the work they do.

• Improve the quality of the work produced, not just in terms of software, but all

outputs of the development effort.

• Managing Operations and Services – applying business processes (financial

management, human resource management, managing projects). COBIT compliant (similar

to ISO9000).

2. Construction of Test Plans

• Ensuring the testing in the following areas: acceptance; compatibility;

conformance; functional; integration; load; performance; regression; stress; system or unit

(manual and/or automated).

• Assisting project management team by ensuring program and business specs are

drawn up and distributed to clients, prior to any enhancements on the system for their

feedback and approval.

• Assisting the business analyst team by creating fully functional business test plans

and test procedures.

• Develop automation test scripts to maximise test coverage and improve test

efficiency.

3. Execution of Test Plans

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• Perform unit testing to the specification requirements on the task.

• Testing across different databases and platforms.

• Utilize testing software and manual testing methods that meet the design

specifications and are within total quality management limits and standards.

• Logging of incidents picked up in testing on Task Manager, retesting of defects.

Providing feedback on defects and enhancements.

• Track and analyse results of the tests and work closely with the software developers

to analyse code breakdowns, test coverage and defect discovery and resolutions.

4. Maintenance of Test Environment

• Maintaining automated tools to support workflows, pro-forma work plans, testing,

configurations and distribution of software

• Assisted production manager with the creation and implementation of NX Quality

Management Tool, i.e. Task Manager to track and manage changes on the software.

5. Continuous Improvement

• Work with support consultants, quality controllers, business analysts, developers and

project managers to limit code regression.

6. Reporting

• Ensuring log files are kept and contents relayed to senior management on

disruptions (losses and availability), level of resources and time required in relation to these

changes as well as number of new errors introduced into the system by these changes.

• Post mortems done on all emergency logs which are reported and documented

displaying reasons. Document time lapses as this contributes to total service delivery.

• Preparing daily and monthly statistical reports to senior management on the number

of logs included in the release, rejections between departments, reason for log creation,

regional stats, and time taken on each task (programmer and quality control).

Employment History (3)

Name of Company : Merlin Software Solutions

Address : Melrose North

Temp work from February’92 to August’93.

Period :

September’93 to August’97.

Position : Training and Support Manager

Reason for Leaving : Owner sold business and moved to Malawi

Duties:

TRAINING AND DEVELOPMENT

Responsible for all end user training on Merlin Software Package on all modules

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Compiling and maintaining all user training and operational modules.

Scheduling training courses, venues and attendees.

Feedback to managers on user abilities and competencies.

SUPPORT AND DISTRIBUTION

Responsible for support telephonically and/or on-site to resolve user or software problems.

Distribution of software upgrades with latest enhancements or correction of defects on UNIX

and windows platforms.

Ensuring databases are maintained, dayends and monthends are operational as well as

backups is maintained by system controllers and users.

Employment History (4)

Name of Company : Textile Industry Training Board

: New Doornfontein

Address

Period : March 1988 to January 1992

Position : Training Coordinator and PA

Reason for Leaving : Divorced and relocated

Employment History (5)

Name of Company : AI Insurance

: Braamfontein

Address

Period : October 1985 to February 1988

Position :

Word Processing Supervisor

Curriculum Geraldine Stirling 16

Reason for Leaving : Career in training

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