Manager Personal Assistant

CURRICULUM VITAE

NOKUTHULA CHARMAINE NGIDI

PERSONAL DETAILS

SURNAME: Ngidi

FIRST NAME: Nokuthula Charmaine

NATIONALITY: South African

HOME LANGUAGE: Zulu (well spoken, read and written)

OTHER LANGUAGES: English (well spoken, read and written)

Sotho & Xhosa (Speak)

CONTACT DETAILS: 062-***-****

E-MAIL ADDRESS: adg23h@r.postjobfree.com

LICENCE : Code 10

NOTICE PERIOD: Immediately

COMPETENCES:

Ms Word, Ms Excel, MS PowerPoint, MS Access, MS Out-Look, Basic VIP & Project Tracking System (PTS).

Good Numerical & Analytical Skills.

Good Interpersonal Skills able to work with various target groups & a Team Player.

Exceptional Communication Skills - Due to the nature of my previous jobs, there was a continuous interaction at different levels and good communication skills were always required. This is inclusive of Good Listening Skills & Basic Report Writing.

Good Customer Services Skills

Good Organisational & Co-ordinating Skills has the relevant experience and ability to plan and co-ordinate office functions.

Project Co-ordination, Office Administration, Time management (meeting deadlines. etc.).

Data Gathering & Capturing Skills (Good) & attention to detail.

Good Problem Solving Skills, Call Centre Management and Good Customer Services Skills.

EXTRA MURAL ACTIVITIES: Member of a Church Choir, Organizing Youth Initiatives at the Church, Reading Motivational & Christian Books & Prominent People s Biographies.

EDUCATIONAL HISTORY

LAST SCHOOL ATTENDED: Wits Star School (2008) - improving my 2007 Matric Results

HIGHEST GRADE ATTAINED: Grade 12

SUBJECTS PASSED: English, Zulu, Biology, Physical Science & Geography.

TERTIARY EDUCATION

INSTITUTION: Vista - 2008

COURSE: Basic Computer Literacy

TUITION RECEIVED ON: MS Word

MS Power-Point

MS Excel

MS Access

MS Outlook

INSTITUTION: Varsity College -

QUALIFICATION: Higher Certificate Business Practice& Principles

DURATION: 1 Full Academic Year

YEAR: 2011

COURSES: Business Communication, Business Calculations, End User Computing: Microsoft word, Excel, Power point, Web & Microsoft outlook, Business Management 1A& 1B, Introduction to Public Relations, Introduction to Project Management, Work Integrated Learning, Accounting: VAT Inventory system, Posting Transactions Ledger, Types of Business: Pastel Accounting, Prophesying inventory facial report, Project Administration, Introduction to E-commerce.

EMPLOYMENT HISTORY:

NAME OF ORGANISATION: Outworx Contact Centre

DATE OF EMPLOYMENT: 01/11/2017 till date

POSITION HELD: Receptionist HR Administrator

DUTIES:

EMPLOYMENT HISTORY:

NAME OF ORGANISATION: Outworx Contact Centre

DATE OF EMPLOYMENT: 01/11/2017 till date

POSITION HELD: Receptionist HR/Recruitment Administrator

DUTIES:

•Management of Switchboard Operations.

•Greet and Welcome all Guests.

•Respond to employee requests in a timely and efficient manner.

•Act as the point of contact for all office operations.

•Diary Management for the Director, HR Manager and HR Generalists and daily confirmation of appointments.

•Board room Bookings

•Meeting Scheduling

•Daily Reports on Agent Absenteeism and Lateness

•Assisting Recruitment Department with screening of CV s

•Assisting Recruitment Department with phone screening for potential candidates

•Assisting Recruitment Department with Conducting Interviews

•Training Agreement and Permanent Contract Issuing

•Acquiring Assets for New Hires to ensure a smooth, welcoming and consistent onboarding process.

•Keeping the Attendance Register for Support Staff

•Ensure all common areas are Neat and Tidy, practicing discretion and confidentiality whilst managing the Reception Area

•Assisting HR/ Payroll with Payroll changes

EMPLOYMENT HISTORY:

NAME OF ORGANISATION: Bicacon Group Pty Ltd

DATE OF EMPLOYMENT: 01/02/2017 01/09/207

POSITION HELD: Receptionist Administrative Assistant

DUTIES:

•Management of Switchboard Operations.

•Greet and Welcome all Guests.

•Respond to employee requests in a timely and efficient manner.

•Act as the point of contact for all office operations.

•Oversee Procurement, Vendor Selection, Contracts (with manager approval), Relationship Management and Budgeting for Office Supplies, Kitchen Consumables and Snack Program.

•Acquiring Assets for New Hires to ensure a smooth, welcoming and consistent onboarding process.

•Ensure all common areas are Neat and Tidy at all times.

•Provides high-level administrative and executive support for the Engineering Department while practicing discretion and confidentiality and managing the Reception.

•Implemented and streamlined office procedures and maintained files.

•Coordinate a busy master calendar for the Engineering Department requiring interaction with both internal and external executives and assistants to schedule appointments and various meetings.

•Manage multiple recurring reports (i.e. pre-lease and property specific reports).

•Process review code and submit all departmental invoices and vouchers for approval.

•Assists with meetings including Managing Set-Up, Conference Room Scheduling, Food Orders and Delivery.

•Responsible for organizing and coordinating all meetings and events, including assessing priority, reserving location, arranging for hospitality and catering, greeting guests, attending meetings and taking notes, and providing necessary summaries and follow-through on action items after meetings. Plan and Host Seasonal Events as well as Support Office Events.

•Manage and provide administrative support on projects and initiatives, including developing and implementing plans, coordinating efforts, maintaining systems, tracking progress, preparing reports, facilitating communication and following up on action items.

•Coordinates all Travel Plans, including Making Flight, Hotel, Car Service, and Car Rental Arrangements; prepare all related Travel Documents, Detailed Itineraries, and Expense Reports; and coordinate all other materials related to travel, including Conference Documents and Agendas, PowerPoint Presentations, etc.

•Responsible for all office operations and administrative activities required to maintain and ensure effectiveness and efficiency, including streamlining office procedures, preparing expense reports, ordering supplies, establishing and maintaining files.

REASON FOR LEAVING: It s a Temp Position & I m looking For Stability & Growth.

NAME OF ORGANISATION: Web-Help

DATE OF EMPLOYMENT: 02/11/2015 31/01/2017

POSITION HELD: Sales Advisor

DUTIES:

•Responsible for receiving and collecting Payments from Customers.

•Handle purchase requests from Customers and Placing Orders for Customers, Tracking Orders and Chasing Deliveries and conduct Order Cancellations where it is required.

•Managed the Receiving of Returned Faulty Goods and arranging the necessary repairs and refunds or new deliveries to customers.

•Facilitated Product Warranties for all Sales.

•Responsible for Tracking the Team s Statistics and Compiling the Day, Weekly and Monthly Statistics Report.

•Tracking Missing Payments and further perform Payment Arrangements and issuing Statements via the Post and or Electronically.

•Monitored Customer Accounts and assisted with statements breakdown for Customers.

•Tracked overall Regional Team Sales Targets and compiled Monthly Sales Report.

•Served as a Team Supervisor and assisted the Manager with Team Performance Monitoring and Management.

•Responsible for Job Training of all Team New Recruits.

REASON FOR LEAVING: Contract Expiry

NAME OF ORGANISATION: MTN

DATE OF EMPLOYMENT: 28/05/2013 09/05/2014

POSITION HELD: Call Centre Agent

DUTIES:

Handling Call Centre Telephonic Queries in an Inbound and Outbound Call Centre environment.

Photocopying and Faxing of documents to clients as and when required.

Ensured Customer Satisfaction.

Ensured Maintenance of Good Relations between Customers and our Company.

Solving Queries to the satisfaction of Clients.

Blacklisting Cellular Phones.

Processing Contract Cellular Phones Upgrades.

Handled Account Queries.

Performed Sim-Card Swop Activations.

Sales & Marketing Advising Customers on products and specials available at MTN.

REASON FOR LEAVING: Contract Expiry

NAME OF ORGANISATION: Call Centres International (Talk Customer Loyalty Campaign)

DATE OF EMPLOYMENT: 07/05/2012 30/04/2013

POSITIONS HELD: Quality Assessor

DUTIES:

Set Standards - Responsible for setting the quality standards for incoming and outgoing calls. Standards set were but are not limited to, How the Call is Answered, How Well the Agent Engaged the Customer, How Well the Agent Used Available Resources, whether or not the Customer's issue was Resolved and how the Agent closed the call. I also put together a Telephone Script for Agents to follow on each call.

As a Quality-Assurance Analyst I monitored phone calls to ensure representatives are following the organization s protocols. Assessing inbound and outbound calls.

Assessing agent quality scores.

Giving feedback to assist in the development of agent to better customer service.

Sending agent quality score cards to relevant team manager s coaches and duty managers.

Doing live assessment on floors.

Giving feedback to assist in the development of agent to better customer service.

Sending agent quality score cards to relevant team manager s coaches and duty managers.

Doing live assessment on floors.

Areas of my Analysis Studies were inclusive of Voice Quality, Product Knowledge, as well as whether representatives stick to their training scripts. I further checked to see if Customers are satisfied with the results of the interaction, and if calls are ended in a friendly and professional way.

Designed Evaluation Programs - was responsible for designed various performance metrics to analyse performance of Agents e.g. One of the metrics I used was the counting the number of times a representative uses the customer s name, which helps create a sense of personalized attention. Another metrics that used was comparing a Customer-Service Representative s Performance to the Standardized Script for Phone Calls thus able to identify the best way to Evaluate Performance in terms that help an organization recognize problems and increase its effectiveness.

Monitoring Industry Trends - kept abreast of industry trends through studying the practices of various firms within the industry to identify industry s best practices to improve customer relations then created customized solutions for the company and optimized customer relations.

Trained Agents - Collaborated with Supervisors and educated Agents on the purpose of the Team and what can be done to ensure high QA Scores.

Recorded and Listened to Calls - spent most of the day recording and listening to live telephone calls using a checklist to determine if the Agents handles the Calls according to QA Standards and Guidelines. Based on the results of the checklist, then assign overall Score to the Agents for the call and provide feedback to both Agents and Supervisors.

Coaching & Feedback - produced reports through monthly Call Centre Metrics that consists of overall QA score for the entire Centre that must be met each month to please Clients. Facilitate Coaching for Agents with Low Scores through a refresher course or tips on what it takes to get higher scores thus curbing the risk of losing Clients.

REASON FOR LEAVING: Contract Expiry

NAME OF ORGANISATION: Gidani Pty Ltd (National Lottery Operator)

DATE OF EMPLOYMENT: 01/02/2009 15/12/2010

POSITION Held Executive Personal Assistant to Corporate Executive: Security & Facilities Management

DUTIES:

KEY JOB PURPOSE:

To provide comprehensive Administrative Support for the Security & Facilities Management Business Unit.

Provide extensive support as a Personal Assistant to the CE: Security & Facilities Management.

To provide an efficient Project Administration for the Business Unit and generate Status Reports for the CE: Security & Facilities Management.

SECRETARIAL SUPPORT:

Diary Management for the CE: Security & Facilities Management and daily confirmation of appointments.

Telephone Management / Screening of Calls for the CE: Security & Facilities Management.

Receive and welcome visitors for the CE: Security & Facilities Management and organize refreshments for them.

Prioritize CE s workload including pro-active In-Tray Management.

Screen correspondence addressed to the CE: Security & Facilities Management and serve as a keeper of highly confidential issues.

Draft responses to correspondence appropriately and type all business correspondence as and when required.

Prepare PowerPoint Presentations, produce overhead transparencies and other relevant document for the CE: Security & Facilities Management Meetings and Presentations.

Compile and process Expense Claims for the CE: Security & Facilities Management.

Provide Administrative and Secretarial support to all functional Heads within the Division (e.g. Invoice Processing, Loading Cheques for payment, etc.).

DIVISIONAL PROJECTS CO-ORDINATION:

Arranges and co-ordinates departmental meetings as and when required and produce Agendas for such meetings.

Take minutes of meetings, distribute them accordingly (within 72 hours) and follow-up decisions.

Co-ordinate the development of the Division s Action Items on projects identified during the Divisional Meetings for the entire Division.

Follow-up on Action Items on behalf of the CE: Security & Facilities Management and compile a Status Report thereafter.

Assist the CE: Security & Facilities Management with general management of the Division s projects.

Manage specific projects in area of responsibility and research as and when required.

Order and Manage Stationery for the Security & Facilities Management Unit in order to supply the Business Unit with the necessary materials required for daily usage.

Arranges travel and accommodation bookings for the entire Business Unit.

Conduct Accounts Processing and Monthly budget reconciliation for the Division.

PREPARATION OF ACTIVITY REPORTS:

Assist with the compilation and formatting of monthly reports for the Division.

Distribute Reports to the NLB and the Trust as per standard schedule as required by the License.

EVENTS CO-ORDINATION:

Plans, arranges and follows through various Divisional Functions to ensure their efficient running (when required) and organise refreshments as and when required for the Division.

Collate and keep record of events held by the Division.

GENERAL ADMINISTRATION:

Establish and maintain Divisional Filing System by updating the System when necessary and keeping the filing up to date (ongoing) file daily.

Send out Divisional Communications to GIDANI Staff e.g. on Security & Facilities Management Policies and general Divisional matters.

Maintain the whereabouts of the members of Security & Facilities Management Division.

Perform all other Administrative tasks which may be determined from time to time by the CE: Security & Facilities Management.

REASON FOR LEAVING: To further my studies

NAME OF ORGANISATION: Computer Kit Systems CKS (IT Company)

DATE OF EMPLOYMENT: 01 February 2009 31st May 2009

POSITION HELD: HR Administrator

DUTIES:

Provided basic Secretarial and HR Administrative support e.g.

oHandled the Incoming & Outgoing Mail.

oReceiving HR Visitors and organising refreshments for them.

oDiary and telephone management.

oOrganising travel and accommodation bookings.

oPrepare relevant documentation and presentations for meetings.

oTyping of general correspondence.

oStationery Ordering.

oProcessing of HR Payments.

oSend out HR Communications and News e.g. new employee announcements and HR Staff Meetings.

Responsible for the Management of Personal Files and conducting necessary audits as and when required.

Capturing of Leave on VIP System.

Assist with Recruitment through scheduling of interviews, issuing offer letters and receiving new employees on commencement.

Organise Employee Access Cards, Workstations and process HR Forms.

Forward New Engagement Forms to Payroll.

Assist with Termination of Resigning employees by Receiving Resignation Letter and discuss it with the HR Manager, advising Payroll and ensure collection of company assets on the last day.

REASON FOR LEAVING: Short-Term Contract expired, was holding fort for someone on Maternity Leave.

NAME OF ORGANISATION: Body Shop Pavilion Westville Mall

DATE OF EMPLOYMENT: 01 September 2008 31 December 2008

POSITION HELD: Sales Advisor & Cashier

DUTIES:

Served as the first point of contact for walk-in customers and extended an excellent customer services.

Handled all customer telephonic queries on our products.

Provided an Advisory Role on shop/company products and serviced clients accordingly.

Served as the Cashier for the Body Shop.

Managed the process of Cashing up and preparing for Banking.

Liaised with Sales Reps and Placed orders with Suppliers.

Ensured Data Capturing of all Invoices and Maintained an accurate filing system.

Handled all incoming and outgoing company correspondence.

Typing of general correspondence e.g. letters and faxes.

REASON FOR LEAVING: Relocated back to Johannesburg to be with my family.

NAME OF ORGANISATION: ANC Youth League

DATE OF EMPLOYMENT: 15th February 2008 30th August 2008

POSITION HELD: Data Capture

DUTIES:

Received ANC Youth League Membership & Congress Accreditation Application Forms from the Branches, via e-mail, faxes, deliveries and post/courier.

Reviewed and ensured accuracy of all received applications and followed up on outstanding information or documents on the applications prior to processing them.

Process the applications through, Obtaining of Relevant Approvals, Capturing of Information on the System, up to the issuing of Membership Cards.

Facilitate the distribution of Processed Membership Cards via ANC Branches through organising of deliveries, collections and courier and maintained records thereof.

Maintained a good filing system for the New Memberships Processed both manually and through electronic database management.

Liaised with various ANC Branches on new applications and on issued membership cards follow ups Handled all related queries.

Preparation and Typing of Weekly Reports as per Membership & Congress Accreditation Applications processed and distributing them to relevant stakeholders by Fax or E-mail.

Typing of general Membership Letters.

REASON FOR LEAVING: It was a Temp Position.

EMPLOYMENT REFERENCES: Available on request

END

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