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Contact Details Manager

Location:
Norkem Park, Gauteng, 1618, South Africa
Posted:
December 29, 2020

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Resume:

CURRICULUM VITAE OF XOLI PHILISIWE MFUSI

PERSONAL INFORMATION

Surname: Mfusi

First Name: Xoli Philisiwe

Title: Miss

Residential Area: 289 Pongola River

Norkerm Park

Kempton Park

1618

Contact Number: 076-****-***

Alternative Number: 072*******

Gender: Female

Identity Number: 880**********

Nationality: South African

Marital Status: Single

Driver’s License: Code 8

Criminal Record: None

Health: Good

FURTHER EDUCATION AND TRAINING

1. High School Attended: Phumulani Secondary School

Year Matriculated: 2005

Subjects: Mathematics, English, Isizulu, Biology, Geography,

Physical Science and Criminology

1.Institution: (EWC) Germiston Campus

Year Completed : 2007

Qualification: Introduction to Computers, International Computer

Driving License (ICDL), A+, N+ and Programming VB 6.0

2.Institution: Bytes People Solution, Midrand

Duration: 1yr

Period: 9 May 2011 to 2 May 2012

Qualification: Learnership: National Certificate in Information

Technology: Systems Development NQF Level 5 SAQA ID

48872

Subjects: Personal Development

Gathering Techniques

Database Design (QSL Server 2005)

Visual Basics.Net 2005

ASP.NET

JAVA

Training: 4 Months

Workplace Experience: 8 Months

3.Institute: Bytes People Solution

Month Achieved September 2013

Qualification: Questionmark Perception Authoring

4.Institute: Bytes People Solution

Month Achieved November 2012

Qualification: Telephone Impact and Customer Service

5.Institute: Bytes People Solution

Month Achieved August 2012

Qualification: Email Communication / Etiquette

6.Institute South Software Testing Qualification Board

Month Achieved March 2018

Qualification ISTQB Certified Tester Foundation Level

7.Institute Microsoft

Month Achieved September 2018

Qualification Microsoft Dynamics 365 Customization and

Configuration

WORKPLACE EXPERIENCE

1. Company Name : Syspro Corporate

Position : CRM Administrator

Period : 15 June 2018 till date

JOB PURPOSE

The CRM Administrator is responsible for the day-to-day management of the CRM system by ensuring that the Dev, UAT that solutions behave the same way when deployed from one environment to the next.

CRM Administration:

1.Designing, configuring and debugging CRM environments, configurations and solutions.

2.Maintenance, access and security administration.

3.Reviews and validations of CRM solution functionality for end user experience, optimal performance and efficiency.

4.Reviews of solution implementation to written technical specifications.

5.Perform maintenance and correction of identified defects.

6.Ensure that environments, solutions and configuration comply with the functionality of the FRS.

7.Ensure that deliverables are met within the agreed upon timelines. 8. Provide reasonable recommendations on license options according the client requirements for roles and solutions.

9.Create work instruction for different roles.

10.Create documentation for new functionality.

11.Experience in customizing, configuring and administering MS Dynamics CRM I.e. writing of workflows, creating of dashboards, forms, reports and views.

UAT Testing:

1.Design and prepare functional testing (unit tests).

2.Ensure unit tests work correctly.

System Review:

1.Assist in the review of solutions by Investigating, analyzing and documenting reported defects.

2.Ensure all solutions are reviewed, unit tested (with sufficient CRM configuration coverage) and run correctly locally before they are checked in.

3.Ensure that the SDLC, solutions, infrastructure architecture and configuration conform to the standards, solution analysis passes and is performing the function as described by the Use Case.

4.Perform CRM testing and quality assurance

Scrum Responsibility:

1.Manage each project’s scope and timeline using DevOps

2.Coordinate sprints, retrospective meetings and daily stand ups

3.Facilitate internal communication and effective collaboration

4.Work with products owners to handle backlogs and new requests 5. Ensure deliverables are up to quality standards at the end of each sprint

6. Resolve conflicts and remove obstacles that occur

Reason for Living : I am looking for better career prospects, professional growth and work opportunities.

2. Company Name : GlaxoSmithKline

Position : CRM Database Administrator and Data Analyst

Period : 20 June 2016 till 12 February 2018

JOB PURPOSE

A full-time database administration and data analyst position, managing the sales and marketing database of GSK Southern Africa.

ADMINISTRATION

To generate call activity reports that will help to make quick business decisions

1.Manage and maintain Salesforce CRM seed data, such as profiling assessments, product hierarchy, access rights, lists of values, etc. – change will be driven by both end users (Medical Representatives) and the business

2.Handle any business-driven changes to the above data, such as territory realignment, marketing and sales strategy changes, re-profiling, re-targeting etc.

3.Liaise and pro-actively work with the user community, marketing and sales teams to achieve the above and create a highly effective support database for the Medical Representatives and Medical Scientific Liaisons (MSL)

4.Manage procurement of handheld devices (e.g. ipads) and assign handheld devices to Medical Representatives and First Line Leaders.

5.Train the Sales Team on the use of hand held devices (e.g. ipads)

6.Liaise with the IT team to prepare and deliver up-to-date reports, which will assist the business in their decision-making process

7.Work closely together and support the users of the Salesforce CRM tool, including fast and effectively change request handling and user education

8.Act as the continuous bridge and communication between the different user groups, such as Medical Representatives, Management, Marketing and IT

9.Create and design Reports that may help to make quick business decisions via Qlikview

10.Load marketing & Medical tactical elements and promotional / scientific content on the system, and track delivery to the customers

11.Supervise deployment of Insight (Qlikview) reporting tool to Medical representatives, First Line Sales Managers, Marketing Leads and Training manager

Load the transfer of data into Veeva, the new Salesforce CRM tool, once deployed

RESPNSIBILITIES OF SALESFORCE CRM TOOL

1.Obtain and refresh the most current version of various data elements using standard methods of research, such as verification through internet and outgoing phone calls

2.Apply new verified data elements to core database records

3.Assure that new data elements are not duplications of existing core data elements

4.Proactive maintenance of existing data and handling customer requests

5.Removal of incorrect data elements from core databases

6.Occasional documentation of actions taken and required notation

7.Active internal communication and 6 with Data Steward peers

8.Report progress to direct line manager (Supervisor)

9.May involve the coaching of new team members as required

10.Ad-hoc tasks related to Veeva Open Data

11.Other administrative tasks as needed

TESTING

1.Assist global team with testing new functionality.

2.Conduct user acceptance testing with different roles.

3.Load bugs via Remedy and re-test.

TRAINING

1.Train medical representative, Medics and First Line Sales Lead on how to use Qlikview tool and Salesforce CRM tool.

2.Create a user manual (user guide)

3.Continuously send communication on new functionality.

4.Conduct hand holding and support for super users based in Africa Countries.

5.Lead in market visit to troubleshoot incident raised.

PROJECTS/ACHIEVEMENTS/RECOGNITION

Recognition 2017

1.Global recognition award for teamwork and living GSK values.

2.Outstanding contribution to the deployment of Veeva (Salesforce CRM) in Africa countries.

Reason for Living : I was retrenched and I am in the job market.

3.Company Name : Bowman Gilfillan

Position : CRM Database Administrator

Period : 15 February till June

MAIN RESPONSIBILITIES /TASK

1.Participate in the planning, configuration and customization of a new CRM database.

2.Plan and perform data migration in the new system.

3.Assist in developing and enforcing standards and procedure to ensure superior data quality.

4.Ensure all clients data adheres to POPI specifications.

5.After implementation support to internal stakeholders, either telephonically, onsite or remotely 6. Ensure internal stakeholder satisfaction at all times-during implementation and afterwards.

7.Plan and maintain an annual schedule to update and add contact details of key clients.

8.Verify and add new clients contact details on an ongoing.

9.Verify, update and add alumni contact details on an ongoing basis.

10.Compile clients list based on requirements including the extraction of relevant information.

11.Assist with clients, country and sector research, and compile reports based on requirements.

12.Establish and maintain relationship with CRM service provider.

13.Stay up to date on latest functionality of CRM database.

14.Continuously improve knowledge through reading and self-study

Reason for Living : Looking for Permanent

4. Company Name : Johannesburg Stock Exchange Position : CRM Data Administrator

Period : 6th July 2015 till December

MAIN RESPONSIBILITIES /TASK

15.Monitor systems to ensure that JSE Production systems execute accurately.

16.Registration and changes to Officers in the Commodity Derivatives, Equity Derivatives & Interest Rate Market.

17.This involves populating and updating databases such as Sage CRM and Omega Reporting.

18.Ensure client mandates are up to date and correct on Sage CRM and Omega.

19.Load a new user.

20.Add users to Active Directory and Nucleus.

21.Capture their Nutron Code in Nucleus.

22.Leasing with client verbal and in writing

Reason for Living : Contract ended

5. Company Name : Liquid Telecoms PayBay

Position : POS Support Administrator

Period : 2 June 2014 till 30 September 2014

MAIN RESPONSIBILITIES /TASK

1. Administration

2.Accurate capturing of all merchants on Management Systems.

3.Create merchants profile on JBilling.

4.On receipt of MID & TID from First Data, print configuration sheets (either from Salesforce or data folder)

5.Create merchants profile & configuration on LMP and link terminal/s to merchants.

6.Draft welcome letter to merchants.

7.Assign original case via Fog Bugz to manager for exporting.

1. CUSTOMER CARE SUPPORT/HELPDESK

1.Provide first line support to customers resolving queries and complaints.

2.Provide troubleshooting for any terminal or transaction queries.

3.Use knowledge base folder to assist the customer resolving queries.

4.Log all calls on Fog Bugz stating merchant’s name.

5.Ensure to add all new resolution to knowledge base folder.

Reason for Living : Could not continue due to Ill Health

6.Company Name : Bytes People Solution

Division : Online Learning Technologies

Position : Support Administrator

Period : From 2013 March till 28 February 2014

MAIN RESPONSIBILITIES/TASKS:

OFFICE TECHNICIAN

1.Install and configuring computer hardware operating system and application.

2.Monitoring and maintaining computer systems and networks.

3.Talking staff or clients through a series of action, either face to face or over the telephone setup systems or resolve issues.

4.Troubleshooting systems and network problem and diagnosing and solving hardware or software faults.

5.Providing support, including procedural documentation and relevant reports.

6.Following diagrams and written instructions to repair a fault or set up a system.

7.Supporting the roll-out of a new application.

8.Setting up new user’s accounts and profiles and dealing with password issues.

9.Responding with agreed time to call-outs.

10.Working continuously on a task until completion.

11.Rapidly establishing a good working relationship with customers and other professionals e.g.

Software developers.

12.Testing and evaluating new technology.

PROVIDING THE EXCEL APPLICATION TRAINING TO ALL NEW USERS

Training includes:

1.Adding a new user to the Excel system.

2.Adding the user to the reports.

3.Providing a full day one on one training to all the new users added on the system.

END USER SUPPORT AND TRAINING USING THE FOLLOWING TECHNIQUES

1.Atlassian Jira

2.Update Helpdesk Inventory (Jira) data and tracking system to reflect status.

CLIENT SUPPORT

1.Identification of issues

2.Logging of issues

3.Analyzing call logs to spot trends and underlying issues

4.Troubleshooting and problem solving of support issues

5.Escalation of support issues

6.CRM configuration

7.Providing Advanced Excel application support to all the users

8.Resolving Advanced Microsoft excel application issues

9.Adding new users to the Microsoft excel application

10.Communication to customer with resolution if possible, or escalation and expected time frame of resolution.

11.Configure user email client (i.e.: Outlook)

12.Quality control all communication that is sent to customers relating to support / tips & tricks and How to’s

13.Handholding

14.Training users on the CRM application

15.Sales Management function

PROJECT ADMINISTRATION INCLUDES–

1.Test for errors and bugs, development fixes.

2.Schedule and setup meetings

3.Ensure that training material is ready for the training phase

4.Ensure that any improvements that were highlighted in previous projects have been made

5.Ensure that the trainer has all the necessary assistance to run a successful training session

6.Create the Salestracker Application Configuration document for each new (customer) project within the timeframe given

7.Continually look for ways to improve the quality of the document

8.Gather information to input into document

9.Ensure to question if the information received does not correlate with the document / system objective

10.Capture testing issues

11.Give feedback on testing progress

12.Always look for ways to improve processes and reduce future work by creating blue prints and repeatable process

13.Team Status – gathering the status of the relevant team members and feeding back to the respective project manager

14.General administration (Order stationery for the team, all project filing).

15.Preparation and sending of all formal client communication regarding project issues, new releases and or tips & tricks

16.Preparation and sending out project status dashboard to clients

7. Company Name : Bytes People Solution

Division : TSPI Group

Position : Business Analyst

Period : From 2012 till February 2013

OFFICE TECHNICIAN

17.Install and configuring computer hardware operating system and application.

18.Monitoring and maintaining computer systems and networks.

19.Talking staff or clients through a series of action, either face to face or over the telephone setup systems or resolve issues.

20.Troubleshooting systems and network problem and diagnosing and solving hardware or software faults.

21.Providing support, including procedural documentation and relevant reports.

22.Following diagrams and written instructions to repair a fault or set up a system.

23.Supporting the roll-out of a new application.

24.Setting up new user’s accounts and profiles and dealing with password issues.

25.Responding with agreed time to call-outs.

26.Working continuously on a task until completion.

27.Rapidly establishing a good working relationship with customers and other professionals e.g.

Software developers.

28.Testing and evaluating new technology.

PROVIDING THE EXCEL APPLICATION TRAINING TO ALL NEW USERS

Training includes:

29.Adding a new user to the Excel system.

30.Adding the user to the reports.

31.Providing a full day one on one training to all the new users added on the system.

END USER SUPPORT AND TRAINING USING THE FOLLOWING TECHNIQUES

32.Atlassian Jira

33.Update Helpdesk Inventory (Jira) data and tracking system to reflect status.

CLIENT SUPPORT

34.Identification of issues

35.Logging of issues

36.Analyzing call logs to spot trends and underlying issues

37.Troubleshooting and problem solving of support issues

38.Escalation of support issues

39.CRM configuration

40.Providing Advanced Excel application support to all the users

41.Resolving Advanced Microsoft excel application issues

42.Adding new users to the Microsoft excel application

43.Communication to customer with resolution if possible, or escalation and expected time frame of resolution.

44.Configure user email client (i.e.: Outlook)

45.Quality control all communication that is sent to customers relating to support / tips & tricks and How to’s

46.Handholding

47.Training users on the CRM application

48.Sales Management function

PROJECT ADMINISTRATION INCLUDES–

49.Test for errors and bugs, development fixes.

50.Schedule and setup meetings

51.Ensure that training material is ready for the training phase

52.Ensure that any improvements that were highlighted in previous projects have been made

53.Ensure that the trainer has all the necessary assistance to run a successful training session

54.Create the Salestracker Application Configuration document for each new (customer) project within the timeframe given

55.Continually look for ways to improve the quality of the document

56.Gather information to input into document

57.Ensure to question if the information received does not correlate with the document / system objective

58.Capture testing issues

59.Give feedback on testing progress

60.Always look for ways to improve processes and reduce future work by creating blue prints and repeatable process

61.Team Status – gathering the status of the relevant team members and feeding back to the respective project manager

62.General administration (Order stationery for the team, all project filing).

63.Preparation and sending of all formal client communication regarding project issues, new releases and or tips & tricks

64.Preparation and sending out project status dashboard to clients

8. Company Name : Incredible Connection

Position : Warranty Controller

Period : From 2009 September till 2011 May

MAIN RESPONSIBILITIES/TASKS:

1.Effectively manage all Internal and External store repairs for customer

2.To help ensure that warranty repairs are carried out to the highest standards of quality possible to ensure customer satisfaction.

3.To ensure efficient processing of warranty claims.

4.Ensure effective Implementation of policies and procedures.

5.Offer swift effective and hassle free technical service to all clients in store.

6.Minimize store shrinkage and fraud.

7.Ensure the store is profitable on all internal and external repairs.

Reason for Living: I was offered a learnership at Bytes

8.Company Name : United Express

Position : Data Auditor

Period : From 2007 September till 2009 August

MAIN RESPONSIBILITIES/TASKS:

1.Data capturing all the waybills and bill clients

2.Scan the entire Pod’s and do Electronic tripsheets by scanning and every parcel out of the warehouse then invoice the clients.

3.General office administration.

4.Accurately capture customer information using Parcel Perfect application.

5.Texting all the prove of deliveries (POD) made.

Reason for Living Company liquidated

ATTRIBUTE

1.Good time management skills

2.Ability to work within a team and independently

3.Results orientated person

4.Ability to work accurately under pressure

5.Pleasant, enthusiastic and energetic person who will enjoy being part of a small lively team

WORK AND CHARACTER REFERENCE

Name:

Heather Duik

Position:

Commercial Excellence Lead

Company:

GlaxoSmithKline

Contact Nr:

(073-*******

Name:

Maria Dalle Ave

Position:

Head: Client Service

Company:

Johannesburg Stock Exchange

Contact Nr:

(011-***-**** / (082-****-***

Name:

Brian Herberts

Position:

Head Of Operation

Company:

Liquid Telecoms PayBay

Contact Nr:

(011-***-**** /1403

Name:

Charmaine Mahlake

Position:

Support Supervisor

Company:

Bytes People Solutions

Contact Nr:

(011-***-**** / (073-***-****



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