Contact Details Manager
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:
Name:
Maria Dalle Ave
Position:
Head: Client Service
Company:
Johannesburg Stock Exchange
Contact Nr:
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:
Contact this candidate