Michelle Triegaardt

Email: adiuy1@r.postjobfree.com Cell: 063*******

Address: ** ********* ******, ** ******* Mews, Suideroord Johannesburg

Drivers licence: No

Nationality: South African

Professional Experience:

Experienced in Facilities Management Helpdesk with strong leadership and relationship building skills. Excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Front of house, Facilities Management, Parking, Cleaning, Switchboard, Risk and Complaince, Planning of maintenance schedules. Both soft and hard services. Quality Control. Obtaining quotes for maintenance related work and negotiating cheaper prices. With over 20 years of experience. Experience in recruitment for Helpdesk and front of house professionals. Experience on Information EAM, SAP, Siemens Platform, CFMS and Cherwell call logging System. Have sound knowledge of Labour Relations. Have sound knowledge of I.S.O standards

Skills:

●Managing, motivating and leading a team

●Advanced Excel and MS Office skills

●Strong analytical skills

●Experience in various sectors

●Self-Starter & deadline driven

●Strong interpersonal and communication skills

●Project management, Processes & Quality

●Team Work & public relations

●Excellent Customer Service skills

●Industrial Relations

Accomplishments & Achievements:

Management:

●Member of the management team

●Assisted with obtaining I.S.O accreditation Drake & Scull Standard Bank

●Managed a large Helpdesk team

●Recruitment of staff in the Helpdesk

Process Improvement:

●Created new departmental procedures manual, and how to procedures.

●Responsible for training and mentoring new recruits.

●Customer Relations:

●Liase directly with the client on all maintenance related reports and complaints.

●Attend weekly and monthly meetings with the property department

●Handle all external client issues that come through the switchboard.

Workflow Planning:

●Effectively managed a 24 hour Helpdesk including the shift roster.

●Ensuring all work orders are issued timeously

●Ensuring that all work orders are updated correctly.

●Maintenance issues are escalated to the senior FM should work not be completed within SLA.

●Contacting of outside contractors when required.

Employment Details:

Employer: Tsebo FM Solutions at Montecasino Date from: 01 May 2019 to current

Job title: Helpdesk Supervisor

Key responsible areas:

•Manage 8 Helpdesk operators and 2 switchboard operators

•Drawing up both Helpdesk and maintenance shift roster.

•Responsible for sourcing 3 competitive quotes and the work is completed both within SLA and budget.

•Ensure operators allocate work to maintenance staff timeously.

•Liase with stores to ensure that all critical stock is available during peak time.

•Printing of all PPM's

•Responsible for the biometric system and drawing reports and escalating all time keeping issues.

•Responsible for the leave variation.

•Attend weekly and monthly meetings with the client

Employer: Dipalopalo FM Solutions Date from: 01 July 2017 to April 2019

Job Title: Helpdesk Manager

Responsible areas:

•Dealing with customer request and complaints related to the buildings environment in a efficient and courteous manner via CFMS

•Issue CFMS generated work orders to hard and soft services to CFMS and follow up the statues of calls and update the work orders accordingly.

•Issue daily and weekly call logs to the GM, various technical managers and soft advertised manager for hard and soft services.

•Provide administration support services to the operations manager.

•Coordinate and manage Helpdesk Operations, including scheduling of work rota system administration.

Ensure efficient operation of the Helpdesk and the associated CFMS in accordance with the contractual obligations as stipulated in the Operations Subcontract between CFMS and the Private party and the preceding output specification that forms part of the PPP agreement.

•Assist with implementation of process and procedures that add to efficient operation of the Helpdesk.

Employer: Tsebo FM Solutions at Montecasino Date from: February 2016 to June 2017

Job title : Helpdesk and call centre Supervisor

Key Responsible areas:

•Operating the Helpdesk and Call Centre, consisting of 14 operators and 2 switchboard operators. 6000 calls per month.

•Personal rostering, scheduling of PPM's.

•Dispute resolution with the client and operation.

Employer: Bidvest Facilities Management for Standard Bank Date from: January 2013 to May 2015

Job title: Helpdesk Supervisor

Key Responsible areas:

●Handle client complaints and responding in an appropriate manner.

●Schedule working hours, leave and manage shift system.

●Understanding the SLA

●Motivate the Helpdesk operators and encourage good team spirit.

●Ensure high level of customer service is provided and maintained.

●Assist in daily operation of the Helpdesk including answering telephone calls and capturing of work orders.

Employer: Drake & Scull at Standard Bank Date from:June 2009 to December 2013

Title: Helpdesk Supervisor

Handle client complaints and responding in an appropriate manner.

Schedule working hours, leave and manage shift system.

Understanding the service level agreement.

Motivate the Helpdesk operators and encourage good team spirit.

Ensure high level of customer service is provided and maintained.

Assist in the daily operation of the Helpdesk including answering the telephone and capturing of work orders.

Recommend process improvements.

Responsible for maintaining consistent and punctual attendance.

Provide feedback on performance and offer guidance where needed.

Monitor all office supplies.

Perform other related duties as required.

Safety awareness, being aware of conditions that affect employee safety.

Attend weekly and monthly meetings.

Date from: Feruary 2003 to February 2009

Job Title: Parking Supervisor, Drake &Scull, Standard Bank

Key Responsible areas:

●Managing the allocation of parking bays for Standard Bank personal and their guest at the centre.

●Do the monthly recovery of charges of these facilities. This involved the auditing of the parking allocation and redistribution of these parking bays according SB personnel trading system.

●Interact with SB administrators to ensure the accurate capturing of data and keeping the information updated.

●Manage a team of 18 staff members. Ensuring that the duty roster is adhered to.

●Ensuring that all external clients coming to SB are greeted in a professional manner.

●Liasing with SB security ensuring that access cards are activated and delete activated for parking timously.

.

Date from July 2009

Job title: Helpdesk Operator Drake & Scull Standard Bank

Key Responsible areas:

●Receive request for cleaning, vending, pest control, maintenance, office planning, conference room and auditorium booking either via telephone or email.

●Provide daily feedback to the client on outstanding request

.

Educational Qualifications:

Secondary Education:

Last school attended: Oosrand Secondary

Highest Standard passed: Matric- Standard 10

Subjects passed: English (HG), Mathematics (SG), Afrikaans (HG), Economics (SG),

Biology (HG), Business Economics (SG)

References:

●Brett Warden Senior FM Tsebo FM Solutions 082*******

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