Civil Engineering Manager
Resume:
Dumisani Mtshweni
***********@*****.*********:*******.******@*****.***
Dear Employer
I, Dumisani Mtshweni hereby declare that all the information in my CV is correct and would like to attach this letter motivating my application.
Your department would benefit me being an employee for the following reasons:
I regard myself as a target driven and responsible person, someone who takes pride in their work and very interested in what I do. I am also able and willing to take on new challenges and responsibilities. I have the ability to work well and keep an excellent temperament under pressure. Adaptation to new conditions and fast learning are traits that carry me to best satisfy what is required of me. I am enthusiastic and ready to apply skills and knowledge to best suit the needs of my department.
I hope that my application will be looked upon favorably.
I look forward to hearing from you please feel free to contact me if you may require any further information.
Kind Regards
Dumisani Mtshweni
CURRICULUM VITAE
ID NO: 900**********
CELL: 065-***-**** / 072-***-****
ADDITIONAL CONTACT: 083-***-**** (Margaret)
EMAIL: ***********@*****.***
KEY SKILLS AND COMPETENCIES
Administrator Skills
Providing high quality Customer Service.
Reception Support
Well organized, and able to prioritize work in an efficient manner
Excellent telephone manners
Resolving and managing queries – problem solving
Personal
Ability to work under pressure and meet deadlines
Ability to work within a busy and demanding team environment.
Able to work with minimum amount of supervision
Customer Focus
Attention to details
Continuous learning
Take Initiative
AREAS OF EXPERTISE
Customer Service and Reception
EDUCATION AND TRAINING
High School: Central Senior Secondary
Highest Standard Attained: Matric
Dates: 2005 - 2008
Subjects: IsiZulu
English
Physical Science
Life Orientation
Geography
Mathematics
Life Sciences
FURTHER EDUCATION
College: Tshwane North College
Certificate: N-4, N-5 & N-6.
Subjects Passed: Quantity Survey-N4 – N6 Completed
Building Administration-N4 – N6 Completed
Building Structural Construction-N4
Building Structural Surveying-N6
Office Package: Ms Word, Ms Excel, Ms Outlook
Internet and Email
CURRENTLY STUDYING registered Life & Environmental Sciences
University: University of South Africa
Modules: N/A
Modules Passed: N/A
N/A
N/A
CAREER HISTORY
Hotline Consultant Contact Centre
Employer Name - Alteram Group
Responsibilities
Answer calls in accordance to SLA
Attend to email inquiries in accordance to SLA
Manger and resolve customer complaints
Log tickets for customer queries
Update and load customer notes on interactions
Provide customer with service information
Route and resolve inquiries as per resolution procedures
Verify and update customer information for record purposes
Research required information using available resources
Identify and escalate priority issues
Follow up on customer enquiries to ensure resolution within required SLA
Contact customer as per requirements
Reason for leaving: Promotion
INTERACTIVE CHANNEL EMAIL and SMS (Administration) CURRENT
Responding to an email with full information.
Receive email
Create a ticket
Send first response
Write the time you received the email
Write the time you sent the first response
Follow up with the client (Follow up email template)
Update on SAP system
Close the ticket (Last response template)
Responding to an email with no information.
Receive email
Send first response (Requesting details)
Write the time received the email
Write the time you sent the first response
Create ticket
Send ticket number
Follow up with the client ( Follow up email template)
Update on SAP system
Close ticket (Last response)
Responding to an SMS with information
Receive SMS
Create a ticket
Send first response
Write the time you received the SMS
Write the time you sent first response
Follow up with the client (Follow up email template)
Update on SAP system
Close ticket
Responding to an SMS without information
Receive SMS
Call the client requesting details
Create a ticket
Write the time you received the SMS
Write the time you sent first response
Follow up with the client (Follow up email template)
Update on the SAP System
Close the ticket
Distributor
1.Receives Email
2.Distribute to alternative channel administrator
3.Captures receive, distribute and response times
4.Asses response from administrator
5.Approves or disapproves responses
6.Assists with queries if needed
7.Daily updates on spreadsheet
8.Sends spreadsheets to line manager, team leaders and work-force analyst
Municipality tickets (new query)
1. Make sure all data on ticket is correct (noted, province, municipality, site, address and city)
2. Accept the ticket
3. Contact municipality to report problem
4. Capture notes on SAP (what did the municipality say)
5. Capture the ref number on SAP from municipality
6. Contact client to provide feedback
7. Contact client to find out if the matter was resolved
8. Capture notes on SAP
9. Contact the municipality
10. After 48 hours escalate the ticket to region
Municipality Tickets (old query)
1. Make sure all data on ticket is correct
2. Accept the ticket
3. Contact client to find out if the matter was resolved
4. If yes, add notes and close ticket
5. If no, contact municipality
Administrator: Corporate Services
1. Ensure that all admin corporate services tickets are actioned and followed up until resolution
2. Maximize functionality of contact center through responding or servicing clients via email, fax, SMS professionally and on time
3. Ensure that all email, fax and SMS request are responded to
4. Provide clients with accurate proper feedback on requests
5. Ensure that there no typing or grammar errors in the responses that are being send to clients
6. Ensure correct templates are used when responding to clients queries
7. Ensure that 90% of queries are resolved thought FCR (First Call resolution)
8. Follow up on the progress of the tickets
9. Attend to email, fax or SMS inquiries
10. Update and load the data on SAP C4C
11. Route and resolve inquiries as per resolution procedures and allocation
12. Verify and update request information for record purpose on the checklist
13. Identify and escalate priority issues to line managers, team leaders and departments
14. Escalate tickets that need transaction to department
15. Manage work allocation according to workload as per required standard
16. Identify areas of improvement in terms of service delivery
16. Provide daily report of the individual’s (own) workload and performance
Civil Engineering Junior Foreman/Supervisor
Employer Name – Power Group Construction
Responsible for leading the team that works with Storm water pipes, Sewage pipes, Water pipes and Earthworks.
Coordinate tasks according to priorities and plans
Produce schedules and monitor attendance of crew
Allocate general and daily responsibilities
Supervise and train workers and tradespeople
Ensure manpower and resources are adequate
Guarantee all safety precautions and quality standards are met
Supervise the use of machinery and equipment
Monitor expenditure and ensure it remains within budget
Resolve problems when they arise
Report on progress to managers, engineers etc.
Reason for leaving: Contract ended
Sacramento Spur Steak Ranches
Customer Service
Conducting regular floor walk and welcoming visitors
REFERENCE
Sacramento Spur Manager (Ms. Queen Mahlangu) 072-***-****
Power Group Construction HR Manager (Mr. Lucas Mnyakeni) 082-***-****
Alteram Solutions Team Leader (Mr. Letsholo Seefane) 082-***-****
Contact this candidate