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Service Desk Team Lead, Service Coordinator, Call centre agent

Cape Town, Western Cape, South Africa
July 22, 2021

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Curriculum Vitae


Address: * ***** ** ***** *****, New Woodlands, Mitchells Plain, 7708

Marital Status: Married, 2 dependants

Identity Number: 801-***-**** 086

Drivers License: Code B

Phone: 071-***-****


Secondary Education: Westridge Senior Secondary School

Subjects Completed: English HG / Afrikaans HG / Business Economics SG / Economics SG

History SG / Biology SG

Computer skills: MS Excel / MS Word / MS PowerPoint / MS Publisher / Email and Internet

SAP Courses: SAPTEC_15 SAP NetWeaver Application – 29.09.2014 – 01.10.2014

ADM900 – SAP System Security – Fundamentals - 02.10.2014 – 03.10.2014

ADM940 – AS ABAP Authorization Concept - 06.10.2014 – 08.10.2014

ADM950 – Secure SAP System Management - 09.10.2014 – 10.10.2014


Employer Gijima

Position Held: Service Coordinator 1

Contact Person: Bradley September – 083-***-**** – Contact Centre Manager

Charmaine Smith – 079-***-**** – Contact Centre Team Lead

Klarissa Thys – 071-***-**** – Contact Centre Team Lead

Duration: 1 November 2018 to 30 June 2021.


Assisting all round with Email, Telephony and as an Escalations agent.

Acting Team Lead when none are available or when required during the day for coverage.

As Trainer to assist with new agents brought on-board, and helping them when they move onto the phones.

Call Coordination on calls logged to resolvers, issues that are escalated, running reports etc or compiling data when requested.

Employer Gijima

Position Held: Client Contact Centre Agent

Contact Person: Bradley September – 083-***-**** – Contact Centre Manager

Charmaine Smith – 079-***-**** – Contact Centre Team Lead

Klarissa Thys – 071-***-**** – Contact Centre Team Lead

Duration: 1 December 2017 to 30 October 2018.

Employer Pick n Pay Retailers - Information Services.

Position Held: Email and Escalations Agent

Contact Person: Shereen Lamson – 082-***-**** – Helpdesk Manager

Duration: 1 October 2017 to 1 December 2017.

Position Held: Sap Authorizations Administrator

Contact Person: Wayne Willmore – Capability Team Lead – 021-***-****

Duration: 4 February 2013 to 30 September 2017


Administer and manage user provisioning and authorisations across the SAP technology platforms.

Maintain access to securable SAP resources.

To ensure appropriate user and system access within the SAP landscape.

Administer and manage authorizations with SAP

Assists with the resolution of negative audit findings reported by internal or external auditors.

Setting up user logon ids and assigning/resetting/revoking passwords and access

Adhere to the client’s policies, procedures and standards, to ensure consistency in application across

the organisation.

Perform normal and exceptional process of security authorization requests.

Document information security standards and procedures relevant to the SAP environment.

Provide user statistics on respective SAP systems (e.g. created users, deleted users, locked user,

users not logged in 90 days).

Liaise with the client centre that controls and monitors SAP authorizations across the SAP landscape.

Position Held: Escalations Desk agent

Contact Person: Shereen Lamson – 082-***-**** – Helpdesk Manager

Duration: 1 April 2012 to 1 February 2013

Prev. Position Held: IS Service Desk agent and Email agent

Contact Person: Quest Recruitment – Natasha Bekker – 084-***-**** – Account Manager

Shereen Lamson – 082-***-**** - Helpdesk Manager

Duration: 27 July 2009 to 30 March 2012

Duties: Offering 1st line support to Pick n Pay stores and assigning calls to

relevant departments and vendors.

Phone system: Cisco telephony system

Call logging system we use is Infra Enterprise.

Employer ASDA International Online Home Shopping

Position Held: Inbound Colleague – Inbound Home Shopping Customer Services.

Merchants – Tamsyn Ryce – 079-***-****

Duration: 4 November 2008 to 24 July 2009

Duties: Offering 1st line support to ASDA stores and online home shopping customers and assigning calls to the relevant departments and vendors.

Achievements: Top performer in team for Feb 2009

100% Attendance since date of employment

Certificate of Excellence for “Always happy to Help” for May 2009

Reason for leaving: To pursue other career opportunities

Employer Retail Impact Marketing and Advertising

Position Held: Account Executive (Junior)

Contact Person: Kimberley Bolton - 083*******

Duration: 1 April 2005 to 18 June 2008

Reason for leaving: To pursue other career opportunities


Discussing products, services and advertising requirements of clients.

Setting up meetings with clients and other agency staff.

Working with Account Director and Account Manager to brief media, creative and research staff

and assist with the formulation of marketing strategies.

Liaising with, and acting as the link between the client and advertising agency by maintaining regular contact with both, ensuring that communication flows effectively.

Overseeing the status of advertising campaigns. Meeting deadlines and prioritising tasks

Writing reports, keeping records and financial details.

Undertaking administrative tasks.

Becoming familiar with the nature of client’s products, business culture and competition and understanding the possibility of changes to these.

Arranging and attending and reporting on key decisions

Also assisting Reception with switchboard duties when needed.

Keep accurate records of the courier bookings and complete the relevant house orders.

Type various documents and electronic information.

File data and perform other routine clerical tasks as assigned and for other departments as needed.

Order and maintain relevant office supplies for effectiveness of person duties.

Operate and arrange maintenance on a variety of standard office machines, including computers, phones, fax, printers and photocopy machines

Communicate and liaise verbally and in writing between customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken request over the phone or in person, and to verbal or written instructions.

Establish and maintain effective working relationships with co-workers, managers and the general public. Perform duties in an efficient, professional and courteous manner.

Support the Production and Account Management teams with their projects

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