Data Capturer Project Coordinator
Resume:
Ettienne Jay Ryan’s Profile
adpr4x@r.postjobfree.com
Index
●Introduction
●Career Status
●Career Summary
Skills & Employment
References
About Me
Gauteng, Johannesburg Region
Afrikaans, English
Coloured Male with no disability
South Africa Citizen, ID 750**********
B - Light Vehicles up to 3,500kg
My Career Status
Current / Most Current
Customer Service Call Centre with More than 10 years' experience
Highest Qualification: Grade 12 / Matric
R100,001 - R120,000 pa
Notice Period / Availability
Immediately
Next
Customer Service or Call Centre or Project Coordinator or Helpdesk Coordinator or Office Support in Gauteng
My Career Summary
Company
Position
Duration
SED Partners
Umakhi Projects and Management Solutions
Customer Service Consultant
Operations Coordinator
Jan 2019 – Current
May 2014 – Nov 2018
Damco Logistics
Office Support
Mar 2013 – May 2013
Siyavaya Transport Solutions
Operations Coordinator
Sep 2011 – Nov 2012
Bytes Managed Solutions
Area Service Manager, Helpdesk Coordinator, Project Coordinator, Service Controller, Call Management
Mar 2005 – Aug 2011
Ernest and Young
Customer Support, Data Entry
May 2004 – Nov 2004
My Skills
Expert / Specialist
●Client Liaison
●Service Coordinator
●Customer Service
●Call Centre
Solid
●Call Centre
●Helpdesk Coordinator
●Customer Service
●Project Coordinator
My Employment
Customer Service at SED Partners
Jan 2019 – Current
Permanent Customer Service Position in Gauteng, Johannesburg Region
Complaints, Escalations, Claims, Stock Control, Customer Service, Logistics, Operational Management
Reason for leaving: Financial. Growth
Operations Coordinator at Umakhi Projects and Management Solutions
May 2014 – Nov 2018
Permanent Management position in Gauteng, Johannesburg Region
Project Coordinator, Office Management, Buyer, Customer Liaison, Quality Assurance, Sales, Staff Management
Reason for leaving: Better Prospects
Office Support at Damco Logistics
Mar 2013 – May 2013
Contract Intermediate position in Gauteng, East Rand
Data Entry, Recons, Receiving, Ad-hoc Office Duties
Reason for leaving: Temp Contract
Operations Coordinator at Siyavaya Transport Solutions
Sep 2011 – Nov 2012
Permanent Management position in Gauteng, Johannesburg Region
Customer Liaison, Route Planning, Fleet and Asset Management, Office Management, Payroll
Reason for leaving: Retrenched (Company closed down)
Area Service Manager, Helpdesk Coordinator, Project Coordinator, Service Controller, Call Management at Bytes Managed Solutions
Mar 2005 – Aug 2011
Permanent position in Gauteng, Johannesburg Region
Area Service Manager
Query resolution with turn-around time of 48 hours, Achieving a monthly performance of 97% as per service level agreement, Presenting to directors and stakeholders with root cause analysis and action plans on monthly/quarterly basis, Addressing and escalating all service delivery issues with service providers/vendors and escalating non-performance to National Service Manager, Monitoring and maintaining of client base on a daily basis, Sourcing and installing of new sites to achieve monthly/annual sales targets, Contracts management, New Sales (leads and cold calling), Client retention, Up-selling of new products, Checking and signing off on monthly billing, Pre/post site inspections, Drawing and approving of site plans, Route planning, Managing of projects from start to finish, Signing off on vendor job cards, Quarterly site audits/client visits, Customer product and system training, Training of new staff on product and systems
Helpdesk Co-Coordinator (Technical Support)
Monitoring equipment on a daily basis logging calls on Advanced Help Desk. Liaising with customers, custodians and technicians on the status of equipment, Making sure that equipment is always in good operational order and functional, Action all received calls within 30 minutes
Logging of calls, Driving service providers to attend to calls within the subscribed service level agreement
Resolve all arising problems within 2 hours or alternatively escalate to the Area Service Manager within these 2 hours. Where issues are unresolved from the first escalation, escalate to the National Service Manager within 4 hours. Ensure that equipment perform at minimum 97.5% availability. Report on equipment that are continuously giving problems. Ensure that calls are timorously closed within 2 hours of resolution (office hours). Conduct monthly customer surveys.
Project Administrator (2IC to Supervisor)
Logging and scheduling of project calls on daily basis. Opening calls of scheduled calls and making sure it is assigned. Escalate problems to Project Managers Office (PMO). Ensure that planned activities meet set criteria, giving reasons for non-compliance. Monitor and maintain project spreadsheets on a daily basis
Driving call agents to update or close calls. Providing project progress/statistics to Project Managers Office on a weekly basis. Assisted new staff with system and product training
Call Management Agent (Service Controller)
Managing daily calls. Liaising with Field Service Managers on calls logged. Keeping calls within the customer's Service Level Agreement (SLA). Monitoring calls on in-house monitoring system. Assigning and Dispatching Technicians to calls. Driving Technicians to complete or give updates on calls done. Providing Technicians with call information telephonically and via SMS.
Call Agent (Update and Closure) (2IC to Supervisor).
Updating and closing of Technicians calls telephonically. Dispatching Technicians to calls. Providing Technicians with call information. Ordering of parts. Problem solving. Assisted with systems training
Reason for leaving: Resigned
Customer Support, Data Entry at Ernest and Young
May 2004 – Nov 2004
Contract Junior position in Gauteng, Johannesburg Region
Data Capturer / Client Liaison
Capturing of School Faults online
Capturing of Training Reports online
Updating school information with the GDE
Confirming and making of appointments with schools
Liaising with Quality Assurance Team
Reason for leaving: Fixed Term Contract
My Education
Grade 12 / Matric in Matric – Lancea Vale Secondary.
Dec 1996
●Afrikaans
●English
●History
●Geography
●Biology
●Business Studies
References
SED Partners:
Umakhi Projects and Management Solutions
Ettienne Ryan
Owner
Damco Logistics
Siva Patten
Manager
Siyavaya Transport Solutions
Company closed down
Bytes Managed Solutions
Sicelo Mbongwa
Manager
Bytes Managed Solutions
Dean Van Rooyen/Sergio Mouraou; Alex Muir; Lesley Rees
Ernest & Young
Candice Hansen
Manager
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