Customer Service
Resume:
BD CREATIVE
An accomplished and dynamic professional with over 14 years working experience in the
retail industry. My approach to my work goes beyond my job description, and I am always willing to go the extra mile to ensure all tasks provided to me are completed to the best of my ability. Skilled in office management, Communication and Business Process Improvement Initiatives.
Rondebult, Gauteng – South Africa
*******.*******@*****.***
https://za.linkedin.com/in/mokgadi-
lishaba-690b7124
Identity Number: 830**********
Driver’s license: Code 08
Transportation: Own Vehicle
EDUCATION
M O K G A D I S H A R L O T T E
L I S H A B A
Matric Certificate
Marumofase High School
2003
Bachelor of Commerce in Banking
Management (NQF Level 6) Incomplete
Milpark Education
PROFESSIONAL PROFILE
CONTACT
WORK EXPERIENCE
BUSINESS SME ASSISTANT FINANCE SYSTEM MANAGER – IT SERVICE DELIVER & DIVISIONAL SYSTEMS (VARIOUS ADDITIONAL ROLES)
EDCON
September 2006 – April 2021
Summary of Positions Held:
• Business SME Assistant Finance System Manager – IT Service Deliver & Divisional Systems
(May 2019 – April 2021)
• Data Hub Consultant (September 2015 - May 2019)
• Customer Experience/Service Measure Team Manager (August 2012 – September 2015)
• Gift Card Administrator (October 2009 - August 2010)
• Customer Service Agent (September 2006 - August 2010) Key Functions & Responsibilities:
Business SME Assistant Finance System Manager – IT Service Deliver & Divisional Systems: Oracle:
• Ensuring that Oracle is up and running.
• Grant access to new users and add addition access as per request.
• Reset passwords, create new account and store codes.
• Checking that previous day batches have successfully posted.
• Running month end reports
• Java settings for Oracle
• Extracting reports and run reports in Toad.
• Capturing Company profiles and Foreign Currencies.
• Closing/Opening cost centers in Oracle.
• Capturing and posting journals
• Extracting Remittances.
• Open and close periods for month end runs.
• Activate accounts and cost centre combinations.
• Make sure that the interface and post screens are clear. MRO:
• Administrator support for MRO system.
• Ensuring that MRO application is up and running for stores and head office users.
• Load new users and re-activate users on the MRO system.
• Load new financial years.
• Granting MRO access for new users and grand relevant responsibilities.
• Manually capturing Ad-hoc orders and invoices.
• Load budgets on account codes and delete invoices from payment files.
• Extract reports in MRO.
• Downloads invoices and combination in MRO.
BD CREATIVE
Admin & Office Management
Business Process Improvement
Strategy Development & Execution
Requirement Identification &
Implementation
Query & Conflict Resolution
Customer Service, Communication &
Relationship Management
Crisis & Change Management
Team Management
Training, Coaching & Mentoring
Report Writing & Preparation
System Administration
Project Management, Planning ^
Execution
Year End Process Management
Data Capturing
SLA Management
Account Reconciliation
Budget Management, Planning &
Forecasting
Target Achievement
Query Control & Assurance
Asset Management
Recruitment & Selection
Stakeholder Engagement
Interpersonal Skills
Excellent Communication Skills
Startegic Planning & Analytical Thinking
SKILLS
WORK EXPERIENCE
Hyperion:
• Uploading Hyperion application for new users and granting relevant access.
• Troubleshooting Hyperion system.
WEB:
• Admin support for WEB and add new departments.
• Restrict Accounts and cost centre.
Remedy /ROD:
• Log new incidents/complaints and assign calls to the relevant departments.
• Close resolved calls.
Zena:
• Ensuring that users are able access/login MRO application via multiple systems that user’s use to access the application before the start of business day.
• Ensuring that previous jobs scheduled have been completed without errors. Data Hub Consultant:
NOR/Insurance & Centralised Payment Stream:
• Compiling files for newly logged insurance claims for administrators.
• Ensuring that new claims are logged with the insurance/brokers.
• Capturing journals and resolving escalated queries.
• Extracting weekly and monthly reports for Divisional Admin Managers.
• Ensuring that claims are captured correctly by stores and my team.
• Managing four different email boxes, authorizing Invoices for payment and creating purchase orders.
• Liaising between suppliers, stores and internal clients.
• Ensuring daily and monthly reports are completed and sent to relevant parties.
• Managing year end process.
• Ensuring that all calls are actioned within agreed SLA. Gift Card Stream:
• Managing a team of 3 administrators.
• Ensuring that internal and External orders of Gift Cards are actioned timeously and are recorded correctly on the system.
• Ensuring that those stores have placed their Thank U cards orders in time and customers details are captured correctly.
• Managing Momentum, Direct Axis, African Bank, Hollard Accounts, TLC Marketing orders.
• Reconciling recons for corporate clients.
• Ensuring customer service principles are maintained daily.
• Compiling of proof of payments.
• Managing the distribution and activating of Gift Cards for Corporate clients. Customer Experience/Service Measure Team Manager:
• Managing a team of 13 enablers who are based in Mpumalanga, Limpopo, Northwest and Botswana
• Ensure that the customer experience standard of the various chains within the company are monitored and maintained.
• Meeting of set targets of evaluations per chain, brand & store type within specified timeframes.
• Communicate effectively with various internal stakeholders to ensure that exceptions and store issues are escalated, and timeously resolved.
• Test and quality assure new projects.
• Create work schedules to ensure that all areas within my regions are evaluated.
• Maintain and manage repository of team assets, tablets and sim cards.
• Ensuring daily and monthly reports are completed and sent to my manager to create business awareness and influence business decisions.
• Rollout of Customer Experience projects to foreign (Botswana North and Botswana South).
BD CREATIVE
MS Office Suite
Hyperion
Oracle
Vision
Experian
Incident Management 1 & 2 System
MRO
Postilion
Easy Pay
Brilliant
Additional information required will
be provided upon request.
WORK EXPERIENCE
• Identify training needs in stores with regards to customer experience, and deploy enablement team to carry out training.
• Training of store managers/staff on customer experience measures.
• Travelling to remote areas for QA and Coaching of my staff.
• Sourcing and recruiting new staff.
Gift Card Administrator:
• Ensuring that internal and external orders of Gifts cards are actioned timeously and are recorded on the system.
• Ensuring that stores have placed orders for their Thank U Cards.
• Resolving queries regarding Thank U cards and points.
• Managing Blackberry rewards from Brand unlimited.
• Distributing and activating Gift cards for Wes bank and Hollard clients. Customer Service Agent:
• Responsible for handling and resolving customers queries on their store clothing accounts – ranging from credit limits increase, updating details, closing and reopening of accounts and affordability study within specified times in line with the NCR requirements.
• Collections on inbound calls and making payment arrangements with customers.
• Closing of accounts, increasing credit limits and attend to the blocking/unblocking of accounts.
• Selling financials services on internal calls.
AREAS OF EXPERTISE
• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. REFERENCES
Carla Fisher
Business SME - IT Service Delivery Executive
Eola Scribante
Data Hub Manager
Sanesh Perumal
Service Measure Manger
Mapula Sealetsa
Customer Service Team Leader
SYSTEMS
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