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project manager/co-ordinator, Customer Service

Location:
Johannesburg, Gauteng, South Africa
Posted:
April 03, 2022

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Resume:

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Denise Africa

E-mail: adqn5p@r.postjobfree.com

Cell: 081-***-****

Linked In profile: https://www.linkedin.com/in/denise-africa-49446413 Cover Letter

Dear Sir/Madam

I come to you as a friendly, motivated person, who has a passion to serve others and an ability to pleasantly surprise my customers by doing something above and beyond their expectations.

Goals

With The Working Experience That I Have Gained, I Seek an Opportunity in A Company to Provide a Management and Leadership Service That Will Allow Me to Develop and Learn New Skills.

I am Confident That as A peoples Person I Can Add Value to the Organization That Employs Me. Being a versatile Person Who Adapts Quickly to Change, Computer Literate, I can Provide Administrative Value to Any Organization. Conscientious And Hardworking, I Am Also Trustworthy and Loyal. I Am a Self-Driven, Self-Motivated Person. My Key Strengths Are My Ability to Solve Problems, Perform Work Under Pressure and Including Carrying Out Instructions to Duties Requested. I Enjoy Interacting with Variety of People and Keen to Learn from Others. I Am a Diligent Worker Very Flexible as Far as My Career Is Concern. Having Made My Own Clothes, Which I Have Sold at Flea Markets as Well as Through Private Orders, I Have Gained Entrepreneurial and Human Relations Experience. Although I have little or No Experience Should I be Given the Opportunity to Be Trained, I Know I Can Achieve My Goals and Grow with the Company.

Yours Faithfully

Denise Africa 081-***-****

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PERSONAL DETAILS

Date of Birth : 27 September 1978

ID Number : 780**********

Nationality : South African (Colored female)

Marital Status : Divorced

Residential Area : 67 Trouw street-Capitalpark-0084 Driver’s Licence : In Process, got Learner’s License Availability : 1 Months’ Notice

Language Proficiency : English, Afrikaans, Zulu and Sotho EDUCATION

School : Coronationville Secondary School

Highest Standard Passed : Standard 9 (Am completing Matric part time) Year : 1996

Subjects (Higher Grade) : English, Afrikaans, Geography, Biology Accounting & Business Economics

APPLICATIONS USED

MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook & Internet KEY ATTRIBUTES:

Confident and experienced in the following technical support packages:

BroadSoft

Percol8

Automised Vehicle Tracking System

DYNDNS

IOnline APN

ATOM(TMS)

Call Cabinet

SOLIDitech

Webex Platform

Zoom Platform

SlackChannel

Msteams Channel

Career experience:

A minimum of ten (10) years’ relevant experience in a professional project management environment and role.

A minimum of eight (8) years’ experience working within the Telecommunications or related industry.

An excellent command of the English language.

Exposure to professional business systems, MIS systems and related business policies and procedures.

Knowledge of the SOLIDitech system advantageous

Proven track record of successful project management having worked within a medium to large scale Corporate.

Skills and interpersonal attributes:

• Highly developed interpersonal skills

• The ability to work under pressure

• The ability to successfully work in a target-driven environment

• Fast learner with an excellent ability to cross skill

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• Superior computer literacy with a high IT technical proficiency

• Tenacious, assertive and deadline driven

• Informed and knowledgeable on latest industry trends with the ability to articulate technical trends and client technical requirements clearly and professionally

• Loyal, energetic, trustworthy, honest and ethical

• The ability to manage independently and without constant supervision

• A highly developed sense for attention to detail

• Excellent time management

• Trustworthy with an exceptionally high standard of ethics

• Well-organized and professional

Highly developed analytical abilities

• Well-developed problem-solving abilities

• Well-developed business acumen

• Professional and empathic towards internal and external client requirements

• Adaptable with constructive change management skills

• Sensory and verbal requirements are linked to the requirements of this position

Hobbies

• Reading, Sewing, Writing, Training ECT

Interests

• Office Admin, Modelling, Promotions, Receptionist, Secretary, PA, Customer Service, Projects Admin

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EMPLOYMENT HISTORY

COMPANY: SensePost/Orangecyber Defense

POSITION: Project Manager

PERIOD: February 2020-Current Working remotely

Purpose and scope of the role:

• Collecting project requests from Account Managers.

• Planning and Defining Scope

• Liaise with Operation Manager to identify the most appropriate resources for a project.

• Scheduling the projects accordingly in the required systems and communicating it back to the Account Manager

• Making sure security analysts have all the necessary information and equipment to do the project. (Both South Africa and United Kingdom).

• Liaise with the client to ensure that all technical and logistical information required is collected before the project commences.

• Monitor all active projects to ensure they are commencing according to plan and that there are no obstacles.

• Confirm project readiness with the client and manage accordingly if this is not the case.

• Review proposal when Account Manager or client request more days.

• Book all travel and accommodation for income generating projects where required

(local and International).

• Prepare allowance document making sure analyst get paid before leaving on trip

• Managing project Risks and Issues

• Keep track of project expenses and inform finance every end of the month of these expenses.

• Managing projects on Resource Guru, Confluence and JIRA COMPANY: Current: Telemasters Holdings

POSITION: Project Manager

PERIOD: 1 April 2019-January 2020

REASON FOR LEAVING: Better job opportunity, new challenge/Atmosphere Purpose and scope of the role:

To manage, control and effectively execute the end-to-end customer fulfilment scope and project requirements of the external client. Duties include however aren’t limited to:

• Business solutions fulfilment

• Project management and deployment tracking

• Effective time management of project fulfilment

• Facilitate effective communication platforms with relevant stakeholders

• Set up, alteration and maintenance of various technical support platforms

• Documentation and relevant record keeping on the MIS support system, SOLIDitech

• Quality management of relevant processes pertaining to solution fulfilment Essential job function and performance standards:

• Successful and effective planning, organising and coordinating of:

• New Installations/Relocations/Add on’s/Downgrades/Upgrades

• LAN Installations (Installing and Testing)

• Cancellations

• Geographical number portability (Port in and Port outs)

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• Internal Project Kick-off Meeting

• Welcome letters

• Weekly Client Updates

• Handover Documents

• Attending to mails

• Closing Tickets and Sub-Tickets (SOLIDitech)

• Communicate with Customers, internal users, Sub contractors and Service providers

• Timeous ordering of Hardware/Equipment from Stores Department

• RICA and QA

• Supplier and Partner negotiations

• Setup, alteration and maintenance or service as per the following:

• BroadSoft

• Creating of UC accounts

• Percol8

• DYNDNS

• IOnline APN

• ATOM(TMS)

• Call Cabinet

• Updating SOLIDitech

• Activating Billing

• Run Feasibility Studies through vendor portals/via email

• Request quotes if feasible

• Documentation and record keeping on SOLIDitech

• Continuous updating of client folders

• Processing invoices of external services and call-outs

• Query resolution and escalation process

• To effectively update and monitor opportunity boards on behalf of Business Solutions

• Weekly leads management reporting from SOLIDitech to be presented to the CEO at the Operational Hub Meetings

• Monitoring of audio recordings from the Customer Experience Desk to QA and report on.

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COMPANY: Current: Telemasters Holdings

POSITION: Projects Access Manager

PERIOD OF EMPLOYMENT: 1 April 2018 -1 April 2019

REASON FOR LEAVING: Promoted to current post

Essential job function and performance standards:

• Co-ordinate all Managed project – all access projects Fibre & Microwave access across all vendors

• Verify feasibility for BDMs.

• Order access lines from vendors.

• Assign project to technician.

• Prompt and track internal workflow for access line install.

• Track access line installation progress & escalate delays with vendor.

• Manage clients’ expectations and provide weekly status updates.

• Liaise between client and vendors to ensure access line installation.

• Ordering of all DSL lines from Openserve and track the installation progress.

• Cancelling of all redundant access and DSL line, tracking and verifying the cancellation completion.

• Update client’s profile on TM with – Circuit number, access type, access vendor, line size and installation date.

• Update project status on the New Projects Dashboard, The Daily Exec as well as Project

• Assist in maintaining the coverage maps on MAQ. Loading new users on MAQ. MAQ Administrator.

• Conduct feasibility test across all vendors.

• Chair the weekly projects meeting with all the techs.

• Assisting of billing disputes with Access Suppliers (with Finance)

• Liaising with Perfect Worx for: Test mask CPE creation for SAIX National+ Diginet circuit or Graph amendments

• Customer liaison

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COMPANY: Telemasters Holdings

POSITION: Customer Liaison Manager

PERIOD OF EMPLOYMENT: 5th August 2015 to 1 April 2018 REASON FOR LEAVING: Applied for internal position

Essential job function and performance standards:

• Fibre/Diginets,ADSL faults loggings and escalations to Service providers-DFA-Link Africa-Vo- Connect-Metrofibre

• Logging tickets on BPO Program, used to work on T-Track program

• Action and close new calls within customer SLAs

• Troubleshooting on all Data clients, be it wireless,fibre,3g,dsl,megaline connections

• Ensuring related administration processes are completed accurately and timeously

• Retaining customer base

• Troubleshooting on Voip equipment before assigning fault to support engineer

• Scheduling techs to site if problem cannot be resolved remotely or while troubleshooting

• Creating Job card and capturing of all job cards

• Keeping client’s up to date with all faults feedback

• Logging, Allocating and updating tickets on Test Track program

• First line Troubleshooting on all VIOP equipment/Billions, ZTE,Junipers, Duxbury, Zyxel, Gateway Routers called Audiocodes, LCR,Yealink VPX systems

• Basics on Broad soft system, call diverts, call pickups, Uploading of call recordings, voice recordings and music

• Fault Escalation

• Updating all technicians job card feedback on TM system

• Monitoring of Nagios program for faults on ADSL /Diginet lines

• Comply with all ISO 9000 procedures.

• Book parts Orders to the correct call and manage assigned calls.

• Up skilling/Training of new call centre agents

• Simcard suspensions/Activations/Sim swop requests

• Create detailed fault reports for each client and for technical meetings COMPANY: Telemasters Holdings/Skycall Networks

POSITION: Customer support agent

PERIOD OF EMPLOYMENT:05th February 2013 to August 2015 REASON FOR LEAVING: Internal Promotion

Essential job function and performance standards:

• Telkom lines faults loggings and escalations

• Logging tickets on BPO Program, used to work on T-Track program

• Ensuring related administration processes are completed accurately and timeously

• Retaining customer base

• Troubleshooting on Voip equipment before assigning fault to support engineer

• Scheduling techs to site if problem cannot be resolved remotely or while troubleshooting

• Creating Job card and capturing of all job cards

• Keeping client’s up to date with all faults feedback

• Logging, Allocating and updating tickets on Test Track program

• Telkom Liaison on all ADSL/Diginet lines

• First line Troubleshooting on all VIOP services

• Fault Escalation

• Updating all technicians job card feedback on TM system

• Monitoring of Nagios program for faults on ADSL /Diginet

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COMPANY: Servest Cleaning

POSITION: National Fleet Administrator

PERIOD OF EMPLOYMENT:1st October 2012 to January 2013 REASON FOR LEAVING: Better package offer within Telecoms industry Essential job function and performance standards:

• Keeping track of all license discs to be renewed and updated All fines to be re-directed to drivers’ names etc

• Renewing all number plates and dispatch to correct branch COMPANY: GSM Solutions Telecommunication Services

POSITION: Project Administrator/Customer Service Co-Ordinator PERIOD OF EMPLOYMENT: December 2007 to 28th September 2012 REASON FOR LEAVING: Relocated to Gauteng, Better Prospects and Growth Duties & Responsibilities:

• Assisting My Manager with the day to day running of Business

• Managing Manager’s Calendar, screening calls and responding to e-mails

• Booking Sales meetings and creating Client Files.

• Managing the office when Manager is out of Country.

• Attending to incoming call queries, managing and processing LCR (Least Cost Routing) Voip and in house finance application forms, administration of NEC Philips PABX deals

• Including Telkom liaison, escalating on installations from Telkom and follow ups on order numbers.

• Client Services: Arrange installation dates / site Meeting requests with the supplier, Telkom line transfers. Oversee complete installation to client’s satisfaction.

• Manage the ordering process for all equipment Related to an installation, Schedule jobs for Technicians, Solving customer’s queries/Trouble Shooting and training of products.

• Telkom lines faults loggings and escalations

• Arrange installation on NEC PABX systems and MAN300

• Ensuring related administration processes are completed accurately and timeously

• Retaining customer base

• CPP/Vodacom Service Provider:

• Oversee Vodacom Upgrades and ports documentation For clients, creating deal sheets Oversee Vodacom premicell client base by Attending to non billing, faults logged, trouble shooting, creating job cards to dispatch technicians etc

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COMPANY: Mary Interior Decorators (JHB)

POSITION: PA/Shop Assistant

PERIOD OF EMPLOYMENT: May 2006 – September 2007

REASON FOR LEAVING: Family Responsibilities

Duties & Responsibilities:

• Receptionist, Managing Directors Dairy, Liaising with customers, Reconciling of statements & invoices,, Invoicing, Quotations,

• Placing & Receiving of Orders, Controlling stock

• Assisting in the workshop, Measuring Curtains& Blinds etc.

• Assisting walk in clients with choice of materials and colors etc COMPANY: Tums and Tots Pregnancy Wear (DBN)

POSITION: Seamstress/All rounder

PERIOD OF EMPLOYMENT: April 2002 – April 2006

REASON FOR LEAVING: Wanted to leave the Industry and Grow Duties & Responsibilities:

• Sewing ladies’ pregnancy wear and Babies clothing, accessories etc

• Fitting of all samples

COMPANY: Anzell Fashion Designs (DBN)

POSITION: Seamstress/All rounder

PERIOD OF EMPLOYMENT: March 2000 – 2001

REASON FOR LEAVING: Better Remuneration

Essential job function and performance standards:

• Receptionist duties

• Sewing and knitting on Industrial Machines

Part time Work

COMPANY:Star Spangled Promotions/ South African Board of Professional Models POSITION: Part time Model

PERIOD OF EMPLOYMENT: 1997-1999

REASON FOR LEAVING: Part time

Duties & Responsibilities:

• Part time modelling

Part time Work

COMPANY: Jellybean Promotions

POSITION: In store promoter

PERIOD OF EMPLOYMENT: January 2011 to 2012

REASON FOR LEAVING: Contract ended

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Duties & Responsibilities:

• Promote products in store and sometimes outdoor

COMPANY: Axis Marketing Promotions

POSITION: Promoter

PERIOD OF EMPLOYMENT: February 2006-April 2006

REASON FOR LEAVING: Part time

Duties & Responsibilities:

• Mainly promotions indoor and outdoor eg: M-net super Sport functions etc

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REFERENCES

Contact Person

Company:

Contact

Numbers:

Magda Van Der Walt (Operations

Manager/HR) Telemasters Holdings/Skycall

Networks 083*******

Contact Person

Company

Contact Numbers:

Clinton Adriaan Ward (Director)

adqn5p@r.postjobfree.com - 082-***-****

or Rehnaaz Ally

adqn5p@r.postjobfree.com.

za GSM Solutions

031-***-****/6

Contact Person

Company:

Contact

Numbers:

Nick Prokas (Manager)

Mary Interior Decorators

083-***-****011-***-****/29

Contact Person

Company:

Contact

Numbers:

Saths Moodley (factory manager)

Tums & Tots

072-***-**** / 031-***-****

Contact Person

Company:

Contact

Numbers:

Helena Lombaard (owner of anzell fashions)

Anzell Fashions

083-***-****

Contact Person

Company:

Contact

Numbers:

Tracey (Supervisor)

Axis Marketing

083-***-****

Contact Person

Company:

Contact Numbers:

Leigh (Supervisor)

Jellybean Promotions

083-***-****

Contact Person

Company:

Contact

Numbers:

Collette Dijane

SensePost/Orangecyber

Defense

+27-81-561-****



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