Admin Clerk Call Centre

MOOI MOKGALAKA

PROFESSIONAL SUMMARY

Mooi Mokgalaka is an Aspiring Chief Office Administrative and Financial Manager holding her NQF 5 in Economic and Management Science from the University of South Africa. Mooi further has more than THREE (3) years’ experience working as an Network Operation Center Administrator. Mooi always believes that her hands- on experience coupled with the growing knowledge she gained during her studies and during field work prepared her to be able to make a solid contribution in any Administrative and Management related field. With a solid foundation in Administration, Mooi is always prepared to put her knowledge and abilities to deliver the best results in everything that she does, while gaining immeasurable experience and skills to advance in her career pursuit. Mooi is a self-motivated, goal orientated, driven and an individual who believes in lifting and empowering others through the knowledge she has acquired, and experiences gained overtime. PERSONAL DETAILS

Contact : 061-***-**** 073-***-****

E-mail address : ***********@*****.***

Location : Pretoria, Gauteng

Nationality : South African

EE : Female

CORE COMPETENCIES

• Competent in Microsoft Word, PowerPoint, Excel, SAP, and Outlook.

• Excellent Customer Service skills.

• Client Management skills.

• Excellent knowledge of the law and other regulations.

• Highly organized and analytical and inquisitive with excellent attention to details.

• Financial Acumen and Interests.

• Always maintain a proactive approach in the working environment for ease in taking ownership and accountability.

• Filling or Paper Management skills.

• Ability to accurately track inventory and compile reports.

• Equipment handling skills.

• Mathematical proficiency and Financial Acumen.

• Highly motivated, energetic, Sound judgement and good reasoning abilities.

• Good managerial and interpersonal skills and ability to work under pressure.

• Time management, Organizational and planning skills.

• Great team player and can work well independently.

• I have a high level of leadership and decision-making skills.

• Excellent verbal and written communication skills. EXPERIENCE

[Helpdesk Technician] [Bidvest Facilities Management]

[February 2018]

Duties Include:

● FACILITATOR: Proactive monitoring of sites and detection of potential problems, dispatching technical office to site, mediator of spares supply.

● ADVISORY: Interpretation of incidents, risk analysis and mitigation.

● ADMINISTRATOR: Establish and coordinate conference calls and Microsoft teams meeting between clients.

● Ensure correct logging of queries on the relevant systems.

● Follow up and provide feedback, guidance and information to customers and stakeholders within the required SLA.

● Engaging with suppliers/clients on queries or any other matter for clarification.

● Updating the job cards

● Receiving and screening of telephone calls and referring calls to the correct role players.

[Network Operations Centre Administrator] [Vodacom Contract]

[Nov 2021 -Aug 2023]

- Receive and answer all calls landing on the Bidvest FM Telephony system pertaining to the project within the specified SLA.

- Log and Dispatch generators into the field accordingly to the priority and impact.

- To use good judgment unless otherwise instructed by the Client facing supervisory Team or internal.

- Coordinate with the Field Force to ensure resources are scheduled effectively to the various disciplines within the field.

- Escalate any generator related issues that are out of the control of the Dispatch Centre to the Generator SPOC for his/her attention.

- Ensure that all generator activities are captured onto the ITSM tool for record keeping and reporting.

- Notify and escalate major incidents as per the fault handling and escalations procedures.

- Liaise with internal and external support teams toward fault resolution.

- Analyze and report on routine and ad hoc investigations.

- Compile a daily shift handover report which will be sent via email to incoming.

- Interface with Regional FSO specialists by providing updates on active tasks and general task enquiries.

- Ad Hoc service improvement and suggestion for the projects to be presented to higher management for their consideration.

- Report any unplanned absence from duty to the Team Leader / Shift Supervisor at least 2 hours before the start of shift.

- Drive task resolution by following up with Field resources on Work in Progress and enabling collaboration between stakeholders where required.

- Ensure that all tasks captured on the ITSM tool are updated periodically according to the feedback received from the Field Force or client.

- Drive task resolution for work-in-progress tasks by pro-actively liaising with the Field Force and fellow Team members to expedite resolution times and generator availability in the Field.

- Monitor Work Force / Fault Management System for new tasks pertaining to Low Fuel alarms.

- Ensure that all Low Fuel alarm tasks are actioned within the specified SLA and assigned to the responsible Field Force Teams to attend to.

- Monitor and vet the refueling schedule for the day prior assigning tasks to the Field Force.

- Reconcile the refueling schedule for the day against the generator refueled by the Field Force to identify and act on any missed refuels for the day.

- Handover any generators that were not attended to, to the incoming Generator Dispatcher to action.

- Telephonically engage with the Field Force for refueling tasks assigned to them to ensure they are informed of the scheduled time of refuel to avoid missed refuels which will in turn impact the SLA.

- Ensure WFM Task are always updated with latest relevant information pertaining to Work in Progress tasks.

- Initialize collaboration between internal and external stakeholders where and if required.

[Technical Resource Coordinator [Vodacom

Contract]

[Aug 2023-Present]

- Interpret and analyze all faults received from NMGFM on WFM

- Conduct 1st line investigation to determine the resource type required to resolve the task.

- Priorities tasks based on Severity with inputs from relevant regional role players and FSO.

- Tasking of field resources by means of IFS WFM based provided scheduling and planning guidelines.

- Provide 1st line high level support to field resources on RAN / TX, RF faults and Vandalism Faults

- Apply network management tools effectively toward fault diagnosis and resolution.

- Identify in Scope / Out of Scope activities.

- Reporting on relevant platform and Shift Handover

- The above list of tasks, duties and responsibilities is not exhaustive and may be changed at any time, depending on the operational requirements of the employer, and within the parameters of the position held. The employer is therefore entitled to instruct the employee at any time to carry out additional duties or responsibilities, which fall reasonably within the ambit of this job description, or in accordance with operational requirements.

- Planning for placement of employees, contractors and efficient utilization of materials and tools

- Ensure that all purchase orders are submitted to suppliers for correct invoicing and Create Purchase Requisitions (PR) on correct expense codes and ensure accuracy against the quotation.

- Ensure that tasks are conducted efficiently and optimum use of tools and equipment.

EDUCATION

Institution : University of South Africa

Qualification : NQF 5 in Economic and Management Sciences Status : Completed

Institution : Tshwane TVET College

Qualification : N6 Electrical Engineering (Heavy Current) Status : Completed

Institution : University of South Africa

Qualification : NQF6 in Safety Management

Status : In Progress

NB-Also did Computer Literacy from Geon Development Centre. GOALS

● To achieve my set goals and keep myself dynamic in the changing scenario to become a Chief Marketing and Administrative Manager.

● To become an excellent Sales and Administrative Specialist taking up challenging works in the Industrial structure with creative and diversified Projects and to be part of a Constructive and fast-Growing World.

● To make a position for myself in the competitive corporate world and contribute to achieving the goals on both professional and personal level.

● To work in an environment that challenges me to improve and constantly strive for perfection in all the tasks allotted to me so that I can be able to showcase my Administration and Human Resource Management Skills. REFERENCES

● Available upon request

Contact this candidate