City of Cape Town, Western Cape, South Africa
I am currently working as a Project Manager at DFA. I have moved through various roles, at multiple companies, in different industries and have gained an immense amount of knowledge and skill that I am able to apply in my current position. Change is inevitable when working in the Telecommunications industry. Being able to adapt to changes in systems, processes and procedures are fundamental in maintaining a good attitude and focus on the goal at hand. Along with being adaptable, I have proven to be competent, reliable and thorough in what I do. I have been given opportunities based solely on my work ethic and am proud of the reputation I have built amongst my colleagues. My years of experience in the eCommerce and Telecommunications industries have provided me with the perfect springboard to take the next step in my career and I am excited for what that next step may be.
1. Administer and Coordinate Project Processes and Documentation • Co-ordinate and manage administrative responsibilities on a day-to-day basis, ensuring up-to-date, accurate operational information and feedback • Follow up on outstanding documentation. • Identify process delays and escalate operational concerns preventing civil and fibre related projects from being delivered on time • Coordinate and communicate project progress feedback between all stakeholders. 2. Data Management • Update CRM and Quickbase with accurate project progress and milestones • Use verification reports to track the required POs, ensuring that they are processed with-in the project timelines. Escalate potential risks and/or delays to the Project Manager 3. Manage Deliverables • Work with all stakeholders to assist in projects going according to schedule • Prepare project status reports, track project status, manage schedules and provide feedback to the Project Manager. 4. Miscellaneous & General • Perform any other work related duties and responsibilities that may be assigned from time-to-time by management
Oversee and provide guidance on link delivery process from start to finish Successful service delivery – manage service delivery SLA achievement and high level of customer satisfaction Monitor overall performance of services and timelines to deliver Good communication around issues and opportunities – get things done, make things happen. Building, maintaining and analysing service reports to address any possible delays before it occurs. Distribute service reports weekly to key internal personal and clients and raise any potential issues Removing all obstacles to customer satisfaction and / or financial performance. Communicating across organisational boundaries – from project managers through to executives. Following up, escalating and taking action if service delivery is not meeting expectations. Working with the client and operations teams to identify and manage service improvement activities. Propose any amendments to improve processes Develop and implement processes with client to ensure effective information flow to speed up delivery timelines. Ensuring operations teams are aware of changes and are prepared.
In this position, I was required to resolve issues around merchant onboarding and product support. My responsibilities include: *Deliver professional written and verbal operational support to merchants regarding technical and finance related issues *Read, prioritise and respond to merchant emails and phone calls *Troubleshoot problems and provide accurate information to the merchants *Verify merchant documentation *Outbound calls to resolve account issues *Assist with improving standard operating procedures and processes *Actively seek solutions and work with the merchants to achieve them *Liaise with internal teams *Identify the major merchant requests and issues and communicate them to the development team
In this role I was responsible for providing timely and accurate operational support to partners selling on the business platform. I address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements. Responsibilities: * Provides prompt and efficient service to the business selling partners including the appropriate escalation of partner related issues. * Builds Platform and business knowledge to better serve partners. * Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues. * Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures. * Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriately drive improvements. * Liaise with other departments such as Customer Service, Account Management, or Payments teams as required to resolve partner related issues.
My previous position was as a Project Co-ordinator at eNetworks, where I managed and co-ordinated all fibre, wireless, metro ethernet and ADLS projects. I liaised with our sales team, technical team and clients on a daily basis, to ensure a smooth and timely delivery of all ISP and networking solutions. Responsibilities: Develop and maintain detailed project plans Manage co-ordination of the departments, vendors and individuals engaged in project work Manage procurement or allocation of required hardware as per solution specification Manage project deliverables in line with the project plan Record and manage project issues and escalate where necessary Resolve cross-functional issues at a project level Manage project scope and change and change control, and escalate issues where necessary Monitor project progress and performance Provide regular status reports to the customer and associated parties Liase with, and update progress to project board/ senior manager Final approval of the completed project according to initial technical specification and deliverables
I was a Technical Officer at Telkom for 6 years working in the Data and Advanced Services division, where we would liaise between Technicians, Planners and Service Managers to provide quality services to customers efficiently. Responsibilities: Manage projects with regard to quality and time standards to contribute to achieve targets and objectives. Ensure objectives and targets are met. Receive request and verify information. Analyze the elements, identify problems and determine corrective actions through liaison with the different divisions. Monitor progress daily until completion. Responsible and function without supervision. Improve on dates on request or when dates are unreasonable. Update relevant database/ spreadsheets with current information. Compile results of projects in an acceptable worksheet format as per report procedures