- Durban North, South Africa
- 28th May 2019
Profile summary:
A South African resident with a South African citizenship.
Residing in Durban North she was employed by a large telecommunications company. She has a qualification in Bachelor of Business Administration Degree (NQF 7) and ± 28 years working experience in various positions within the technical/sales and commercial environments.
Engaging and patient customer service professional years of experience responding to all types of customer inquiries. Eager to grow customer loyalty and maintain the highest level of customer service. Received 100% positive customer survey results wrt NPS scoring.
She attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording and verifying account information. Resolves product issues (customer complaints) by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Compiles/provides statistical reports on overall customer satisfaction.
She has assisted with the division’s restructuring process by facilitating training to ± 15 staff members over a two-week period and two weeks over-the-shoulder training.
She encompasses positive ethics that have a beneficial impact both personally and professionally. Her moral character is the demonstration of acceptable behavior and responses in a variety of situations.
Summary of Experience:
Her career started as a young administrative officer in the Traffic department processing orders for manual number allocations.
She worked her way up to processing statistical data and reports to a large communication company nationally including the Board of Directors where she obtained critical skills pertaining to planning, demand forecasting, numbering etc. Monitor environment/Gather statistical information/statistics and analysis/Liaise with management ………inclusive of formula’s/graphs/tables/pivots/mean/median/mode etc.
With her upskilling she was transferred to the technical division_ switching planning. Identifying of future growth in specific areas i.e. Demand forecasting, planning to customers end growth potential. Optimization of existing network infrastructure and project deliverables were vital tasks. She had to on more than one occasion relieve as supervisor - overseeing 15 staff members.
Time Management/Delegation/Lead, manage and motivate employees
Delivering results through people management/Coaching
Power-point presentations to staff and supervisor/Training of new recruits
She then moved to the Non-voice environment overseeing Subrate new projects and deliverables:
Design network solutions for Corporate, business, requirements. Co-ordinating of projects with relevant persons for completion. Providing solutions to technical and research problems in the environment. Tracking of projects. Drawing up of documentation for projects. Updating and maintaining of databases and spreadsheets for projects. Recording of project completions
Monitors timing, schedule and is responsible in ensuring that deadlines are being adhered to by all departments
Due to centralisation she took up a position in the Cabling division in a technical yard.
Tracking of data on spreadsheets, software applications/Daily statistical information pertaining for section performance/trend analysis/ Tracking of Survey projects/Drawing up of documentation for projects. /Updating and maintaining of databases and spreadsheets.
Wanting to reduce the travelling she applied for a transfer to the Commercial environment
- a) COMPLEX ORDER MANAGEMENT–ADSL & EMS (Unbilled Calls)
Processing of Business orders ADSL) New applications/Transfers/Disconnections etc
- b) COMPLEX ORDER MANAGEMENT– DEREGULATED PABX’s
Processing of Deregulated PABX applications i.e. New applications/Transfers/Disconnections etc
- c) COMPLEX ORDER MANAGEMENT– REGULATED PABX’s
Processing of Regulated PABX Sales quotes & applications i.e. New applications/Transfers/ Disconnections etc.
- d) BUSINESS DISPUTES
Compile your facts and evidence – Billing/installation investigation/ Remain objective to be cost effective in resolution. /Follow-up and escalate queries to ensure customer service/Talk/communicate to the other party/Analyse and resolve all customer enquires
- e) MOBILE NATIONALLY – Government/Corporate & Large Business
Processing of Convergence and Pure Mobile Wireless Solution activations-sales quotes & applications i.e. new applications/Renewals/Upgrades/Downgrades/Disconnections etc.
She considers herself a responsible, creative, with initiative and accepts the challenges and goals that any organization could assign her. Her personality combines technical training with corporate experience. She can work under minimal supervision in pressure situations, in challenging and competitive environments.
She can identify, correct and make decisions against any kind of problems. She is responsible and adaptable; she counts with quick absorption of new technologies. Partnership and teamwork are some of her characteristics. She can handle the English, Afrikaans languages and learning Spanish.
She is available immediately and is willing to relocate internationally if the applicable position in a management role is guaranteed.