Melanie Williams

Results-driven Quality Systems Administrator with 10+ years delivering ISO 9001-compliant quality frameworks, system rollouts, and continuous improvement. Proven expertise in SAP QM, document control, CAPA, and audits — including leading BASF's Specright pilot and SAP NCM launch.

Call Centre Agent (Part-time) - ScooterAngels - Remote, South Africa

(2025-09)

As part of Scooter Angels, a premier designated driver service in South Africa offering the Take Me Home sober chauffeur service across various cities, managed high-volume inbound calls and WhatsApp inquiries via the Zoko Platform.

• Delivered professional customer service, resolving complaints and booking issues with high satisfaction and strict adherence to data privacy protocols
• Maintained accurate customer and booking data in the Angel Management System, ensuring data integrity across all interactions
• Met call quality, handling time, and productivity targets while adapting swiftly to new tools and processes in a fast-paced environment

Quality Systems Administrator & Document Controller - BASF - Port Elizabeth

(2014-01 - 2025-06)

Ensured system integrity, managed access control, and maintained regulatory alignment for critical local and global quality databases.

• Led end-to-end SAP Non-Conformance Module launch, standardising NCM workflows for processing, tracking, and closure across all departments
• Spearheaded South African pilot rollout of Specright (Salesforce-backed NCM system) — executed system testing, built reporting queries, and delivered site-wide onboarding
• Administered site-wide Document Control, CAPA, and Audit modules; enforced ISO 9001 & IATF 16949 gatekeeper controls and developed end-user training frameworks

Oracle Database & Systems Administrator - SITA (State Information Technology Agency) - Cape Town

(2008-05 - 2013-12)

Maintained high-availability data infrastructure and performed performance tuning for critical public sector database environments.

• Managed Oracle DB installations, patching, schema migrations, and backup/recovery strategies across production environments
• Optimised database performance by tuning tables, indexes, and PL/SQL queries to sustain peak throughput
• Delivered expert tier-3 DBA support at client sites, leveraging Unix sysadmin skills to diagnose and resolve infrastructure faults

Database Administrator (Contract) - Sanlam - Cape Town

(2007-05 - 2008-04)

• Executed Oracle DB queries and developed DML/DDL scripts to identify and correct record discrepancies, ensuring regulatory compliance and clean historical data

Database Administrator - Maitland Group (Finsource) - Cape Town

(2006-11 - 2007-04)

• Administered SQL Server and Sybase environments, automating backup, restoration, and storage cleanup via custom system scripts

System Support Administrator - Altech Isis - Cape Town

(2005-08 - 2006-10)

• Monitored production business applications across Windows NT, Unix, and Oracle platforms, resolving exceptions to uphold client SLAs across Africa

Asset Management & Application Support Advisor - SITA (State Information Technology Agency) - Port Elizabeth

(2003-01 - 2005-07)

• Delivered TMS software support to 800+ government facilities and managed regional financial asset register audits as an Oracle DBA intern

National Diploma - Information Technology - Nelson Mandela Metropolitan University (Port Elizabeth Technikon) (1996 - 2000)

Intermediate Leadership Program - NMMU Business School (2016 - 2017)