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joined Telkom in March 1995 as a Credit Controller Credit Revenue
Management. April 1998 responsible in Sales Residential Department, My duties were to sell Telkom talk plus facilities, relieving my supervisor. From
01/2002-12/2003 Seconded to attend CMSS Project (OSS) on behalf of
Credit Management Billing on Processes Policy Procedures. I contributed on attending meetings with Executives, Seniors on screen Programmes-
functionality, Networking, Facilitating Progression, Upgrading on version &
maintenance of systems. I have acquired a vast network and customer service management experience while working at different departments within Telkom group. This includes experience gained while working as
Service Management Service Integration Management of Telkom Business
(BCX).
As an IT Professional with over 20 years’ experience in various industries including Information Technology, Telecommunications, Retail Enterprise,
Corporate & Government. I am experienced Network Centre Manager with a demonstrated history of working in the information technology &
services industry., skilled in ITIL basics, Project Management, Customer service, Voice over IP (VOIP) Microsoft Office. Strong information technology professional with a telecommunications Policy & Regulations
Management.
As a client Assurance Manager (Network Wireless Solutions- Life Cycle
Management) seek s employment in a more challenging environment that will allow me to best utilize my skills, while allowing for personal &
professional growth.
Skills & CompetenciesPublic Speaking
Written and Verbal Communication Skills
Ability to communicate & negotiate on multiple levels
Self–starter and ability to meet deadlines
Ability to work independently & under pressure
Excellent Leadership and Management Qualities
Marketing & Sales Strategy
Sales & Marketing
BCX: Network Wireless Solutions (Life Cycle
2018 - 2023
Providing network service management support to both internal & external BCX customers.
Managing existing networks designing, presenting &
implementing solutions.
Running with the day to day service related to issue to meet the customer’s needs in order to provide better service delivery.
Running with the roll- out of new customer network related to projects & implementing service improvement within customer experience.
Establish and maintain relationships with clients
Ensuring service availability to clients.
Managing relationships between clients & stakeholders.
Ensuring compliances to all procedures & process for clients
Managing and reporting on service level agreements &
targets
Continually improving on Customer care service.
Client reporting, daily, weekly & monthly reports. Attending on mee
Telkom SA LTD: Executive Escalations
2015 - 2018
Managing all processes to provide world class service management.
Managed maintenance of customer network
Provide network support to internal & external customers verifying existing & new networks
Designing, presenting and implementing solutions to customer’s needs to improve the integrity of customer network
Producing & Writing customer Reports (Daily, Weekly &
Support Sales Product Managers, Account Managers & Special
Market Team.
Manage SLA’S & KPI’s
Obtain relevant information of reported faults to proactively follow up on progress made with field management.
Inform customer and/or CAM’s of progress made with field management on ETA (Dispatchers)
Update on Continuous Feedback to customers and CAMs on faults stage.
Telkom SA LTD : Assurance and
2004 - 2014
Assist Management with a design Performance Program
Ensure regular one on one coaching sessions is conducted with staff.
Assist management with Job Description for all Business
Online Agents.
Ensure regular team meetings are held with agenda and minutes. Ensure that all SLA turnaround times are met with new queries.
Ensure that the workflow is effectively distributed amongst all staff.
M A R K E T I N G M A N A G E R
Assist in the designing, maintaining and improvement of the workflow /
processes.
Ensure that all staff is aware of the process and turnaround times.
Internal Port Report distributed to Business Sales Management & Sales Ops
Management.
Checking Daily Retention Report and ensuring posting of IMEI’s is up to date. Assist management with monthly incentive for staff. Assist management with resolution of queries and escalations. Maintain protocol escalations are minimal with fair resolution attained and adhered to
. Ensure that the queries are allocated evenly throughout the team to ensure optimal Productivity Monitor that all agents are cross skilled across all customers and query types.
Train staff on products and services. Identify potential candidates for succession planning and up skill accordingly
.
Keep staff informed of updated information.
Encoding a strong working relationship between all departments that business operations are reliant on.
Assist management with Contingency and Succession planning. Manage training schedule for all Business Online Staff.
Communicate any business system or policy change to the respective channels.
Processing of all orders received from the Wholesale Customer Care and the Wholesale Service Center including Sales Division. Accurately updating customers' information and or billing enablement for the customer account/
service after fulfilment.
Forward information of Processes& Procedures Attend Meetings,
Presentations. Query on sub-sections.
Telkom SA : Revenue Credit Management Credit Controller
1995 - 2003
Bank EFT deposit reconciliations.
Betting reconciliations.
Ensuring weekly deadlines are met timelessly
Establish recommendations for the information collected
Assisting he branches and/ or relevant department to clear queries
Work on concurrence with the team and be a team player
Perform ad hoc assignments arising
New account screening and risk evaluation
Investigate incorrect payments/credit notes
Release of hold codes in financial system for overdue balances and credit C-hold
Create new customers in financial system
Communication regarding collection with customers
Trust-IT processors and administration
Investigate AR accounts for unapplied bookings
Check balances to be transferred to collecting company with the responsible FSE
Prepare documentation for collecting company
AR payment term and limit proposal
AR payment term and limit input into systems
Capture new or amended credit limits to customers and terms of payments to customers
Follow up of customer in company reorganisation
Proposal of Write-offs
Complete credit control report with comments and distribute to Management team
Assisting in AP functions in local office when required.
Skills & CompetenciesPublic Speaking
Written and Verbal Communication Skills
Ability to communicate & negotiate on multiple levels
Self–starter and ability to meet deadlines
Ability to work independently & under pressure
Excellent Leadership and Management Qualities
Matric in 1993Diploma in Pharmaceutical Marketing2003Technikon SA Medical Representative1998Solution College BA in Communication Science2020 – Currently StudyingUniversity of South Africa
