Phelisa Mtima

Office Management Associate and Business Operations Support with 3+ years’ experience delivering records administration, information management, document control and operational support within public sector and customer service environments. Experienced in coordinating electronic records management, digitisation, information retrieval and administrative reporting to ensure accurate and accessible organisational information. Skilled in maintaining Electronic Document and Records Management Systems (EDRMS), developing records management policies and procedures, supporting their implementation and monitoring compliance with legislative and organisational requirements.

Demonstrated ability to deliver customer service, resolve enquiries, maintain accurate customer information and facilitate stakeholder engagement.

Seeking Office

Management, Business Operations Support and Administrative opportunities to contribute organisational efficiency, effective information management and reliable service delivery.

Library Intern - Council for Geoscience (CGS)

(2026-06)

• Coordinate the preparation, sorting and digitisation of library materials, including publications, technical reports, maps and journals, to facilitate information preservation and accessibility.
• Capture and update metadata for digitised materials, ensuring accurate descriptions, proper classification and effective information retrieval.
• Conduct quality control checks on scanned documents and electronic records to maintain information accuracy, completeness and readability.
• Facilitate records filing, accessioning and cataloguing activities to maintain organised library collections and accurate information records.
• Support the preservation of organisational information through systematic scanning, electronic documentation and appropriate records management practices.
• Assist library and publications personnel with locating, retrieving and providing access to requested materials to support operational and information needs.
• Maintain organised documentation and library records to facilitate efficient information handling, storage and retrieval processes.

Records and Document Management Graduate Trainee - Eastern Cape Development Corporation (ECDC)

(2023-07 - 2026-05)

• Contributed to the development and implementation of the organisation’s Records and Document Management System, aligning processes with operational requirements.
• Developed records classification systems, file plans, retention schedules, standard operating procedures and records management policies.
• Conducted records inspections and compliance audits across business units, assessing adherence to organisational policies and legislative requirements.
• Maintained Electronic Document and Records Management System (EDRMS) records, including document uploads, metadata updates, folder creation and access controls.
• Coordinated digitisation, off-site archiving, records retrieval, retention and disposal processes, ensuring accurate documentation and information preservation.
• Delivered records management training, stakeholder guidance and system user support to strengthen compliance with established procedures.
• Assisted with PAIA requests, audit documentation, procurement of registry materials and preparation of monthly, quarterly and annual reports.

Customer Service Agent - Web Help Call Centre

(2022-08 - 2022-12)

• Delivered customer service through telephonic communication, addressing enquiries and providing accurate information to support customer satisfaction.
• Resolved customer enquiries at first contact where possible, ensuring timely responses and effective communication.
• Maintained accurate customer records, updated personal information and ensured compliance with data protection requirements.
• Managed incoming telephone enquiries and switchboard operations, directing communication and providing customer support services.
• Addressed customer concerns through effective problem-solving, professional communication and appropriate information handling.
• Processed customer information accurately while maintaining confidentiality and adhering to established service procedures.

Postgraduate Diploma - Archives and Records Management - University of Fort Hare (2024)

Bachelor - Social Sciences - University of Fort Hare (2020)

National Senior Certificate - Sakhisizwe Senior Secondary School (2014)