Seasoned Ops manager with more than 10 years’ experience in telecommunication environment. Offers experience spanning technical support, Customer service, End user support and SLA management with competent planning, solution-oriented approach driving business growth, profitability, and strategic alliance.
Thrives in pressurized customer focused environment, ensuring strict timelines and quality are consistently upheld, and adapting to changing demands with pragmatism.
Independent thinker with great problem-solving skills, great communication and interpersonal skills.
Information Technology (Programming)
ITIL Foundation Certificate in IT Service Management
Advanced Marketing Management
Performance in Management Excellent
Work & Experience
o Sourcing, purchasing, supply of goods to government departments and companies. o Negotiate for discounts and payment terms o Manage a canteen concession o Responsible for stock purchasing o Manage cash flow o Develop a budget, planning and setting of company goals o Organizing, monitoring, and controlling business activities o Develop a marketing plan to promote the business o Prepare and issue quotations to clients
o Managing performance of a call centre tier2 staff o Coordinating staff availability o Recognition of achievement o Handling of escalations o Working out leave roster and scheduling o Employee satisfaction o Monthly feedback to staff o Monthly reports and presentation to Management o Draft work-related document o Manage outage o Manage service level agreement
o Provide national technical support to network customers and end-user of Telkom's data network service o Logging and escalating faults and queries o Operations and resolving of queries at a tier2 level o Checking outages and network traffic o Assist tier1 and deals with more complex requests o Troubleshooting ADSL/VSAT/WIMAX and Diginet o Identifying different users, their needs and expectations while meeting the service level agreement o Work with specialists (team above tier2) to improve, define and ensure operations methods and procedures
o Managing performance of call Centre tirer1 temp staff o Handling escalations o Recognition of achievement o Working out leave roster o Staff motivation o Employee satisfaction o Monthly feedback to staff o Monthly reports to Management and Agency o Co-ordinates timesheets between Telkom and Sizano Kelly agency