Adriaan Mdaka
Subject Matter Expert
Katlehong
Summary
Accomplished, highly-effective and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals. I have accumulated deep business and project management acumen over my term of service with acute decision making intelligence and innovative solutions. Skilled in troubleshooting and resolving complex information technology problems by performing technical root cause analysis and providing viable solutions. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
6
6
years of professional experience
Work History
Mathematics Head of Department
Education Kit (NPO)
2018.01 - 2022.11
- Tutoring High School pupils on Saturdays and public holidays from previously disadvantaged backgrounds
- Schools served in include, Alafang High School, Phumulani Secondary School and Sijabulile Secondary School.
- Key fields of my expertise were in Mathematics, subject i hold dear to my heart and passed with distinction in my matric.
- Focus was on Grade 9 - 11.
- Was appointed as the HOD for the mathematics division, tasked with lesson playing, curriculum compliance, text and exam paper preparation across all school and grades,
- Manage of division tutors, productivity tracking and tutor scheduling.
- Designed age-appropriate math activities to help student progress.
- Supported students with helpful study habits and exam strategies.
- I pride myself on the work I do with the students and I believe they do and greatly appreciate my lessons.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible hours across night, weekend, and holiday shifts.
Workshop Apprentice
Bermar Industries
2019.01 - 2020.01
- Assisting with general workshop duties which included cutting, bending, welding, grinding and assembly of sheet metals
- Prioritized and accomplished multiple tasks within established timeframes.
- Developed understanding of sheet metal forming, welding, cutting, notching, assembly and polishing.
- Inspected completed projects to meet customer expectations.
- Gained proficiency in reading and interpreting engineering drawings and schematics.
Resident Assistant
South Point Student Accommodation
2020.02 - 2020.11
- Mediated conflict resolution with roommates and other residence hall members to promote peace, order and positive relationships.
- Promoted culture of respect and understanding among students.
- Provided crisis intervention and support services to students to minimize intensity of emotional, mental and behavioral reactions to crisis.
- Organized and hosted social and educational events for residents to foster meaningful connections and community spirit.
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Assisted in recruitment and selection of student leaders.
- Conducted weekly meetings with students to review goals, address issues and provide support.
- Attended, participated, and contributed to monthly staff meetings addressing resident needs.
Contact Centre Agent
South Point Student Accommodation
2021.12 - 2022.07
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Resolved problems, improved operations and provided exceptional service.
- Applied effective time management techniques to meet tight deadlines.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
Subject Matter Expert
South Point Management Services
2022.08 - Current
- Designed and prepared technical reports, studies, and related documentation.
- Improved system performance by eliminating operational gaps and software bugs.
- Identified and recommended new products based on market research and consumer analysis.
- Developed and presented business cases, presentations and reports to senior management.
- Improved user productivity and efficiency through system training and support.
- Installed, configured, and monitored new system features based on user needs.
- Managed user accounts, permissions and group policies for optimal system security.
- Monitored and tracked user progress to identify improvement opportunities.
- Facilitated product development with implementation of standard best practices.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Carried out in-depth needs assessments to determine document management requirements at department and individual user levels.
- Assisted in continuous improvement activities while developing and maintaining resulting documents.
- Strengthened system efficiency by identifying lagging operational processes and implementing optimal solutions.
- Identified areas of weakness and recommended or implemented process improvements.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Planned, designed, and scheduled phases for large projects.
- Developed and initiated projects, managed costs, and monitored performance.
Education
Grade 12 -
Phumulani Secondary School
Katlehong, Gauteng 2001.04 -
White Belt Six Sigma - Business Management
Educate 360
Johannesburg 2001.04 -
Skills
Customer serviceCreative thinkingContact Center OperationsCRM
Analytical Thinking
Process Improvement
Data Analysis
Improvement Plan Knowledge
Process Analysis
Project Planning
Creative Solutions
Data Management
Project Restructuring
Idea Development and Brainstorming
Business Intelligence
Organizational Change Management
System Upgrades
Knowledge Sharing
Project Management
Cost Control
Accomplishments
- Trained and supervised a team of 45 Contact Centre Agents.
- Collaborated with team of 6 in the development of OBS (Online Booking System), South Point Vending website, Impro Biometrics
- Redesigned the Resident Assistance in response to the organizational strategy and business requirements
- Onboarding of the Walk-In Centre
- Development and digitization of the Walk-In Centre ticket system.
- Voice of the Customer Custodian
- Customer Communication Custodian
- Optimization of the CRM tools - Fresh Desk, Fresh Sales, Fresh Chat
- Configuration and development of HubSpot (CRM Platform)
Strengths
Leadership
Communication
Creativity
Positive
Focused
Team Work
Resilience
Motivated
References
Johan Wheeler
CFO - South Point Management Services
(+27) 82 904 3593
Email: Johanw@staysouthpoint.co.za
Roseline Dubasi
CRM HOD - South Point Management Services
(+27) 81 349 0456
Email: Roseline@staysouthpoint.co.za
Dirk Abrolat
Owner - Bermar Industries
(+27) 83 655 3430
Email: bermar@prismsw.com
Mlungisi Matyobeni
Founder - Education Kit (NPO)
(+27) 72 781 4559
Email: Matyobenimlunsisi@gmail.com
Timeline
Subject Matter Expert
South Point Management Services
2022.08 - Current
Contact Centre Agent
South Point Student Accommodation
2021.12 - 2022.07
Resident Assistant
South Point Student Accommodation
2020.02 - 2020.11
Workshop Apprentice
Bermar Industries
2019.01 - 2020.01
Mathematics Head of Department
Education Kit (NPO)
2018.01 - 2022.11
Grade 12 -
Phumulani Secondary School
2001.04 -
White Belt Six Sigma - Business Management
Educate 360
2001.04 -