Ntombifuthi Ntombizanele Madela
Project Management
Katlehong,Gauteng
Summary
I consider myself to be responsible candidate professional and ssuccessful at managing multiple priorities with a positive attitude “All things are possible if you set your mind to it” this is my daily motto. Organized and dependable, I sturdily believe that I will perform any task given to me to my best of my ability. Open, honest communication in the workplace leads to success. I am loyal, committed and trustworthy. I appreciate the value of good people and the diversity they offer. Willingness to take on added responsibilities to meet team goals.
After reviewing my resume, I hope you will agree that I am the candidate you have been looking for. I look forward to elaborating further on my specific skills and abilities that will benefit your organisation.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Service Client Care Representative
Telkom / Openserve
Centurion
07.2021 - Current
- Manage a group of Internet service providers
- Enhance Client Care - Improve operations and service through consistent hard work and dedication.
- Facilitate Service Delivery in the context of the Order Process as related to the Sales Back-Office function
- Process Queries – Identify issues, analyse information and provide solutions to problems.
- Process cancellations of orders
- Inform Clients - Maintain energy and enthusiasm in fast-paced environment.
- Establish/Maintain Relationships - improved operations and provide exceptional service.
- Carry out day-day-day duties accurately and efficiently.
- Perform duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Inbound calls – receiving calls and providing assistance promptly.
Roaming Coordinator
Openserve / Telkom
Centurion
01.2018 - 06.2021
- Prepare a variety of different written communications, reports and documents to ensure smooth operations.
- Oversee daily operations to ensure high levels of productivity.
- Ensuring correct routing of traffic – Manage routing to ensure Volume Deal & Swap Deal targets are met. Suggest if changes need to be implemented on routing.
- Update Carrier Traffic Profiles – Carrier profiles is updated monthly
- Provide Support to all Account Managers: Statistics, target rates, volumes, matching of rates etc.
- Manage International roaming agreements & tariffs (complete AA12, AA13 CLL, and facilitate the signing and exchange of SIM cards process) Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Work with switch operations to accomplish IREG and TADIG testing as needed for new roaming partners.
- Perform IREG testing and utilize the TADIG testing process to analyse, validate and present quality data;
- Manage the international roaming operations, which includes the updating of systems and offering full administrative and technical support to the roaming partners.
- Support the Account Management team at international events and other relevant forums with Traffic Analysis and Revenue Report.
- Facilitate/Chair weekly international voice meetings to obtain and evaluate financial and non-financial reports from different line units.
- Handle JT INE Project
- Negotiate international IOT rates
- Creating data opportunities and request for pricing
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Developed and maintained courteous and effective working relationships.
- Offered friendly and efficient service to customers, handled challenging situations with ease
Sales Support Representative
Telkom / Openserve
Centurion
10.2016 - 12.2017
- Issuing contract agreements and filling management hard and soft copy - Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs.
- Handling new client process - Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
- Responding to queries and follow up - Provided best-in-class real-time sales support for customers while leading by example for sales team members.
- Creating Quotes and capturing data - created and processed orders and reviewed pending orders to verify adherence to fulfilment schedule.
- Compiling processes for the team - contributed to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
- Monthly stats presentation - completed monthly sales reports to highlight trends and help with team strategizing.
Retention Call Center
Medipost
Pretoria
12.2013 - 08.2016
- Requesting new prescription
- Handling queries from patients on call
- Updating delivery address or relevant information as per patient
- Informing patients of any delayed deliveries.
- Retaining old patients, finding out why they left.
- Making sure existing patients are happy.
- Reporting the reasons why patients leave to line manager.
- Making follow ups
Education
ADVANCED DIPLOMA - NQF LEVEL 7) - PROJECT MANAGEMENT
Cranefield College
Cranefield House, Pretoria, Gauteng, 01.2022 - Current
ADVANCED CERTIFICATE - NQF LEVEL 6 - PROJECT MANAGEMENT
Cranefield Colege
Cranefield House Pretoria, Gauteng 01.2021 - 01.2022
NATIONAL CERTIFICATE - NQF L4 - Project Management
Dibanisa Learning Solutions
Pretoria 10.2016 - 10.2017
Skills
Exceptional customer service
Computer Literate: EXCEL, WORD & POWERPOINT
Project Management
Telephone etiquette
Negotiation skills
Attention to detail
Ability to deal with pressure
Disability - Partially sighted
Visual impairment
Timeline
ADVANCED DIPLOMA - NQF LEVEL 7) - PROJECT MANAGEMENT
Cranefield College
01.2022 - Current
Service Client Care Representative
Telkom / Openserve
07.2021 - Current
ADVANCED CERTIFICATE - NQF LEVEL 6 - PROJECT MANAGEMENT
Cranefield Colege
01.2021 - 01.2022
Roaming Coordinator
Openserve / Telkom
01.2018 - 06.2021
Sales Support Representative
Telkom / Openserve
10.2016 - 12.2017
NATIONAL CERTIFICATE - NQF L4 - Project Management
Dibanisa Learning Solutions
10.2016 - 10.2017
Retention Call Center
Medipost
12.2013 - 08.2016