Seipati Mercia Molebatsi
Application Support
Pretoria
Summary
Dynamic VAS/Application Support Analyst with a proven track record at Massmart Holdings, enhancing customer satisfaction and streamlining incident resolution. Expert in SAP ERP and exceptional at relationship building, consistently exceed SLA targets by leveraging analytical thinking and effective communication. Skilled in both data analysis and fostering teamwork, drive growth and operational excellence. A dedicated and results-driven professional, with excellent interpersonal skills offering diverse service delivery skills
Overview
15
15
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
VAS /Application Support Analyst
Massmart Holdings
05.2022 - Current
- Collaborated with 3rd party/ Service Providers analysts and project managers to expedite incident resolutions.
- Ability to diagnose and solve application, user and customer issues
- Streamlined support processes for improved end-user experience and reduced resolution times.
- Provided on call support/standby for VAS L1 team to prevent impact to business.
- Used SAP ERP, SAP Hybris, Moats, SAP CRM,Ozark to track, maintain and update Makro tickets.
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Provided comprehensive training for Merchants (VAS L1 teams and MM stores) to ensure smooth adoption of new products and features.
- Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
- Understanding telecommunication systems and Working with cross- functional teams
- Analyze all types of logs (POS, Switch, Esocket, etc.)
- Manage Service Level Agreement in accordance.
- Maintaining record reports and Manual reports
- Ensure that all new Bill issuers is listed with vendors
- Daily, Weekly and Monthly Systems Uptime monitoring
- Provide progress updates to senior managers and Perform root cause analysis
- Plan and execute strategies and configuration changes to ensure optimal quality assurance for all applications
- Documenting business SOP’s
- People Management – Acting Team lead (VAS Team)
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
VAS Service Desk Analyst
Massmart Holdings
07.2019 - 04.2022
- Managed approximately +-30 incoming calls, high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Served as the primary point of contact for all VAS-related queries within the organization, directing users to appropriate resources when necessary.
- Provides customer sensitive and responsive support, fault resolution and advice service to both Massmart Chain Stores as well as Consumers purchasing the VAS product offering.
- Assistance on special projects and any other reasonable operational tasks as required
- Reporting (loading new stores on the system).
- Compiling reports and loading bill issuer with vendors
- Training stores on new products.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Provided after-hours support as needed to minimize business impact during downtime events.
Broker Assistant
Infinity Wealth
06.2018 - 12.2018
- Facilitated seamless transition of accounts during broker changes by effectively coordinating with both internal teams and clients.
- Processed and verified all new account applications and documents.
- Cold calling new clients to make appointments for the brokers of Infinity Wealth or specified by directors.
- Planner diary management in terms of logistics and travel time.
- Ensure 1st meetings are attended and follow up with the planner.
- Organized securities sales and purchases on behalf of customers and companies.
- Input transfer data into system and manually updated accounting and certificate records.
- Improved efficiency by preparing detailed reports on client portfolios, enabling brokers to make better-informed decisions.
- Meet with the Planners / GM/ CEO once a week to provide feedback, suggestions, concerns or ideas regarding any of the above tasks
Service Desk Coordinator
Dimension Data Campus -The Gabba
03.2017 - 09.2017
- To effectively and efficiently manage the service desk that is presented at the core of all functions
- The critical areas are to manage, receive and close calls within required times or Service Level Agreement’s (SLA) in accordance to incident and problem management process and to ensure effective utilization of resources.
- Schedule Engineers for Deployments and update online schedule.
- Do follow up of All Pending and Escalation calls, with Engineers/Customers and 3rd Parties
- Communication and Feedback to Clients.
- Liaise with Stores to ensure that the required Kit has been sourced/ and communicate that to the Engineer/s.
- Collaborated with other departments to address recurring issues, reducing overall ticket volume.
- Contributed to maintaining high customer retention rates through exceptional service delivery.
- Participated in internal audits to ensure compliance with relevant regulations and industry standards.
- Cultivated a positive work environment that fostered collaboration among team members, leading to enhanced individual performance metrics.
- Raise contractual issues with the contracts team
- Coordination of Monthly Standby Schedules
Customer Support Engineer
Dimension Data Campus -The Gabba
06.2015 - 02.2017
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Make outbound calls when required and ensure that the users requests are identified solutions are implemented
- Dealing with all Accounts within the GSC / ITO afterhours
- Remote assistance
- Escalating calls to Standby Engineers
- Troubleshooting and problem solving on user’s PC’s. e.g. Logon access troubleshooting
- User Account Administration
- Desktop support when needed for both internal and external customers
- SAP queries, AD users & computers management
- Use of CRM and or ERP system to assist external client
Call Manager
Dimension Data
09.2011 - 06.2015
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed scheduling and shift assignments, optimizing coverage during peak calling periods.
- Managed high call volumes with consistent professionalism, ensuring timely assistance to callers.
- Increased first-call resolution rates through ongoing coaching and skill development of team members.
- Maintained strong knowledge of company products and services, enabling prompt resolution of customer inquiries.
- Responsible to clear the call, record all and any updates and ensures that the customer is satisfied with the service. Provide high level diagnostics
- Maintain an awareness of incidents and requests that are cleared but not closed.
- Escalation of these to management where necessary Escalate internally when resolver groups/people are not available to attend to allocated requests
- Daily follow-up on calls that have an afterhours entitlement
- Ensure that that calls are logged and assigned correctly and the RMC’s (Call Coordinators) respond within the required OLA/SLA’s
- Ensure clients are informed of process requirements when logging service requests and manage expectations of service delivery
- Proactively track the service request SLA’s as per set procedure and carry out necessary steps to prevent the request from breaching
- Responsible for daily age analysis reporting to support groups for outstanding requests that require action and feedback on Excel
- Identify any data integrity challenges and report findings to the relevant Managers
- Building relationships with the Line of Business and users to ensure that all calls are handled professionally and within the specified time lines
Call Tracker /Call Taker
Dimension Data
01.2010 - 09.2011
- Collaborated with team members to develop more efficient tracking methods, resulting in increased productivity.
- Evaluated new technologies to remain current on industry trends and provide cutting-edge solutions for clients'' needs.
- Implemented quality control measures to ensure the highest level of accuracy in all aspects of tracking work performed.
- Served as an internal consultant providing guidance and support related to various tracker initiatives throughout other areas within the organization.
- Daily follow-up on calls that have an afterhours entitlement
- The Call Tracker forms a backup for call takers and should be able to perform in that role
- Ensure that all requests are accurately logged in ITSM. Where discrepancies are noted in ITSM, these should be rectified
Education
Diploma in Business Management - Business Management
Credo College
Pretoria, South Africa 06.2002 - 07.2003
Skills
Customer support
Incident management
ITIL framework
Problem-solving
Time management
Multitasking
Excellent communication
Organizational skills
Analytical thinking
Professionalism
Reliability
Teamwork and collaboration
Client relations
Interpersonal skills
Written communication
Zoom & Teams Communication
Skills
- Microsoft Office (Word, Excel, PowerPoint)
- SAP (CRM), BackOffice/Hybris, Moats, SAP ERP
- Zoom & Teams Communication
- Problem-solving attitude.
- Excellent communication skills.
- Incident, Problem and Change management
- Teamwork and leadership skills.
- Communication and Report writing
- Scheduling
- Training
Timeline
VAS /Application Support Analyst
Massmart Holdings
05.2022 - Current
VAS Service Desk Analyst
Massmart Holdings
07.2019 - 04.2022
Broker Assistant
Infinity Wealth
06.2018 - 12.2018
Service Desk Coordinator
Dimension Data Campus -The Gabba
03.2017 - 09.2017
Customer Support Engineer
Dimension Data Campus -The Gabba
06.2015 - 02.2017
Call Manager
Dimension Data
09.2011 - 06.2015
Call Tracker /Call Taker
Dimension Data
01.2010 - 09.2011
Diploma in Business Management - Business Management
Credo College
06.2002 - 07.2003
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