Charlize Riley

Feb 2023 to Dec 2024 · 1 yr 11 mos

As General Manager, I held a multifaceted role focused on driving the company’s success and growth. My responsibilities included overseeing project management, planning, and tracking new projects to ensure on-time delivery while meeting customer requirements. Effective communication between teams and clients was critical, enabling us to meet strict deadlines. I allocated resources strategically and provided guidance to ensure optimal performance.

I was accountable for implementing marketing strategies to maintain market relevance and boost sales. Ensuring compliance with labor legislation and health and safety standards was a priority, contributing to a positive and productive working environment. Additionally, I played a key role in strategic planning, identifying new revenue streams to drive business growth.

Day-to-day operations fell under my purview, where I ensured that employees remained aligned with the company’s mission and objectives. I spearheaded initiatives to increase revenue and reduce operating costs while maintaining high product quality and exceptional customer support.

In leading the Interoperability Testing department, I managed daily activities, facilitated customer and vendor feedback, and improved operational systems to enhance customer service. I was also responsible for administering monthly service invoicing functions efficiently.

Lastly, I strengthened the company’s product strategy and commercial framework, refining pricing models and emphasizing the features and benefits of our services and solutions.

As a Service Delivery Manager, I was responsible for managing and strengthening customer relationships. This included coordinating regular status meetings and maintaining daily communication to address customer needs and concerns. I ensured customer feedback was effectively communicated and issues were promptly resolved, all while adhering to service level agreements. By documenting customer interactions and updates using internal tracking tools, I stayed informed on developments and maintained accurate records.

I served as the primary point of contact between customers and internal teams, managing project communication and deadlines to ensure seamless collaboration. My responsibilities also included overseeing monthly service invoicing and preparing commercial agreements. I actively engaged in upselling and cross-selling services to existing clients and managed the pipeline for new business opportunities.

I developed and delivered compelling PowerPoint presentations and proposals to potential clients, highlighting the value and benefits of our solutions. Collaborating with the team, I contributed to refining the product strategy and commercial framework, focusing on competitive pricing, features, and benefits.

In addition, I led public relations and marketing initiatives to maintain a positive brand reputation. This included managing online and offline campaigns such as press releases, website updates, and email marketing efforts to enhance visibility and engagement.

In the Core department, I managed a wide array of responsibilities. I acted as a backup administrator for third-party email systems and served as the primary liaison for third-party interactions. My duties extended to call logging administration, core operations management, procurement, finance, stock control, and providing HR support.

In addition, I took on roles such as Maintenance Manager, Project Manager, and Support Service Delivery Manager. I was accountable for Vibe configuration and Wiki administration, as well as overseeing core networks administration and migrations. I prepared and delivered monthly executive committee reports and presentations, ensuring stakeholders were informed of key updates and progress.

I also managed product rollouts, coordinated the setup of vendor agreements and contracts, and played a central role in overseeing the entire core networks infrastructure. This comprehensive scope of responsibilities allowed me to ensure efficient operations and support the department’s objectives.

As a Project Coordinator, I managed a variety of responsibilities to ensure smooth project execution. These included assisting with support help desk tickets, organizing and filing documents, coordinating technician stock orders, and scheduling equipment setups and installations. I also performed data capturing and porting using CRDB, tracked activities using advanced Excel tools, and documented meeting minutes.

My role encompassed end-to-end project management, hosted PBX programming, creating ADSL and PPPoE accounts, and configuring VOIP SIP accounts. I was responsible for managing company voice recordings, setting up Vibe configurations, and participating in project kick-off meetings.

In addition, I provided support to the sales team by preparing quotes and setting up LTE SIM cards on RSAWEB. I assisted the finance team with data usage analysis and TMS reports. I also handled the setup of Call Cabinet recordings, Queue Metrics, and iSymphony systems for clients, ensuring seamless implementation and customer satisfaction.

At DBS Technology, I was responsible for a wide range of administrative tasks. These included managing office stationery and refreshments, answering incoming calls, and organizing itemized billing. I coordinated service book-ins for company vehicles and assisted with help desk tickets. My duties also involved filing, managing technician stock orders, data capturing, and maintaining updated Excel spreadsheets. I processed Pastel GRVs and generated invoices using Pastel.

I followed up on repairs, booked them as needed, and requested quotes from suppliers. Additionally, I organized company events and managed company cellphone contracts. I took meeting minutes, scheduled staff meetings, and arranged loan laptops for clients. My role extended to handling client backups, managing AVG licenses, coordinating courier services, and overseeing the printing of client business cards, flyers, and brochures.

I also booked travel arrangements and worked on projects such as overseeing Inscape Education Group’s cleaning and uploading curriculum onto student laptops. These responsibilities required attention to detail and effective organizational skills to ensure smooth operations.

My first "real" job gave me the opportunity to take on a variety of responsibilities. These included answering incoming calls, requesting quotes from suppliers, and supporting sales activities such as assisting at The Mama Magic Expo and handling showroom sales on Saturdays. I invested time in studying product details to build my knowledge and trained new staff members to ensure smooth operations.

Additionally, I managed travel arrangements, prepared and issued invoices using QuickBooks, and ensured their timely submission to clients. I was also responsible for coordinating all incoming and outgoing items via courier services, maintaining efficiency and accuracy in logistics.