Charmain Nkhankweni Nkosi
Business Analyst
Johannesburg,GP
Summary
Proven ERP Support Consultant at IOCO Solutions, adept in remote technical support and fostering team collaboration. Enhanced customer satisfaction and team productivity through continuous improvement and effective problem-solving. Skilled in ERP system migration and administration, demonstrating empathy and technical expertise to drive positive outcomes.
Overview
26
26
years of professional experience
Work History
ERP Support Consultant
IOCO Solutions
05.2019 - 07.2024
- ERP Systems supported - Infor LN & NetSuite
- Walked individuals through basic troubleshooting tasks.
- Mentored junior consultants in best practices for providing exceptional customer service and technical expertise.
- Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations.
- Provided remote assistance for off-site clients through various platforms including telephone, email, chat, or screen-sharing tools as needed.
- Escalated critical incidents to higher-level support personnel when necessary for prompt resolution while maintaining clear communication lines with affected stakeholders throughout the process.
- Enhanced customer satisfaction by addressing and resolving technical issues effectively.
- Conducted regular performance reviews and provided constructive feedback, fostering professional growth among team members.
- Collaborated with cross-functional teams to address complex client concerns and provide comprehensive solutions.
- Coached employees through day-to-day work and complex problems.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Monitored employee and customer interactions to assess quality of service.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Involved in data retrieving in preparation for migrating to a new ERP system
- Managed Accounting periods closure & re-opening when required
- Created user accounts and assigned permissions.
- System maintenance/administration- setting up of new Subsidiaries, GL bank accounts, Inter-company accounts set-up, DOA maintenance
- Functional support across various modules
Debtors Team Leader
IOCO Solutions
01.2008 - 04.2019
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Assisted in recruitment to build team of top performers.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
Billing/Finance Administrator
IOCO Solutions
04.1998 - 12.2007
- Ensured timely payment of vendor invoices, maintaining strong relationships with suppliers and partners.
- Supported month-end close processes
- Completed clerical and data entry tasks to optimize financial procedures.
- Managed and resolving expense tracking issues between the Expense Claim system and the financial system (Integration)
- Customers billings and suppliers invoices capturing through out the month
- Maintain monthly Software sales and cost accruals
Education
No Degree - Administration
Keyboards College
Johannesburg, South Africa 04.2001 -
Skills
Empathy and patience
Training and coaching
Problem-Solving
Teamwork and Collaboration
Customer service understanding
Continuous Improvement
Remote Technical Support
Problem-solving abilities
Friendly and Patient
Team Collaboration
Timeline
ERP Support Consultant
IOCO Solutions
05.2019 - 07.2024
Debtors Team Leader
IOCO Solutions
01.2008 - 04.2019
No Degree - Administration
Keyboards College
04.2001 -
Billing/Finance Administrator
IOCO Solutions
04.1998 - 12.2007
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