Cherise Fella
Operations Support Admin Supervisor & Social Media Manager
Glen Marais, Kempton Park
Summary
With over 18 years of professional experience, I was a methodical, detail-oriented Service Support Admin Supervisor known for my expertise in CRM/ECC systems and my ability to support, develop, and motivate teams. I drove continuous improvement through strong leadership, effective communication, and a hands-on approach to operational performance. Building on my foundation in Customer Service Operations and team supervision, I have since transitioned into digital entrepreneurship as a Social Media Manager and founder of TriVibes Social. I now use the same strategic, analytical, and systems-driven mindset from my operations career to help brands and influencers build stronger online identities, improve engagement, and communicate with clarity and consistency across platforms. My background has equipped me with a results-focused approach, from meeting KPIs and implementing efficient processes to adapting quickly in fast changing environments. Whether in operations or digital media, my success has always been rooted in rapid communication, innovation, and the ability to optimize systems to support growth. I continue to embody the professional motto: “Make it your business to know the business.”
Overview
19
19
years of professional experience
Work History
Social Media Manager
Self Employed Services
Kempton Park, Gauteng
03.2025 - Current
- Manage social media accounts for small businesses, startups and influencers, creating content that aligns with each client’s brand identity.
- Develop and execute digital strategies to increase engagement, reach and online visibility.
- Plan, create and schedule content across multiple platforms including Facebook, Instagram and TikTok.
- Handle community management by responding to messages, comments and inquiries to strengthen brand relationships.
- Create reels, videos, graphics and written content tailored to each client’s audience.
- Track and analyze performance using insights and analytics to optimize content and improve results.
- Manage client onboarding, communication, expectations and monthly reporting.
- Maintain a consistent, high-quality brand presence for each client through effective layout, tone, visual identity and storytelling.
Operations Support Admin Supervisor
Barloworld Equipment
Johannesburg
3 2020 - 02.2025
- Supervised the Operations Support Admin team with six direct reports and four indirect reports across regional depots.
- Led the team to meet daily KPIs and performance targets.
- Identified, investigated and analyzed business processes, procedures and work practices, supported by monthly audits.
- Strategically planned shift schedules, processed leave requests and optimized labour costs and productivity.
- Tracked employee productivity, performance and task completion using balanced scorecards to ensure high quality standards.
- Updated and maintained company data, accounts, reports and operational records.
- Ensured the timely completion of operational projects and workflow activities.
- Facilitated weekly staff meetings to address challenges, provide updates and align with organizational objectives.
- Provided hands-on assistance during peak workload periods to support team efficiency.
- Improved office operations by digitalizing client correspondence, record tracking and internal communication processes.
Group Superuser L3
Barloworld Equipment
Johannesburg
03.2017 - 02.2020
- As a Group Superuser (L3) in Isando CoE, I was resolving any SAP ECC/CRM issues that arose from the regions from SA & RoA (Rest of Africa), via calls
- My scope of work also included org data maintenance and loading/maintaining sell & breakeven rates and fixing jobs in the GUI
- I worked closely with the appointed SAP consultants, and deployed functional solutions, and implemented system test plans and created various new solutions with them, which ensured acceptable quality and integrity of the system
- My main specialty was MM, SD Parts and CS modules
- I also oversaw all end users at the CSA & MARC sites
- During my time in Middelburg I was extensively involved in BBS, and I am bronze certified
- I have been involved with numerous RIE's, and championed a project.
Superuser L2
Barloworld Equipment
Johannesburg
11.2009 - 03.2017
- As a Superuser L2, my roles included transfers & reversals, troubleshooting jobs, assisting with WIP control and ensuring that jobs are billed correctly
- Implemented and created training documentation and conducted formal quarterly training sessions
- Trained and mentored employees to maximize team performance.
- Built and maintained courteous and effective working relationships.
- Managed complaints with calm, clear communication and problem-solving.
Customer Service Administrator
Barloworld Equipment
Johannesburg
10.2008 - 11.2009
- As an L1 Service Administrator I was responsible for capturing labour daily, WIP control, costing & billing the jobs accurately, keeping track of allocated costs per job and supplying purchase orders to suppliers
- Mentored junior team members on methods on industry best practices for outstanding service and retention.
- Coached staff on operating procedures to maintain quality services.
- Managed department expenses to stay within allocated budget.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Managed all client inquires through resolution to enhance customer satisfaction ratings.
- Communicated regularly with team members to maintain clearly defined expectations.
SAP ECC Training Administrator
Barloworld Equipment
Johannesburg
01.2007 - 03.2008
- As the SAP ECC training administrator I was responsible for creating training material for all modules, including FICO, MM, SD Parts, CS, QM & HRM
- I had to ensure accuracy and that training material was uploaded to Moodle by the given deadlines as we were preparing for different go-live dates for territories
- This gave me a lot of exposure to all aspects of SAP and business which I believe gave me the added advantage later in the year when I was employed as an L1 Service Administrator in business
- Was also tasked with resolving issues relating to our old call logging system HEAT, and had to report to divisional Manager on a weekly basis with regards to training progress via Gantt charts
- Developed long-term training strategies for new and existing employees across multiple departments.
- Provided additional materials to enhance training.
- Documented participant attendance, engagement and progress.
- Delivered training programs within allocated timeframes.
- Wrote thorough training manuals to reflect business needs.
- Monitored industry changes and adapted training to reflect trends and updates.
Education
Ekhurhuleni Springs College
Brandwag Hoërskool
Skills
Processes and procedures
Timeline
Social Media Manager
Self Employed Services
03.2025 - Current
Group Superuser L3
Barloworld Equipment
03.2017 - 02.2020
Superuser L2
Barloworld Equipment
11.2009 - 03.2017
Customer Service Administrator
Barloworld Equipment
10.2008 - 11.2009
SAP ECC Training Administrator
Barloworld Equipment
01.2007 - 03.2008
Ekhurhuleni Springs College
Brandwag Hoërskool
Operations Support Admin Supervisor
Barloworld Equipment
3 2020 - 02.2025