Daisy Thembisile Maseko
Resource Planner
Johannesburg
Summary
Aspiring Business Intelligence Analyst with a strong foundation in SQL, data querying, and reporting. Certified in Introduction to SQL and Querying Data with Transact-SQL, with hands-on experience in Excel for reporting. Adept at problem-solving and translating raw data into meaningful insights to support business decision-making. Passionate about learning BI tools like Power BI and Tableau to enhance data visualization and analytics. I am eager to apply analytical skills in a data-driven environment and contribute to organizational success.
Overview
15
15
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Resource Planner
First National Bank
01.2024 - Current
- Maximizing agent utilization and aligning staffing with service level goals
- Implementing operational strategies to enhance cost-effectiveness and customer experience
- Ensuring compliance with governance, legislative, and audit requirements
- Providing efficient administration through careful planning, reporting, and updates
- Analyzing and addressing service level gaps through root cause analysis
- Driving performance, skills development, and team culture to foster innovation
- Educating Team Leaders on Workforce Management System best practices
Real Time Administrator
First National Bank
04.2022 - 12.2023
- Generate ad hoc and compliance reports
- Administer and capture exception codes for schedules
- Escalate system issues as per procedure
- Investigate and process adherence-related faults
- Monitor and track real-time schedule adherence
- Identify and report schedule deviations to ensure compliance
- Validate deviations before updating systems
- Continuously assess performance, seek feedback, and request training as needed
Real Time Analyst
Santam
06.2021 - 03.2022
- Monitor service levels, volume, handling time, shrinkage, occupancy, and productivity
- Track and analyze real-time variances in key performance indicators (KPIs) and forecasts
- Identify and report schedule non-adherence to ensure compliance
- Administer and validate exception codes before updating systems
- Generate analysis and compliance reports
- Escalate system issues as per procedure
- Manage off-phone time to optimize operations while maintaining necessary activities
- Support workload management within the team to meet SLAs and target
WFM Scheduling & Reporting Administrator
Edcon Financial Services
06.2015 - 08.2020
- Update Workforce Management & Data Bases as Changes Occur
- Administer and track Workforce Management (WFM) updates in real time
- Maintain and prepare daily, weekly, and monthly reports
- Monitor real-time adherence and maintain staff confidential reports
- Identify and analyze variances in key performance indicators (KPIs) and forecasts
- Generate compliance and analysis reports
- Compile monthly performance reports and schedule forecasts
- Reason for leaving: Retrenched
Debt Collector - Promotion Collections Team Leader
Edcon Financial Services
10.2009 - 06.2015
- Debt Collector:
- Contact debtors to collect overdue payments
- Handle incoming calls, resolve queries, and arrange payment plans
- Manage and follow up on outstanding accounts to meet monthly targets
- Work on assigned collection campaigns
- Communicate with debtors via phone and email
- Maintain accurate daily administrative records
- Collections Team Leader:
- Coach and manage the team to maintain service quality and performance
- Monitor and address out-of-line situations immediately
- Ensure compliance with HR policies and procedures
- Conduct team briefings and communicate key business updates
- Oversee timekeeping and approve timesheets weekly
- Reason for leaving: Retrenched
Education
Advanced Diploma in Business Analysis - Advance Diploma in Business Analysis
MANCOSA
Johannesburg, South Africa 05.2025 -
Higher National Diploma - Diploma in Information Technology
PC Training & Business College
Grade 12 - Mathematics & Physical Science
Methula High School
Skills
SQL & Database Management Data Analysis & Reporting Data Visualization Problem-Solving & Critical Thinking Data Interpretation Data Cleaning & Transformation Business Process Understanding Attention to Detail Communication & Reporting
References
- Edcon Financial Services, Mr. Musa Motautona, Business Delivery Manager, 076 044 1044
- Santam, Mr. Thembelani Sibisi, MIS & RTA Manager, 072 831 9037
- First National Bank, Mr. Siyabonga Motha, Customer Service Center Head, 071 383 8713
Certification
Introduction to SQL Databases
Personal Information
- Ethnicity: African
- Health Status: Excellent
- Criminal Record: None
- Date of birth: 08/18/90
- Gender: Female
- Nationality: South African
- Marital status: Single
Timeline
Advanced Diploma in Business Analysis - Advance Diploma in Business Analysis
MANCOSA
05.2025 -
Resource Planner
First National Bank
01.2024 - Current
Real Time Administrator
First National Bank
04.2022 - 12.2023
Real Time Analyst
Santam
06.2021 - 03.2022
WFM Scheduling & Reporting Administrator
Edcon Financial Services
06.2015 - 08.2020
Debt Collector - Promotion Collections Team Leader
Edcon Financial Services
10.2009 - 06.2015
Higher National Diploma - Diploma in Information Technology
PC Training & Business College
Grade 12 - Mathematics & Physical Science
Methula High School
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