Elizabeth Ntholi
Vanderbijlpark
Summary
Results-oriented ROC Supervisor at Dark Fibre Africa with expertise in incident management and performance monitoring. Proven ability to enhance customer service and drive process improvements while ensuring compliance with SOPs. Skilled in team training and development, fostering collaboration to achieve high-quality service delivery. Strong leadership and problem-solving skills demonstrated through successful team management and operational oversight.
Overview
14
14
years of professional experience
Work History
ROC Supervisor
Dark Fibre Africa
11.2023 - Current
- Managed contractor incident response following ITIL guidelines and principles.
- Collaborated with other departments to coordinate workflow processes between teams.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Developed strategies to improve team performance and productivity.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Oversaw daily maintenance processes to ensure operational efficiency.
- Reported on effective NOC processes, facilitating regional improvements.
- Tracked communication compliance with SOP for all active faults.
- Identified training needs for contractor teams based on quality checks.
- Monitored adherence to SLA for all area breaks within four hours.
- Ensured strong relationships between contractor partners and NOC during incidents.
- Provided feedback and enforced performance standards across contractor teams.
FTTH Customer Care Team Leader
Metrofibre Networx
11.2021 - 08.2023
- Managed First Tier escalations, ensuring prompt action on inquiries within prescribed SLAs.
- Monitored and analyzed team performance to identify improvement opportunities.
- Trained, coached, and mentored team members to enhance overall effectiveness.
- Conducted timely performance management through both informal and formal methods.
- Reviewed staff performance via quarterly KPIs to identify training needs and plan sessions.
- Ensured delivery of high service standards for customer satisfaction.
- Handled Tier 2 escalations, addressing customer complaints and inquiries efficiently.
- Prepared weekly and monthly reports on team operations and performance.
Administrator
Anova Health Institute
04.2019 - 10.2021
- Provided comprehensive project office support to Programme Manager and Office Manager.
- Implemented and maintained filing system for all office records.
- Managed assets register, including fleet management and office supplies inventory.
- Procured and allocated stationery and office materials efficiently.
- Processed petty cash reconciliations and petrol vouchers for Office Manager.
- Coordinated project meetings, including scheduling and resource allocation.
- Consolidated attendance registers and agendas for all meetings with catering requirements.
- Performed data entry tasks, maintaining accuracy in databases and documents.
Client Care Representative
Sanlam
11.2011 - 03.2019
- Managed client service inquiries, including funeral and pension interest claims.
- Recorded and tracked leads to enhance business development efforts.
- Administered documentation for various claims, ensuring compliance and accuracy.
- Conducted internal audits and maintained documentation for regulatory requirements.
- Oversaw inventory register management to ensure accurate tracking of resources.
- Ensured adherence to OHS checklists for workplace safety compliance.
- Provided exemplary client care services, addressing queries related to employee benefits and trusts.
- Executed office administration tasks to support efficient operations.
Financial Advisor
Sanlam
01.2011 - 09.2012
- Conducted needs analysis to identify potential client opportunities.
- Prospected new clients to expand customer base and revenue streams.
- Drafted wills for clients, ensuring compliance with legal standards.
- Monitored premiums to assess competitiveness and market trends.
- Provided comprehensive client services to enhance satisfaction and retention.
- Authored new business proposals to secure contracts and partnerships.
Education
Some College (No Degree) - ITIL 4 Certificate-IT Service Management
People Cert
Gauteng, South Africa10-2024
Some College (No Degree) - End-User Computing
Bytes People Solution
Gauteng, South Africa07-2017
Some College (No Degree) - Office Administration
HavaTech
Gauteng, South Africa03-2008
Some College (No Degree) - Introductory Business Studies
Sedibeng FET College
Gauteng, South Africa07-2007
High School Diploma -
Zakariyya Park Combined School
Gauteng, South Africa03-2006
Some College (No Degree) - New Manager Orientation Course
Milpark
Gauteng, South AfricaSkills
- Incident management and escalation
- Performance monitoring and reporting
- Team leadership and collaboration
- Training development and coaching
- Communication skills and relationship building
- Data analysis and process improvement
- Problem solving and adaptability
- SOP adherence and safety protocols
- Customer service excellence
- Attention to detail and multitasking
References
Mr. Linus Cornelius (Dark Fibre Africa)
Network Area Manager
072 895 5699
Mr. Chris Erasmus (Dark Fibre Africa)
Network Area Manager
083 601 2113
Mrs. Hlengiwe Mnisi (Dark Fibre Africa)
Supervisor NOC
064 677 5469
Mr. Mduduzi Nkosi (MetroFibre)
Human Resource Practioner
066 146 1506
Ms. Xoli Maseko (ANOVA)
Office Manager
010 001 8197 / 072 607 2284
Mr. Francis Sharples (Sanlam)
Head of First Line
011 332 2317 / 084 900 0997
Timeline
ROC Supervisor
Dark Fibre Africa
11.2023 - Current
FTTH Customer Care Team Leader
Metrofibre Networx
11.2021 - 08.2023
Administrator
Anova Health Institute
04.2019 - 10.2021
Client Care Representative
Sanlam
11.2011 - 03.2019
Financial Advisor
Sanlam
01.2011 - 09.2012
Some College (No Degree) - ITIL 4 Certificate-IT Service Management
People Cert
Some College (No Degree) - End-User Computing
Bytes People Solution
Some College (No Degree) - Office Administration
HavaTech
Some College (No Degree) - Introductory Business Studies
Sedibeng FET College
High School Diploma -
Zakariyya Park Combined School
Some College (No Degree) - New Manager Orientation Course
Milpark
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