Summary
Overview
Work history
Education
Skills
Languages
Additional Information
AdministrativeAssistant
Fatima Joseph

Fatima Joseph

Cape Town,Western Cape

Summary

With a background in project management, data analysis and administration, I believe my skills and experience make me an ideal candidate. I have five years of experience working in technical administration roles. During this time, I have developed a wide range of administrative skills, from technical and geographical data entry and analysis to customer service and project management. My strengths lie in my ability to multitask efficiently, manage time effectively and problem solve quickly. Furthermore, I have excellent communication skills which allow me to work with both internal and external stakeholders. In addition, I can work autonomously or as part of a team depending on the situation's requirements.

Overview

16
16
years of professional experience

Work history

Fibre Planner and GIS Data Capturer

INANI INFRASTRUCTURE (PTY) LTD
Bellville, Western Cape
10.2021 - Current
  • Develops aerial and underground fibre route maps and executes tasks such as route analysis
  • Producing PON area network plans
  • Checking subsequent implementation of fibre builds for completeness and alignment with the Network Plan
  • Approach various municipalities and service providers for existing services
  • Liaise with internal and external teams and/or third parties
  • Submits weekly project status reports to the reporting managers
  • Follows engineering standards and work as per market engineering specifications
  • Assumes charge of fibre optic verification and all cable route mapping activities
  • Plan end-to-end fibre solutions and/or provide instructions to support staff and engineering contractors for the successful delivery of set plan
  • Complete projects in accordance with engineering specifications, planning requirements and delivered on time
  • Produce Splice diagrams, Review and update Asbuilt information if and when required
  • Prepare fibre cost estimates
  • Producing detailed industry-standard documentation of design
  • Undertaking site surveys in accordance with Standard safety guidelines
  • Identify any defects on our network plans, flag and suggest alternative routes
  • Designs and edit GIS data for numerous projects
  • Ensures alignment of data with company standards
  • Monitors and applies the best industry practices
  • Utilizes, ArcGIS Pro, or Google Earth , QGIS and Fonis in data visualization
  • Develops sustainable systems of collecting and managing data points
  • Delivers assistance and technical support to end-users


Data capturer / Administrator

DARK FIBRE AFRICA
03.2017 - 09.2021
  • Capturing approved plans , As Builts and All Additional works (Optical and Civil)
  • Ensuring that all infrastructure is captured within Dark Fibre Africa's specifications
  • Perform any other work-related duties assigned from management
  • Perform team administrative duties
  • Plan all team buildings
  • Purchasing of team supplies and gifts
  • Deliver reports
  • Assist in escalating unresolved issues
  • AD Hoc Tasks ranging from: Creating Quickbase Reports- Testing new data systems- Cleaning legacy data- Creating data project plans and outlines- Training New Civil- Data Capturers- Basic system troubleshooting

Device Monitoring agent

CAPITEC
08.2016 - 03.2017
  • Log all calls dealing with inbound and outbound device queries
  • Ensuring Events/Ticket are opened and auctioned
  • Timeously Ensuring device always receive the highest levels of service(Uptime)
  • Ensuring monitoring tools are effectively utilized
  • Assist in escalating unresolved issues
  • Ensuring continuous improvement in service quality
  • Identify Training needs (Branch and Agents)
  • Resolve Branch requests, queries, complaints, and objections
  • Achieve performance targets
  • Record Device information and deliver reports
  • Handle branch queries, maintaining good relationships
  • Dealing with Inbound Branch queries (email, telephonically) Taking ownership of queries and complaints from first contact to resolution
  • Provide support that leaves the branch happy and satisfied and devices in service
  • Respond to a targeted amount of telephone calls accurately and in a specified time frame, thereby meeting set service standards
  • Meet Branch' expectations by being knowledgeable, professional and courteous and thereby ensuring ‘one-contact' resolution

Junior Contact Centre Consultant

CLICKS GROUP
12.2015 - 07.2016
  • Update in-house management system
  • Handle client queries, maintaining good relationships
  • Dealing with Inbound Customer queries (email, telephonically) Takingownership for queries and complaints from first contact to resolution
  • Responding to customer queries and complaints using an appropriatecommunication method
  • Provide excellent customer support that leaves the consumer happy andsatisfied
  • Arrange forwarding as per client instruction
  • Ensuring Call Centre events are opened and auctioned timeously
  • Respond to targeted amount of telephone calls accurately and in a specifiedtime frame, thereby meeting set service standards
  • Meet Customers' expectations by being knowledgeable, professional, andcourteous and thereby ensuring ‘one-contact' resolution
  • Maintaining the Clubcard database by means of accurately processinginformation on individual Clubcard and submitting weekly reports to the Team
  • Leader detailing the number of calls handled
  • Being the first point of call for customers in dealing with queries and therebybeing an integral link between the customer and the organization
  • To follow up on mail returned to the Customer Service Centre (to callcustomers, verify their details and return mail where applicable)

Technical Support Customer Service Representative

MWEB
01.2011 - 03.2015
  • Log all calls dealing with inbound customer queries
  • Ensuring Call Centre events are opened and auctioned Timorously
  • Ensuring customers always receive the highest levels of service
  • Ensuring monitoring tools are effectively utilized
  • Assist in escalating unresolved issues
  • Ensuring continuous improvement in service quality
  • Identify customer needs
  • Resolve customer requests, queries, complaints, and objections
  • Achieve performance targets
  • Record customer information
  • Deliver reports (where applicable)
  • Switchboard operations (when required)- Relaying outgoing, incoming, and interoffice calls- Call Screening- Assist customers and complete clerical tasks as needed- Using Broadworks application- Provide customers with basic questions (directions, emergency details,etc.)- Objection handling

Technical Agent

SPARK ATM SYSTEMS
12.2009 - 01.2011
  • Provide the links between the Sales, Technical, Support and AdministrationbOperations
  • Monitoring statuses of ATM online and proactively dealing with issues
  • Managing and Scheduling Preventative Maintenance visits
  • Monitoring and reporting on daily, weekly, and monthly Contacts Centre Activity
  • Log all calls on Call Centre Software (ATM manager) Attending daily Pending
  • Applications and Installations meetings
  • Assist with problematic sites and escalated issues
  • Ensuring continuous improvement in service quality
  • Ensuring Call Centre events are opened and actioned timeously
  • Ensuring Monitoring tools are effectively utilized
  • Dispatching ATMs and Signage to sites via overland freight
  • Managing technicians' daily activity
  • Scheduling technicians for new installation and service calls

Technical Agent

TELKOM, ADSL
12.2007 - 11.2009
  • SLA Manager - Service level agreement on ISDN, Wi-Fi, ADSL, and WiMAX platforms
  • Test and support VPN'S, Wireless Routers and on the ADSL network
  • Updating clients, technicians and operational managers and various departments on status of operations
  • Troubleshooting with clients to result in test and log for any defects
  • Perform needs analysis for customer specific solutions
  • Interaction between various entities such as service providers, network technicians & cables projects
  • Responsibilities include the Monitoring of Major Networks, for downtime and restoration
  • Provide documentation/guidelines for necessary new implementations
  • Provide training on new implementation to new trainees
  • To get relevant training on new systems and implementations within the ADSL industry

Education

Customized creating & Editing Data with ArcGIS Pro

Esri South Africa
Cape Town

Certified Fiber Optic Design Specialist (CFOS/D)

Triple Play (FOA)
Cape town

Principles of Project Management

On the ball college
Cape Town, Western Cape

Certified Fiber Optic Technician (CFOT)

Triple Play (FOA)
Cape Town

Skills

  • Project Management
  • Data organization
  • Technical Support
  • Data Analysis
  • Troubleshooting
  • Fibre Network planning
  • Geographical Information Systems

Languages

English
Native
Afrikaans
Intermediate

Additional Information

  • Google Workspace
  • ArcGIS Pro
  • Google Earth
  • Microsoft Office Suite
  • Microsoft Projects
  • OSP Insight
  • QuickBase
  • QGIS
  • AutoCAD
  • FONIS
  • Exfo Exchange
  • Smart Sheets

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Fatima Joseph