Henry Cooke
Senior Support Specialist
Kempton Park
Summary
Results-driven and versatile senior executive with a deep understanding of government affairs, operations, and personnel management. Proven track record of seamlessly transitioning into various roles and delivering immediate positive impact. Committed to optimizing organizational efficiency and fostering employee motivation to drive market dominance.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
SENIOR EXECUTIVE SUPPORT SPECIALIST
CITY OF TSHWANE
Pretoria
03.2021 - Current
- Providing strategic and operational management support to the Executive Management
- Ensuring that performance indicators are identified and aligned to strategic objectives of the organization
- Monitoring the implementation of the executive commitments to ensure compliance with relevant legislation
- Providing extensive financial support inline with MFMA and other legislation
- Managing the interface for the respective departments, and communicating with various national and provincial government departments
- Ensuring the facilitation and implementation of special outreach programs aimed at enhancing communities in line with the Integrated municipal plan (IDP)
- Liaising with key internal and external while managing positive relations
- Researching current affairs and keeping abreast with trends, theories, and practices within the field of service delivery to ensure that communities are receiving value for money services
- Compiling evidence files in line with performance agreements and other commitments
- Advising on the department's business and strategic plans and associated short- and long-term performance and service delivery plans, and supervising the staff within the section
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
SENIOR MANAGER - ACTING
CITY OF EKURHULENI
Gauteng
02.2015 - 02.2021
- Operational, Financial, Risk, Asset, Project, Audit management, Target setting, Performance, and Development Management
- Strategic planning and execution
- Supply chain management practices in line municipal and other legislation
- Managing all business processes in line with policies, laws, regulations, set standards, and Batho Pele principles
- Providing leadership to manage a functional unit within a division that is accountable for the delivery of set objectives, which includes municipal services within specified periods, and costs
- Managing the daily escalation of urgent and overdue queries from all internal and external stakeholders
- Providing extensive administrative support, which also includes daily, weekly and monthly reporting
- Overseeing basic human resource and labour relations functions in the section
- Managing social media platforms to ensure that communities are informed regarding all relevant information
- Research projects in terms of current and future interventions to ensure that the department's objectives are met through public participation and other pieces of legislation
- Managing a division with 237 employees in the Customer Relations Department
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
SENIOR ADMINISTRATION OFFICER
CITY OF EKURHULENI
Gauteng
11.2011 - 01.2015
- Administration and financial functions
- Handling of all circulation services
- Registering of members, renewals, and cancellation of membership
- Providing community information in regards to all activities around the City of Ekurhuleni
- Identifying and repairing damaged media
- Handling of requests for reservation of media
- Assisting with community projects to promote development
- Ordering of supplies for the section
- Client query resolution, filling, and other admin-related duties
- Data capturing and archiving of personal files
- Assisting with displays and events for the Section related community development
- Adhering to Batho Pele Principles at all times
- Improved communication between departments through the establishment of cross-functional teams and regular meetings.
- Streamlined administrative processes by implementing new software and organizational systems.
- Enhanced team efficiency by developing and maintaining comprehensive training materials for new hires.
- Reduced operational costs with thorough budget analysis and strategic resource allocation.
- Liaised with staff to manage information, develop systems and compile reports using data to identify trends and take action to enhance performance.
- Partnered with HR to implement and monitor policies and procedures and recommend changes.
- Delivered advice and policy guidance relating to provisional project management and business analysis.
- Represented company at internal and external forums and committees for effective corporate communication and collaboration.
- Developed and implemented business administration systems, databases and recording systems to support operational delivery.
- Provided continuous quality review and spearheaded procedures and processes for program improvement.
- Cooperated with health and safety policies and identified and controlled hazards for tasks, projects and activities.
- Developed and maintained productive relationships with internal and external stakeholders to support increased business.
- Managed staff development, underperformance issues and employee relations to adopt consistent, fair and objective decision-making.
- Supported CEO on financial management and acted as first point of contact for budget holders.
- Reported building and facility repairs, defects and security issues to contractors and monitored progress toward resolutions.
- Assisted in the recruitment process by reviewing resumes, conducting interviews, and providing recommendations for hiring decisions.
- Identified areas of improvement in existing policies; collaborated with stakeholders on updates leading to streamlined procedures.
- Provided executive support by managing schedules, arranging travel accommodations, and preparing meeting agendas.
- Facilitated interdepartmental collaboration through consistent communication channels resulting in enhanced project outcomes.
- Maintained accurate records for all staff members including performance evaluations, leave requests, and timesheets.
- Managed multiple high-priority projects simultaneously, ensuring timely completion within budget constraints.
ADMINISTRATION OFFICER/CASHIER
City of Ekurhuleni
Gauteng
03.2010 - 10.2011
- Receiving money for the various municipal services
- Best resolution advice to customers and members of the community
- Ensuring cheques are verified before processing payments
- Pre-balancing, balancing, and banking
- Compilation of weekly and monthly reports
- Arrangements for the reconnection of electricity
- Account queries on all basic services offered by the municipality and ensuring Batho Pele principles are adhered to at all times
- Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Managed complex scheduling tasks, ensuring that deadlines were met consistently.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
SERVICE CONSULTANT
VIRGIN MOBILE - (UK)
Gauteng
01.2009 - 02.2010
- Helping clients with queries regarding the placing of orders and delivery
- Registering of credit Cards and debit cards on the system
- Ensuring the first-line resolution is maintained at all times
- Assisting with the administration involved in the booking of all faulty handsets (phones)
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
SERVICE CONSULTANT AND TEAM LEADER
ABSA BANK LIMITED
Gauteng
05.2006 - 12.2008
- Resolving customer queries, complaints, and advising customers on security measures
- Financial administration
- Protecting sensitive and personal data as well as record keeping
- Planning of shift rosters to ensure business processes are maintained
- Ensuring that targets are met
- Assisting in developing training materials for agents
- Issuing of tracking numbers/references
- Stopping of all debit and credit cards due to fraud, theft, and being reported as lost
- Adhering to Absa bank policies at all times
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Efficiently managed multiple projects simultaneously while maintaining strict deadlines and quality standards.
- Documented payment details and personal information on customer accounts.
- Negotiated contracts with vendors to secure favorable terms on behalf of clients, delivering cost-effective solutions that met their specific requirements.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Master of Management Degree - Public Governance
University of Witwatersrand
Parktown Johanesburg 03.2021 - 12.2022
MFMA - Municipal Finance Management Program -
University of Pretoria
Pretoria 06.2024 - 11.2024
Economic and Development Policy - Executive Education
University of Witwatersrand
Parktown Johannesburg 06.2023 - 12.2023
Honours Degree in Public Administration -
Management College of Southern Africa (MANCOSA)
Johannesburg 12.2018 - 01.2019
Degree in Public Administration -
Management College of Southern Africa (MANCOSA)
Johannesburg 06.2017 - 12.2017
Local Government Management - 12 Month Programme
University of South Africa (UNISA)
Customer Relationship Management (CRM) - 6 Month Course
University of South Africa (UNISA)
Public Relations - 6 Month Course
University of South Africa (UNISA)
Grade 12 - NQF level 4
Stanwest Combined School
Skills
- Microsoft Office
- Project management
- Financial reporting
- Statistical reporting
- Numerical data analysis
- Problem analysis
- Budget control
- Expenditure control
Personal Information
Nationality: South African
Key Competencies And Skills
- Competent on all Microsoft Office programs.
- Project management.
- Creating financial and statistical reporting.
- Comfortable working with numerical data.
- Taking prompt, decisive, and corrective action to rectify any shortcomings.
- Financially astute with the ability to control budgets and expenditure.
- Analyzing problems by collecting data.
- Ability to spot issues and opportunities before others.
- Strong work ethic; self-starter; results orientated.
- Active team member with self-drive and motivation.
- Acting with the highest ethical standards and always treating others fairly & with respect.
Timeline
MFMA - Municipal Finance Management Program -
University of Pretoria
06.2024 - 11.2024
Economic and Development Policy - Executive Education
University of Witwatersrand
06.2023 - 12.2023
SENIOR EXECUTIVE SUPPORT SPECIALIST
CITY OF TSHWANE
03.2021 - Current
Master of Management Degree - Public Governance
University of Witwatersrand
03.2021 - 12.2022
Honours Degree in Public Administration -
Management College of Southern Africa (MANCOSA)
12.2018 - 01.2019
Degree in Public Administration -
Management College of Southern Africa (MANCOSA)
06.2017 - 12.2017
SENIOR MANAGER - ACTING
CITY OF EKURHULENI
02.2015 - 02.2021
SENIOR ADMINISTRATION OFFICER
CITY OF EKURHULENI
11.2011 - 01.2015
ADMINISTRATION OFFICER/CASHIER
City of Ekurhuleni
03.2010 - 10.2011
SERVICE CONSULTANT
VIRGIN MOBILE - (UK)
01.2009 - 02.2010
SERVICE CONSULTANT AND TEAM LEADER
ABSA BANK LIMITED
05.2006 - 12.2008
Local Government Management - 12 Month Programme
University of South Africa (UNISA)
Customer Relationship Management (CRM) - 6 Month Course
University of South Africa (UNISA)
Public Relations - 6 Month Course
University of South Africa (UNISA)
Grade 12 - NQF level 4
Stanwest Combined School
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