I’m always willing to learn new skills and I can juggle multiple responsibilities. I am familiar with a fast-phased environment and I have the abilities to work well with people at all levels of an organization.
Hi, I’m
Jacqueline Busisiwe Malatji
Account Controller
Summary
Overview
1
Language
12
years of professional experience
Work History
Altron Managed Solutions
Pep Account Controller
03.2020 - Current
Job overview
- Monitor and ensure adherence to nominated account SLAs
- Quality Management
- Part Escalations Ensure full ownership of driving your allocated account to achieving the require SLA targets (Escalate, drive, and own the SLA results - do not accept excuses for non-delivery nor use these excuses for justifications as to why you never achieved your set targets) Ensure that clients are given detailed concise feedback on their escalations and that regular updates are provided throughout the life cycle of the escalation (Updates to be provided against targets set) Escalation to be responded to within 15 min
- Ensure teamwork and collaboration with field operation and SAM
- Taking ownership and accountability of the entire account / customer (Call logging, Escalations/ Account control etc.)
- Ensure that the required Contractual SLA is achieved on your allocated account
- Ensure that SLA delivery results are checked and corrected with integrity and work order corrections are actioned in line with contract specifications
- Work order exclusions are valid
- Ensure that the employee familiarize themselves with the account plan, and SLA corrections are actioned in line with contract specifications and service exclusions are valid
- Retails Aged calls to be no more than 5 days' old
- Ensure abuse on service orders are identified, addressed, and corrected in accordance with the specific account plan
- Ensure B.I
- Calls are logged timeously
- Ensure PIR is raised for all service order abuse
- Keeping Manual correction to under 5% of overall SLA correction
- Adhere to ISO Requirements.
Altron Managed Solutions
Incident Management Agent
09.2017 - 03.2020
Job overview
- Dealing with +- 25 IT Engineers Assigning calls within 15min Ensuring all CL calls are updated with detailed comments
- Escalating parts when required
- Address/Prioritize calls in conjunction with Technicians
- Ensuring that calls are meet before SLA reach
- Handling client queries both telephonically and by email Assigning calls for Cash connect, FNB, ABSA, NEDBANK, Massmart and Pepkor accounts
- Attending all escalations with immediate effect and providing management with current updates Routing of 3rd party calls to appropriate departments Monitoring and taking ownership of all calls within my region Working overtime and standby when requested
Bytes Managed Solutions
Parts Control Representative
08.2015 - 08.2017
Job overview
- Checking stock on hand to correspond to minimum levels on the system
- Doing weekly and monthly stock checks Ordering and packing of equipment correctly and ensure stores environment is clean and neat
- Issuing of spares to technician's warehouses and job closures updates on the system Responsible for creditors documentation to be sent to HO weekly
- Following up on outstanding repairs with vendors Claiming warranty spares from HP and Lenovo Issuing Customer repair orders and shipping them to the rework centre
- Receiving customer repaired parts and informing the Technicians
- Following up on outstanding repairs with vendors
Bytes Managed Solutions
Parts Control Representative
08.2013 - 07.2015
Job overview
- Checking stock on hand to correspond to minimum levels on the system
- Responsible for stock over 5 million Responsible for Weekly and monthly stock checks Receiving and packing of equipment correctly and ensuring stores environment is clean and neat
- Issuing of spares to technician's warehouses and job closures updates on the system Filing of all invoices.
Bytes Managed Solutions
Learnership – Technical support
08.2012 - 07.2013
Job overview
- Attending calls with the Technicians, fixing the machines, and servicing the Customer equipment
- Assigning calls to technicians Updating the system and closure of resolved calls
- Assisting clients telephonically to obtain relevant forms through the government intranet
- Communicating with clients and technicians to determine if their call is resolved professionally
- Checking stock on hand to correspond to minimum levels on the system
- Responsible for monthly stock checks Ordering and packing of equipment correctly and ensuring stores environment is clean and neat
- Issuing of spares to technician's warehouses and job closures updates on the system Responsible for creditors documentation to be sent to HO weekly
- Following up on outstanding repairs with vendors
Education
Falcon High School
Grade 12
University Overview
Ekurhuleni West College
N4 National Certificate in Electrical Engineering Studies
University Overview
Intuition Computer College
Certificate in Microsoft office advised and Intro to Secretary
University Overview
Bytes People Solutions
National Certificate in Technical Support NQF Level4
University Overview
Skills
MS office( Excel, Word, Outlook)
SAP
Sage
D1
Astea
Sage
Bilingual
Writing and communication skills
Area Of Residence
Area Of Residence
BoksburgPersonal Information
Personal Information
- Available: Calendar month
- Ethnicity: African
- Date of Birth: 03/23/86
- Gender: Female
- Nationality: South Africa
- Driving License: Yes
Dependants
Dependants
1References
References
- Mr Kevin Naidoo, NCR Atleos, 0826147027, Kevin.naidoo@ncratleos.com
- Miss Rebecca Mogoane, NCR Atleos, 0844472444, Rebecca.mogoane@ncratleos.com
- Miss Neo Mokone, Beckers, 0762786061
Timeline
Pep Account Controller
Altron Managed Solutions
03.2020 - Current
Incident Management Agent
Altron Managed Solutions
09.2017 - 03.2020
Parts Control Representative
Bytes Managed Solutions
08.2015 - 08.2017
Parts Control Representative
Bytes Managed Solutions
08.2013 - 07.2015
Learnership – Technical support
Bytes Managed Solutions
08.2012 - 07.2013
Bytes People Solutions
National Certificate in Technical Support NQF Level4
04.2013
Intuition Computer College
Certificate in Microsoft office advised and Intro to Secretary
04.2008
Ekurhuleni West College
N4 National Certificate in Electrical Engineering Studies
04.2007
Falcon High School
Grade 12
04.2003