Jane Mofokeng
Operations Business Partner
Johannesburg
Summary
Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
Help Desk
Baragwaneth Hospital
Quality Assistant Manager (Telkom Mobile)
Aegis
10.2018
- Mentored junior members of the Quality team providing guidance on best practices related to inspection, documentation and reporting
- Evaluated performance metrics against established benchmarks, identifying gaps in current practices and recommending improvements accordingly
- Enhanced overall product quality by implementing efficient inspection processes and monitoring systems
- Developed and maintained a robust quality management system, facilitating compliance with industry regulations and certifications
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards
- Created and maintained quality management systems to align with industry standards
Operations Business Partner
Afrizan People Intelligence
09.2021 - Current
- Interacted well with customers to build connections and nurture relationships.
- Reduced operational risks while organizing data to forecast performance trends.
- Stayed informed on industry developments and market trends to gain competitive advantage.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented cost-saving initiatives, resulting in significant reduction in operational expenses.
- Liaised between partners and internal stakeholders to resolve conflicts.
- Assisted in recruiting, hiring and training of team members.
- Evaluated productivity and quality of service and made recommendations for improvement to reach firm's short-term and long-term goals.
- Mentored junior staff members, equipping them with the skills needed to excel in their roles.
Customer service Manager (Telkom Mobile)
Aegis
01.2017 - 01.2018
- Leveraged data and analytics to make informed decisions and drive business improvements
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions
Quality Team leader
Aegis
01.2014 - 01.2017
QPO Specialist (Telkom Mobile)
Aegis
01.2012 - 01.2014
Quality Coach (British gas)
Aegis
10.2009 - 01.2012
Customer Service Advisor/ Sales advisor
Aegis (British Gas Campaign)
02.2009 - 10.2009
Administrator
Aegis (Gidani)
10.2008 - 02.2009
CSR
Aegis (Gidani)
02.2007 - 10.2008
Education
No Degree - General Management
SETA
Johannesburg 01.2021 - 02.2022
Skills
Help Desk Support
Problem-Solving
Team Collaboration
Customer Relationship Building
Performance Improvements
Educational Background
Reasoma High School, Grade 12, 2000, True, English (First Language), Afrikaans (Second Language), Mathematics, Biology, Physical Science, Boston College, A+,N+, Java, Word, Excel, 12 Months
Acquired Skills
- Communication Skills
- Telephony Skills
- People skills
- Typing Skills
- Computer Literacy, I excel in: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft PowerPoint
- SAP system knowledge
- HR background
- COPC Accredited
- NQF Level 5 General Management Course
Motivation
I'm a very dedicated and determined individual that excels at everything that I do. I work hard and learn fast. I'm filled with ambition and often work at inspiring and motivating those around me. I strongly believe that a fun yet professional environment is conducive for great results. I'm focused, well-mannered and respectful to all those that I work with.
Last Name
Mofokeng
Area Of Residence
S2 Ormonder View Estate
Health
Excellent
Criminal Record
None
Preferred Contact Number
0736560105
Personal Information
- Ethnicity: Black
- Date of Birth: 12/22/80
- Gender: Female
- Nationality: South Africa
References
- Amanda Parker, Miss, 0844402229, Aegis, Quality/ Training AVP
- Edward Mc Minn, Mr, 0608678566, Aegis, Customer Service Manager
- Alson Mathe, Mr, 0812879319, Aegis, Customer Service Manager
- Donna Silver, Mrs, 0823783873, Afrizan, Director
Timeline
Operations Business Partner
Afrizan People Intelligence
09.2021 - Current
No Degree - General Management
SETA
01.2021 - 02.2022
Quality Assistant Manager (Telkom Mobile)
Aegis
10.2018
Customer service Manager (Telkom Mobile)
Aegis
01.2017 - 01.2018
Quality Team leader
Aegis
01.2014 - 01.2017
QPO Specialist (Telkom Mobile)
Aegis
01.2012 - 01.2014
Quality Coach (British gas)
Aegis
10.2009 - 01.2012
Customer Service Advisor/ Sales advisor
Aegis (British Gas Campaign)
02.2009 - 10.2009
Administrator
Aegis (Gidani)
10.2008 - 02.2009
CSR
Aegis (Gidani)
02.2007 - 10.2008
Help Desk
Baragwaneth Hospital
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