Kabelo Karabo Masisi

Farm Operations Management by:

• Overseeing the daily operations of the farm, ensuring all activities are running smoothly and efficiently.
• Developing and implementing strategies to optimise farm productivity and profitability.
• Coordinating and supervising all aspects of livestock management, including feeding, breeding, health care, and welfare of pigs and cattle.

Staff Management by:

• Recruiting, training, and managing farm staff, ensuring a skilled and motivated workforce.
• Assigning tasks, monitoring performance, and providing feedback and training as necessary.
• Foster a positive and safe working environment, adhering to all relevant health and safety regulations.
• Implementing Staff KPIs to track and improve performance, ensuring alignment with farm objectives.

Financial Management by:

• Preparing and managing the farm’s budget, monitoring financial performance, and ensuring profitability.
• Maintaining accurate financial records and reports, including cost analysis and forecasting.
• Implementing cost control measures and identify opportunities for financial improvement
• Analysing animal records to improve weight gain performance. Maintain and analyse detailed records of livestock performance, including weight gain, health metrics, and productivity.
• Use data analysis to identify trends and implement strategies to improve livestock weight gain and overall productivity.
• Developing investment proposals for new projects or improvements on the farm and analyse potential investments based on Return on Investment (ROI) to ensure financial viability.

Animal Welfare by:

• Ensuring the highest standards of animal welfare are maintained at all times.
• Implementing and overseeing herd health programmes, including vaccination and treatment schedules.
• Monitoring and managing the health and well-being of all livestock, addressing any issues promptly and effectively.

Operational Efficiency by:

• Utilising technological tools and software to improve farm operations and productivity.
• Maintaining and updating herd management software, ensuring accurate records of livestock data.
• Analyse data to make informed decisions about herd management and farm operations.

Compliance and Regulations by:

• Ensuring all farm operations comply with local, state, and national regulations.
• Keeping up to date with changes in agricultural policies and implementing necessary changes on the farm.

Stakeholder Management by:

• Communicating and liaising with suppliers, customers, and other stakeholders.
• Developing and maintaining positive relationships with local agricultural organisations and communities.

Sustainability and Innovation by:

• Promoting sustainable farming practices and exploring innovative methods to improve farm efficiency and environmental impact.
• Staying informed about the latest advancements in agricultural technology and integrating relevant innovations into farm operations.

• Cultivated Shared Vision by: Providing direction and purpose for the area by: Describing the impact of the Regional vision and direction on; the area by means of tangible implications Creating awareness of and supporting a shared vision and direction amongst employees Cultivating behaviour amongst employees in support of the shared vision Determining and evaluating the understanding of, and behaviour in support of the shared vision
• Service Delivery Strategy by: Guiding the service delivery strategy for the Area by Interpreting regional scenarios and direction to determine area impact Analysing customer service exceptions and needs Defining the customer service delivery strategy including the impact on all/aspects of the delivery chain Deciding upon and describing the service delivery strategy and options for the area as input to the Regional 5 year plan Negotiating service levels with stakeholders
• Transformation Management by: Managing any transformation strategies for the area by Forecasting and identifying business opportunities and business deficiencies i.e
• Service requirements/demands; customer satisfaction; cost of service etc
• Determining area service capacity requirements i.e
• Customer base & customer expectations; service costs and benefits; capacity requirements Developing business cases for area service delivery in the event of direction changes Defining goals for service outlets required to deliver
• Service Delivery Management by: Managing the area by: Planning delivery strategy implementation i.e
• Identify projects, resource allocation etc
• Developing area operational service delivery plans Developing area business plan Measuring progress Sustaining momentum Managing the Customer Service business within the area by: Integrating all customer service related processes for the area to ensure a total contribution to customer satisfaction Influencing and aligning area activities in conjunction with any changes to customer needs and expectations Ensuring customer service targets and KPIs are met Communicating with staff, ensuring meaningful influence and interactive decision making Ensuring employee satisfaction Maintaining capacity in terms of: Staffing levels and skills System capacity Logistics levels for adequate service capacity Implementing back-up plans for service capacity fluctuations in terms of people systems and logistics Establishing and controlling a budget for the area Managing the financial and revenue responsibility of the area by: Setting standards and implementing policies and controls according to corporate guidelines Managing all credit control activities including cut-offs/reconnections, legal actions Adhering to and responsible for audit requirements Ensuring viability assumptions for electrification projects are realised Maintaining revenue loss minimisation Management of the key service delivery chains (i.e
• Fault management; order taking; payments; customer queries) by Ensuring execution of service interactions Ensuring customer satisfaction Ensuring a competent and motivated workforce to provide a one-stop service Monitoring and evaluating efficiency of the delivery chain Initiating corrective actions Providing leadership and guidance in terms of operation of the customer service delivery chain

• Optimising the operation of Customer Relations Management in the Province by: Directing the integration of plans for the customer service delivery in the province and ensuring alignment to the GCS Operations and Regional strategy
• Monitoring the effective CS operational activities against set requirements targets and standards
• Developing strategies and ensuring the integration of Value Chain related matters and process requirements for provincial service delivery Identifying risks and deviations, initiating and implementing remedial plans/actions
• Implementing strategies to support the Universal Access(Electrification) and Revenue Protection initiatives and ensuring customer satisfaction in alignment to GCS operations and regional objectives Ensuring Customer Relations Management Service delivery quality and compliance Providing direction for the management and optimisation of the outage management process in line with the Engineering processes
• Regional(OCI) Value Chain implementation by: Implementation integration of the Optimised Customer Service Interaction(OCI) process Value Chain in the region
• Acting as a Regional Centre of Excellence with respect to Optimised Customer Interaction(OCI)Value Chain
• Contributing to the development and alignment of the Optimised Customer Interaction Value Chain with High Performance Utility Model nationally
• Monitoring performance of the Optimised Customer Interaction Value Chain KPIs in the region and implementing improvement plans Managing the resolution of OCI cross functional integration issues
• Conducting regular performance reviews and audits to ensure optimal performance across the value chain processes
• Integrating and directing the Customer Relations Management functions for the province by: Interpreting Regional CS operations direction with the Operating Unit, aligning and integrating GCS Customer Service delivery plans for the Zones within a Province Tracking and ensuring provincial business performance against the relevant GCS performance measurements
• Interpreting GCS direction for the Customer Relations Management function within the region
• Ensuring compliance with GCS and regional processes and standards
• Facilitating and advising on business and process improvement in the consultation with relevant process partners
• Guiding the implementation and management of vending services, self-service channel activities, customer field activities and customer complaints
• Overseeing the accessibility and maintenance of relevant technology to cater for the customers within Zones
• Providing direction for resolving, escalation and closing of customer issues within the Province
• Manage the strategic positioning of Customer Relations Management in the Operating Unit by: Ensuring continuous improvement on Customer Relations Management practices and identifying areas of improvement Liaising with GCS Strategy Enablement and relevant process partners
• Periodically initiating and negotiating for audits on Customer Relations Management and applicability to the region and initiating change
• Acting as an OU Centre of Excellence to Customer Relations Management processes
• Ensuring the building of skills and capacity within the Customer Relations Management environment to meet business and equity targets
• Manage external and internal Customer Relations Management Stakeholders by: Building relationships with relevant provincial customer groupings, provincial and local government and other relevant forums on customer related matters, customer stakeholders and functionaries
• Networking with relevant community leaders in areas of service delivery
• Promoting Eskom's Social investment strategies Interacting with stakeholders regarding Electrification and Revenue Protection related matters
• Developing and implementing a periodic integrated provincial customer relationship management plan in compliance with relevant regulatory requirements
• Providing guidance in the planning and execution of provincial customer educational forums in line with regulatory requirements
• Partnering with and forming working strategic relationships with other divisions to foster common understanding on service delivery issues affecting Customer Service delivery in the province
• Management of service delivery and staff by: Ensuring a professional service to all stakeholders in the region
• Monitoring and resolving customer service inefficiencies
• Providing excellent service and support to the line functions
• Maintaining a communication channel for advice and feedback to customers Guiding, coaching and mentoring staff
• Developing and implementing individual performance compacts for staff and evaluating staff performance regularly
• Ensuring staff understand and implement the goals of the department Planning, developing and implementing optimal utilisation of resources, ensuring training and development

• Providing product and service advice by: Identifying opportunities to support the Integrated Energy Demand Side Management programmes by selecting appropriate tariffs and influencing the customer to change production or usage patterns and cycles
• Optimising customers' electricity usage, based on an understanding of customers' strategies, company profiles and process technology
• Providing tariff advice from the existing menu and/or adaptations thereof, by analysing the customers' existing and possible usage patterns
• Advising customers on electricity usage and appropriate tariffs, to meet customers' needs
• Advising on receiving and processing customers' applications for supply, upgrades and/or downgrades
• Managing customer relations by: Coordinating and liaising with all parties (customer representatives, Eskom Engineering and Customer Service offices) on maintenance schedules (impact of upgrades/downgrades on customers)
• Adhering to customer service policies and standards
• Updating and revising contracts, and ensuring that customers are familiar with the content thereof
• Maintaining customer service channels, objects and processes
• Coordinating and integrating cross-functional processes and efforts, e.g
• Billing, quality of supply and engineering
• Managing external stakeholders to promote satisfaction and a positive public image
• Initiating and coordinating plans to address Maxi Care results and direct customer requests
• Providing inputs on customers, needs and business requirements at Customer Liaison Committee meetings
• Receiving and ensuring customer enquiries and problems are successfully addressed
• Contacting customers about non-scheduled supply losses
• Providing timeous information to customers on planned supply interruptions, new tariffs and general Eskom and industry developments
• Informing customers about Eskom plans and business direction and involving customers in project planning to ensure the attainment of the most suitable completion date to the benefit of all parties
• Visiting allocated customers as negotiated
• Promoting revenue management by: Verifying and approving metre readings
• Scanning of accounts prior to processing
• Obtaining and managing the lodging of securities
• Following up on overdue accounts and non-payments
• Ensuring resource coordination by: Performing project management (new supplies and technical alterations) coordination and communication to facilitate optimal resource utilisation
• Coordinating maintenance schedules
• Liaising with Eskom specialists in terms of quality of supply and supply security
• Obtaining, analysing and disseminating information by: Determining and formulating customer requirements and business needs
• Building mutual trust at the customer interface
• Facilitating awareness of and promoting Eskom promotions and communications
• Gaining in-depth knowledge of the customer and his processes and markets
• Providing sales leads to the sales team
• Load forecasting, formal/informal information gathering and exchanges
• Recording details of all customer contacts onto the system

• Processing and conducting account operations and customer service information and actions by: Advising customers on relevant information such as electricity usage, etc
• Updating prepaid customer details on the system
• Processing Account queries and enquiries
• Performing Credit Control interactions and assessments with customers by applying the credit control process and procedures
• Capturing and validating metre readings
• Initiating and responding to customer requests for new supplies, transfers, terminations, point of entry changes/deviations, quotations, payments and updating the system for forwarding to EDP, Account Operations and Customer Service Area
• Liaising with other Processes and instructing required actions that have been indicated (promised) to the customer (e.g
• 'Service Rep will visit you')
• Following up with customers to ensure that they are satisfied and that 'ESKOM Promises' have been kept (and initiating corrective actions if required)
• Following up on all RD payment reversals
• Following up on late payments
• Following up on deviations as per control exception reports (low and non sales)
• Applying remedial action on defaulting customers
• Analysing, processing and coordinating information on the service interruption process by: Receiving requests/complaints from customers and locating their Customer Details on the computer
• Analysing the request and capturing relevant information on the system to initiate required action from EDP Field Staff
• Providing the customer with relevant information and updating the system
• Initiating corrective action when required
• (For example, system messages/calls to EDP or Management or other process partners)
• Completing required updating and follow-up procedures with affected customers by updating system information and (where necessary) calling customers to ensure customer satisfaction
• Receiving, analysing and coordinating customer enquiries and service requests relating to the EDP process by: Receiving customer enquiries and initiating customer interaction regarding project status (including upgrades, refurbishments, new supply points, CPE, line deviations, servitudes, Eskom Regulations and Procedures, Eskom Technical Specifications and Safety Regulations)
• Capturing interaction information on the system
• Referring to and updating system enquiries/help functions to ensure accurate communication with customer and EDP
• Analysing and coordinating exceptions and reporting these to management/service/process partners when necessary
• Providing relevant Eskom-related information and processing general customer requests by: Receiving request, analysing interaction, capturing relevant information and responding to request which could include information/action on: Eskom regulations, policies and procedures
• Eskom business (finance, equipment, premises, etc.) Environmental Affairs Damages and Claims
• Staff (locations, contact details, etc.) General complaints
• Energy usage
• Theft and trespassing
• Initiating action (when required) to satisfy the customer request by: Updating system
• Contacting (system/telephone) relevant process partners
• Monitoring the process
• Keeping the customer informed/updated telephonically or by other means
• Closing the interaction when all necessary actions have been completed
• Conducting, enhancing and supporting marketing, sales and customer service processes by: Conducting marketing campaigns and surveys on Walk-in-Centre customers
• Updating system information to ensure accurate communication with process partners
• Monitoring referrals and completing system updating and follow-up procedures
• Identifying, analysing and capturing customer requests, needs and trends
• Providing basic sales information and service advice to customers
• Providing information to customers regarding brands, tariffs and relevant policies and procedures
• Identifying, analysing and (where relevant) initiating processes/actions to result in improved customer service
• Participating in and initiating continuous improvement and corrective actions to ensure excellent customer service by: Identifying system, process and customer problems, exceptions, needs and service improvement opportunities
• Collating and analysing the information and formulating possible problem definition and possible solutions
• Reporting problems/opportunities to Senior Service Agent
• Participating in Solution Development and implementation

• Performing tasks in various departments to gain experience

• I was given exposure to the organisation by performing tasks in various departments to gain experience