Kati Jeanette Mokwena

• Managed specialist team to provide technical assistance and customer service.
• Coached employees through day-to-day work and complex problems.
• Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Championed process improvements through regular evaluations and recommendations, leading to overall better service delivery.
• Created, prepared, and delivered reports to various departments.
• Managed daily operations to ensure smooth functioning of the support department.
• Enhanced customer satisfaction by effectively resolving support tickets and addressing concerns.
• Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
• Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
• Increased customer satisfaction scores with personalized support solutions tailored to individual needs.
• Coordinated with product development teams to relay customer feedback, influencing future product enhancements.
• Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
• Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
• Evaluated vendor proposals, selecting those that provided the best value for cost, quality, and timeliness.
• Mentored junior project managers and team members to enhance their skills and career growth.
• Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
• Streamlined project delivery timelines by implementing agile methodologies, significantly enhancing team productivity and client satisfaction.

• Reduced operational costs by optimizing resource allocation and identifying areas for improvement.
• Increased employee engagement by creating opportunities for professional growth and recognition programs celebrating team successes.
• Managed a diverse team of professionals, fostering a culture of continuous learning and development.
• Coordinated efforts between sales, operations, finance, marketing, and other departments to maximize revenue potential across all aspects of the business unit''s activities.
• Improved service line efficiency by streamlining processes and implementing best practices.
• Enhanced customer satisfaction through timely resolution of service issues and proactive communication.
• Led process improvement initiatives that resulted in reduced turnaround times for issue resolution, improving overall customer experience metrics.

• Manage multiple projects, at a programme and project management level. Enforcing and drive projects delivery. Act as a key liaison between clients, subcontractors, and the technical teams.
• Guide the team, set expectations, and ensure everyone is working towards the same goal.
• Create detailed project plans, including timelines, resource allocation, and milestones.
• Serve as the primary point of contact for stakeholders, team members, and clients, ensuring everyone is informed and aligned.
• Proactively identify potential issues early and develop strategies to mitigate risks.
• Ensure that all solutions meet the highest standards of quality, while keeping projects on schedule.
• Ensure timely delivery and adherence to quality standards and client expectations.
• Communicate throughout the project life cycle and address any concerns promptly.
• Manage multiple projects, from initiation to closure. With good understanding of different Project methodologies and tools.
• Taking responsibility for all aspects of the delivery of project
• Coordinates project activities; Develop project charters and plans; Develop client's proposals; -Manage life cycle and lead project team; Control project log registers (documentation); Maintenance of set budget and report on project schedule management.
• Participate in the negotiations (costing), and monitoring of the project delivery.
• Administering project change control process and communication plan; Stakeholder engagement; Knowledge of ICT Project Methodology and PM Tools and Techniques (PRINCE 2 Certified); Control and maintenance of project repository/shared folder; Conduct weekly status forums with the team and prepare monthly project status reports. Coordinating and managing IT projects, ensuring they are completed on time and within budget.
• Allocating resources effectively to meet the needs of various projects and tasks.
• Providing technical guidance and expertise to the team, troubleshooting complex issues, and ensuring best practices are followed.
• Monitoring and evaluating the performance of team members, providing feedback, and conducting performance appraisals.

• Manage and conduct remote and/or site 2nd level user support services through investigations and business advice on aviation applications.
• Provide training and support to users to ensure optimal usage of the applications.
• Update relevant user procedure manuals/Online-Help and/or equivalent documentation to ensure the availability of accurate and current information for the users.
• Conduct workshops to gather requirements/Elicitation from clients

Ensure the maintenance of Service Level Agreements with relevant stakeholders.

• Reduced employee turnover through effective communication, regular feedback, and promoting a positive work environment.
• Adapted quickly to changing industry trends, proactively identifying challenges, opportunities, and solutions for maintaining business success.
• Supported the implementation of new technologies, resulting in increased efficiency and cost savings.
• Mentored junior staff members, fostering professional development and career growth opportunities within the company.
• Increased profitability by optimizing resource allocation and reducing operational costs.
• Developed and implemented reports and presentations for key stakeholders and senior management.
• Collaborated with cross-functional teams to develop comprehensive strategies for addressing complex business challenges.
• Wrote effective documentation for each client system to deliver comprehensive sets of requirements and alignment with business objectives.