Keleabetswe Mphela
Project coordinator
Pretoria
Summary
Dynamic professional with 8 years of experience in the telecommunications industry, specializing in project coordination, customer service, and operations. Proven ability to manage projects effectively while collaborating with cross-functional teams to deliver exceptional customer satisfaction. Recognized twice with Telkom’s Spotlight Award for outstanding dedication and commitment to excellence in customer-facing roles. Strong problem-solving skills and a business-oriented mindset drive success in meeting and exceeding client needs.
Overview
9
9
years of professional experience
Work History
Project Coordinator / Administrator
Telkom SA Limited
11.2024 - Current
- Coordinating logistics and administrative processes for the Project Office, ensuring smooth operations and timely completion of project milestones.
- Registering new projects, allocating project numbers, and maintaining up-to-date records on project progress and documentation.
- Compiling monthly, weekly, and progress reports, analyzing data, providing actionable insights to key stakeholders, identifying deviations, and making necessary corrections.
- Supporting the Executive and Project Office team with day-to-day operations, preparing project documentation, and assisting with budgeting and resource planning.
- Managing project correspondence, including requests, emails, documentation, and forms, ensuring timely processing and authorized responses.
- Coordinating the procurement process and tracking progress across multiple Telkom-related projects, ensuring budget adherence and delivering progress reports to relevant stakeholders.
- Supporting project definition activities by assisting in setting project objectives, compiling statements of work, and creating detailed project plans.
- Ensuring smooth project closure by managing acceptance testing, decommissioning, financial reconciliation, billing, and archiving project documentation according to TPM methodology.
- Monitoring project expenditures, ensuring budget compliance, and providing detailed financial analysis throughout project lifecycles.
- Assisting in the maintenance of project-related records, ensuring the integrity, storage, and distribution of key information to stakeholders.
Service Manager
Telkom SA Limited
04.2022 - 11.2024
- Managed and resolved customer escalations within set timeframes.
- Oversaw partner relationships and ensured timely IMACD delivery.
- Reduced order aging, incidents, and churn through process improvements.
- Maintained organized records of contracts, invoices, and change orders.
- Scheduled meetings and communicated project updates to stakeholders.
- Coordinated resources across departments for successful project implementation.
- Ensured compliance with relevant laws, regulations, and policies.
- Delegated tasks and ordered equipment for projects.
- Developed strategies to improve operational efficiency and customer satisfaction.
Channel Support
Telkom SA Limited
03.2021 - 03.2022
- Maintained channel NPS scores and improved customer experience processes.
- Managed returned sales orders and provided timely feedback.
- Coordinated campaign distribution and tracked incentives.
- Provided technical and training support to the channel.
- Handled management escalations and SMB queries.
- Managed channels mailbox and followed up on quotations.
- Consolidated and updated daily, weekly, and monthly reports.
- Participated in team and project meetings.
- Maintained positive relationships with customers and internal stakeholders.
Executive Personal Assistant
Telkom Park - The Hub
03.2018 - 02.2022
- Facilitated effective communication between executives and their direct reports through timely correspondence management.
- Prepared meeting agendas and materials to ensure productive discussions during board meetings or executive sessions.
- Oversaw office management tasks, including supply inventory, facilities maintenance, and vendor relations.
- Liaised with internal departments and external partners, fostering strong professional relationships.
- Coordinated travel arrangements and bookings for executive staff.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
Admin Support
Telkom SA Limited
06.2017 - 03.2021
- Supported campaign specialists in executing targeted customer lifecycle campaigns.
- Coordinated end-to-end campaign planning, execution, and measurement.
- Led exchange decommissioning projects and liaised with cross-functional teams.
- Analyzed campaign data and optimized strategies for acquisition and retention.
- Managed lead tracking and briefed creative teams for marketing materials.
- Conducted post-campaign reviews to improve customer experience and retention.
Sales Consultant & Queue Busting
Telkom SA Store
10.2016 - 05.2017
- Provided feedback on store-specific issues.
- Maintained positive relations with staff and customers.
- Assisted customers with billing, cancellations, and installations.
- Managed store NPS and improved overall customer experience.
- Logged faults on Telkom lines and ensured timely resolution.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Responded to telephone and in-person requests for information.
Education
IT Technical Support - NQF level 4
Telkom Center for Learning
10.2017
Grade12 - National Senior Certificate - NQF level 4
Bereapark Independed High School
12.2013
Bachelor of Commerce - Marketing Management
Mancosa
04.2001 -
Skills
- Proficient of Microsoft Office (Word, Excel, PowerPoint)
- Excellent communication skills with a focus on team building and customer care relations
- Outstanding organizational, multitasking, and problem-solving abilities
- Patient, calm & decisive under pressure
Project coordination
Project management
Problem-solving
Customer service
Detail-oriented
Accomplishments
- Spotlight Award X 2 – Telkom SA Limited
- Recognized for outstanding service to clients and dedication to fellow employees.
- Employee of the year – Telkom SA Limited
- Being acknowledged and celebrated by fellow colleagues for going extra mile without saying a word.
ADDITIONAL INFORMATION
- Strong knowledge of – Telkom systems - CBS, FMS/CMSS, OMS, Customer Relationship management (CRM),NGN, easyAVS, Vision, EAS- Telkom invoices (fixed), Vdocs, EMS openserve and NGN dashboard, PowerBI, Unibase
- Knowledge of – Accounting and intermediate experience in the use of Excel for reporting.
- Driver’s license – C1
Timeline
Project Coordinator / Administrator
Telkom SA Limited
11.2024 - Current
Service Manager
Telkom SA Limited
04.2022 - 11.2024
Channel Support
Telkom SA Limited
03.2021 - 03.2022
Executive Personal Assistant
Telkom Park - The Hub
03.2018 - 02.2022
Admin Support
Telkom SA Limited
06.2017 - 03.2021
Sales Consultant & Queue Busting
Telkom SA Store
10.2016 - 05.2017
Bachelor of Commerce - Marketing Management
Mancosa
04.2001 -
Grade12 - National Senior Certificate - NQF level 4
Bereapark Independed High School
IT Technical Support - NQF level 4
Telkom Center for Learning
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