Experienced professional dedicated to contributing to organizational transformation through proactive participation in culture-building initiatives, business strategy development, and corporate social investment (CSI). Adept at staying updated with industry trends to ensure continuous personal and professional growth. Committed to embracing and exemplifying the vision and values of an organisation while identifying opportunities to enhance processes and add value.
Hi, I’m
Kelita Govender
Project Coordinator
Johannesburg,Midrand
Summary
Overview
8
years of professional experience
11
years of post-secondary education
1
Language
Work History
REDM Professional Services
Lead Service Delivery Analyst
01.2021 - 03.2024
Job overview
- Accomplished in delivering top-notch business services by adeptly managing the technology that automates and facilitates core business processes
- Proficient in generating insightful reports and providing valuable feedback to executive and line management stakeholders
- Demonstrated ability to ensure a superior customer experience through the effective utilization of technology in business activities
- Proven track record of maintaining optimal technology availability and transactional processing performance
- Skilled in seamlessly transitioning new technologies and services into production to enhance customer experience
- Experienced in overseeing the effective implementation of new technologies within the production environment
- Expertise in managing risks associated with technology-enabled business processes, ensuring a high-quality customer experience
- Proficient in implementing risk mitigation measures to safeguard technology-enabled business operations
- Adept in the operation and maintenance of business services in strict accordance with Service Level Agreements (SLAs)
- Experienced in executing key processes such as event management, incident management, problem management, request fulfillment, and access management.
IT Fluence
Project Coordinator
01.2020 - 01.2021
Job overview
- Led and participated in initiatives to promote organizational culture, develop business strategies, and support corporate social responsibility efforts.
- Stayed informed about industry developments to foster continuous personal and professional growth.
- Demonstrated commitment to organizational values and vision, serving as a role model for colleagues.
- Identified opportunities to optimize processes and enhance overall organizational effectiveness.
- Managed project data, tracking, and feedback using centralized databases.
- Oversaw procurement contracts related to projects, addressing any deviations from terms and conditions.
- Monitored and facilitated project change control processes to ensure successful completion.
- Developed and executed communication plans, ensuring timely distribution to project stakeholders.
- Ensured project documentation complied with governance and audit standards to minimize risks.
- Gathered feedback from internal and external stakeholders to inform project progress.
- Maintained effective project governance contact points and represented projects on relevant forums.
- Orchestrated meeting agendas, issue logs, minutes, and project artifacts for project forums.
- Managed the onboarding process for project resources, including contract management.
- Provided stakeholders with regular feedback on project status and addressed their needs.
- Cultivated and nurtured positive relationships with stakeholders.
- Supported change management activities by coordinating logistics, event planning, procurement, and communication efforts.
- Oversaw reconciliation of project expenses against budgets and vendor contracts, addressing discrepancies promptly.
- Negotiated favorable rates for project logistics and miscellaneous expenses.
- Ensured accurate tracking and reporting of project costs on designated management platforms.
- Actively participated in diverse team settings, sharing knowledge and contributing to collective success.
- Enhanced proficiency in project management tools and methodologies.
My MobileZA
Project Coordinator
01.2019 - 01.2020
Job overview
- Managed both business and individual Vodacom Accounts, addressing queries and ensuring seamless account management
- Orchestrated and executed marketing campaigns for Vodacom and Telkom fiber sales, driving effective promotional strategies
- Recorded and tracked all Vodacom and Telkom sales, ensuring accurate and comprehensive data capture
- Coordinated efforts efficiently to meet deadlines, fostering a culture of accountability and teamwork
- Generated detailed sales reports utilizing Excel, providing comprehensive insights to the director for informed decision-making
- Managed and supervised the Fibre team, overseeing seamless activations and ensuring optimal team performance
- Devised and implemented innovative sales strategies to augment sales figures and drive revenue growth
- Cultivated and nurtured relationships with the company's blue-chip clients, ensuring client satisfaction and retention
- Compiled and organized project status and progress reports, ensuring transparent communication across teams
- Conducted comprehensive training sessions for new employees, focusing on Vodacom fiber and sales techniques to facilitate their onboarding
- Formulated and executed marketing campaigns for new products, driving successful product launches and market penetration
- Managed meeting schedules and documented meeting minutes accurately, ensuring efficient coordination and record-keeping for future reference.
Vodacom
Quality Assessor
01.2017 - 01.2018
Job overview
- Conducted comprehensive assessment of both inbound and outbound agent calls, employing contemporary evaluation methods
- Ensured strict adherence to company policies and procedures while providing tailored coaching and advanced training to agents seeking to elevate their Quality Assurance (QA) scores
- Utilized advanced documentation tools beyond Microsoft Excel to meticulously record and analyze discovered faults and findings
- Delivered monthly presentations detailing agent performance metrics and implemented cutting-edge behavior correction strategies to drive improvement
- Efficiently documented minutes from weekly meetings, fostering proactive and transparent communication within the team
- Actively motivated and empowered agents, cultivating a culture of continuous improvement and personal growth
- Strategically planned and executed engaging activities on the call center floor, fostering a vibrant and dynamic workspace conducive to enhanced team morale and performance.
Vodacom, Vodacom world Midrand
Credit Controller: Inbound and Outbound
01.2016 - 12.2016
Job overview
- Managed payment allocation processes to ensure accurate and timely payments, optimizing financial operations
- Implemented strategies to minimize bad debts, mitigating financial risks and maintaining fiscal stability
- Conducted proactive follow-ups on non-payments, optimizing collection processes and ensuring timely resolutions
- Rehabilitated deactivated customer accounts, restoring and retaining customer relationships
- Addressed and resolved customer queries promptly, ensuring high levels of customer satisfaction and retention
- Monitored and managed high usage on accounts, identifying and addressing potential issues promptly
- Strategically reduced high-risk accounts by implementing effective risk management strategies and establishing suitable arrangements
- Proactively engaged in account management to prevent accounts from falling into arrears, maintaining financial health
- Demonstrated proficiency in implementing and utilizing credit limit accounts efficiently, optimizing their benefits for both customers and the company.
Education
Synergy Transformation Solution
Business Analyst, Diploma (NQF Level 6)
University Overview
Turbonomics
Turbonomic Associate 8 - Intermediate
University Overview
UdemyOnline
from Service Management ITIL4
2023
University Overview
UdemyOnline
from Project Management
04.2001
University Overview
Marlboro GardensJohannesburg, South Africa
04.2001 - 04.2012
University Overview
Subjects: English, Afrikaans, Math literacy, Business Studies, Life Sciences, Tourism
Skills
References
References
Upon Request
Timeline
Lead Service Delivery Analyst
REDM Professional Services
01.2021 - 03.2024
Project Coordinator
IT Fluence
01.2020 - 01.2021
Project Coordinator
My MobileZA
01.2019 - 01.2020
Quality Assessor
Vodacom
01.2017 - 01.2018
Credit Controller: Inbound and Outbound
Vodacom, Vodacom world Midrand
01.2016 - 12.2016
Udemy
from Project Management
04.2001
Marlboro Gardens
04.2001 - 04.2012
Synergy Transformation Solution
Business Analyst, Diploma (NQF Level 6)
04.2023
Turbonomics
Turbonomic Associate 8 - Intermediate
05.2022
Udemy
from Service Management ITIL4
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