Liezl Marais
Operations
Cape Town
Summary
I have strong interpersonal skills, ability pre-empts situation on possible risks, problems and escalations can be an added value to any team and situation. I am reliable, hard working with the ability to work on my own and within a team. I am analytical & process driven, but able to show empathy, and deal with personal and emotional matters on a sympathetic but professional manner. I am always up for a challenge and to learn something new.
I believe I have progressed as far as I can in my current role within the business and eager to share my knowledge and valuable experience in a new roll.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Senior Job Coordinator
NES
05.2019 - Current
- Monitored progress of tasks closely, identifying potential bottlenecks early on for prompt resolution.
- Achieved consistently high client satisfaction ratings through diligent attention to detail and commitment to delivering exceptional results.
- Proactively identified opportunities for cost savings while maintaining high-quality outcomes throughout the job coordination process.
- Facilitated regular meetings to keep team members informed about project updates and address any concerns proactively.
- Working with Project teams and Service Integrators to ensure, Service Desk and agents are ready to manage and support new contracts, customers and products within the contracted SLA
- Manage escalation processes in order to secure the appropriate level of attention on customers’ issues
- Manage both internal & external supplier activities during the Service Assurance process to meet or exceed our service level agreements
Service Desk Manager
BT Global Services
07.2003 - 07.2017
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Managed Incident and Request life cycle.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Communicated regularly with customers concerning data exchange and technology integration.
- Working with Project teams and Service Integrators to ensure the Service Desk and agents are ready to manage and support new contracts, customers and products within the contracted SLA
- Ensure all tools (monitoring, technical, ticketing and information) are updated correctly and accessible
- Ensure all agents are trained and capable to manage and support Incidents and Request end to end
- Ensure the diagnosis & repair process meets or exceeds the various performance target and SLA
Education
Diploma - IT - ITIL
Torque IT
Cape Town, South Africa 01.2024 - 12.2024
Diploma - Human Resources Administration
Intec Collage
Cape Town, South Africa 01.2024 - 12.2024
Diploma - Sports Marketing And Management
Apprentice Masters
Cape Town, South Africa 01.2024 - 12.2024
High School Diploma -
Tygerberg High School
Cape Town, South Africa 01.2024 - 12.2024
Skills
Contract Negotiation
Personnel Management
Pre-Employment Screening
Written Communication
Strong analytical skills
Excellent Customer Service Skills
Performance and results driven
Commercial Awareness
Process Driven
Timeline
Diploma - IT - ITIL
Torque IT
01.2024 - 12.2024
Diploma - Human Resources Administration
Intec Collage
01.2024 - 12.2024
Diploma - Sports Marketing And Management
Apprentice Masters
01.2024 - 12.2024
High School Diploma -
Tygerberg High School
01.2024 - 12.2024
Senior Job Coordinator
NES
05.2019 - Current
Service Desk Manager
BT Global Services
07.2003 - 07.2017
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