Mannini Martha Mokolutlo
CSOC Manager: VIP Support Services
Bryanston
Summary
Customer Service Operations Centre VIP Manager with extensive expertise in telecommunications and service delivery management. Specializes in driving client satisfaction and operational excellence through cross-functional collaboration and SLA adherence. Proven track record of transforming teams into high-performing units, achieving over 75% same-day incident resolutions, and utilizing advanced systems such as Power BI and JIRA for performance optimization. Adept at managing complex service delivery processes, stakeholder communication, and continuous improvement initiatives to enhance client experiences.
Overview
12
12
years of professional experience
Work History
VIP Support Services Manager
Seacom
12.2023 - Current
- Manage, coach, and mentor VIP Proactive Monitoring Team, prioritizing escalations to ensure timely resolutions.
- Achieved over 75% same-day incident resolutions, optimizing workflows via Jira, Manage Engine, and PowerBI.
- Deliver operational support for SEACOM Managed Services across various networking products while enhancing team performance.
VIP Support Services Team Lead
Seacom
09.2022 - 12.2023
- Led a team of 10 monitoring engineers, managing daily operations and coordinating VIP client queries to meet objectives.
- Ensured optimal agent performance per policies and SLA requirements through effective coaching and fault resolution oversight.
Support Services Team Lead
iOCO Network Solutions
06.2021 - 09.2022
- Managed daily operations and staff for VIP support team, ensuring compliance with policies and SLA targets.
- Coached and developed customer service teams to meet company standards while guaranteeing fault resolution.
VIP Support Engineer
iOCO Network Solutions
02.2019 - 06.2021
- Conducted proactive link monitoring and troubleshooting for Juniper/SDWAN, ensuring high service levels.
- Delivered daily/monthly network SLA reporting to maintain performance for premium clients.
Premium Technical Network Support Engineer
Vox Telecom
02.2017 - 02.2019
- Managed Premium SLA clients end-to-end, ensuring consistent SLA adherence through proactive monitoring.
- Handled client fault resolution and network performance, including Layer 2/3 monitoring and VOIP configurations.
Junior Technical Engineer
Vox Telecom
05.2015 - 02.2017
- Delivered frontline support for ADSL and mailbox management, ensuring customer issues were resolved efficiently.
- Managed DNS and usage reports, contributing to overall customer satisfaction.
Intern
Vox Telecom
05.2014 - 02.2015
- Gained foundational knowledge in telecommunications operations and company processes.
Education
ITIL Foundation V4 -
Torque IT
01-2023
NSE1,2,3 - undefined
Fortinet
01-2023
MICTSETA Emerging Leaders Certificate - undefined
SETA
01-2022
N.Dip - Information Technology
Central University of Free State
01-2014
Matric - undefined
Welkom High School
01-2008
Skills
SLA management
ITIL framework
Client service
Problem-solving abilities
Decisive decision-making
Technical support understanding
Delivery management
Teamwork and collaboration
Verbal and written communication
Continuous improvement
Cross-functional collaboration
Timeline
VIP Support Services Manager
Seacom
12.2023 - Current
VIP Support Services Team Lead
Seacom
09.2022 - 12.2023
Support Services Team Lead
iOCO Network Solutions
06.2021 - 09.2022
VIP Support Engineer
iOCO Network Solutions
02.2019 - 06.2021
Premium Technical Network Support Engineer
Vox Telecom
02.2017 - 02.2019
Junior Technical Engineer
Vox Telecom
05.2015 - 02.2017
Intern
Vox Telecom
05.2014 - 02.2015
NSE1,2,3 - undefined
Fortinet
MICTSETA Emerging Leaders Certificate - undefined
SETA
N.Dip - Information Technology
Central University of Free State
Matric - undefined
Welkom High School
ITIL Foundation V4 -
Torque IT