Mitchelle Mvelase
Operations Administrator
Johannesburg
Summary
I am a forward-thinking individual skilled at operating departments efficiently to meet goals. Proactive and hardworking, focused on continuous operational improvement. I consider myself to be a versatile employee, successful at taking on any routine and complex business challenges with a resourceful and creative approach. I am recognized as a driven, dedicated and hardworking individual with a history of streamlining operations and increasing results.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
5
5
Languages
Work History
Operations Administrator
Pack n Stack
Pretoria
12.2019 - Current
- Evaluating current operational practices and suggest improvement strategies.
- Involved in the motivating and training of employees to maximize team productivity.
- Assist with documenting key processes and procedures and security protocols.
- Provide answers to customer questions via phone and email, typically in real time.
- Coordinate meetings within departments both in office and remotely via Teams/Zoom.
- Supporting IT and Systems team by handling all administrative tasks involving device management and allocations, assisting employees with logging in to the work system, ensuring that the correct route is assigned to the correct employee.
- Enhance operational performance and reduce labor expenses by developing and optimizing standard practices such as route optimization.
- Enforce company policy compliance to improve workplace and employee safety and readiness.
- Encourage and promote ideas aligned to business needs and benefits.
- Analyze our department's metrics and performance and report findings to management. Tools such as the Call Compliance and Score card assist in this regard.
- Managed internal operational standards and productivity targets.
- Negotiated with distributors to find quality products and best prices.
- Conducted root cause analysis in deficient areas to identify and resolve issues relating to under performing regions.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions -Assisting the Operational Manager with the management of the data capturing staff.
- Managing travel and accommodation reservations for employees.
- Managing fuel payments, fuel trackers and department expenses.
- Administering the call schedule of 710 employees nationally. Analyzing their routes to ensure that the correct number of outlets are called on daily, that no employee is over/under resourced, assisting managers with their route optimization.
Quality Assurance Analyst
Altron
Randburg
01.2017 - 09.2019
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Created and achieved product quality objectives and met product specifications.
- Fixed identified issues to increase productivity and boost customer interactions.
- Created successful test scripts for new campaigns.
- Mentored and coached agents on QA topics and strategies.
- Reported progress, test metrics and results to clients.
- Evaluated calls and text interactions between customers and agents.
- Submitted daily, weekly and monthly reports to the business based on the Agents' performance.
Education
Education -
Unisa
Johannesburg 03.2020 - Current
High School Diploma -
Hoër Tegniese Skool Langlaagte
Johannesburg 01.2009 - 12.2013
Skills
Telephone etiquette
Verbal and written communication
Proficient in Microsoft Office (Excel, Word, Powerpoint, Office, OneNote, Teams
Customer engagement
Financial administration
Coaching and mentoring
Staff training/development
Relationship building
Accomplishments
- I obtained an NQF4 certificate in Wholesale and Retail Operations Supervision.
- I was awarded with a Craftswoman of the year award for the 2019-2020 period.
Timeline
Education -
Unisa
03.2020 - Current
Operations Administrator
Pack n Stack
12.2019 - Current
Quality Assurance Analyst
Altron
01.2017 - 09.2019
High School Diploma -
Hoër Tegniese Skool Langlaagte
01.2009 - 12.2013