MKHULULI KHATHIDE

• After completing tertiary studies, I endeavoured to open a local internet cafe along with my partner at the time, where we provided public computer access, web browsing services. printing services, scanning, and teaching residents how to use computers.
• Secured permanent employment at Afrihost SP as a Fibre Support Agent, collaborating with team members to meet targets and deliver quality customer service.
• Interacted with customers to gather insights on their needs and preferences.
• Built and maintained courteous and effective working relationships.
• Took on additional responsibilities to align with team objectives and improve overall performance.

PROMOTION

In 2020, I received a promotion to work in the Fibre Ops Department, where I became an Account Manager. My duties were as follows:

• Account Management: Build and maintain long-term relationships with the partnered Fibre Network operators.
• Billing Oversight: Ensure that revenue growth was in accordance with the projected MSA.
• Reporting: Give monthly reporting of the performance and targeted goals for each month.
• Client Relationship: Maintain a good working relationship with our partnered FNO's, our support staff, and ultimately, our end-users.

Promoted to Project Coordinator to oversee FNO accounts, facilitating pricing adjustments, managing promotional activities, organising meetings, and ensuring resource support for team members.

• Facilitate Pricing. FNOs adjust their product prices from time to time, and this forms part of my responsibility to ensure that the company aligns its pricing to meet the desired revenue.
• Promote Promotions: Our FNO's often conduct promotions to increase sales; therefore, we, in turn, as the ISP, need to cater to their promotions and absorb them with the intention of extending them to our clients.
• Communications & meetings: Organize meetings, prepare agendas, record meeting minutes, and prepare POA.
• Resource Support: Ensure that team members and support staff have the necessary tools to execute their duties.

• Community Aid: Our main focus was providing meals to low-income households, particularly households where there were no breadwinners.
• Unsupported Progeny: Another focal point of intervention that we made was to provide lunch for children who often went to school and returned with empty stomachs.
• Supporting Structures: Donations were welcomed from all willing persons and organisations. Our best method to obtain donations was through local churches, as they were also part of the communities; therefore, they were empathetic with our cause.
• Conflict Approach: As a volunteer, I learned to manage complaints with calm, clear communication and problem-solving.

• Spearheaded initiatives to integrate cutting-edge technology into operational practices, elevating capability and response times.
• Led multidisciplinary teams in high-stress environments, optimising response strategies to achieve mission objectives. We taught and maintained discipline even through severe weather conditions.
• Mentored junior members, nurturing leadership skills and promoting independence throughout our quarterly camps.