Musa Lucretia Ngonyama
Administrative Coordinator & Manager
Johannesburg,GP
Summary
Dedicated Customer Satisfaction Agent with a focus on delivering positive experiences to drive loyalty and repeat business. Skilled in orchestrating optimal resource utilization to meet operational demands effectively. Exceptional Sales Leader with strong judgment, planning abilities, and interpersonal communication skills.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
General Manager
Mount Olivet Prayer Mountain
01.2024 - Current
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Drove revenue growth by identifying and penetrating new market segments with tailored marketing strategies.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Formulated policies and procedures to streamline operations.
- Developed and implemented strategies to increase sales and profitability.
Retention Specialist
Comcast Xfinity
07.2023 - 01.2024
- Secured new clients and retained existing clients through inbound activity and outbound calls
- Collected data on service trends based on client feedback
- Recorded and responded to client complaints
- Negotiated & developed strategies to renew contracts & retain business
- Measured key performance metrics related to retention efforts
- Analyzed customer behavior, writing and presenting customer behavior reports
Technical Associate
Comcast Xfinity
02.2022 - 12.2023
- Configured Gateway' set-top box and CDV activations
- Configured networks and operating systems
- Offered expert product and service support, upsell and recommended service upgrades
- Offered technical support to Xfinity customers in order to resolve technical issues related to internet, applications, cable services, electronic systems and devices as well as landline and mobile services
- Diagnosed & repairing faults, in order to resolving network & connectivity issues
Accounts Billing Agent
Comcast Xfinity
07.2023 - 12.2023
- Accurately process sales tax, fees and other miscellaneous charges
- Process, track and maintain account records accurately
- Communicate billing details & explain intermediate account information to the client with focus on resolving a delinquent customer balance
- Educate about billing cycles, processes, and prorates to ensure that clients understand their statements
- Correct discrepancies on clients' billing statements and researches customer billing situations as necessary
- Prepare billing reconciliations and root cause analysis & accurately calculates and communicates fees
- Process billing set-up for customers accurately and timely for invoice runs
- Serve as the liaison between Xfinity and the customer
- Address customers' needs and concerns as quickly and effectively as possible to develop and maintain strong relationships
- Assist in the development and implementation of marketing strategies to increase brand awareness and customer engagement
- Conduct market research and provide insights to increase business revenue
- Manage customer accounts and create engaging content to promote account upgrades and market Xfinity products and services
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Accounts Management Agent
Comcast Xfinity
12.2022 - 06.2023
- Accurately process sales tax, fees and other miscellaneous charges
- Process, track and maintain account records accurately
- Communicate billing details & explain intermediate account information to the client with focus on resolving a delinquent customer balance
- Educate about billing cycles, processes, and prorates to ensure that clients understand their statements
- Correct discrepancies on clients' billing statements and researches customer billing situations as necessary
- Prepare billing reconciliations and root cause analysis & accurately calculates and communicates fees
- Process billing set-up for customers accurately and timely for invoice runs
- Serve as the liaison between Xfinity and the customer
- Address customers' needs and concerns as quickly and effectively as possible to develop and maintain strong relationships
- Assist in the development and implementation of marketing strategies to increase brand awareness and customer engagement
- Conduct market research and provide insights to increase business revenue
- Manage customer accounts and create engaging content to promote account upgrades and market Xfinity products and services
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Store Manager & Front Desk Coordinator
Sorbet Group
08.2019 - 04.2021
- Welcomed guests, administered guest registration, appointment scheduling and diary management, liaised between professional staff and guests
- Citizen Management: supervised and motivated staff to increase customer satisfaction and improve business performance
- Administered HR duties, roaster management & and process monthly payroll
- Processed payment & manage cash takings and daily/ monthly banking
- Balance store cash flow and administering receipts
- Merchandised/ FMCG, retail administration and procurement of goods and services
- Inventory control and Invoice management
- Receiving and Dispatch protocol (Inter branch)
Computer Applications Facilitator
John Orr Technical High/ ORT SA
08.2018 - 09.2019
- Trained of basic Computer Applications
- Maintained computer hardware and software applications within the learning environment
- Monitored school learners in the computer lab for the purpose of identifying required assistance and ensuring a safe and positive learning environment
Learner Admin Officer
John Orr Technical High
07.2018 - 07.2018
- Implemented actions that improve the school's quality of administration to shape and uphold the vision of the school
- Ensured the school complies with relevant laws and regulations
- Addressed or transferred all incoming staff, parent and student queries through relevant bodies and channels
- Processed communication with learners, parents, Department of Education and the public through circulars, email, SMS, telephone as well as social media
- Handle general school administrative & filing tasks
General Worker
John Orr Technical High
03.2017 - 06.2017
- Setup audio visual aid and PA systems as required and monitored maintenance of audio visual aids
- Prepared boardroom, staffroom, school hall and auditorium furniture, refreshments and equipment for school activities or meetings and events
- Cleaned and create an orderly working environment, clean offices, staff room and classrooms according to school standards
- Monitored school's feeding scheme, prepared meals and refreshments for learners
- Ordered and purchased supplies for the feeding scheme
- Monitored staff kitchen housekeeping procedures and replenish refreshments
- Responsible for basic gardening as well school's recycling program to aid feeding scheme
- Responsible for inventory cleaning equipment and tools
Business Developer
Lliwo Consulting
03.2015 - 12.2016
- Identified new business opportunities & maintained relationships with existing clients
- Worked closely with the business owner on a business growth strategy and devised an action plan with goals and objectives
- Researched business trends & growth strategies while exploring opportunities to submit requests for proposals and created strategic alliances within the business
- Organized community outreach initiatives, such as company open houses and speaking events as well as corporate social responsibility
- Organized training, coaching or mentorship for company employees
- PR representation: administered regular blogs for the company website & social media platforms
Learnership Host
Saxon Boutique Hotel, Villa's and Spa
05.2014 - 12.2014
- Welcomed guests in a friendly and professional manner
- Addressed Check in- Check out procedures, distributed room keys
- Provided information about facilities, programs and other services of the establishment
- Addressed queries and escalated guest complaints
- Managed online, phone and in-person room reservations
- Handled payment, invoicing, petty cash and daily banking as per establishment process
- Arranged transportation and excursions upon guest request
- Provided information and recommendations on local features & attractions
- Maintained monthly, weekly and daily report of transactions
- Entered transactions into accounts receivable system, cash register or cash receipt journal/log
- Authorize various transactions, such as refunds, voids, and cash drawer reconciliations
- Balanced cash, vouchers and EFT receipts as well as online payments
- Submitted cash & supporting documentation to the Cash Collection Point Supervisor at the end of their shift
- Managed admin budgets, logistics and events or meetings
- Administer stationery orders & reception stationery shop
- Handled scheduling, record-keeping and reporting of learner transcripts, transfers, learner profiles, attendance and absence
- Monitored Sick Bay admission and learner pass-outs/ Facilitated First Aid
- Organized all administrative tasks related to applications & placements
- Administered enrolment queries, processed new school applications and setup enrolment interviews and aptitude tests
- Organized & conduct school excursions & Open Days
Payment Point Operator
Fedics Tsebo Solutions
05.2014 - 11.2014
- Conducted payment transactions and provide receipts to customer
PA to General Manager
Acorn Lane Guest House
05.2012 - 01.2013
- Acted as a first point of contact for the GM's attention, liaised with staff, suppliers and clients
- Typed, compiled and prepared reports, presentations and correspondence also managed databases and filing systems and filing of expenses
- Managed GM's diary by organizing meetings, appointments and running personal errands
- Reminding the GM with regards important tasks and deadlines
- Arranged travel, transport and accommodation for GM as per company procedure
- Assisted with banqueting management in ordering and purchasing of supplies and amenities of the establishment
- Implemented and maintained administrative procedures & systems
- Performed miscellaneous tasks to support the GM, which will varied day by day as per the establishment
Field Campaign Supervisor
Tradeway Promotions
01.2009 - 12.2010
- Coordinate instore training and scheduling
- Capture marketing evidence and data sales
- Capturing timesheets
Education
Grade 12 - National Senior Certificate
Florida Park High School
01.2003 - 01.2008
N4 - Hospitality Reception
CATHSETA
IT Bridging Course - End User
ORT SA
IT Essentials - Introduction to Coding
Cisco Networking Academy
Business Enterprise Training - undefined
ORT SA
YES Programme - Administration and General Office Management
ORT SA
N4 - Legal Secretary Studies
OXBRIDGE ACADEMY
Skills
Workplace Ethics
undefinedAdditional Information - Location
2943 Extension M, Soshanguve, Gauteng, 0152
Achieved Softwares And Systems
- Gauteng Online
- Intermediate MS
- Einstein 360
- ESP Online
- MANN300
- SA Sams
- Semper
- CANVA
- Galileo
- TEAMS
- CSG
- ARCS
- ECM
- CMS
Timeline
General Manager
Mount Olivet Prayer Mountain
01.2024 - Current
Retention Specialist
Comcast Xfinity
07.2023 - 01.2024
Accounts Billing Agent
Comcast Xfinity
07.2023 - 12.2023
Accounts Management Agent
Comcast Xfinity
12.2022 - 06.2023
Technical Associate
Comcast Xfinity
02.2022 - 12.2023
Store Manager & Front Desk Coordinator
Sorbet Group
08.2019 - 04.2021
Computer Applications Facilitator
John Orr Technical High/ ORT SA
08.2018 - 09.2019
Learner Admin Officer
John Orr Technical High
07.2018 - 07.2018
General Worker
John Orr Technical High
03.2017 - 06.2017
Business Developer
Lliwo Consulting
03.2015 - 12.2016
Learnership Host
Saxon Boutique Hotel, Villa's and Spa
05.2014 - 12.2014
Payment Point Operator
Fedics Tsebo Solutions
05.2014 - 11.2014
PA to General Manager
Acorn Lane Guest House
05.2012 - 01.2013
Field Campaign Supervisor
Tradeway Promotions
01.2009 - 12.2010
Grade 12 - National Senior Certificate
Florida Park High School
01.2003 - 01.2008
N4 - Hospitality Reception
CATHSETA
IT Bridging Course - End User
ORT SA
IT Essentials - Introduction to Coding
Cisco Networking Academy
Business Enterprise Training - undefined
ORT SA
YES Programme - Administration and General Office Management
ORT SA
N4 - Legal Secretary Studies
OXBRIDGE ACADEMY
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