MS Dynamics CRM
Nathaniel Mketwe
Administration Manager: Contracts And Services
Daveyton
Summary
Dynamic Documentation Manager at Netstar with a proven track record in compliance monitoring and operational efficiency. Expert in workflow management, I led a diverse team to enhance performance and streamline processes, achieving significant improvements in data integrity and customer satisfaction. Committed to continuous improvement and fostering collaborative environments.
Overview
19
19
years of professional experience
8
8
Languages
Work History
Documentation Manager
Netstar
10.2013 - Current
- Lead and manage a team of administrators to effectively capture subscriber details and contractual agreements on behalf of the Commercial Sales team, and to support the technical teams to activate products and services.
- Assist the company’s legal team with subscriber agreement compliance to the legal framework and requirements.
- Ensure that the team is well trained and has the relevant knowledge to assess new subscriber applications for contractual compliance.
- Established service level agreements with internal partners and customers to effectively manage expectations.
- Leading the team by example, demonstrating commitment and professionalism that inspired team members to excel.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Streamlined operational workflows for increased efficiency, enabling team to handle increased workloads without compromising quality.
- Composed and maintained process documents to ensure consistency in process handling by the team.
- Conducted regular reviews of operations and identified areas for improvement.
- Coordinated cross-departmental meetings to establish shared goals, streamline operational processes and fostering collaborative work environment.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coordinated resources effectively to meet deadlines and achieve desired results.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Educated staff on organizational mission, values and goals to help employees achieve success.
- Developed team members’ skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team by setting clear and measurable targets.
- Monitored progress towards goals and providing constructive feedback as needed.
- Evaluated team member performance against established objectives, goals and targets during regular monthly reviews, offering praise for achievements or identifying areas requiring further development.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Assisted with interview and selection of new staff members to build team of top performers.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Generated reports detailing findings and recommendations.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Participated in audits related to contractual compliance, identifying areas for improvement and implementing corrective actions as needed.
- Established a function of data verification to continuously assess data integrity and quality of data input on the system.
- Continuously evaluated customer needs and feedback to drive product and service improvements.
Contracts Supervisor
Netstar
07.2008 - 09.2013
- Assist the manager with the day to day running of the contract administrative duties.
- Ensure that the service level agreements (SLA) are fulfilled by the administration team.
- Ensure that each member of the team is well trained and has the right knowledge to fulfill their daily duties.
- Ensure that the team follows due procedures and workflows when completing tasks by pulling and monitoring reports daily and weekly.
- Collaborate with the quality assurance team to assess data integrity and quality the team’s output.
- Collaborate with the Sales and technical teams to resolve contract related and fitment related queries.
- Provide ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Conducted regular team meetings to channel information and facilitate a productive discourse with team members.
- Conducted regular performance reviews on monthly basis with each team member.
- Coach and mentor the team members on performance and behavioral gaps identified in the review sessions.
- Manage conflict resolution among team members, fostering a positive and collaborative work environment.
- Assist with interview and selection of new staff members to build team of top performers.
Contracts Administrator
Netstar
07.2006 - 06.2008
- Demonstrated proficiency in data entry, contract modification and billing.
- Supported sales team by providing accurate documentation, expediting the sales process and improving overall efficiency.
- Collaborated with legal department to ensure compliance, minimizing potential risks and disputes.
- Worked closely with finance department to ensure accurate invoicing, payment tracking, and revenue recognition in alignment with contract terms.
- Organized electronic filing systems efficiently, allowing for easy retrieval of archived documents when necessary.
- Managed a high volume of contracts simultaneously, prioritising workload efficiently and meeting tight deadlines consistently.
- Contributed to improved quality control measures by identifying discrepancies in captured data and implementing corrective actions.
- Performed credit vetting on subscriber profiles where necessary as part of the application evaluation process.
- Assisted in product activation upon completion of tracking device installation.
- Assisted the sales personnel, technicians and other business partners with query arising from contract applications and installation discrepancies.
- Trained junior staff members on best practices in contract administration.
- Demonstrated strong time-management skills by consistently meeting or exceeding daily targets for data entry speed and accuracy.
- Contributed to a positive work environment through active participation in team meetings, sharing ideas about how to optimise workflows and troubleshoot challenges effectively.
- Maintained confidentiality of sensitive information while handling various types of documents, including financial records and customers’ personal details.
- Participated in cross-functional teams to develop new products or services, incorporating contractual requirements into project plans.
Education
Bachelor of Arts With Honors - Sociology
University of The Witwatersrand
Johannesburg, South Africa 04.2001 -
Matric - Matric
Abednigo Manana
Etwatwa, Daveyton 04.2001 -
Skills
Customer service
Problem-solving
Operational efficiency
Data logging
File management
Excellent communication
Analytical thinking
Relationship building
Archive management
Quality assurance
Analytical skills
Records compliance management
Software
MS Dynamics Field Service
MS Excel
MS Word
MS PowerPoint
Timeline
Documentation Manager
Netstar
10.2013 - Current
Contracts Supervisor
Netstar
07.2008 - 09.2013
Contracts Administrator
Netstar
07.2006 - 06.2008
Bachelor of Arts With Honors - Sociology
University of The Witwatersrand
04.2001 -
Matric - Matric
Abednigo Manana
04.2001 -