Summary
Overview
Work History
Education
Skills
Previous Occupation
Current Education
Job Experience Summary
Personal Profile Summary
Educational Background
Current Occupation
Certification
Work Availability
Quote
Timeline
Receptionist
Nelson Mathabathe

Nelson Mathabathe

Johannesburg

Summary

Prudent Business Intelligence Analyst with 7 years providing employers with valuable and actionable data to drive profit growth. Practiced at filtering information to find and highlight vital metrics and revelatory findings. Keen support business growth by leveraging intelligence assets to predict and reveal optimal business strategies.

Prodigious Customer Service Consultant accomplished at processing large-scale stores of disorganized data into harmonious and accessible Business Intelligence tools. Deft at providing easily understood dashboards and tools. Noted creator of media accessible to anyone from senior executives to customer service personnel.


Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

13
13
years of professional experience
1
1
Certification

Work History

CRM Consultant

EduSciMat (Pty) Ltd
10.2020 - 07.2023
  • Directed implementation of new business intelligence tools, selecting appropriate solutions and aiding in corresponding onboarding processes.
  • Drafted strategic business intelligence roadmap, complete with data governance policies and tactical information safeguards.
  • Developed intelligence-sharing dashboards, providing company-wide access to collected data.
  • Handled massive quantities of business intelligence data, personally managing as much as 8 terabytes.
  • Handled massive quantities of business intelligence data, personally managing as much as 8 terabytes.
  • Collected data from wide-ranging sources.
  • Integrated BI assets into customer relationship management tasks, improving service personnel's available intelligence.
  • Designed customized data collection models for specific visualization tasks.
  • Created data analysis tools to allow teams to query acquired information for unique details.
  • Utilized data visualization techniques to present and explain complex data sets.
  • Implemented business intelligence solutions to increase operational efficiency.
  • Generated ad-hoc reports to evaluate specific business requirements.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Developed complex dashboard and reporting tools to track business performance metrics.
  • Optimized data access and storage to improve performance of analytics systems.
  • Generated standard and custom reports to provide insights into business performance.
  • Designed and developed data pipelines to acquire, clean and process data.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Developed customized reports, summarizing and presenting data in visually appealing format.
  • Updated and developed scripts and queries to extract and analyze data from multiple sources.
  • Created dashboards to monitor and track key performance indicators.

CRM Administrator

Emeritus
01.2018 - 08.2020
  • Coordinate Sales and Marketing Teams, Monitor Customer Relations Strategies, Build Workflows to streamline Sales and Marketing Strategies, Update accounts and Contacts in the CRM System, Ensures CRM System provides an effective Sales funnel, Client Data Organization and Centralization, SQL Database/Server & Cloud Computing, Lead and Customer Segmentation, Analytics and Automated Reports
  • Devised scripts and automation tools to improve system efficiency.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Implemented, developed and tested installation and update of file servers, print servers and application servers.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Diagnosed and resolved hardware and software issues.
  • Implemented and maintained virtual private networks.

Helpdesk Officer

EduSciMat (Pty) Ltd
05.2015 - 11.2017
  • Development and maintenance of excel tools using VBA, Data reconciliation between Legacy and incumbent SAP systems, Data cleansing using excel, CRM Customer Service Module, Data Migration & Technical Support, Case Management & Reporting
  • Responded promptly to incoming sales leads and requests for technical support.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided basic end-user troubleshooting and desktop support.
  • Provided on-call support for critical issues related to CRM Dynamics , SAGE Evolution, Power BI etc.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Scheduled staff and delivered training materials and information.

Customer Service Manager

Enlight Tech
01.2013 - 02.2015
  • Creating and designing test product documentation and usability scenarios, Simulation of tax payment processes using SAP and custom systems, Analysis and assessment of functional specifications against actual system implementation, System flow validation and security checks, including defect identification and Management
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Negotiated contracts with outside carriers to minimize costs to company and customers.
  • Kept accurate records to document customer service actions and discussions.
  • Took ownership of customer issues and followed problems through to resolution.
  • Researched and corrected customer concerns to promote company loyalty.

Market Research Consultant

Betsa Consulting
05.2010 - 01.2014
  • Identify IT business needs, document and propose a solution, Design a proposed IT solution system and plan implementation thereof, Create and maintain a website for the company, Configure LAN and software for office and mobile devices
  • Devised questionnaires, surveys and open forum discussions to generate real-time data collection from target demographic.
  • Utilized diverse research techniques and online or published data collection tools to amass key information or statistics, supporting business objectives.
  • Contributed social media content to increase brand visibility and value and promote new products.
  • Monitored marketing and sales trends to generate forecasts and measure effectiveness of campaigns.
  • Analyzed and consolidated data from different sources to generate campaign performance reports.
  • Scheduled interview appointments with respondents and created multiple questionnaires before commencing data collection.
  • Recorded accurate respondents' answers during interviews for future reference.
  • Met with supervisor to determine project scope, outline deliverables, or timelines and create action plan.
  • Conducted primary and secondary research to better understand customer needs and behaviors.
  • Established and managed relationships with external data providers and research vendors.
  • Implemented and supervised market research projects from start to finish with focus groups, surveys and interviews.
  • Identified appropriate marketing channels and target customers for campaigns.
  • Researched and evaluated potential new markets and products.
  • Collaborated with cross-functional teams to develop and implement market research strategies.
  • Created customized marketing materials to increase product awareness.
  • Used various market research tools and techniques to gather, analyze and interpret data.
  • Created and distributed surveys for data collection and analysis.
  • Generated reports to support development and implementation of marketing plans.
  • Developed questionnaires and facilitated focus group discussions.
  • Devised data visualization dashboards to make complex data more accessible to stakeholders.
  • Tracked key performance indicators to measure success of campaigns.

Education

Bachelor of Science And/with Education Degree - Education

University of Pretoria
Pretoria
11.2024

No Degree - Computer Networking And Telecommunications

Eltel Academy
Joannesburg
05.2022

No Degree - CRM Dyamics 365

Microsoft
Johannesburg
03.2018

No Degree - Retail Management

Limpopo College
Polokwane
08.2012

No Degree - Information Technology

Intuition College
Pretoria
09.2008

Skills

  • CRM
  • Power BI
  • Social Media & Digital Marketing
  • SQL Database/Server
  • Cloud Computing
  • Linux
  • Networking
  • Data Analytics
  • Business Intelligence Analysis
  • Data Dashboard Design
  • Business Intelligence Roadmap Design
  • Database Management
  • Data Warehousing
  • Process Development
  • Data Acquisition
  • Documentation
  • KPI Tracking
  • Intelligence Analysis
  • Data and Analytics
  • SQL and Databases
  • Computer Server Management
  • ERP Software
  • Business Requirements
  • Customer Communication
  • Technical Support
  • Tooling Design and Optimization
  • SWOT Analysis
  • Process Improvement
  • Business Intelligence Systems
  • Business Intelligence Testing
  • Web-Based Reporting Tools
  • Needs Assessments
  • Survey Development
  • Data Analysis Tool Design
  • Web-based reporting tools
  • Search Engine Optimization
  • Needs assessments

Previous Occupation

  • IT Support/Helpdesk
  • CRM Officer
  • Power Platform

Current Education

BEd: FET (EMS Senior Phase) to write special exam

Job Experience Summary

  • Emeritus, CRM Manager, 4 years, CRM Implementation, Advancement of Strategies, Plans and Systems
  • EduSciMat, CRM Officer, 4 years, Implementation, Customization & Configuration in Sales, Marketing & Customer Service
  • EduSciMat, Technical Helpdesk Manager, 3 years, CRM Customer Service Support
  • Enlight Tech, Software Tester & IT Technician, 9 months, Technical Support

Personal Profile Summary

I have proposed and successfully implemented MS Dynamics CRM at EduSciMat (Pty) Ltd and Emeritus. I have also worked in environments that involves a lot of change, with different teams, locations, remote and different industries on various IT subject matters. I have achieved technical and analytical skills that allows me to effectually investigate business systems, identifying options for improving enterprise data management and bridging the needs of any enterprise with the use of IT.

I have obtained my CRM certification with Microsoft Academy and Indian Institute of Management Bangalore and worked as a Software Tester & IT Technician. I then joined EduSciMat and Emeritus Academy and held Technical Helpdesk Manager and CRM manager respectively. I currently do remote work in the CRM marketing and sales field and offer Technical Support Roles.

Accomplished Customer Service Expert with a demonstrated expertise in coordinating service technicians to uphold impeccable service standards in regards to their interactions with clients. Adept at maintaining order in a fast-paced workspace to ensure a continuous flow and accomplishments of daily checklists.

Educational Background

  • Certification Microsoft Dynamics CRM Application: Specialist
  • Data Storage Systems & Networking
  • A+ CompTIA Security & N+ CompTIA Networking
  • Digital & Social Media Marketing
  • CompTIA Server +
  • CCNA (Routing & Switching)
  • MCSA SQL 2016 Database Administrator
  • Data Analytics
  • Power BI & Azure Fundamentals
  • Graphic Design

Current Occupation

  • CRM Manager
  • Technical Helpdesk Support
  • Virtual & Remote Agent

Certification

  • Certified CRM Dynamics 365 System Applications, Microsoft - 36 months

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

CRM Consultant

EduSciMat (Pty) Ltd
10.2020 - 07.2023

CRM Administrator

Emeritus
01.2018 - 08.2020

Helpdesk Officer

EduSciMat (Pty) Ltd
05.2015 - 11.2017

Customer Service Manager

Enlight Tech
01.2013 - 02.2015

Market Research Consultant

Betsa Consulting
05.2010 - 01.2014

Bachelor of Science And/with Education Degree - Education

University of Pretoria

No Degree - Computer Networking And Telecommunications

Eltel Academy

No Degree - CRM Dyamics 365

Microsoft

No Degree - Retail Management

Limpopo College

No Degree - Information Technology

Intuition College
  • Certified CRM Dynamics 365 System Applications, Microsoft - 36 months
Nelson Mathabathe