Open To Work
Ronelle C Adams
Kuilsriver
Summary
I am writing to express my interest in the position that is currently available with your company, as recently advertised. My passion for the Client/ Customer Care, Vehicle Tracking and Security sector is equally matched by my experience in it, and I am confident that I can help your company meet any challenges it faces in the future. My last employment was as a NOC Dispatcher, it a new and very exciting challenge I have grown and learnt and is still very eager in learning more regarding Telecommunication. As it's ever changing. The attached resume will provide a more complete overview of my accomplishments. However what it may not show is that I am a selfmotivated individual, who is able to perform well under pressure & who can bring to the table solid capabilities in areas such as customer care and office administration. Currently I am looking to join an exciting and ambitious organisation such as yours.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
28
28
years of professional experience
1993
1993
years of post-secondary education
Work History
Technical Officer
Mobax Group
02.2019 - 03.2025
- Interpret and analyse all faults received from NMGFM via Remedy
- Conduct 1st line investigation to determine the resource type required to resolve the task
- Prioritise tasks based on Severity with inputs from relevant regional role players and FSO
- Tasking of field resources by means of Remedy and Opscure
- Hand-over of assigned tasks to MBX Admin dispatcher for further fault coordination
- Provide 1st line high level support to field resources on RAN / TX and RF faults
- Monitor Transmission and RAN network and services to assist Mobax field resources with information.
- Diagnose and resolve faults remotely
- Apply network management tools effectively toward fault diagnosis and resolution.
- Notify and escalate major incidents as per the fault handling and escalations procedures.
- Liaise with internal and external support teams toward fault resolution.
- Continually evaluate and improve existing processes and systems.
- Analyse and report on routine and ad hoc investigations.
NOC Dispatcher
Mobax Group
Bellville
02.2018 - 02.2019
- Ensure that all network elements are dispatched timorously 24/7
- Gather feedback from tasks assigned to field technicians
- Report, handover and escalate all networks faults according to fault handling and escalation procedures within the prescribed service level agreements
- Communicated with drivers to provide route updates and instructions.
- Arranged for repairs to restore service and schedules.
Emergency Coordinator
Affinity Group
Bellville
03.2015 - 02.2018
- Manage teams of agents during day shifts and night shifts
- Coaching and development of agent to achieve various customer and company key performance indicators
- Set and achieve individual team standards and manage performance
- Communicate all relevant information to staff through team meetings and all other relevant communication methods
- Ensure team performance is in line with client KPI
- Handle incoming and outgoing customer calls
- Provide assistance services to multiple insurance companies (Roadside, Household, Taxi, Ambulance, hotel, medical bookings, etc.)
- Update clients on progress of assistance provided to members
- Assist members with their return home, when necessary
- Liaise with various service providers nationwide (assistance requests, documentation, invoices, etc.)
- Communicate relevant information to all key stakeholders in a timely manner (clients, medical facilities, insurance, families, etc.)
- Use the case management database to accurately input all case details, actions taken, and next steps
- Confirm insurance coverage details to service providers and members
- Review and interpret benefits plans
- Be available for rotational work on evenings and weekends
Control Room Operator
Phantom Burglar Alarm
Athlone
11.2014 - 03.2015
- Dispatching of response vehicles
- Monitoring/ Response of alarms received.
- General Office Admin
- Radio Monitoring
Control Room Operator
Mantis Security
Houghton
02.2014 - 10.2014
- Posting of security guards
- Booking of guards on duty
- Dispatching of response vehicles
- Monitoring/ Response of alarms received.
- General Office Admin
- Radio Monitoring
- Site observations
Licensing Admin
South African Music Rights Organization
Johannesburg
11.2012 - 09.2013
- Updating of Licensee premises
- Creating new Licenses
- Renewal of Licenses
- General office admin
Control Centre Operator
Tracker Network Emergency
Randburg
02.2010 - 08.2011
- Activation, track and de-activation of stolen vehicles fitted with a Tracker unit and all procedures related to the whole activation process.
- SAPS Liaison on all levels
- Co-ordinate the tracking process of Sought Motor vehicles
- Assistance to SAPS in Vehicle recoveries, crime scenes and investigations.
- Monitoring of Tracker Alert.
- Action alerts, inbound and outbound.
- Follow up queries.
- Maintain records, contracts, reports and stats.
- Data capturing.
- Monitoring Tracker Skytrax Signals and Activating Skytrax Stolen Vehicle and ensuring that the reports and stats are maintained
- Ensure that Customer Service Standards are maintained.
- Provide client service to both existing and prospective clients.
- Provide service within the region as well as other departments/regions/staff within Tracker.
- Assist customers with the release of their vehicles from Police custody.
- Responsible for non-recovery feedback
Data Capture/Office Support
Suricat Investigation
Sandton
12.2008 - 02.2010
- Capturing Daily Report
- Compiling reports for Investigators
- Online Occurrence Book entries
- Dispatching of response vehicles
- Inbound and out bound calls
- General Office Administration
- Ordering of stationary
Call Centre Agent
Standard Bank South Africa Home Loans
Johannesburg
02.2008 - 11.2008
- Inbound call centre agent
- Client account queries
- Issuing client tax certificates on request
- General queries
Call Centre Agent
Tracker Network
04.2002 - 09.2005
- Contribute towards maintaining AB rates & Service Levels within the department.
- Meet targets as per Key Performance Agreement.
- Ensuring that telephonic / electronic communication received within the Client Service Division is handled efficiently in line with SLA's and standards as a first priority; assisting with inbound calls as a 2nd priority or when requested by superior.
- Ensure that all call retrieval requests are handled effectively and relevant feedback provided to the client.
- Identifying concerns or trends in queries received; investigate & propose possible solutions
- Daily / weekly / monthly reporting on queries received
- Follow up on outstanding leads and/or queries.
- Ensure payment allocations are done.
- Credit note preparation.
- Do invoicing as part of query resolution & advance payments.
- Provide support to the regions, installers, Fitment Centres & other channels at Tracker Head Office.
- Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient client service such as Financial Queries, Data integrity campaigns, Handling of any client service calls or electronic communication
Senior Operator
Tracker Network Emergency Control Centre
Randburg
03.1997 - 04.2002
- Activation, track and de-activation of stolen vehicles fitted with a Tracker unit and all procedures related to the whole activation process.
- SAPS Liaison on all levels
- Co-ordinate the tracking process of Sought Motor vehicles
- Assistance to SAPS in Vehicle recoveries, crime scenes and investigations.
- Monitoring of Tracker Alert.
- Action alerts, inbound and outbound.
- Follow up queries.
- Maintain records, contracts, reports and stats.
- Data capturing.
- Monitoring Tracker Skytrax Signals and Activating Skytrax Stolen Vehicle and ensuring that the reports and stats are maintained
- Ensure that Customer Service Standards are maintained.
- Provide client service to both existing and prospective clients.
- Provide service within the region as well as other departments/regions/staff within Tracker.
- Assist customers with the release of their vehicles from Police custody.
- Responsible for non-recovery feedback
Education
Grade 12 - Afrikaans (1st Language), English (2nd Language), Biology, Geography, Biblical Studies, Needlework
Skills
- Netcool
- BMC Remedy
- NetAct
- Hauwei U2020
- SAIE
- WFM \ IFS
- Linixully PC Literate
- SQL Plus
- Willow (Account Package)
- On Line Intelligence(Electronic OB)
References
- Mobax Group, Sean Mc Lean, 0837092965, Keabetswa Mawasha, 0737455381
- Affinity Group, Sandra Le Roux, 0842761319, Lorenzo Waso, 0823239440
- Phantom Burglar Alarms, Ali Parker, 0822104001
- Mantis Security, John Mabena, 0114871000, Joshua Trapido, 0791997938
- Samro, Ivan Johnson, 0729498746
- Tracker Network, Renette Olivier, 0719536501, Renette Olivier, 0112075100
- Suricate Investigations, Sampi Prinsloo, 0112941010, Retief Coetzee, 0112941010
Languages
English
Upper Intermediate
B2
Afrikaans
Proficient
C2
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
R1/hr - R350/hrTimeline
Technical Officer
Mobax Group
02.2019 - 03.2025
NOC Dispatcher
Mobax Group
02.2018 - 02.2019
Emergency Coordinator
Affinity Group
03.2015 - 02.2018
Control Room Operator
Phantom Burglar Alarm
11.2014 - 03.2015
Control Room Operator
Mantis Security
02.2014 - 10.2014
Licensing Admin
South African Music Rights Organization
11.2012 - 09.2013
Control Centre Operator
Tracker Network Emergency
02.2010 - 08.2011
Data Capture/Office Support
Suricat Investigation
12.2008 - 02.2010
Call Centre Agent
Standard Bank South Africa Home Loans
02.2008 - 11.2008
Call Centre Agent
Tracker Network
04.2002 - 09.2005
Senior Operator
Tracker Network Emergency Control Centre
03.1997 - 04.2002