Thandeka Mkhize

Key Responsibilities:
1. Managing Ticketing Operations:
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Oversee daily ticketing operations, including FX20 orders, distribution, and customer service.
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Assign and manage job cards for all field technicians.
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Plan efficient routes to save costs.
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Process stock requests, orders, and update tracking sheets.
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Issue job cards and delivery notes for equipment dispatch.
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Update ticket statuses with notes on dispatches, delays, and estimated completion times.
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Follow up on job card completions with field techs and their line supervisors.
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Ensure timely closure of completed tickets and investigate re-opened ones to resolve issues efficiently.
2. Team Management:
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Manage the Tier 1 team and their day-to-day activities
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Management of Tier 1 stand-by roster schedule
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Ensure all field technicians report technical issues directly to you or via their respective supervisors.
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Assign and maintain user access profiles.
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Communicate high-priority tasks and ensure timely actions.
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Provide support for user issues, such as incorrect addresses, connectivity, or equipment faults.
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Conduct training for new and existing staff on the ticketing system.
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Audit ticket actions and travel claims for team payments.
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Monitor and report team performance.

3. Admin Duties:
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Manage user and permission updates.
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Keep incident templates and troubleshooting guides current.
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Implement automation for scheduled reports and SLA agreements.
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Ensure ticket classifications and merchant references are up to date.
4. Stakeholder Liaison:
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Collaborate with warehouse teams on equipment needs and dispatches.
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Coordinate with Tier 1 and call centers on contact updates for unreachable merchants.
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Liaise with Tier 2, Resolutions and finance for warranty-related issues and discrepancies.
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Engage with relevant departments for escalations and exceptions.
5. Compliance Monitoring:
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Ensure tickets are logged and processed correctly, avoiding duplicates.
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Verify job card accuracy, delivery notes, and merchant feedback.
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Monitor ticket processing timelines for Tier 1, Tier 2 and Resolutions departments, ensuring tickets are resolved within the given SLA guidelines.
6. Reporting:
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Prepare bi-monthly and quarterly performance reports.
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Set up automated weekly reports for regions and departments.
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Create ad hoc reports as required.
7. Customer Service:
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Address inquiries, complaints, and merchant issues forwarded by the call center.
8. Specialized Ticketing Campaigns:
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Manage and track ticketing campaigns, such as software updates and terminal projects.
9. Additional Tasks:
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Assist with quotes and invoicing as needed.
• Support special projects, including Jobs Fund rollouts and merchant compliance verifications.

• Evaluated processes to create efficiencies with staff, resources and processes.

• Management of various projects:
• Development of an automated Loans collection portal
• Development and design of the Loans company website
• Credit Wellness program
• Customer pathways and Conversation tool
• Document Control
• Develop project plans that identify resource needs
• Host project meetings once a week with team and managers
• Provide feedback, advice, project updates and encouragement to team members
• Manage deadlines and push the team to ensure timeliness
• Coordinate with vendors and suppliers as needed
• Evaluating internal processes and make recommendations for improvement
• Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Identified plans and resources required to meet project goals and objectives.
• Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.

• Team Management:
• Set and communicate monthly targets for loans team
• Host weekly status meeting
• Make sure that targets are measured weekly
• Report any concerns - quality of sites or paperwork submitted
• Internal stakeholder management:
• Communicate targets with respective departments for leads
• Draft and circulate processes and criteria for loan qualification
• Ensure that all paperwork regarding a request for a loan is received completed from the Area Managers
• Loan processing:
• Check paperwork compliance
• Verify that the Merchant qualifies for requested loan within the business parameters - i.e. Turnover; behaviors as well as duration as an Apay merchant
• Loan application loaded on the system to obtain affordability
• Pull and analyze Credit Report
• Call Merchant and explain the rules around the loan, repayment process, amount qualified for
• Obtain approval from MD to grant Loan
• Load the approved amounts on to Banking for authorization
• Prepare Welcome letter/Loan confirmation letter
• Filing the Loan applications
• Update all relevant spreadsheets - Loan distribution schedule
• Monthly and quarterly reports:
• Update monthly loan book as well as site performance reports
• Update loan balances and reconcile on the loan system
• Reconcile monthly collections with finance report
• Attending bi-weekly OPEX meetings
• Attending monthly OPEX exco meetings

• Weekly reporting:
• Detailed stock report
• Shortfalls and planning
• High level view on indicators - product Adoption and Retention numbers
• Dashboard of sites signed up, installed, trained and coached
• Creating and circulating telephone time report for the Call center
• Work hand in hand with COO
• Draft and implement interdepartmental workflow and processes
• Advise on logistical planning and setting up of targets
• Ensure team efficiency, motivation and clear communication on targets and deliverables
• Follow up on different managers to ensure accountability
• Manage incentive - summary of targets, audit results, send report to COO and HR if needed
• Use initiative to report any issues affecting performance and delivery
• Be the link/ middle man to communicate any updates or issues, for both management and staff
• Facilitate and minute operations meetings
• Shadow COO in her one-on-one operations meetings with Area managers
• Project manage AdHoc activities and tasks as given by COO

• Logistical planning for rollouts of the A2Pay Business Coaching Programs
• Planning and internal management
• Setting, communicating and maintaining timelines and priorities on every project
• Event experience and on the day management
• Oversee project procurement management:
• Cost and budget management
• Managing suppliers
• Speaker administration
• Monitor project progress and handle any issues that arise
• Act as the point of contact and communicate project status to all participants
• Delivering events on time, within budget, that meet expectations

• Managing the on-boarding department
• Making regular calls to our clients to follow up after training team has been to site, hand-holding and easing them into using our terminals
• Building an ongoing relationship with the new clients, making sure they are properly inducted before moving them over to the Call Centre department.
• Pulling daily sales figures and updating reporting portals
• Presenting to management, feedback and insights obtained from our interaction with the clients
• Organizing with the training team, follow-up training and re-visits to customers who are not performing well or struggling with using the terminals
• Motivating my team and customers so we can reach a 90% adoption of the terminal
• Making sure that every interaction the clients have with us is seamless, professional and memorable

• Training customers on the benefits and how to use our Point of Sale product
• Providing professional and exceptional customer service to our clients via face-to-face and on the phone
• Pulling weekly reports monitoring sales and performance
• Doing follow-up calls and visits, to further assist clients that are not adopting the system well

• Providing an efficient and professional frontline service to clients, suppliers, consultants and all business contacts.
• Compiling client status reports
• Attending weekly client status meetings
• Monthly report audits
• Budget tracking, monthly ledgers and creating CEs
• Managing petty cash
• Submitting quotes for purchase order processing
• Submitting team payment schedules
• Co-ordinate recruitment and selection including advertising, short listing applicants and correspondence.
• Sourcing and booking accommodation and travel for training conferences
• Facilitate team training
• Team management
• Quality control- conducting field visits
• Briefing in studio and production elements
• Filing, data capturing and maintaining records
• Updating planning schedules
• Ordering and tracking stock
• Keeping track of all Asset movement

• Liaising with schools for road show performances
• First point of contact with the school, representing the brand and giving feedback back to supervisor
• Making sure school completes evaluation forms
• Building and maintaining relationships with the schools
• Distributing and explaining educational content to teachers and principals
• Team management
• Making sure team set-up and performance runs smoothly
• Explaining competition mechanics, driving entries and collection of entries at end of campaign

• Knowledge of casino layout and different departments
• Updating Guest Accounts
• Adhering to guest requests
• Keeping up-to-date with current promotions
• Acting as information center for guests queries
• Customer service advisor via face-to-face, telephone and email communication
• Administrative duties