Thula Miya

• Stakeholder relationship management
• Project management
• SLA management
• Stakeholder engagement
• Stakeholder performance stats and reports
• Customer attrition engagements
• Customer service ambassador
• Ensure client satisfaction
• Facilitate the delivery of service.
• Develop and maintain service excellence.
• Implement process enhancements, and drive efficiency in service delivery.
• Identify and manage service delivery risks.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
• Worked with vendors to schedule weekly,monthly service delivery meetings.

• Service Delivery
• Custodian of customer communication in the NOC
• Performance of NPS(Customer Experience)surveys analysis and implementation of a resulting service improvement strategy.
• Continuous improvement in incident management and integration of the incident management process with other IT Management processes for the NOC.
• Management of KPIs and SLAs.
• Dealing with Outsourced partners.
• Field operations scheduling.
• Handling escalations.
• Creation of RFO/RCA reports.
• Monthly Service Review Reports & their Presentation to Stakeholders.
• Management of CRM systems.
• Management of the NOC Alert Dashboard.
• Chairing Labour Disciplinary Meetings.
• Chairing Labour Grievance Meetings.

Led a team of 20 Customer Engineers who provided diagnostic, testing,tracking , escalation , dispatching using a range of specialized systems focusing on critical technology such as Metro Ethernet, VPNS, Martis, Diginet,ISDN-PRI , 2MEG etc. Inbound/Outbound UIP Contact Centre Telephony.

• Business Convergence Systems BCC & Mercury/Maslow
• KPI's ATTR Targets
• SLA Management
• Escalations
• Testing of all Service Types
• Staff Scheduling / Shift Roster
• Quality management >Processes>Etiquette
• Service Management Liaison
• Staff Leave Management
• SAP Shift management>Remuneration>overtime
• SAP Staff records maintenance
• Staff motivation
• Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.

• To ensure customer loyalty by providing an excellent on-line Service for fault handling.
• Contact Centre Systems [Aspect Unified IP, Web Powered Agent, Rockwell] to ensure they are fully functional Responsible for team management in Accordance with the section's management model.
• Responsible for a team of 12 OP1 Technical Officers Developing and execution of strategy for successfully:.
• Ensuring adherence to Telkom policies.
• Effective Conflict Management.
• Change Management.
• Customer Needs.
• Managing Diversity.
• Resource Management.
• Shift development and management.
• Telkom Procedures.
• Eric product Sales
• Execution of the Business Plan.
• Effectively implementing Performance Management System.
• Effectively implementing A Development Plan.
• Maintaining and exceeding set targets of Service Level, Average Handle Time, Market Intelligence Ensuring seamless operation on Telkom ITIL based projects the Mercury project [Maslow] and CRM SOC [BCC] project.
• Ensuring correct execution of Smart Access after hours processes Ensuring correct execution of CBAC [Business Call centre] afterhours Processes - e.g.
• Fault Forwards, escalations , destination changes etc.

• To monitor, manage and drive work orders to complete today's Work today.
• To identify and remove obstacles where they are to at least complete those proactive and reactive orders in the shortest time without compromising our SLA's with our valued customers.
• As acting Ops specialist my role serves as the 1st line of support To Dispatchers The focus is on increasing efficiencies handling exceptions on Regions allocated per Specialist ensuring minimum interference with the auto running and dispatching of Advantex.
• Analyzing the following reports, summarizing them for dispatchers and tracking of progress :

- Tech Availability report Techs logged on without a shift

- Verification report ensuring all arears are claimed for the day

- Orders Suspended orders 48hrs and above Appointments ensuring

they are not missed

- Ageing orders ensuring minimum days 3 or less MDF orders minimum days 3 or less

- Shift optimization / Productivity report Conducting investigations

escalating results to Dispatchers for Rectification, engaging

operational managers e.g.

• Handling telephonic escalations Making recommendations to improve efficiencies in Dispatch Submitting a weekly report to the workflow manager.

• Responsible for the following for Shift group staff availability
• Ensuring that all regions are covered
• Equal distribution of calls
• Monitoring workload
• Escalations from ERAC, Activity management, Access View, Martis Surveillance
• Making decisions, delegating work
• Actioning BCP [Business Contingency plan] in case systems being down.

I have 12 years of experience as a Health and Safety Representative in Telkom SA, where I have held this position voluntarily across various locations and positions. My roles have included Field Technician in Durban, Field Coordinator in Cape Town, and Dispatch Analyst in Centurion. During my time in these positions as safety representative , I have conducted site inspections, tool inspections, incident investigations, and documentation related to safety incidents. I have enforced safety gear inspections and facilitated health and safety training for my colleagues, ensuring compliance with safety regulations.

The administration of both manual and automated processes enhances dispatch management and job allocation within the Telkom network using Advantex. This system facilitates seamless real-time data and communication between mobile workforce devices (laptops and cell phones) and integrated systems like Webforce and Unibase, which are crucial for workforce management in the dispatch environment.

Key functionalities include:

- **Global Settings Management**: Ensuring accurate configurations for core, date, time, and region, along with the effective claim of daily ad-hoc areas.

- **Scheduling**: Ensuring that all dispatchable technicians have assigned shifts, enabling efficient job allocation based on customer appointments, technician skills, travel distance, and priority.

- **Resource Optimization**: Promoting the consolidation of resources by assigning the same technician to common-location tickets and ensuring technicians log in promptly to allow equitable work distribution.

- **Escalation and Reporting**:

Monitoring and escalating issues such as technician suspensions exceeding 48 hours, outstanding work, and analyzing key metrics like missed appointments, lost orders, and aging orders to the relevant teams for urgent resolution.

- **Performance Analysis**:

Regularly reviewing technician performance to identify issues, such as avoiding auto-dispatch or engaging in non-productive tasks, and collaborating with operations management to find solutions. Overall, the goal is to ensure urgent tasks are dispatched within 15 minutes of arrival in the dispatch area, addressing system faults and urgent escalations efficiently.

• Prioritizing work for a team of 34 technical officers checking and escalating appointments, creating bulk Faults, reporting cable breaks Liaison between the various business units, Divert control, Debis rendering telephonic technical assistance to technical officers.
• Comprehension and working with new workflow management systems as they are introduced and improved from time to time CBS, TFM, WEBFORCE, ADVANTEX etc.
• System Administration for Advantex Moving technicians into high workload areas Changing sub areas Creating shifts Creating ad-hoc shifts Deleting shifts Handling escalations,re-scheduling missed appointments with clients and calling customers to give them earlier dates.
• Evaluated and adjusted over [15] routes based on daily needs, available workers, traffic hazards and weather conditions.

• Network Field Operations Telkom - Durban Isipingo Digital Enhanced Cordless Tele Surveyor [DECT] Doing pre-surveys (GPS) tracking and marking of new Customers, signal strength testing and allocation of sectors (RSSI meter) Fulfilment and assurance DECT and copper lines,Data,Digital pair gain systems in rural and peri-urban areas.
• Support field co-ordinator responsible for dispatching, clearing and Updating information on CBS, compilation of daily stats.
• Procurement duties for the section Safety representative responsible for safety issues in and out of ,attending safety meetings, taking part in IOD investigations, writing of reports Acting supervisor, attending meetings, making decisions, doing tool checks, vehicle checks, log book checks, liaising with other business units Customer Fault handling [CFH],Cables, planning Compilation and submition of daily stats to manager.