Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tlatlaru Thapelo Edmond Mampa

Service Manager
Midrand

Summary

Dynamic Service Manager with a proven track record in enhancing customer satisfaction through strategic service improvements and relationship building. Skilled in problem-solving and team leadership, I successfully reduced service downtime and increased revenue by upselling services, fostering a culture of continuous improvement among staff.

Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.

Overview

8
8
years of professional experience
5
5
Certifications

Work History

Service Manager

Gaproc Media
09.2024 - Current
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Monitored service staff performance and provided feedback for improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
  • Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
  • Implemented customer feedback system to gather insights and identify areas for service improvement.
  • Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
  • Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Site Manager

AVT
02.2023 - 08.2024
  • Created weekly and monthly reports and presentations for management team.
  • Maintained records and logs of work performed and materials and equipment used.
  • Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
  • Monitored, coached, and supervised team of technicians
  • Resolved issues between employees and customers using company policies.
  • Conducted regular site meetings with team members, fostering open communication channels for efficient problem-solving and progress updates.
  • Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
  • Complied with safe operating practices and assessed operational procedures against best practices.
  • Implemented cost-saving measures, identifying areas for improvement in material procurement and labor utilization.
  • Improved client satisfaction with timely project completion through effective communication and coordination among team members.
  • Oversaw budget management, consistently delivering projects within allocated financial resources.
  • Assumed responsibility for personnel deployed to work site.
  • Established clear lines of communication among various departments involved in the implementation/intergration process to ensure seamless collaboration toward shared objectives.
  • Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
  • Inspected cleanliness of common areas and offices.
  • Maintained detailed records of all site activities, providing valuable data for future planning efforts and analysis of best practices in site management techniques.
  • Coordinated site investigations, documented issues, and escalated to executive teams.
  • Conducted thorough risk assessments to proactively address potential issues before they escalated into costly problems.
  • Managed change orders effectively, minimizing disruptions to project timelines and ensuring client satisfaction through prompt resolution of issues.
  • Managed site logistics to minimize disruptions and maintain clean and safe work environment.
  • Led cross-functional teams to ensure seamless collaboration between departments, enhancing overall project efficiency.

Managed Services Engineer

Dimension Data
04.2017 - 01.2023
  • Provide Support for over 300 Vodacom Group
    Boardrooms in South Africa and Africa.
  • Configuration of Video Conferencing devices on
    Cisco TMS and Call Routes on Call Manager.
  • Configuration and Integration of MS Teams to Cisco
    Environment.
  • Completed preventive maintenance on set schedules.
  • Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Improved equipment efficiency by performing regular maintenance and calibration of complex machinery.
  • Assisted in the design and installation of advanced technology upgrades, resulting in increased productivity levels.
  • Monitored and enforced safety measures to mitigate hazards.
  • Mentored junior technicians, providing guidance on best practices to enhance their skills and knowledge base.
  • Conducted tests of components and systems to evaluate performance and identify concerns.
  • Exceeded customer expectations during field service visits by demonstrating professionalism, technical expertise, and excellent communication skills.
  • Provided exceptional customer support, resolving technical issues quickly and efficiently.
  • Installed new systems and parts with efficient approach.
  • Diagnosed problems with AV VC equipment by applying technical knowledge and troubleshooting skills.
  • Managed inventory control, ensuring accurate tracking of parts and supplies for seamless operations.
  • Collaborated with cross-functional teams to successfully complete high-priority projects on time and within budget.
  • Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
  • Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end users.
  • Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
  • Completed reports detailing network and systems performance and downtime issues.

Education

Technical Team Management -

University of Cape Town
Get Smarter
04.2001 -

Information Technology And Computer Sciences NQF 4 -

Capricorn TVET College
Polokwane
04.2001 -

Skills

Relationship building

Customer service management

Problem-solving

Work Planning and Prioritization

Service documentation

Team collaboration and leadership

Critical thinking

Continuous improvement

Staff motivation

Service quality management

Documentation and reporting

KPI monitoring

Project planning

Certification

Microsoft 365 Teams - Administrator Associate

Timeline

Service Manager

Gaproc Media
09.2024 - Current

Site Manager

AVT
02.2023 - 08.2024

Managed Services Engineer

Dimension Data
04.2017 - 01.2023

Technical Team Management -

University of Cape Town
04.2001 -

Information Technology And Computer Sciences NQF 4 -

Capricorn TVET College
04.2001 -

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Tlatlaru Thapelo Edmond MampaService Manager