Tobeka Bobani - Senior Practitioner(Supervisor): Support Services

Summary

I have fourteen (14) years which consist but not limited to Executive Assistant, Secretariat, Administration, Events Coordination, Project Management, Diary Management, Logistical Arrangements, Stakeholder Relations, Records Management, Supply Chain Management, Asset Management, Training and Human Resources at the Department of Employment and Labour.

Three (3) years Quality Assurance, Research, Assistant Policy Development and Change Management experience in Operations at Old Mutual (SA).

Three (3) years in Customer Services experience in Call Centre at Old Mutual (SA).

I am organized, resilient and dependable candidate successful at managing multiple priorities with a positive attitude. I am always willing to take on added responsibilities to meet team goals. I seek a full-time position that offers professional challenges were I will utilize my interpersonal skills, excellent time management and problem-solving skills.

Overview

7

years of professional experience

Work History

Senior Practitioner(Supervisor): Support Services

DEPARTMENT OF EMPLOYMENT AND LABOUR (UIF)

Cape Town

3 2010 - 05.2024

Manage and monitor the provision of high level of administrative, planning and co-ordination of activities and support services in the office of the Executive Director.
Coordinated travel arrangements for executives, facilitating smooth business trips with minimal disruption to their schedules.
Assisted in the development of office procedures and training materials, resulting in increased staff efficiency.
Supported human resources functions by assisting with recruitment efforts including reviewing resumes, scheduling interviews, conducting background checks.
Enhanced office efficiency by streamlining administrative processes and implementing time-saving tools.
Improved inter-departmental communication by fostering a collaborative work environment among team members.
Ensured accurate inventory management through effective purchasing procedures and vendor relations practices.
Managed high-volume phone lines, directing calls to appropriate personnel and ensuring prompt customer service.
Facilitated timely completion of projects through effective coordination of project resources and regular progress updates to stakeholders.
Supported event planning efforts, coordinating logistics for meetings, conferences, and other corporate gatherings.
Provided exceptional customer service by promptly addressing inquiries from clients, vendors, or internal staff members via phone or email correspondence.
Assisted in budget tracking and expense reporting, ensuring financial accuracy and adherence to company policies.
Safeguarded confidential information by maintaining organized filing systems for both physical and digital records.
Increased productivity with comprehensive calendar management for multiple team members, including scheduling appointments and prioritizing tasks.
Reduced errors in documentation by implementing thorough proofreading and editing procedures for all outgoing communications.
Contributed to overall company success by consistently demonstrating a strong work ethic and dedication to achieving organizational goals.
Coordinated travel arrangements for staff members.
Prepared professional presentations for executive-level meetings using advanced PowerPoint skills.
Created and updated records and files to maintain document compliance.
Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Sorted, opened, and routed mail and deliveries to meet business requirements.
Handled incoming and outgoing mail.
Maintained and optimized manager's calendar and scheduled appointments and meetings and addressed conflicts with adequate time for preparation, follow-up and planning.
Worked on behalf of senior leaders to complete project requirements according to schedules and within budgetary limitations.
Conducted research to assist with routine tasks and special projects.
Scheduled meetings booked meeting rooms and prepared meeting agendas.
Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
Prepared project documents, reports, and brochures.
Followed detailed directions from management to complete daily paperwork and computer data entry.
Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Served as corporate liaison for finance, IT, and marketing departments.
Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
Proofread and edited documents for accuracy and grammar.
Trained and supervised employees on office policies and procedures.
Volunteered to help with special projects of varying degrees of complexity.
Performed wide-ranging administrative, financial and service-related functions.
Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Maintained up-to-date knowledge of company policies and industry regulations to ensure compliance across all administrative activities.
Contributed to a positive work environment by offering friendly assistance to colleagues when needed, promoting teamwork within the office setting.

Research and Development Officer

Old Mutual

Cape Town

01.2009 - 01.2010

Evaluated existing processes and proposed improvements for enhanced productivity and performance outcomes.
Conducted comprehensive market analysis, informing strategic decisions regarding product development priorities.
Collaborated with cross-functional teams to ensure alignment on project objectives and deliverables.
Secured external funding for research projects through grant writing and proposal development.
Established partnerships with external organizations to expand collaborative opportunities in R&D efforts.
Oversaw the execution of multiple R&D projects simultaneously while maintaining strict adherence to deadlines.
Presented research findings to stakeholders, effectively communicating complex information in an accessible manner.
Developed and managed budgets for research projects, ensuring cost-effective allocation of resources.
Optimized research techniques, resulting in more accurate and reliable data collection.
Developed policies and procedures that ensured compliance with regulatory guidelines governing ethical research practices.
Advised and supported staff on legal parameters of research.
Produced reports of findings and gave presentations of results.
Conducted risk assessments for research where applicable.
Conducted research to identify and evaluate new technologies and concepts.
Collaborated with other departments to facilitate successful project completion.
Analyzed and interpreted data to identify trends and recommend improvements.
Taught staff, students and new employees income generation methods through varying external channels.
Established connections with liaisons to industrial and commercial stakeholders, allowing industry trends to inform research and vice versa.
Planned and executed targeted research into [Area].
Coordinated multidisciplinary teams throughout various project phases, promoting effective communication channels amongst diverse stakeholders.
Mentored junior team members, fostering a culture of continuous learning and improvement within the department.
Streamlined the R&D process for increased efficiency and reduced project completion time.

Service Quality Manager : Training and Change Management Unit

OLD MUTUAL (SA)

Cape Town

02.2006 - 12.2008

Facilitate the implementation of change management through training interventions by effectively and efficiently assist with preparing, managing and sustaining outcome to improve quality standards with skills development, adaptability to change and establish new norms by building technical skills.
Streamlined and monitored quality programs to alleviate overdue compliance activities.
Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Leveraged data and analytics to make informed decisions and drive business improvements.
Set aggressive targets for employees to drive company success and strengthen motivation.
Identified and communicated customer needs to supply chain capacity and quality teams.
Developed detailed plans based on broad guidance and direction.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Assisted in organizing and overseeing assignments to drive operational excellence.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Streamlined processes by identifying gaps in current systems and implementing innovative solutions for better efficiency.
Enhanced customer satisfaction by implementing effective service quality policies and procedures.
Conducted regular audits of service provision, ensuring compliance with company standards and industry regulations.
Reduced customer complaints by closely monitoring service delivery and addressing issues promptly.
Established strong relationships with clients, resulting in positive feedback and increased repeat business.
Launched new services that catered to specific client needs, broadening the company''s offerings while maintaining exceptional quality standards.
Conducted root cause analysis on recurring issues, formulating corrective actions that improved overall service reliability significantly.
Improved employee performance through regular training sessions and coaching on best practices in service quality management.
Spearheaded the development of a comprehensive Service Quality Manual, outlining best practices for staff members to follow consistently.
Collaborated with cross-functional teams to ensure seamless communication for optimal customer experience.
Mentored junior team members, fostering a culture of continuous learning and development within the organization.
Defined clear targets and objectives and communicated to other team members.

Senior Administration Officer : Operations - Call Centre

OLD MUTUAL (SA)

Cape Town

04.2003 - 01.2006

Assist in handling and provided assistance to incoming clients with their applications, complaints and troubleshoot both product and service issues with employees and customers to attempt to find a resolution.
Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Responded to customer calls and emails to answer questions about products and services.
Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Placed outbound customer service or customer satisfaction calls to follow up on issues.
Reduced call resolution time through efficient problem-solving and communication skills.
Achieved high-quality service by adhering to company policies and procedures during each interaction.
Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Escalated complicated customer account issues to supervisors and help desk workers.
Attended telephone skills and program information training sessions to boost aptitude.
Sought out extra training opportunities to enhance customer relationship management abilities.
Educated customers on company systems, form completion, and access to services.
Delivered prompt service to prioritize customer needs.
Followed up with customers about resolved issues to maintain high standards of customer service.
Exhibited high energy and professionalism when dealing with clients and staff.

Education

Degree: Bachelor of Laws (LLB) - undefined

University of South Africa

Degree: Bachelor of Social Sciences In Public Affairs & Administration -

University of Cape Town

Skills

Business Analysis

Organizational Development

Research and analysis

Staff Collaboration

Resource optimization

Teamwork and Collaboration

Problem-Solving

Time Management

Problem-solving abilities

Multitasking

Excellent Communication

Decision-Making

Self Motivation

Time management abilities

Adaptability and Flexibility

Effective Communication

Highestschoolqualification

Oscar Mpetha High School Matriculated 1994

Shortcourses

PST Training MS Excel Intermediate Training, 2023
National School of Government Ethics in the Public Service, 2021
National School of Government Foundation Management Development Programme, 2019
Pelican Training International Project Management, 2019
Peakford Management Consultant Supervisory Skills Course, 2017
National School of Government Managing Performance in the Public Service, 2016
National School of Government Facilitation Training Programme, 2015
National School of Government Assessor Training Programme, 2014
Deal Training Consultants Report Writing Course, 2012
PALAMA Public Service Induction Programme, 2012
Provincial Treasury Logis Module 1 - Requesting and Procuring of Goods and Services, 2011

Workphone

021 441 8163

References

MR. TEBOHO THEJANE, CHIEF DIRECTOR, DEPARTMENT OF EMPLOYMENT AND LABOUR, 082 214 6655
MS. SIPHOKAZI QASANA, EXECUTIVE DIRECTOR: UNEMPLOYMENT INSURANCE FUND, DEPARTMENT OF EMPLOYMENT AND LABOUR, 082 956 4859/0827991930
MS. ABEGAIL MDLADLANA, DEPUTY DIRECTOR: HUMAN RESOURCES, DEPARTMENT OF EMPLOYMENT AND LABOUR, 021 441 8042 / 071 4715448
MS. PHUMZA LUPHUWANA, DEPUTY DIRECTOR: HUMAN RESOURCES MANAGEMENT, JUDICIARY INSPECTORATE FOR CORRECTIONAL SERVICES, 0674123827/0214211012

Timeline

Research and Development Officer - Old Mutual

01.2009 - 01.2010

Service Quality Manager : Training and Change Management Unit - OLD MUTUAL (SA)

02.2006 - 12.2008

Senior Administration Officer : Operations - Call Centre - OLD MUTUAL (SA)

04.2003 - 01.2006

Senior Practitioner(Supervisor): Support Services - DEPARTMENT OF EMPLOYMENT AND LABOUR (UIF)

3 2010 - 05.2024

University of South Africa - Degree: Bachelor of Laws (LLB),

University of Cape Town - Degree: Bachelor of Social Sciences In Public Affairs & Administration,