Zebunnissa Tan

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

• Supervised staff and delegated tasks to maintain positive, productive administrative operations.
• Updated reports, managed accounts, and generated reports for company database.
• Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
• Improved office efficiency by implementing streamlined administrative processes and procedures.
• Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
• Interviewed, recruited and onboarded new staff for high-performing administration teams.

Extensive Knowledge of CAPS Course Curriculum for Grade RRR — 9

Knowledge in subject content, schedule, (all scholastic subject material)

All reports, newsletters, Grade R and certification ceremony for all 17 centers.

Compile preparations (Online, Distance, Tuition Center and Head Office PSJ School year)

Assessments Grade R -9 all subjects

Assessment Memo, Grade R -9 all subjects

Timetables Grade R -9 all subjects

Scopes R -9 all subjects

Exams Grade R -9 all subjects

Exam memos Grade R -9 all subjects

• Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
• Utilized promotions, print and digital marketing to attract new clients.
• Managed activities related to staff training, treatment procedures, inventory management and marketing.
• Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
• Enhanced customer satisfaction by implementing innovative spa services and treatments.
• Created customized treatment plans for clients based on their individual needs and preferences.
• Recorded product sales into spa's weekly income report.
• Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.

• Coordinated maintenance tasks for timely repairs and minimal disruption to guests'' stay.
• Implemented effective cost control measures, reducing overhead expenses without compromising quality.
• Maintained high levels of cleanliness and hygiene throughout the property, adhering to industry standards.
• Ensured compliance with local regulations and safety requirements for a secure environment for guests and staff alike.
• Fostered an inclusive work environment that encouraged teamwork among staff members, contributing to higher morale and improved guest services.
• Optimized room allocations, maximizing occupancy rate and overall revenue generation potential.
• Increased guest satisfaction by implementing personalized service and attention to detail.
• Developed marketing strategies to increase occupancy rates and maximize revenue generation.

• Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
• Managed budgets, allocating funds strategically towards high-impact initiatives that supported overall business goals.
• Boosted sales performance through the creation of engaging promotional materials and targeted advertising strategies.
• Increased brand awareness by developing and implementing strategic marketing campaigns.
• Improved customer loyalty by implementing effective email marketing campaigns and personalized offers.
• Developed and implemented marketing strategies to use for launches, rebranding campaigns and promotions.
• Managed social media accounts for optimal audience engagement and increased online presence.
• Mentored junior team members, providing guidance and support to foster professional growth and skill development within the marketing department.
• Analyzed market trends to identify new opportunities, adjusting marketing plans accordingly for maximum effectiveness.

Compiling of the campaign and concept documents for approval senior management and process to completion of campaigns

Suppliers FICA and invoicing process, follow up of the authorisation and payment to the supplier within agreed payment terms and dates.

Invoicing process of 30 days account (Media, invoice, control sheets and processing of payments as per company protocols. Petty Cash and voucher procurement, payment and distribution

Payment of casual wages and promoters

Terms and condition , indemnity and acknowledgement of payment /voucher received forms — filed electronically , backed on the cloud and files per client, supplier and workers Monthly Income reports. Yearly Sales projection reports and database

Advertising and increase in social media driven to bring the shopper to the mall.

Budget Forecasting and Reconciliation

Supplier relations and invoicing

Media relation in radio, TV and digital marketing

Tenant Newsletters and database

Website and all social media pages content and update Exhibitions — sales for exhibition space with a monthly mandatory target of R60 000 • Contracts with clients — booking, invoicing, receipt of payment and booking of sales. Bookkeeping of sales and suppliers — invoicing, process payments and receipt of payment from clients and suppliers. Processing payments through company bank which proof of tax payments and sales for audit purposes

Yearly strategy for marketing including budget, promotion plans and social media (SMART OBJECTIVES to increase revenue and return of investment to the board.

All bookkeeping and budget reconciliations for the marketing department

Procurement, sales invoices, credit notes, payment follow up and documents all available for audit purposes

Compilation of budget (Fixed Cost and expense), capturing on Budget KPI and reconciliation with balancing payments and result. Budget reconciliation

Foot count vs. turnover reporting and plans to improve ratios

Shoppers entertain and tenant special to increase turnover

Build tenant relations and help increase their revenue

Hosting events (Miss Mthatha 2019), Heritage Market, Music Youth Day — secured appearance on etv,ctv and a sponsored f parade by the Traffic Department

for the mall Report on KPI, CSI and monthly report back to portfolio management and the board

Use creative marketing, battering and discounted prices for major campaigns

Yearly Marketing strategic — demographic, sales, innovative sales

• Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Organized and updated schedules for executives.
• Scheduled appointments promptly, ensuring optimal use of executive time while minimizing conflicts or cancellations.
• Managed budgets and expenses, maintaining financial records for accurate reporting and analysis.
• Streamlined office operations by implementing efficient filing systems and managing executive calendars.
• Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
• Enhanced communication between departments through proactive coordination of meetings and events.
• Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.

Personal Assistant to HOD and Administrative support to Head of Programme and Merged Campuses Director. Maintenance of diaries, faculty board meetings and appointments. Reception duties

Internal and external enquiries regarding academic information.

Controlling access to senior staff by students

General office administration

Process of departmental purchase requisitions

Maintenance databases for financials, academic records

Managing office equipment and stationery stock levels

Maintenance of physical and electronic filing system

Liaison to Engineering Faculties in all South African

Universities

Student administration and registration

Management and supervision of audits with (ECSA)

Engineering Council of South Africa Audits (Accreditation) Travel Arrangements foreign and domestic for executive and senior management. • Extensive knowledge of university systems (registration and procurement) • Internal/External Liaison to corporate services.

Records Administration electronic and manual records of documentation

Team and departmental support (Training and supervision of Interns)

Event planning the Annual Electrical Engineer Forum for senior staff members and international academic delegates.

• Kept projects on schedule by managing deadlines and adjusting workflows.
• Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
• Prepared meeting agendas and minutes for distribution and record keeping.
• Created job files for each project and maintained current data in each file.
• Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
• Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
• Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
• Negotiated contracts with vendors and suppliers, securing favorable terms for cost-effective procurement of resources needed for each project''s success.
• Tracked hours and expenses to keep project on task and within budgetary parameters.
• Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
• Facilitated frequent progress reports and presentations to keep management informed about ongoing activities within their respective domains.
• Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
• Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
• Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
• Kept corporate and client information confidential, adhering to data safety measures.
• Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
• Assisted with onboarding newly hired staff members and coached on task prioritization.
• Established rapport and engaged with stakeholders to build lasting professional relationships.
• Assisted in developing training materials and organized workshops aimed at enhancing skill sets among staff members working under various capacities on different projects within the organization.
• Implemented change management processes that minimized disruptions while maintaining forward momentum on projects.

• Ensured timely delivery of reports, presentations, and proposals to support informed decision-making processes.
• Improved office organization through maintaining filing systems and updating contact databases.
• Developed strong relationships with clients, vendors, and team members to facilitate smooth operations.
• Facilitated successful project execution by coordinating resources, deadlines, and milestones for the General Manager''s approval.
• Maintained strict confidentiality of sensitive information while managing documents related to legal matters or personnel issues.
• Collaborated with cross-functional teams to provide comprehensive administrative support for company-wide initiatives.
• Assisted in budgeting activities to ensure financial resources were allocated appropriately across various departments.
• Monitored inventory levels of office supplies consistently to avoid shortages during critical periods.
• Managed expense reports accurately to prevent discrepancies in financial records that could impact overall budget planning efforts.
• Negotiated favorable contract terms with external providers which resulted in cost savings for the company.