Experience

Telesa Comms (Pty) Ltd

• South Africa
• Telecommunications
• 1 - 100 Employee

• Operations / IT Projects Supervisor

  • Jan 2019 - Present

  Support Supervision:• Meet SLA expectations and keep customers updated on queries.• Handle sensitive/technical queries and train support staff.• Monitor staff, set query baseline time, and create client feedback stats.• Develop and assess KPIs, train on platforms for better understanding.• Facilitate client meetings, create workflows, and resolve issues promptly.• Liaise with IT teams for software/website errors.• Monitor internal and external CRM systems to validate task assignment.• Act as the highest point of contact for support queries.Operation Supervision:• Train staff, manage operations, suggest process improvements.• Attend operational meetings, analyze data, and understand client requirements.• Assign responsibilities, communicate errors, maintain leadership.• Apply strong leadership and problem-solving skills to optimize team efficiency.• Design workflows and operational processes.• Attend internal and external weekly/monthly operational meetings.IT Project Management:• Attend project meetings, interpret client needs, review project plans.• Communicate requirements, supervise team, eliminate scope creep.• Ensure alignment between internal teams.• Influence them to take positive action and accountability.Management and Leadership:• Comply with and enforce standard policies and procedures.• Improve workflow, handle sensitive communication.• Encourage team members to take responsibility for their development.• Challenge team members to progress in their professional development.• Conduct interviews for new talent.In this multifaceted role, the individual ensures excellent customer support, streamlines operations, manages IT projects effectively, and provides strong leadership, contributing to the overall success of the organization. Show less

• IT Project Manager

  • Jun 2014 - Jan 2019

  Facilitate the definition of project scope, goals and deliverables.o Define project tasks and resource requirementso Assists in resource planning.o Plan and schedule project timelineso Manages day-to-day operational aspects of a project and scope.o Participate in Client meetings throughout the process. o Effectively applies our methodology and enforces project standards.o Website testing: look and feel, Testing website against databaseo Website Testing : Functionality and quality o Report testing: look and feel, Testing reports against database and websiteo Prepares for engagement reviews and quality assurance procedures.o Minimizes our exposure and risk on project.o Ensures project documents are complete, current, and stored appropriately.o Build, develop, and grow any business relationships (Supplier Relationship) vital to the success of the project.o Data Analysis – analyse supplier data, supplier rates, and reports.o Ensure Projects are installed, commissioned and operating as per client requirements, within specified time frameso Anticipate and identify deviations from the original project plan and escalate accordinglyo Track project deliverables using appropriate tools.o Maintain a strategic focus for all projects to ensure a balance between immediate project needs and long term goals of the company.Project Accountingo Tracks and reports team hours on a weekly basis.o Assists with maintaining the project budget.o Determines appropriate revenue recognition, ensures timely and accurate invoicing, and monitors receivables for project.o Maintain CRMo Keep Client and Staff informedo Assist in the production of monthly management reports o Facilitates team meetings effectively.o Participate in internal status meetings.o Effectively communicates relevant project information to superiors.o Delivers engaging, informative, well-organized presentations. Show less



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  • Nov 2011 - Dec 2011