Experience

Gauteng Office of the Premier

• South Africa
• Government Administration
• 200 - 300 Employee

• Assistant Director - Knowledge Management

  • Feb 2020 - Present

  Content Management 2 Collect, validate, load and communicateinformation on the knowledge Management System to relevantstakeholders.Service Requests Content Availability and First Contact Resolutionto Ensure all GPG service delivery issue resolution types of content/general information annual plan media monitoring release ad hocplans are available for consumption in the hotline.Knowledge Review 2 review of dormant information loaded on the knowledge managementthe system, review on information loaded on the knowledgeManagement System.Integration of Knowledge and CRM Dynamics & Ensure system reasoncodes correspond With knowledge articles.Develop Standard Operating Procedures 2 Develop a standardoperating procedures for content researched With call logging process. Show less

• Service Delivery Specialist

  • Sep 2016 - Jan 2020

  Coordinate the establishment of War rooms in municipalities.Monthly reporting of War room functionality.Develop and maintain relationships With stakeholders.Promote Natho Pele Principles X compile service recovery plans.Monthly reporting to the Ntirhisano Provincial Dask Deam.Assist With service delivery complaints X early detection of hotspots.

• Quality Assurance Specialist

  • Apr 2015 - Aug 2016

  Review, assess recorded calls, emails and provide feedback toconsultants team leaders.Provide Quality assurance and testing services to all aspects.Conduct calibration sessions With teams.Provide Quality reports daily, weekly and monthly.Compile a skills matrix report according to monthly reports.Review the business2driven call monitoring, business2driven emailmonitoring document and the scorecard.

• Content Specialist

  • Apr 2013 - Mar 2015

  Conduct Research - Conduct research to enhance content. Thisincludes identifying relevant topics, fact2checking, and analyzingsources to generate information.Write and Edit Content - Maintain an appropriate tone of Writing,adhering to their employer's style guide. Develop new standardoperating procedures, that include the call logging process and editcurrent SoPs by aligning them With current content.Create Content Strategies - Create content that is in line With theemployer's goals. Target content to specific audiences and look forcontent that is in demand.Maintain Editorial Calendars - Adhere to strict deadlines, ensuring thatQuotas are met. Maintain the editorial calendar by scheduling due datesand tracking content through the editorial process. Show less

• Consultant

  • Feb 2011 - Mar 2013

  Receives and screens telephone calls, letters and email notificationsEvaluates the needs of the customer and determines the most effectivemethod of servicing requests and contact priority.Categorizes and codes complaints for data entry.Performs data entry functions to record information.Maintains numerous record logs.Provides general information to customers for various GautengGovernment services or escalate requests to the appropriate provincialdepartment municipality.Research requests, problems, complaints and initiates appropriateaction.Access the knoWledge management search engine regarding theresolution of complaints and reUuests for services from the public. Show less



GAUTENG SHARED SERVICES CENTRE

• South Africa
• 1 - 100 Employee

• Debt Practitioner

  • Jul 2007 - Jan 2011

  Ensure debts are collected and administered Within the service level agreement. Beduce outstanding debt book to meet the set targets. Provide accurate and timeous reports on collection and reduction to management. FolloW up on collection activities and maintain a debt suspense account. Process debts to be Written off and Compile 􀁉ournals. Ensure debts are collected and administered Within the service level agreement. Beduce outstanding debt book to meet the set targets. Provide accurate and timeous reports on collection and reduction to management. FolloW up on collection activities and maintain a debt suspense account. Process debts to be Written off and Compile 􀁉ournals.



Munnik Basson & Associates

• Legal Services
• 1 - 100 Employee

• Debt Collector

  • Jan 2005 - Jun 2007

  Keep tracking outstanding debts. Plan course of action to recover owed money. Locate and contact debtors. Negotiate payoff deadlines and payment plans. Handle customers' questions or complaints. Identify gaps in the system and recommend solutions. Build trust with debtors. Keep tracking outstanding debts. Plan course of action to recover owed money. Locate and contact debtors. Negotiate payoff deadlines and payment plans. Handle customers' questions or complaints. Identify gaps in the system and recommend solutions. Build trust with debtors.