• Reviewed company's strategic plans and developed departmental goals and standards to support vision.• Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.• Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.• Implemented escalation procedures to effectively handle time-sensitive issues.• Developed robust relationships with income-producing clients.• Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.• Recruited, hired, mentored and trained new staff on business procedures, policies, duties and customer care methods.• Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.• Spearheaded projects by coordinating with client organizations to support various project members.• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.Projects: - Microsoft Equity Equivalent Programme (EEP) – (2012 - 2018)- SSETA – (2016 – 2018)- Sefako Makgatho Medical Science University – (2016 – 2018)- National Home Builders Registration Council – (2017 – 2018)- Government Pensions Administration Agency – (2016 – 2018)- ESKOM – 2016 – 2021- Passenger Rail Agency of South Africa – (2018)

• Managed key executive office staff and prioritized workloads.• Prepared and distributed memos describing company's administrative policies and procedures to all staff members.• Planned both internal and external events and staff trainings.• Developed improved recruiting methods to reduce turnover and build highly effective teams.• Developed monthly reports.• Managed day-to-day development issues.• Reduced office expenses by finding smarter solutions for vendors, suppliers and services.• Lead design and review sessions with technical and business staff.• Directed managers of rapidly growing team.• Prepared operational and salary budgets.• Fostered strong rapport with clients, vendors and stakeholders through consistent follow-up and communication.• Evaluated business data and reported findings to inform stakeholders.• Represented company at conferences and seminars to boost outreach.Projects: - ESKOM Back2Basics (BPM) - Provision of competent and skilled contracting resources for a period of twenty four (24) months to support various BPM initiatives within the Group IT environment (2012 - 2014)- Microsoft Equity Equivalent Programme (EEP) – Mmapro became a member of the Microsoft EEP of which Microsoft would assist the company in all aspects of operations for a period of 6 years (2012 - 2018)- SETA GovTech – Mmapro to showcase their products at the SITA GovTech Conference (2012)

Project: Primary Markets (ICASA) - analysing 41 applications for individual commercial free to air sound broadcasting service licenses for the provisioning of broadcasting services submitted to ICASA in terms of section 9(1) and 9(2) of the Electronic Communications Act, Act No 36 of 2005 (“ECA”).• Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.• Delegated assignments based on plans, project needs, and knowledge of individual team members.• Executed on-time, under-budget project management on complex financial issues for senior leadership.• Completed accurate material and labour estimates for jobs ranging from small to large budgets.• Optimized productivity by managing employee schedules, payroll operations and inventory transactions.• Compiled daily field report, detailing all key activities and outlining project progress for stakeholders.• Monitored project milestones and adjusted scheduling to meet deadlines.• Developed and maintained relationships with contractors, sub-contractors and stakeholders to support successful project completion