Nadine Johnson
Date of Birth: 29 April 1980
Mobile: 082 990 6457
Current Address: 30 Thirteenth Street, Parkmore Sandton
E...
• Ensure Risk Register, Quality Register and Issue Register and Work breakdown structure
is updated
Project Programme Big ...
• Maintain accurate records of all pricings, sales, and activity reports submitted
• Draft proposals, presentations and as...
• Responsible for meeting the Deadline Date October 2010
• Documented Systems and Processes for Vodacom Direct
• Gathered ...
• Trade Partners to access own Returns, Cancellations, Problem parcels – Real Time
• Liaise with Business Analyst and RAM
...
• Assisting in Regional Third Party growth
• Daily monitoring of actual connections against connection reports for Nationa...
• Dealing effectively with customer objections, using effective questioning techniques
• Demonstrating excellent product k...
• Candidate interviews
• Receiving training for all IT positions leading to extended market knowledge
• Up to date knowled...
Customer Services Sales & Walk-in agent (July 1998-October 2000)
• Liaise and defuse irate clients – Strong product knowle...
Customer Services Sales & Walk-in agent (July 1998-October 2000)
• Liaise and defuse irate clients – Strong product knowle...
of 10

NadineJohnson1

Published on: Mar 3, 2016
Source: www.slideshare.net


Transcripts - NadineJohnson1

  • 1. Nadine Johnson Date of Birth: 29 April 1980 Mobile: 082 990 6457 Current Address: 30 Thirteenth Street, Parkmore Sandton Education: Level A - Mondeor High School 1997 • Over 12 years Local & International experience in Telecommunications Industry • Project Management & Managerial experience • Member of the Vodacom Governance and Compliance Team • Financial Modeling experience • Prince2 Foundation Certificate – Project Management • Mini Telecoms MBA Career History: Vodacom International South Africa Project Manager: Policy Review (June 2014 – Current) Project: Policy Review International Business: • Generate concept and responsible for creating the Vodacom Group SharePoint site which is currently accessed by: Lesotho, Mozambique, Tanzania and the DRC • Responsible for creating a centralizing repository for Vodacom Group Policies across: Finance, IT and Risk Management • Develop outline and define deadlines for system development • Quarterly visits to the Vodacom OpCo’s • To ensure the Repository is correctly indexed and accessible to the Vodacom OpCo’s • Responsible for the development of the SharePoint Site to include additional functions such as: but not limited to, Flagging, Reporting on Site Usage per page, Calendar Reminders • Responsible for enhancing compliance and advancements within the Vodacom OpCo's • Ensure core principles are being achieved • Meeting and currently liaising with internal Policy Owners across Finance, IT and Risk Management • Responsible for Document Control and Quality Management of Group Policies and to ensure regular reviews are in place • Ensuring all employees are effectively trained and educated on Group Policies, create outline with visual aid to support the overall concept • Draft a Policy Compliance Document to define targets for the Vodacom OpCo’s to ensure: Conformity, Accountability and Governance Structure are in place across the Vodacom OpCo's • Benchmark previous structures with the new structure to build a portfolio of evidence • Ensure all administrative tasks are completed • Success factors and information sharing sessions – Lessons learnt for Phase 2 • Create awareness with the OpCo’s by formulating Trade Bulletins and sending out SMS campaigns to staff • Communication Management - Responsible for Reporting on the effectiveness of the Vodacom Group Site to Group Executives and the respective Vodacom OpCo's and outline examples to illustrate, substantiate evidence and the success of the Repository
  • 2. • Ensure Risk Register, Quality Register and Issue Register and Work breakdown structure is updated Project Programme Big 5 • Part of the Project Team • Providing assistance to the Project Leader to implement and standardize solid core business controls and processes across all Vodacom OpCo’s, which includes updating monthly reporting and reviews for Internal Audit for: - Revenue & Billing Assurance - Deferred Revenue & Cost - General IT Controls - General Finance Controls - Fraud Project X3 • Part of the Project Team • Assisting with the implementation of IT system integration and upgrade • Liaising with supplier team • Generate concept and responsible for creating the Vodacom Group SharePoint site which is currently accessed by: Lesotho, Mozambique, Tanzania and the DRC to track the progress of the Project • Create a repository for the Vodacom OpCo’s to access system process flows, training Materials and general system updates RentWorks Africa South Africa Business Manager (September 2012 – Current) • Responsible for building and maintaining strong relationships with both management and individual sale staff within Dimension Data • Responsible for generating awareness around finance solutions available to all Dimension Data clients • Assist with building effective training and development on understanding all financial solutions available • Currently have an established network • Assists in the development and implementation of marketing plans for Dimension Data Finance (DDFin) • Contributing to the commercial objectives of the company and pro-actively drive revenue streams • Maximizing profitability and growth in-line with the visions and values of the company. • Good understanding of the Financial Services and Commercial industry • Ensure that current knowledge of products and services are maintained at an acceptable level • New business generation, plans and strategies to expand into the Telecommunications arena • Effective in researching for new sales leads and prospects • Maintain contact with all clients in the market area to ensure high levels of client satisfaction • Demonstrate ability to interact and cooperate with all company employees • Provides timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain maximum profit margins
  • 3. • Maintain accurate records of all pricings, sales, and activity reports submitted • Draft proposals, presentations and assist with RFP and Tender responses • Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team • Prepare and submit monthly reports as required and ensure that all reporting is done to standard and in a timely manner Vodacom Service Provider South Africa Project Manager – Commercial Operations (April 2011 – October 2012) Projects: Next Best Step –Customer Relationship Management Tool • Responsible for deployment of the Chordiant based application into the Retail Channel and realization of Vodafone Group performance targets • Responsible for key business relationships with Marketing / Customer Relations Management / Franchise Operations, Vodafone Group Business Development and other Business Units. • Represent local OPco in Global best practice sharing / commercial transformation initiatives • Analyze and report on Commercial performance • Design and implement plans to improve performance in the Franchise & Retail Channel Super Mobile Tech Zone - Data Specialist • Ensure Data Specialists are deployed into pilot Franchise Stores nationally • Liaise with National Property, Franchise, Academy of Learning Vodacom Individual Contract • Enhance the Consumer contract application process • Liaise with Customer Acquisitions, Commercial Sales and Print Agencies Consumer Protection Act • Part of the Project team • Liaise with Regulatory and Legal • Provide communication on CPA to Commercial Sales division Online Strategy • Part of the Project Team to standardize and improve Self Service methods Vodacom Service Provider South Africa Project Manager – Vodacom Direct (July 2010 – March 2011) Projects: Dekra Audit
  • 4. • Responsible for meeting the Deadline Date October 2010 • Documented Systems and Processes for Vodacom Direct • Gathered & Compiled Information for Audit Guidebook Vodacom Online Shop (eShop) • Represent Vodacom Direct in Vodacom Online Shop Project • Responsible for providing and updating static Content (Ongoing) • To ensure Sales Support Processes are in place • Responsible for System Testing • Liaise with IT Business Analyst and Technical Project Team • Drafted the Vodacom Online Shop Terms & Conditions Consumer Protection Act (CPA) • To ensure Vodacom Direct complies with the ACT • Part of the Project Team • Trade Partner Process to upload Opt Out details • Liaise with Regulatory and Legal • Provided Opt Out solution for Non-Vodacom Customers Brand Rejuvenation • Represent Vodacom Direct in “Vodacom / Vodafone Re-Branding • To ensure Vodacom Direct meets the new Branding Specifications - this includes new layout and new content • Amend Vodacom Direct Proof of Delivery • Liaise with Commercial Sales, Brand & Warehouse • Created new Vodacom Direct Terms and Conditions Booklet Fastrack • System Enhancements and Stability • Project Priorities • Planning and Release Dates • Liaise with Customer Acquisitions, IT Business Analyst and IT Project Manager • Continuous System Improvements in scheduled releases Vetting Interface • Liaise with Trade Partners, Business Analyst and IT Project Manager • Created Vetting Interface for Trade Partners • UAT signed off Service Level Agreement • Created Service Level Agreement between Vodacom and Direct Trade Partner Interception of Communication Act (RICA) • To ensure Vodacom Direct complies with the ACT • Involved in RICA – Upgrade campaign with COMIT • Involved in De-Registration process • Liaise with RICA Project Team RAM Integration
  • 5. • Trade Partners to access own Returns, Cancellations, Problem parcels – Real Time • Liaise with Business Analyst and RAM Reports • Assist with Trade Partner Requirements • Complete Report Requirements for Upgrades, Stock, Commissions, Migrations • Sales and Sales Support Requirements – Activations reports include manual activations etc • Liaise with Business Analyst StepUp • Step Up pilot through Vodacom Direct • Liaise with Business Analyst and Warehouse Vodacom Service Provider South Africa Specialist Dealers Sales Manager (Sept 2007 – June 2010) • Responsible and accountable for all Specialist Dealers which includes: – On-Billers and Channel Partners – National Account • Responsible for starting up the Specialist Dealers Help Desk including all telephony, technical and processes • Manage 6 Administration staff on a daily basis • Managing Key Performance Areas of staff • Responsible and accountable for meeting service levels through the Help Desk • Drafting and presenting proposals • Negotiating commissions and discounts at Senior Levels • Ensuring Legal Agreements are in place between VSP and all Specialist Dealers • Liaising with both Executive Legal parties • Ensuring existing business shows a growth factor of a minimum of 20% each quarter • Building positive relationships with all Dealers • Assisting in creating brand awareness through the Specialist Dealers • Responsible for incentives and promotions • Daily monitoring of sales connections • Monthly forecasting with each of the Specialist Dealers • Maximizing opportunities to ensure the achievement of set sales targets • Promoting Prepaid Sales through the On-Billers • Over achieved on annual target - Target set at 20 000 – Achieved 47 000 Responsible and accountable for On-Billers and Channel Partners: *MWeb *iBurst * Real People *Mobile-U *RMCS *Smartcom *Bayport *Finchoice* ComIt* Altech Autopage Cellular South Africa General Manager - Third Party Channel – National (Oct 2006 – Sept 2007) • Responsible and accountable for all National Third Party Agents • Ensuring Legal Agreements are in place between AAPC and all 3rd Party Agents • Ensuring existing business shows a growth factor of a minimum of 20% each quarter • Building positive relationships with all agents
  • 6. • Assisting in Regional Third Party growth • Daily monitoring of actual connections against connection reports for National accounts • Monthly forecasting for National 3rd Party Agents • Monthly reporting on National Third Party Channel performance • Compiling MML reports for the Third Party Channel • Compiling Churn reports for the Third Party Channel • Maximising opportunities to ensure the achievement of set sales targets • Promoting Prepaid Sales through 3rd Party Agents • Achieve a monthly target of 7500 gross connections per month Responsible and accountable for the major call centre accounts plus all branded and strategic partners *Discovery* Digicall* Sell Direct Mobile* Blake & Associates* Callko* Blue Cell* SA Call Centre Solutions* Altech Autopage Cellular South Africa Third Party Channel Manager -Gauteng (Oct 2005 – Oct 2006) • Responsible and accountable for all Third Party Agents (Gauteng) • Ensuring Legal Agreements are in place between AAPC and all 3rd Party Agents • Costing, negotiating and drafting new deals letters • Ensuring existing business shows a growth factor of a minimum of 20% each quarter • Meeting customer requests and requirements in accordance with commercial rules • Managing the full sales cycle of all new connections • Building positive relationships with all agents • Assisting in Regional Third Party growth • Focusing on quality connections through specialised solutions resellers • Driving Value Added Services through specialised solution resellers • Daily monitoring of actual connections against connection reports • Monthly forecasting • Monthly reporting on Third Party Channel performance • Compiling MML reports for the Third Party Channel • Compiling Churn reports for the Third Party Channel • Reconciliation of activations per agent • Calculating ongoing annuity per referral agent • Communicating product knowledge, network functions and technological advancements to all agents • Maximising opportunities to ensure the achievement of set sales targets • Promoting Prepaid Sales through 3rd Party Agents Responsible and accountable for the major accounts: *Discovery*Verizon Business*Saicom*Xcell Communications*Titan IT*Wireless Dimensions* Other Corporate accounts Vodafone UK United Kingdom New Connections Advisor (June 2004 – May 2005) • Converting calls from customers who have responded to specific campaigns into sales • Meeting customer requests and requirements in accordance with commercial rules
  • 7. • Dealing effectively with customer objections, using effective questioning techniques • Demonstrating excellent product knowledge to promote the features and benefits of • Vodafone’s services • Actively promoting Vodafone’s value added products • Aiming to achieve and exceed individual target • Displaying an excellent attitude towards team work, ability to work as an integral part of a team working towards a common goal • Ensuring that all calls are dealt with in a professional manner • Making a personal difference- delivering outstanding customer service • Assisting with all team statistics, updating run rates, cost to connect • Assisting with Team meetings and general feedback. • Awarded Top C.E.M (Customer Experience Management) advisor for February in New • Connections department. • Awarded Lowest Cost to Connect advisor for March in the New Connection department. Acting Team Manager • Performed management duties while managers were on vacation. • Updating weekly statistics: run rates and all conversions for a team of 7 advisors. Business Development Assistant • Selected to join part of a small Business Development Team to improve problematic areas within the department. • Attended the weekly Business meetings • Weekly reviews with the Development Project Manager to assess progress • Created a Business Plan document for: Issue and Capture project. Singlepoint 4 U – Vodafone UK United Kingdom Inbound Sales Advisor (June 2003 – May 2004) • 20-30 calls per day • Contract renewals for loyalty program • Review customer usage to offer more suitable tariff package • Meet handset requirements based on customer specifications • Negotiate offers to retain customers from competitor • Offer value added services – Activation of services: PAS Insurance, Phones 4 Life • General account queries and personal data adjustments – General PC literacy. • Keep up to date with product and industry knowledge • Defuse irate customer • Part of a skills review programme for management progression • Completed NVQ- Customer Services Certification Fluxmans Consultancy South Africa Senior IT Recruitment Consultant (Oct 2002-Apr 2003) • Developing new department (IT Division) • Account management - manage full life cycle of all projects • Create and maintain new client database • 20 Telesales from the new client database per day • Minimum 3 new orders per week • New client visits to market Fluxmans Consultancy
  • 8. • Candidate interviews • Receiving training for all IT positions leading to extended market knowledge • Up to date knowledge of Human Resource policies and procedures • Ability to interact with clients at Executive levels • (Human Resource Managers, IT Managers, IT Directors) • Strong skills to close deals Octagon Pty Ltd/Axis Business Solutions South Africa IT Recruitment Consultant/Team Leader (Sept 2001-Sept 2002) • Team leader to 3 members • (1 Senior Consultant, 1 Business Analyst, 1 Senior PA) • Managing full life cycle of all projects • Meeting required Service Level Agreements • Account management • Create and maintain new client database • 20 Telesales from the new client database per day • Minimum 3 new orders per week • New client visits to market our company • Candidate interviews • Receiving training for all IT positions leading to extended market knowledge • Up to date knowledge of Human Resource policies and procedure • Ability to interact with clients at Executive levels • (Human Resource Managers, IT Managers, IT Directors) • Strong skills to close deals Staffmart Pty Ltd South Africa Generalist Recruitment Consultant (May 2001-Sept 2001) • 30 Telesales from existing client database per day • 10 New cold calls per day • Minimum 3 new orders, 3 referrals, 3 new client visits per week • Minimum 7 candidate interviews • Retain existing clientele • Up to date knowledge of Human Resource policies and procedures Fruti-Flow Pty Ltd South Africa Sales & Marketing Executive (Nov 2000-March 2001) • Marketing assistant – In-depth product knowledge to liaise with Solar Advertising for product displays. • Promotions – To handle and arrange all in store promotions • Debtors – Handling and collecting outstanding debtor accounts. • Sales – Retain existing clientele, excellent negotiating skills Vodac Pty Ltd (June 1998-October 2000) South Africa
  • 9. Customer Services Sales & Walk-in agent (July 1998-October 2000) • Liaise and defuse irate clients – Strong product knowledge, negotiating skills. Customer retention advisor – Loyalty program on handset renewals. Technical support advisor – Activation of new cards. Technical enquiries • Administration – General PC literacy, filing, daily journals. Value added services – Activation of services: Insurance, Itemized billing, Caller • Identification, Short message services. • Personal data adjustments – General PC literacy. Sales – In-depth product knowledge & negotiating skills for new contracts. Vodac Pty Ltd South Africa Customer Services Inbound Call Centre Consultant (June 1998-July 1999) • Technical support - Technical enquiries, handset advice. • Account queries - Account balances, debit and credit notes. • Administration - General PC literacy. • Value added services - Activation of services: Insurance. Itemized billing, Caller • identification, Short message services. Systems used & Computer Skills PNet, Job Navigator, CareerWeb, Job Serve, Planet Recruit Windows 2000, Office 2000, Eppix, Bats, Morpheus, iCap, Siebel, Hermes, Genesis, BSCS, Dealerweb
  • 10. Customer Services Sales & Walk-in agent (July 1998-October 2000) • Liaise and defuse irate clients – Strong product knowledge, negotiating skills. Customer retention advisor – Loyalty program on handset renewals. Technical support advisor – Activation of new cards. Technical enquiries • Administration – General PC literacy, filing, daily journals. Value added services – Activation of services: Insurance, Itemized billing, Caller • Identification, Short message services. • Personal data adjustments – General PC literacy. Sales – In-depth product knowledge & negotiating skills for new contracts. Vodac Pty Ltd South Africa Customer Services Inbound Call Centre Consultant (June 1998-July 1999) • Technical support - Technical enquiries, handset advice. • Account queries - Account balances, debit and credit notes. • Administration - General PC literacy. • Value added services - Activation of services: Insurance. Itemized billing, Caller • identification, Short message services. Systems used & Computer Skills PNet, Job Navigator, CareerWeb, Job Serve, Planet Recruit Windows 2000, Office 2000, Eppix, Bats, Morpheus, iCap, Siebel, Hermes, Genesis, BSCS, Dealerweb

Related Documents