Faaiedah Hajwanie

Experienced telecom professional with 25 years at Vodacom, specializing in service delivery, client escalation management, fixed and mobile telecoms, and administration. Adept at managing SLAs, compiling reports, supporting service operations, and maintaining client satisfaction. Strong background in relationship management, process improvement, and service support. Eager to contribute service management expertise and Customer Service Consultant to a growth-focused organization.

Pescatech SA 

Elsies River Industrial Area – Cape Town, South Africa 

October 2025 – Currently  

Duties  


• Support internal sales and account teams with query resolution 
• Deliver excellent customer service by resolving account queries promptly and accurately 
• Cold calling clients in Africa and setting up meetings for the Hygiene Consultant 
• Setting up and making appointments for Hygiene Consultants in South Africa  
• Processing clients’ orders and providing ETA with deliveries  
• Advising clients on the correct equipment to use  
• Assist with reception duties 
• Reporting sales stats for Hygiene Consultants  
• Doing follow ups on open quotes and ensure Purchase orders are received 


Vodacom 
Sales Account Manager 
July 2022 – March 2025 

Duties:  
• Managed a large portfolio of corporate clients, providing end-to-end support for mobile and fixed-line 
service solutions. 
• Processed new mobile contracts, performed line upgrades and extensions with precision. 
• Served as the escalation point for service issues, resolving complex complaints and ensuring SLA 
compliance. 
• Generated and submitted detailed operational reports on account performance, issues, and 
escalations. 
• Liaised with internal departments to streamline provisioning and account support processes. 
• Conducted periodic reviews with clients to assess service delivery and recommend improvements. 
• Managed contract renewals and ensured client retention through proactive support. 

Vodacom  
Service Management Support Specialist 
January 2013 – June 2022 

Duties: 
• Delivered expert service support across fixed and mobile lines for enterprise clients. 
• Produced and analyzed monthly and ad hoc SLA reports to monitor service compliance. 
• Managed and resolved technical and administrative escalations related to service delivery. 
• Collaborated with internal teams and external stakeholders to optimize service delivery and mitigate 
risk. 
• Compiled and maintained comprehensive customer records and service portfolios. 
• Supported account teams in client meetings, providing insight on service trends and improvement 
areas. 
• Investigated incidents, completed root cause analysis, and ensured follow-through on corrective 
actions. 
• Oversaw contract lifecycle management including renewals, amendments, and SLA changes. 

Vodacom  
Admin Support Supervisor 
January 2008 – December 2012  

Duties: 
• Supervised a team of administrative professionals supporting the sales and service departments. 

• Oversaw the generation of monthly admin reports to monitor operational efficiency. 
• Approved and verified deals processed in Siebel, ensuring data accuracy and system compliance. 
• Addressed Vodamanage queries and served as escalation point for complex cases. 
• Monitored the quality of service and performance within the admin team, implementing process 
improvements where needed. 
• Ensured smooth coordination with cross-functional teams to facilitate deal processing and service 
resolution. 

Vodacom  
Admin Consultant (Retail & Corporate Accounts) 
January 1999 – December 2007 

Duties:  
• Provided frontline administrative support to corporate and retail clients for new service activations 
and upgrades. 
• Processed service orders including line installations, account transfers, and add-ons. 
• Delivered excellent customer service by resolving account queries promptly and accurately. 
• Supported internal sales and account teams with documentation and query resolution. 
• Maintained accurate logs of client activities and service actions to ensure continuity of care.

 
EDUCATION & TRAINING 
➢ Vodafone University & Vodacom Online Training 
➢ Agile SAFe Foundation: Mindset, Leading SAFe, Benefits, Implementation 
➢ ITIL Information Technology Infrastructure Library (2013/2014) 
➢ Digital Culture | Kanban Overview | Sales Converge Technology 
➢ Presentation, Conflict, Stress & Team Management (2014–2015) 
➢ Business Writing Skills (2015) | PCAT (Apr 2019) NQF 6 | Info Vista (2015) 
➢ PCAT Programme in Commercial Acumen in Telecommunications (2019) 
➢ INTEC College – Contact Centre Management (Completed 2007) 
➢ University of the Western Cape (UWC) – Incomplete BCom Degree 
➢ Academic Literacy for Commerce, Industrial Psychology, Management, Accounting, Info Systems, 
Quantitative Skills (2001–2004) 
➢ NCC Training College – Diploma in Computers & Administration (Completed 1998) 
➢ Microsoft Word, Excel, PowerPoint | Lotus Suite | Data Processing 
➢ Business Communication & Administration 
➢ Lentegeur Senior Secondary School – Matric Certificate (1997)