Ophelia Mnguni

joined Telkom in March 1995 as a Credit Controller Credit Revenue
Management. April 1998 responsible in Sales Residential Department, My
duties were to sell Telkom talk plus facilities, relieving my supervisor. From
01/2002-12/2003 Seconded to attend CMSS Project (OSS) on behalf of
Credit Management Billing on Processes Policy Procedures. I contributed
on attending meetings with Executives, Seniors on screen Programmes-
functionality, Networking, Facilitating Progression, Upgrading on version &
maintenance of systems. I have acquired a vast network and customer
service management experience while working at different departments
within Telkom group. This includes experience gained while working as
Service Management Service Integration Management of Telkom Business
(BCX).
As an IT Professional with over 20 years’ experience in various industries
including Information Technology, Telecommunications, Retail Enterprise,
Corporate & Government. I am experienced Network Centre Manager with
a demonstrated history of working in the information technology &
services industry., skilled in ITIL basics, Project Management, Customer
service, Voice over IP (VOIP) Microsoft Office. Strong information
technology professional with a telecommunications Policy & Regulations
Management.
As a client Assurance Manager (Network Wireless Solutions- Life Cycle
Management) seek s employment in a more challenging environment that
will allow me to best utilize my skills, while allowing for personal &
professional growth.

BCX: Network Wireless Solutions (Life Cycle
Management

2018 - 2023
Client Assurance Specialist
Providing network service management support to both
internal & external BCX customers.
Managing existing networks designing, presenting &
implementing solutions.
Running with the day to day service related to issue to
meet the customer’s needs in order to provide better
service delivery.
Running with the roll- out of new customer network related
to projects & implementing service improvement within
customer experience.
Customer Service SPOC
Establish and maintain relationships with clients
Ensuring service availability to clients.
Managing relationships between clients & stakeholders.
Ensuring compliances to all procedures & process for clients
Managing and reporting on service level agreements &
targets
Continually improving on Customer care service.
Client reporting, daily, weekly & monthly reports. Attending on mee

Telkom SA LTD: Executive Escalations
Service Integration Manager
2015 - 2018
Managing all processes to provide world class service
management.
Managed maintenance of customer network
Provide network support to internal & external customers
verifying existing & new networks
Designing, presenting and implementing solutions to
customer’s needs to improve the integrity of customer network
Producing & Writing customer Reports (Daily, Weekly &
Monthly)
Support Sales Product Managers, Account Managers & Special
Market Team.
Manage SLA’S & KPI’s
Ensure faults are reported
Obtain relevant information of reported faults to proactively
follow up on progress made with field management.
Escalate faults if necessary
Inform customer and/or CAM’s of progress made with field
management on ETA (Dispatchers)
Update on Continuous Feedback to customers and CAMs on faults stage.

Telkom SA LTD : Assurance and
Fulfillment
Project Co Ordinator
2004 - 2014

Assist Management with a design Performance Program
Ensure regular one on one coaching sessions is conducted with staff.
Assist management with Job Description for all Business
Online Agents.
Ensure regular team meetings are held with agenda and minutes. Ensure
that all SLA turnaround times are met with new queries.
Ensure that the workflow is effectively distributed amongst all staff.
M A R K E T I N G M A N A G E R
Assist in the designing, maintaining and improvement of the workflow /
processes.
Ensure that all staff is aware of the process and turnaround times.
Internal Port Report distributed to Business Sales Management & Sales Ops
Management.
Checking Daily Retention Report and ensuring posting of IMEI’s is up to
date. Assist management with monthly incentive for staff. Assist
management with resolution of queries and escalations. Maintain protocol
escalations are minimal with fair resolution attained and adhered to
. Ensure that the queries are allocated evenly throughout the team to
ensure optimal Productivity Monitor that all agents are cross skilled across
all customers and query types.
Train staff on products and services. Identify potential candidates for
succession planning and up skill accordingly
.
Keep staff informed of updated information.
Encoding a strong working relationship between all departments that
business operations are reliant on.
Assist management with Contingency and Succession planning. Manage
training schedule for all Business Online Staff.
Communicate any business system or policy change to the respective
channels.
Processing of all orders received from the Wholesale Customer Care and
the Wholesale Service Center including Sales Division. Accurately updating
customers' information and or billing enablement for the customer account/
service after fulfilment.
Forward information of Processes& Procedures Attend Meetings,
Presentations. Query on sub-sections.

Telkom SA : Revenue Credit Management Credit Controller
1995 - 2003
Bank EFT deposit reconciliations.
Betting reconciliations.
Ensuring weekly deadlines are met timelessly
Collect and analyse data
Establish recommendations for the information collected
Assisting he branches and/ or relevant department to clear
queries
Reporting to management
Reconciliation of pastel accounts
Submitting daily/weekly timesheet
Work on concurrence with the team
and be a team player
Perform ad hoc assignments arising
New account screening and risk evaluation
Investigate incorrect payments/credit notes
Release of hold codes in financial system for overdue
balances and credit C-hold
Create new customers in financial system
Communication regarding collection with customers
Trust-IT processors and administration
Investigate AR accounts for unapplied bookings
Review of overdue invoices
Risk reporting to management
Check balances to be transferred to collecting company
with the responsible FSE
Prepare documentation for collecting company
AR payment term and limit proposal
AR payment term and limit input into systems
Capture new or amended credit limits to customers and
terms of payments to customers
Follow up of customer in company reorganisation
Proposal of Write-offs
Prepare monthly declaration
Complete credit control report with comments and
distribute to Management team
Assisting in AP functions in local office when required.