Bridgette Tswelopele Mokoena

Bridgette Mokoena-| - | www.linkedin.com/in/bridgette-mokoena-90176b6a _______________________________________________________________________________________________ Summary Results-driven Operations and Service Delivery Specialist with over 5 years of progressive experience across IT support, scheduling, and customer service operations. Proven ability to manage and optimize service delivery, resource allocation, and client engagement across cross-functional teams. Skilled in ITSM, incident resolution, and continuous service improvement. Recognized for streamlining workflows, exceeding service-level expectations, and fostering operational excellence. _____________________________________________________________________________________________ Professional Experience Operations Coordinator/Resource Scheduler NTT Data | Johannesburg, South Africa [September 2024] – [May 2024] • • • • Lead daily scheduling and task allocation for service teams across multiple client accounts. Liaised with project managers and stakeholders to align resource plans with delivery timelines. Utilized ServiceNow and internal tools for accurate forecasting and real-time schedule adjustments. Contributed to process enhancements that improved service team efficiency and reduced scheduling conflicts Service Desk Analyst NTT Data | Johannesburg, South Africa [April 2023] – [August 2024] • • • • • • Provided first-line IT support, addressing and resolving technical issues for end-users. Managed service requests, incidents, and tasks using ticketing systems to ensure timely resolutions. Collaborated with teams across departments to streamline workflows and support daily operations. Tracked and monitored deadlines for ticket resolution, ensuring compliance with service-level agreements (SLAs). Communicated effectively with users, providing updates and clear instructions for resolving technical challenges. Maintained accurate documentation of issues, solutions, and processes to improve efficiency. Customer Service Representative Amazon | Johannesburg, South Africa [September 2020] – [February 2023] • • • Delivered exceptional customer support, handling 80+ inquiries per day via chat, phone and email with a 95% customer satisfaction rating. Managed account setups, order tracking, and product information requests. Contributed to process improvements that enhanced customer satisfaction. Sensitivity Label: General Office Coordinator McAuley House School | Johannesburg, South Africa [May 2018] – [August 2020] • • • • Organized office activities and maintained schedules for school events and staff meetings. Created and processed administrative paperwork, including contracts and reports. Ensured accuracy and timeliness in communication with parents, staff, and vendors. Supported daily office operations and improved administrative workflows. _______________________________________________________________________________________________ Education High School Grade 12 (Matric) McAuley House High School | Johannesburg, South Africa Jan 2013 – Dec 2013 Bachelor of Business Science in Project Management BYU Idaho Online | Johannesburg, South Africa Expected Graduation: 2027 _______________________________________________________________________________________________ Certification ITIL 4 Foundations NetCampus | Johannesburg, South Africa April 2025 _______________________________________________________________________________________________ Skills • • • • • • • • • • • • Scheduling and Coordination Administrative Support Communication Skills Problem-Solving IT Service Delivery & Incident Management Resource & Workforce Scheduling SLA Monitoring & Client Success Team Coordination & Stakeholder Engagement Continuous Service Improvement (CSI) ServiceNow, Zendesk, Salesforce, Helpshift Process Optimization & Documentation CRM & Reporting | MS Office Suite (Excel, Outlook, Word) ________________________________________________________________________________________ References Available upon request. Sensitivity Label: General