PERSONAL INFORMATION
Name -Xuan D. du Plessis
Date of birth-29 December 1978 (41)
Languages-English and Afrikaans-Speak/Read/Write
Health-Excellent
Highest grade-Matric
TERTIARY EDUCATION
IEASA - 2007 -CEA (Certified Estate Agent)
Blazing Moon - 2005 -Excel Advanced (Certificate)
CBM Training - 2004-Submitting Winning Tenders (Certificate)
Associated Management Services-Psychology of Customer Service (Diploma)
Services SETA (Grant Heale)-Sales & Neg. Skills Development training
DDV Skills - 2016-Customer Service Excellence Workshop
NOSA - 2004-Basic SHE/Applying SHE principals (Certificate)
SKILLSOFT COURSES
- Anger Management Essentials: Manage and Control Anger (Certificate 2017)
- Developing Learning Practices (Certificate 2017)
- Developing Your Business Ethics (Certificate 2017)
- Introduction to Windows 10 (Certificate 2017)
- Microsoft Windows 10 End User: Signing in and First View (Certificate 2017)
- IT Security for End Users: IT Security Fundamentals (Certificate 2017)
- Managing Your Career: Leveraging the Performance Appraisal (Certificate 2016)
- Search Engine Marketing: Getting Discovered by the Customer (Certificate 2017)
- Customer Experience 101: The Perfect 10 (CEX101) English (Certificate 2016)
- Get Your Project off the Ground (Certificate 2016)
- MTN Procurement policy curriculum (Certificate 2017)
- Public Speaking Strategies: Preparing Effective Speeches (Certificate 2017)
- Public Speaking Strategies: Confident Public Speaking (Certificate 2017)
- Managing Your Career: Leveraging the Performance Appraisal (Certificate 2017)
COMPUTER LITERACY
Microsoft- Excel (Advanced) - (Certificate) + Outlook/Outlook Express & Internet
Pulse- Scheme Finance Program - (Certificate)
ESP- Full Financial System - (Certificate)
Accountability- Scheme Lookup - (Certificate)
Datamed- MP/DPM - (Certificate)
Navision- Full Function
Bondtrack- Full Function Bond Originating System - (Certificate)
Sugar CRM- Ticket logging system for customer cases - IT
Verizon- MTN internet top up bandwidth system - IT
NAS/BRAS- Client account management system – IT
Radius Manager- Client account management system – IT
Vexim- Client email address management system – IT
Unibase- Telkom client management system – IT
Redmine- Internal case logging system - IT
Typing Ability - 40-45 Words per minute
GCMS- Case logging and database system – IT
Oracle- CRM on demand – IT
BSS (Infozech)- E-Bill Webcare – IT
Pastel Evolution- Quoting Function
Ampersand-Transcription and Annotation platform
SRT Rating Tool-Social Media Rating Tool
PROFESSIONAL EXPERIENCE
Company-Vision RX
Period-April 2018 - Current
Position held-Owner
Duties:
-Sales
-Marketing
-Freelance Transcriptions and Annotations (Afrikaans to Afrikaans)
-Freelance Content Quality Evaluator (Social Media Platform Evaluator)
__________________________________________________________________________________
Company-Smart Village (MTN)
Period-December 2016 – April 2018
Position held-Projects Coordinator
New installations:
- New installations for largest estate of Smart Village
- Process all new applications for installation
- All client information captured online. Paperless environment
- Coordination of installation between clients and contractor
- Coordination of installation between clients and technicians
- Coordination of client site surveys
- Coordination of client quotations
- Processing of signed quotation and deposit payment from clients
- Provide customers with product and service information
- Process orders and applications
- Processing clients contract period
- Processing configuration of client’s new installation equipment
- Processing all builders power connections for newly built stands in estate
- Prioritize and plan work flow daily for technical staff
- Setting up of appointments
- Handling escalations and exceptions
- Monitoring of estate installations and coordinating SLA turn-around times
- Planning of installations to maximize resources
- Assisting to resolve problems that arise on the same day
- Upholding company installation policies
- Managing sub-contractors daily
- Respond to client queries timeously
- Weekly installation report to management
- Number porting / Broadsoft Number Provisioning requests
- Ensure accurate completion of job sheets by technicians before submission to finance
Since MTN took over Smart Village and a new promotion started I have processed 770 new installations from 1/3/2017 to 22/8/2017. The average for previous years was +- 550 per year.
Billing:
- Processing of client installation billing to finance.
- Processing of clients billing start date.
- Processing of client’s promotional vouchers.
- Checking and signing off contractor invoices for payment by finance.
Company-Smart Village (Multichoice)
Period-March 2011 to November 2016
Position held-Projects Coordinator
New installations:
- First contact for new clients
- Respond to customer enquiries
- Client files creation and maintenance
- Coordination of installation between clients and contractor
- Coordination of installation between clients and technicians
- Coordination of client site surveys and quotations
- Obtaining a signed quotation and deposit payment
- Provide customers with product and service information
- Process orders, forms and applications
- Prioritize and plan work flow daily for technical staff
Top Management queries:
- Receiving the queries from the MD and directors from clients.
- Full investigation is done for feedback to relevant manager.
- Full resolution of management query required and delivered
Company faults email address:
- Managing of estate faults email address. +-500 clients
- Ownership of email query till resolved
- Relationship building between departments for good customer service
- Routing work to departments for customer complaint resolutions
Sales:
- Doing first point of contact sales on in-bound calls
- Up selling and cross selling to clients
- Stay with process from application to installation on own sales/clients
Take-over:
- Assisting with the full migration of liquidated company clients to new owners
- Client had to be eased over
- Process was planned for 2-3 months but continued at month 5
Accomplishments in position: Take-over/migration 2011
Company-Goal Technology Solutions
Period-November 2009 to March 2011
Position held-In-bound call centre agent
Call answering:
- Answering phones professionally
- Respond to customer enquiries
- Research required information using available resources
- Handle and resolve customer complaints
- Provide customers with product and service information
- Process orders, forms and applications
- Identify and escalate priority cases
- Route calls to appropriate resource
- Follow up on customer calls
- Doing client top-ups of bandwidth
Cancellations:
- Receiving all client contract cancellations
- Customer retention/cancellation
- Action client cut off dates and equipment returns
- Address and resolve customer complaints
Company INFO email address:
- Managing the company info@ email address
- Ownership of email query till resolved
- Relationship building between departments for good customer service
- Routing emails to different departments
Sales:
- Doing first point of contact sales on in-bound calls
- Up selling and cross selling to clients
- Stay with process from application to installation on own sales/clients
Reports:
- Monthly info@ stats report to management
- Weekly commission report to management
- Weekly cancellations report to management
Accomplishments in position: Knowledge of the IT industry
Second in charge
Reason for leaving: Company liquidated - Retrenched
