jacintha scheepers (new cv) 2016

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JACINTHA SHARON SCHEEPERS+27 83 414 7287 or +27 82 461 5093 [email protected]

PERSONAL DETAILS

SURNAME : Scheepers

MAIDEN NAME : Padayachy

NAME : Jacintha Sharon

DATE OF BIRTH : 22 March 1974

ID NO : 740322 0091 08 5

NATIONALITY : South African

MARITAL STATUS : Married with one child (3 year Daughter)

LANGUAGES : English (Verbal & Written very fluent) Afrikaans

ADDRESS : 4 Albemarle Park, Agaat Place, Albemarle, Germiston

EMAIL ADDRESS : [email protected]

DRIVERS LICENCE : Code 08

CHARACTER : Ability to Handle & Work under Pressure Strong Interpersonal Skills Quick Learner, Pro-active & Independent Nature Excellent Analytical & Problem Solving Skills Attentive to details. Flexible, adaptable, Friendly and Confident Ability to work without supervision. Excellent Communication and People Skills

PROFICIENT COMPUTER SKILLS : MS Office 2010 MS Office 2000 & MS Office 2003 (Proficient in Excel), Word

& Power Point, Visio Windows XP 2000 / Internet / Outlook Adobe 6.0 Professional Quickbooks Pro

PROFICIENT IN BUSINESS TOOLS: Oasis Unicenter Service Desk Service Now

Confidential 2 May 2023

mailto:[email protected]


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BACKGROUND AND MOTIVATIONI have been in the Telecoms Industry for 19 years. I have been fortunate to have acquired experience both in the Telecommunications Industry (Telkom SA) for 5 years as well as 7 years as Telecoms Business Support Specialist for Nebula within the Absa Voice Enterprise Department.

The Telkom Corporate Customer Care Centre (CCC) was responsible for handling the top 200 Corporate and Government accounts within South Africa. During my time with this department I was able to cultivate meaningful client relationships and expand on my skills. From 1997 to 2002, whilst employed at the CCC I was responsible for the Voice Aspect of both the Absa Group and Nedcor Group Corporate Accounts.

The fact that I managed to receive Three Service Excellence awards within a period of three years, should attest to my drive, dedication, self motivation, efficiency and overall commitment to customer service excellence.

For 6 years previously, I was employed at Desert Star Trading (Multi-Kom & Fracarro Divisions). During my time there I attained vast experience ranging from Customer Support to Product Knowledge. As the result of my hands on involvement at this employer I was fortunate to develop an excellent understanding of the general operation of business from the very basic to the more involved. I have an excellent understanding of how the financial aspect of any business would operate; once again this is due to my extensive experience over the past 11 years at both my current and previous employers.

In this day and age I regard two things as essential, Customer Service and Building Client Relations, for without these two vital aspects of business; there will be no business!

I am currently employed at One Nebula as a Telecoms Business Support Specialist / Analyst. During my time at Nebula I was assigned to Absa and was involved in the Enterprise Voice – IT Infrastructure Services Department from July 2009 to March 2014. During my time with Nebula I succeeded in receiving two awards, ie: Nebula Top Performer Nationally for Period 1st Mar – 31 May 2013 and the CEO Special Recognition Award for 2012

Throughout my time within this space, I was able to use the vast experience I acquired at Telkom to hone my knowledge of Telephony and Technology. I also managed to cultivate an exceptional relationship from within the Voice Technology Department with the Service Providers, Vendors and Contractors. I was also exposed to the IP Technology (IPT) Environment, which is currently the future of Absa’s Technology. I have received training and have practical experience on all the existing Absa Systems, ie: CA Service Desk (Both Service Requests and Incident Management), Service Now (Incident Management), and Oasis.

My Absa Experience includes, but is not limited to the following: The Original Build and Maintenance of Complete Voice Master Database / Site List. Communication and Escalation of All Priority Failures. As well as ensuring Alignment between asset on site and Site List. Handling of IMAC Requests within required time frames. Planning and Coordination of Branch Upgrades – Voice Specialist Level. Planning and Coordination of the BATSA Rollout during 2013 Was Assigned the Role of Spoc for All BCM Test, Evocations, Telkom Requests General Focus on elimination of underused or unused current mobile infrastructure. Guiding Client within Mobile Spare on the most effective way to manage supplier performance Creation and Management of Risk and Governance Register. Provided Guidance on the correct implementation of the Supplier Management strategy Cultivated a Sound Working Relationship with All Service Providers within the Voice Space



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Currently I am assigned to Deloitte. Where I have been allocated as business analyst within the Mobile Environment. We manage Integrated Mobile Management Services for 3G and APN within this space. This has allowed me to attain increased knowledge of Mobile Technology, with focus of cost saving and streamlining of current environment. I have been in this position from Jun 2014 to date.

My Deloitte Experience includes, but is not limited to the following: Daily Monitoring of all Notifications and Exception Reports. Monthly Reporting on all Dormant Lines, Inactive Employees Out of Bundles Costs Monthly Data Integrity Checks and alignments. Monthly Business Unit Presentations with focus of cost saving. Monthly analysis of Service Provider bills and highlighting of billing anomalies General Focus on elimination of underused or unused current mobile infrastructure. Guiding Client within Mobile Spare on the most effective way to manage supplier performance Creation and Management of Risk and Governance Register. Provided Guidance on the correct implementation of the Supplier Management strategy Managed the collation, analysis and timely reporting of data inputs to support the development

and implementation of the Service Provider Contract Liaising with Service Provider regarding disputes and / or credits required or any contractual or

SLA Inconsistencies. Focuses on ensuring that Key Performance Indicators (KPI) as outlined by Client where

adhered to by Service Provider as well as Internal Business Contacts Cultivated a Sound Working Relationship with All Service Providers within the Mobile Space

Based on my current and previous telecoms / Mobile experience - I feel that I would definitely be an asset to any Company.

EDUCATION & TRAININGConfidential 2 May 2023


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TERTIARY EDUCATION : B.A Human Movement Studies University of the Western Cape 1993 – 1996 Majors: Human Movement Studies & Psychology Minors: English & Physiology

1995 : Gymnastics level 1 Coaching Certificate Gymnastics Specialization Mini Thesis

1993 : Gymnastics Novice Certificate

SECONDARY EDUCATION : Matric Oakland’s Secondary School - 1992 Matriculation Exemption Subjects: English, Afrikaans, Biology, History, Business Economics & Home Economics

EMPLOYMENT HISTORY



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COMPANY : One Nebula

PERIOD : July 2009 - Current

POSITION : Telecoms Business Analyst (2014 – 2016) Telecoms Business Support Specialist (2009 – 2014)

COMPANY PROFILE : Telecommunications Management RESPONSIBILITIES :

Responsible for the Monthly Steercom Report

Responsible for Maintenance of the Monthly Financial Baseline for Voice.

Responsible for the Original Build and Maintenance of Master Voice Site List.

Handling Basic and Complex IMAC Requests.

Spoc for All Service Request Escalations.

Spoc for All BCM Tests, Acknowledge Receipt and log to relevant Vendor / in-house. Manage Test and ALL Queries or comebacks.

Spoc for All BCM Evocations, Manage Requirement as situation presents itself.

Mini Upgrade Project. Action Oasis Requests Submitted by small Branches for PABX Upgrades. Planning and Project Management of Voice Technology Installations, which encompasses the following:

o Completion of all relevant documentation required for the installation of Voice Technology.o Ensuring that System and Cabling requirements are adhered to.o Ensuring that the correct infrastructure and technology is catered for.o Advising the End User on What Level of Technology is required.o Over seeing Installation and Final Commissioning of site.o Co-ordination between the End User and the Service Provider

Spoc for ALL Telkom Voice Requests, New Applications, Upgrades, Downgrades, Suspensions, Cancellations, Disputes, Billing Queries, Consolidations.

Voice Request Applications and Tracking of Installations

Branch Closures – Termination of ALL Telkom Infrastructure – Track for approx 3 - 4 Months, until Final Billing Cycle.

SOH, Fault Project, The Resolution of SOH Faults, as it relates to the Voice Infrastructure.

Implementation of New Helpline (Red Phone) in branches nationally.

Notification of Site Closures to ALL Relevant Vendors, in order to maintain Site List and ensure minimal billing disputes.



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Verification of Information on Siemens Monthly SLA Schedule to ensure 100% Alignment to Master Site List. Monthly Analysis ensured minimal billing errors and cost centre discrepancies

Savings and Consolidation, Identified and Actioned Telkom Savings and Maintained Saving Register

Assistance provided to Senior Voice Specialist – Fritz Terblanche on all Big Moves and was actively involved in the relocation of Business Units from Volkskas Building to Site X and Beatrix Street.

Assistance provide to Voice Specialist – Stephen Scheepers in terms of Acquiring Quotations and chasing purchase order approval.

Continuous Analysis of current Work Processes and identified a more streamlined approach.

Communication and Escalation of All Priority Failures on Service Now and provide feedback to regionals, where required.

Liaising with Service Providers where SLA Times were not been meet and escalated where required.

Submission of relevant Change requests where required for high focus Sites.

Familiar with Oasis, Unicenter Service Desk and Service Now

Data Integrity Check of Mobile Data Information from Service Provider vs Billable Data.

Prepare Monthly Mobile Steercom Presentations

Communication with Internal Business Contacts (BUA) and Mobile Service Provider(s)

Monthly Analysis and Reporting on all Mobile Infrastructure

Creation and Management of Risk and Governance Register.

Provided Guidance to Voice Support on the correct implementation of the Supplier Management strategy

Managed the collation, analysis and timely reporting of data inputs to support the development and implementation of the Supplier Management strategy

Liaising with Service Provider regarding disputes and / or credits required or any contractual or SLA Inconsistencies.

Focuses on ensuring that Key Performance Indicators (KPI) as outlined by Client where adhered to by Service Provider as well as Internal Business Contacts

Liaising with back office development team regarding any system glitches, errors or incorrect reporting



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Cultivated a Sound Working Relationship with All Service Providers within the Voice Space.

ACHIEVEMENTS : Nebula Top Performer Nationally

For Period 1st Mar – 31 May 2013

CEO Special Recognition Award for 2012

Nominated for Outsourced Awards every year Since 2009

COMPANY : Desert Star Trading (Two Divisions) Trading as Multi-Kom & Trading as Fracarro SA



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PERIOD : September 2002 – June 2009

POSITIONS : Operations Manager for Multi-Kom Sales Manager for Fracarro SA

COMPANY PROFILE : SMATV Installations - Multi-Kom SMATV Product Distributor – Fracarro SA

RESPONSIBILITIES : MULTI-KOM

Telephonic communication with Clients and Vendors. Responsible for the ordering of Stock for Projects. Drawing of Schematics for Project Installations Handling of Finances, this includes:

Debtors & Creditors Basic Accounts: Invoicing, Purchase Orders & Petty Cash Processing Advanced Accounting: Journal Entries, Cash Flow Forecasts, Control Accounts for Payroll

Liabilities, Bank Reconciliations, Handling of company Audit HR Involvements: Staff Salaries, Staff Leave, Overtime, Complaints etc. Managed Accounts: Finalizing and Printing of Month end Reports, Balance Sheet, Trial

Balance, General Ledger, Income Statement Finalization and processing of Salaries, this includes all SARS Related tasks as well i.e.: Vat

Returns, EMP201 (PAYE) Returns, IPR5 Issuing via E-Filing Processing of All Monthly Expenses Responsible for Electronic payments to Vendors/Creditors General Administration: Spreadsheets, Schedules, Status Reports, Client Relations

Working primarily on QuickBooks Pro for all accounts and Finance relating information. Very Proficient in MS Excel, MS Word Adobe 6.0 Personal Value added to Company: I was responsible for researching problem areas within the

organization and document and implement new company procedures and strategies.

RESPONSIBILITIES : FRACARRO SA Liaising with clients via Face to face contact (see up to 6 clients per day). Building up of the company brand through ongoing contact with clients by building client

relationships. When necessary arranging special pricing for certain clients. Creating of Specials on products and distribution via electronic format to all clients. Assisting with sourcing of new products. Liaising with overseas suppliers. Coordinating shipments of products/stock to our overseas clients. Placement of orders for products/stock with our overseas suppliers and coordinating shipment

delivery with Freight Forwarders to South Africa Liaising with Bank as regards overseas payments to suppliers.

COMPANY : Telkom SA – Corporate Customer Care)

PERIOD : December 1997 – August 2002



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POSITION : Business Representative

COMPANY PROFILE : Telecommunication

RESPONSIBILITIES : Providing an exceptionally high standard of Customer Care Was Responsible for both the Nedcor and Absa Group Accounts. Telephonic communication with Corporate Clients. Building relationships with Corporate Customers, Providing ongoing feedback to the customers. Service Activation for both ISDN & Analogue, Junction lines, Direct lines, Smart- Access, Toll-

Free & Turbo Access services as well as Data Lines. Fault reporting for both data and ISDN lines Handling account and general queries Working with various computer packages namely Clarify, Matix and CBS

ACHIEVEMENTS : Telkom Spotlight Awards for Service Excellence during The following years – 1999, 2000 & 2002

REPORTING TO : Mrs. Ilhaam Cook - Coach

REASON FOR LEAVING : Relocating to Johannesburg

COMPANY : The High Commission of India

PERIOD : October 1997 (Short Term Temp Assignment)

POSITION : Organisation and General Administration Assistant

REPORTED TO : Alexia Williams (Supervisor)

REASON FOR LEAVING : Short Term – Temp Agency Assignment

COMPANY : ITC BA – Compu-Pay Claremont Branch

PERIOD : 1996 –1997



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POSITION : Permanent Temp

RESPONSIBILITIES : Working with various computer programmes Interacting with Clients Handling Multichoice account queries and general enquires Fault finding with MNET Decoders Handling MNET Payments & various other account payments.

REPORTED TO : Mrs. Gail Brink (Supervisor)

REASON FOR LEAVING : Found Permanent Employment

COMPANY : DEPT. OF HUMAN MOVEMENT STUDIES (University of Western Cape)

PERIOD : February 1995 to November 1995

POSITION : Part-time Student Assistant

RESPONSIBILITIES : Data Capturing / General administration

REPORTED TO : Mrs. I Millers (Supervisor)


PERIOD : March 1994 – November 1994

POSITION : Part-time Practical Assistant – Gymnastics Part-time Typist

RESPONSIBILITIES : Teaching, Coaching, Organization of practical Coaching sessions as well as arrangement of evaluations

REPORTED TO : Mrs. D Jones (Supervisor)


PERIOD : March 1994 – November 1994



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POSITION : Part-time Student Assistant

RESPONSIBILITIES : Diet Analysis Reporting, Health & Physical Fitness Reporting

REPORTED TO : Mr. L L Leach (Supervisor)

BUSINESS REFERENCES : Programme Management Consulting for

Absa CRES Property ConsolidationJuanita Pretorius Cell: 082 801 4282

Absa – Senior Voice SpecialistFritz Terblanche 011 350 6335 082 453 4496

Absa Account ManagerRiana Kotze011 350 6046082 788 9188

Nebula – Previous ManagerDonovan Van Niekerk081 337 7821

Nebula – Current ManagerChris Van Wyk082 417 0017

Multi-Kom – DirectorMr. Joe Cruz082 338 9023

From: "Viljoen, U. (Ursula)" <[email protected]>To: <[email protected]>Cc: "Morris, R. (Rob)" <[email protected]>; "Brink, A. (Alet)" <[email protected]>; <[email protected]>Subject: Staff Compliment!Date: 01 August 2001 11:51

Good afternoon Prem!Confidential 2 May 2023


CV submitted by


I'd like to forward you a compliment for one of the most competent Telkom staff members my TEAM and I have ever had the pleasure dealing with.

Jacintha Padayachy, working at the Telkom Customer Care Centre in Cape Town, is an absolute dream to work with. She is 100% efficient, always on time with requests, very well spoken and friendly, and more than willing to assist the Nedcor TEAM with much effort from her side.

It is not often that we get to work with someone so proficient and someone who strives to please a customer. I see her as a very important asset to Telkom that should be appreciated each day. All I can say is...if you employ more staff according to Jacintha's stature - Telkom will continue being a renowned company, the best in its league.

Hoping this message reaches you in good faith, and will be passed on to Her Senior for viewing.

Kind Regards,Ursula ViljoenBranch Support AdminTel: (011) 406-0002Fax: (011) 406-0234Cell: 083 424 8575E-Mail: [email protected]

"Nothing great was ever achieved...without Enthusiasm"!



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jacintha scheepers (new cv) 2016

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