Jacintha Scheepers CV for Telecom Analyst Role

CV submitted by
JACINTHA SHARON SCHEEPERS
+27 83 414 7287 or +27 82 461 5093 sjscheepers@vodamail.co.za
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 : sjscheepers@vodamail.co.za
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 Page 1 14 July 2016

CV submitted by
BACKGROUND AND MOTIVATION
I 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

CV submitted by
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.

CV submitted by
EDUCATION & TRAINING
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

CV submitted by
EMPLOYMENT HISTORY
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.

CV submitted by
 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.
 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.

CV submitted by
 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
 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

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

CV submitted by
COMPANY : Telkom SA – Corporate Customer Care)
PERIOD : December 1997 – August 2002
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

CV submitted by
COMPANY : ITC BA – Compu-Pay Claremont Branch
PERIOD : 1996 –1997
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)

CV submitted by
PERIOD : March 1994 – November 1994
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 Consolidation
Juanita Pretorius
Cell: 082 801 4282
 Absa – Senior Voice Specialist
Fritz Terblanche
011 350 6335
082 453 4496
 Absa Account Manager
Riana Kotze
011 350 6046
082 788 9188
 Nebula – Previous Manager
Donovan Van Niekerk
081 337 7821
 Nebula – Current Manager
Chris Van Wyk
082 417 0017
 Multi-Kom – Director
Mr. Joe Cruz
082 338 9023
From: "Viljoen, U. (Ursula)" <UrsulaVi@nedcor.com>

CV submitted by
To: <PatherP2@telkom.co.za>
Cc: "Morris, R. (Rob)" <RobMo@nedcor.com>; "Brink, A. (Alet)" <AletB@nedcor.com>; <PadayaJs@telkom.co.za>
Subject: Staff Compliment!
Date: 01 August 2001 11:51
Good afternoon Prem!
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 Viljoen
Branch Support Admin
Tel: (011) 406-0002
Fax: (011) 406-0234
Cell: 083 424 8575
E-Mail: ursulavi@nedcor.co.za
"Nothing great was ever achieved...without Enthusiasm"!

CV submitted by

Jacintha Scheepers CV for Telecom Analyst Role

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