Tebogo Meso

Experience

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  3D Human Solutions

  Jan 2008 - Apr 2008

  IT Trainer

  • Training inmate’s basic hardware, software, Microsoft Exchange, Security Management and networking technologies skills.• Scheduling class room tests and compiling performance reports for the officials with trends on the progress of inmates. • Preparing study materials.

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  TSS MS

  Jul 2008 - Jul 2011

  • Managing a team of 27 agents and 2 team leaders.• Monitor outstanding calls together with escalated incidents.• Maintain relationship with client and monitor satisfaction.• Managing the workload of the 1st line and 2nd line support agents and addressing any quality issues with QM Manager. • Composing analytical reports reflecting inbound and outbound activities, call volumes and abandonment rate. • Overseeing performance appraisals, producing and maintaining staff training plans.• Manage compliance with SLA’s.• Financial Management.• Continual service improvement.• Contract management.• Service level management.• Supplier management.• Manager user satisfaction.• Service lifecycle management Show less Team Management• Coaching a team of 27 agents and ensure agents are delivering individual- and team targets.• Leadership of team.• ‘Lead from the front’ – Set a positive example to agents with regards to work ethic, company culture, maintaining high energy levels, etc.• Conducting performance appraisals.• Designing roles and lunch break rosters.• Drive a high-performance environment.• Manage and motivate agents and quality performance.• Handling customer escalations.• Active floor-walking.• Carry out weekly performance reviews and conduct weekly ‘catch-up’ meetings with agents to discuss morale, performance and areas of concern.Trend Analysis• Monitor and analyse team performance on a regular basis and action appropriately.• Assess and report trends that stand and establish possible reasons for those trends.• Take appropriate and timely action whenever performance is not in line with established standards.Reporting• Provide solutions to maintain and improve team statistics.• Provide weekly attendance report.• Regularly update team statistics.• Compiling and publish daily statistics reports.Human Resources• Take appropriate disciplinary action according to the Company’s Code of Conduct• Liaise with Service Desk Manager and Human Resources where necessary• Conduct Performance discussions and implement Performance Improvement Plan in line with Company Policy when appropriate• Participate in recruitment activities (when needed)• Manage all team exceptions (Sick, etc.)Adhoc• Administering and ensuring the availability of the IVR system Show less

  • Service Desk Manager

    Dec 2010 - Jul 2011

  • Team Leader

    Apr 2009 - Dec 2010

  • Service Desk Engineer

    Jul 2008 - Apr 2009
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  EOH MPS

  Jun 2011 - Jan 2015

  Incident Manager

  • Developing and maintaining the incident management process which entails(Initial support and classification, Incident recording, resolution confirmation and closure of incidents) • Distributing daily report of all breaching and breached SLA to resolver groups, depict and derive a weekly report on trends of incidents breaching\breached incidents.• Recovery of incidents not assigned to resolution groups, Detecting potential trends and liaising with problem management where applicable (Monitoring progress on resolving known errors/Raising RFCs to clear errors/Guide and assist specialist support staff/Identification of all incidents and classification).• Driving the efficiency and effectiveness of the incident management process and procedure, liaising with customers and service level managers where service targets have not been met.• The identification of major incidents, liaising with incident and problem management processes to ensure speedily recovery\restoration and adhering to defining the root cause via problem management.• Providing input to SLA negotiations and reviews, Developing Incident management processes and agreeing interfaces to other SMFs (Service Management Functions). Show less

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  BCX

  Nov 2015 - Oct 2021

  • Oversee and manage the problem management process over multiple BCX clients.• To coordinate activities related to specific problems with the specific accounts.• Ensure that the RCA is produced and provided to the client with in the agreed SLA.• Do trending on incidents and log proactive Problem tickets• Ensure that necessary changes are logged during problem investigations • Produce Know Errors and Solutions for the service desk team.• Ensure that the know error database is updated frequently. Show less

  • Ops Spec: Service Management

    Nov 2019 - Oct 2021

  • Client Services Coordinator

    Nov 2015 - Nov 2019
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  FNB South Africa

  May 2019 - Nov 2019

  Incident\Problem Management Specialist
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  South African Revenue Service (SARS)

  Sept 2021 - now

  Ops Manager: Problem Management