Producing result in time
Sitta Moripeh
Licence & Administration Officer
Freetown
Summary
Dedicated administrator professional with history of meeting company goals, utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable personality successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals. Enthusiastic, passionate and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of my roles and training to produce result at all times. Motivated to learn, grow and excel in the downstream petroleum sector.
Overview
12
12
years of professional experience
12
12
years of post-secondary education
Work History
Licence & Administration Officer
Petroleum Regulatory Agency
Freetown
07.2021 - Current
- Directly involved in the processing and printing of certificates for paid petroleum operators.
- Direct involvement in updating compliance and Standards database.
- Identify potential Licence within the downstream sector.
- ensure effective communication is established between the Agency and the intended Licencee.
- Undertake compliance field activities and projects including writing reports for such field work as required.
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Onboarded new temps by entering employee information into the Compliance Database.
- Undertake any other task assigned by the Head of Compliance and Standards and the Executive Chairman.
Human Resources Officer
Petroleum Regulatory Agency
Freetown
01.2021 - 07.2021
- Engaged in recruitment and other staff matters.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Coordinated employee placements and administrative details.
- Promoted employee engagement with organizational objectives during new employee orientations and industry conventions.
- Conducted check-ins with employees to assess workplace health and personnel engagement.
- Undertake any other task assigned by the Human Resources Manager and the Executive Chairman.
Operations Supervisor
Trans International DSTV Sierra Leone
Freetown
01.2018 - 10.2019
- Monitor and manage absenteeism and punctuality of Operations staff so as to fill in sick, annual leave and any day off on a leave form
- Monitor and compile monthly roster for Operations departments – Call center & Front Counter team
- Conduct coaching/warning session whenever required – document and file all copies with HR
- Submit Operations monthly report to management – (front counter, cashiers, call Centre, IT, installers and Churn & Retention)
- Manage /report to Operations Manager any abnormalities or lack of adherence to policies and procedures
- Make arrangement for special events, public holidays – ensure that there are enough head counts on duty and serving Orange and Dealers
- Ensure that dissemination of information is effective, that all communication from Multichoice Africa (MCA) is cascaded appropriately
- Daily check of 3rd party activities, availability and system performance
- Ensure that the Operations and the call center’s team is assigned to take care of all queries and requests via WhatsApp’s
- Monitor and address any abuse of internet usage, usage of personal mobile phones and frequent movement from one’s desk
- Assigned dealers to different staff members for proper support and follow up on issues
- Ensure and monitor that the front counter’s team leader is making sure that an excellent customer service is offered to clients at all times
- Ensure and monitor that the front counter team leader manage the installer’s performance and service level
- Ensure and monitor that both the team leaders (Call center and front counter) are working on improving the Data Base Cleanup on Customer’s account
- Ensure and monitor that the welcome calls are done daily and that an action plan is followed thereafter
- Ensure and monitor that the churn and retention team leader is performing as per the set agreed standard
- Ensure and monitor that the IT team is available to provide the daily support required for Operations and other departments
- Ensure that all calls logged with Service Desk (SD) are monitored, team should chase the MCA and SD for a quick resolution to the call logged and resolve customer’s queries quicker
- Monthly monitoring of staff’s performance and schedule the necessary training whenever need be
- Monthly or quarterly assessments on the different levels to be conducted to meet business needs
- Train all new staff and liaise with MCA training team for necessary access
- Ensure improvement on staff performance after training, work up an action plan if need be
- Draft action plan for staff that are facing challenges and performance management to be followed thereafter
- Liaise with MCA regional supervisor/Manager for urgent issues
- Liaise with marketing /sales department – Operations Projects
- Liaise with finance department – Operations Projects
- Promote self-help – Online (E 16 reset, checking of accounts and mobile payment)
- Ensure that the Operations staff conduct themselves in line with the MCA values (Promote positive attitude)
- Ensure and monitor that all Operations staff contribute to the goal and objectives set up for the year local and from MCA
- Ensure that all Operations staff attend meetings, special event, corporate presentation – MCA recommendation
- Conduct a monthly or bi-monthly performance discussion with all team leaders – Evaluation form to be used
Operations Supervisor
Transnational Dstv Sierra Leone
Freetown
11.2017 - 02.2018
Call Center Team Leader
11.2017 - 01.2018
- Ensuring effective and seamless communication across the call centre
- Ensuring individuals are performing against targets, while reviewing their performance and coaching them to do so
- Efficiently answer customer enquiries and process domestic as required
- Provide a safe and healthy work environment
- Assist with coaching / training of the Contact Centre Agents to ensure that they achieve or exceed company expectations for quality, sales and service by providing regular, constructive feedback and guidance to develop employees to their full potential
- Provide satisfactory resolutions to customer issues escalated from the Contact Centre Agents
Account Receivable Assistant
SMART Mobile
10.2014 - 06.2017
- Reconciliation of cash collection from agents, cashier, and direct sales
- Managing bank deposits
- Management and reconciliation of all cash accounts
- Monitoring and reconciliation of Electronic Voucher stock in channels
- Daily sales reporting
- Daily and monthly reporting on stock movements versus cash balances in channel and warehouse
- Monthly stock verification
- Preparation and management of Postpaid invoices and collections
- Prepare daily revenue and journal vouchers
- Accurate preparation of regular and update debtors schedule
Account Payables AssistantAugust
01.2015 - 10.2015
- General office petty cash management, reconciliation and reporting
- Preparing payments vouchers and processing cheques for vendors
- Establishment and maintenance of systems needed for easy document sourcing
- Collation and input of payments and revenue in the Balancing System
Senior Front Desk Agent
01.2014 - 10.2014
- Providing best-in-class customer reception
- Presenting products and services to customers in a professional manner
- Apply marketing and sales skills to up-sell/cross-sell with strong communications skills
- Assisting customers to understand products and device configuration
- Issue resolution, dealing with customer queries, and necessary escalation
- Registering SIMs and other value-added services
- Establishing and editing customer account information
- Replacement of damaged vouchers and up-cross selling SMART product and services
- Providing regular front office reports to management
- Managing all petty cash transactions
Customer Care Representative, Call Center Operator, Assitant Cashier
AFRICELL
01.2010 - 03.2014
- Proactively managing customers’ needs, complaints and requests
- Team management ensuring customer needs managed
- Facilitate the registration and replacement of lost Sims for customers/Clients
- Escalation and management of customer complaints to engineering team
- Keeping customers abreast of network improvements and dispute resolution
- Sales of SIM Cards, Top-up and creation of daily reports
- Receipt of cash and updating postpaid and Close Users Group customer’s bills in the system
- Handling all cash transactions
- Facilitate the creation and Activation of Postpaid
Education
Bachelor of Science - Public Sector Management
Institute of Public Administration And Management (IPAM)
Freetown, Sierra Leone 10.2009 - 12.2012
Diploma - Public Sector Management
Institute Of Public Administration And Management (IPAM)
Freetown, Sierra Leone 10.2007 - 09.2009
Certificate in computer studies (Microsoft Windows, Dos, Word, Excel and Internet) -
Xara Computers And Training Institute
Freetown, Sierra Leone 02.2009 - 08.2009
West Africa Senior School Certificate Exam -
Annie Walsh Memorial Secondary School
Freetown, Sierra Leone 09.1998 - 06.2005
Skills
Motivated self-starter with strong affinity in the technology sectorStrong competence and experience of administration, customer service and business logistics
Time Management, Organization & Integrity
Microsoft Word, Excel, PowerPointGood team player and motivator of othersThrives in multicultural team environmentGood interpersonal skillsEffective verbal and written communication skills in English and other local languagesDetailed, process driven and thorough in delivery of workExperienced working in challenging conditionsProject Planning, Task delegation, & Research
Interests
Referee
Brima M. Baluwa Koroma
Executive Chairman
Petroleum Regulatory Agency
+23276663891
baluwakoroma@pral.org
Mr. Samuel B Freeman
Human Resource Manager
Transnational DSTV Sierra Leone, Multichoice.
Mobile: +23230250725
Timeline
Licence & Administration Officer
Petroleum Regulatory Agency
07.2021 - Current
Human Resources Officer
Petroleum Regulatory Agency
01.2021 - 07.2021
Operations Supervisor
Trans International DSTV Sierra Leone
01.2018 - 10.2019
Operations Supervisor
Transnational Dstv Sierra Leone
11.2017 - 02.2018
Call Center Team Leader
11.2017 - 01.2018
Account Payables AssistantAugust
01.2015 - 10.2015
Account Receivable Assistant
SMART Mobile
10.2014 - 06.2017
Senior Front Desk Agent
01.2014 - 10.2014
Customer Care Representative, Call Center Operator, Assitant Cashier
AFRICELL
01.2010 - 03.2014
Bachelor of Science - Public Sector Management
Institute of Public Administration And Management (IPAM)
10.2009 - 12.2012
Certificate in computer studies (Microsoft Windows, Dos, Word, Excel and Internet) -
Xara Computers And Training Institute
02.2009 - 08.2009
Diploma - Public Sector Management
Institute Of Public Administration And Management (IPAM)
10.2007 - 09.2009
West Africa Senior School Certificate Exam -
Annie Walsh Memorial Secondary School
09.1998 - 06.2005