SILKE STEVENS
York,York
Summary
Experienced middle manager with a strong background in people management, staff development, process development and a proven track record in escalation and complaint handling and resolution. Skilled in active listening, resourcefulness, negotiation techniques, and multilingual communication. Demonstrates critical observation and analytical thinking to drive continuous improvement.
Takes on challenging new roles harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
30
30
years of professional experience
1995
1995
years of post-secondary education
Work history
Volunteer
RSPCA SHOP YORK
04.2024 - 01.2025
- Assist with sorting of donations, preparation of items for display in the shop as well as front of house at the till point
Connectivity Support Manager
Internet Solutions
11.2004 - 10.2018
- Manager of the operational activities of senior and junior level network support engineers within the biggest business unit at Internet Solutions
- Duties include people management, service request management, process and resource management
- Responsible for the integration and absorption of several teams and problem areas into the Connectivity Support space to guarantee client satisfaction and operational excellence to guarantee that client services are delivered at the absolute highest level and within the terms of client SLA's
Customer Implementation Manager
UUNET SA
10.1999 - 10.2004
- Ensuring that the Customer Implementation Team runs at optimal performance throughout the year
- Management of 11 staff members - project coordinators as well technical installation engineers
- Monthly reporting in terms of bandwidth management for the network as well revenue installed
- Managing internal projects in terms of network installations
- Arranging both locally and internally of all UUNET products
- Dealing with internal and external escalations with regards installs in process
- Meeting monthly targets
Project Secretary
Brown and Root Industrial Services
05.1997 - 09.1999
- Worked on projects for SAB, building of breweries in Thika, Kenya (SAB Project) as well as Bom Jesus, Angola (SAB Coca Cola Project)
- Secretarial duties for Project Manager, Services Manager, Contracts Manager as well as the Civil/Structural Manager
- Responsible for the Integrated System (IBS) as well as the Integrated Labour System (ILS) for four projects
- Assisting on Cost Control System with costings and invoicing on projects
- Contracts, monthly reports and presentations were also part of my responsibilities
Personal Assistant to Chairman
Big J International Holdings
03.1996 - 05.1997
- Liaising with international clients
- Translation of documents from English to German, all administrative duties and maintaining his diary
Training Board Secretary
Southern African Printing College
08.1995 - 02.1996
- All administrative duties including evaluation of examinations and management of Petty Cash
Secretary
Network of Training
01.1995 - 07.1995
- All administrative duties including maintaining of training database, product ordering and distribution and assisting with trainee evaluations
Education
PERSONAL ASSISTANT DIPLOMA - Personal Assistance
ACADEMY OF LEARNING
Johannesburg, South AfricaMASTERING POWERPOINT & EXCEL '97 - undefined
EXECUTRAIN
MANAGING PEOPLE AND PERFORMANCE - INTRODUCTION TO PROJECT MANAGEMENT SERVICE EXCELLENC WORKSHOP - undefined
LINDA COETZEE AND ASSOCIATES
MANAGING BY PROJECT METHODOLOGY - undefined
XPERT TRAINING
INTERVIEWING/SELECTION/TIME MANAGEMENT/COACHING & SETTING ACHIEVABLE OBJECTIVES - undefined
MCI TRAINING
ITIL FOUNDATION/PRECEPTION MANAGEMENT TRAINING - undefined
DIMENSION DATA UNIVERSITY
EFFECTIVE PEOPLE MANAGEMENT/LEADING BY TALENT/DIVERSITY AWARENESS/ESSENTIAL MANAGEMENT TRAINING - undefined
DIMENSION DATA UNIVERSITY
Skills
- People management
- Staff development
- Process development
- Service delivery
- SLA compliance
- Escalation
- Active listening
- Resourcefulness
- Multilingual
- Negotiation techniques
- Middle Management
- Administrative support
- Complaint handling and resolution
- Critical observation
- Analytical and critical thinking
Custom
Mohammed Dockrat, Operations Manager - Connectivity, Internet Solutions, 084-552-2443
Affiliations
- History - books / documentaries / movies
- Cooking - love creating Vegan dishes and exploring new ways to create wonderful plant based meals
- Yoga - Yin and Vinyasa
Languages
English
Fluent
Afrikaans
Fluent
German
Native
Timeline
Volunteer
RSPCA SHOP YORK
04.2024 - 01.2025
Connectivity Support Manager
Internet Solutions
11.2004 - 10.2018
Customer Implementation Manager
UUNET SA
10.1999 - 10.2004
Project Secretary
Brown and Root Industrial Services
05.1997 - 09.1999
Personal Assistant to Chairman
Big J International Holdings
03.1996 - 05.1997
Training Board Secretary
Southern African Printing College
08.1995 - 02.1996
Secretary
Network of Training
01.1995 - 07.1995
MASTERING POWERPOINT & EXCEL '97 - undefined
EXECUTRAIN
MANAGING PEOPLE AND PERFORMANCE - INTRODUCTION TO PROJECT MANAGEMENT SERVICE EXCELLENC WORKSHOP - undefined
LINDA COETZEE AND ASSOCIATES
MANAGING BY PROJECT METHODOLOGY - undefined
XPERT TRAINING
INTERVIEWING/SELECTION/TIME MANAGEMENT/COACHING & SETTING ACHIEVABLE OBJECTIVES - undefined
MCI TRAINING
ITIL FOUNDATION/PRECEPTION MANAGEMENT TRAINING - undefined
DIMENSION DATA UNIVERSITY
EFFECTIVE PEOPLE MANAGEMENT/LEADING BY TALENT/DIVERSITY AWARENESS/ESSENTIAL MANAGEMENT TRAINING - undefined
DIMENSION DATA UNIVERSITY
PERSONAL ASSISTANT DIPLOMA - Personal Assistance
ACADEMY OF LEARNING
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