Ramushu - Project Administrator - Roodepoort, South Africa

Matshukudu Ramushu

Roodepoort, South Africa


Project Administrator


ROLES: Project Administrator – current rolePersonal Assistant; Account & Services Administrator; Insurance Claims Administrator; Group Frontline Customer Services Advisor; Researcher & Office Administrator; TV Presenter; Creative Artist/ Designer; Graduate
My academic and professional qualifications and training include:
• Bachelor of Social Sciences graduate -1997, University of Cape Town; Majors: Industrial Psychology & Philosophy.
• Prince 2 Foundation - February 2013 (due to undertake Prince 2 Practitioner in 2014).
• Microsoft Projects (MSP 2007) - December 2012.
• PMT, AAT & EPM training – October – November 2012.
• Project Management - SLP Diploma - November 2009.
• Art of Project Management - 3 day application course; 11/11/2009 - 13/11/2009.
• Business Management & Administration - SLP Diploma - December 2010.
• Event Management – May 2009.
• Effective Minute Taking Training – May 2013

In general, my skills and attributes are: Project Administration; Coordination; Communication; Facilitation; excellent interpersonal relations; Charismatic; Creative; Resourceful; Self-reliant and dependable; Mature; Keen learner; Able to cope well under pressure; Team work; and a good sense of work ethics.

Work History

Project Administrator - Standard Bank Personal & Business Banking - Core Banking Transformation Migration (BR3 (past)

Standard Bank

March 2013 - March 2014

Johannesburg, South Africa (contracting through All About Xpert) 18/03/2013 - 31/03/2014 (contract expiry date):
Project Administrator - Standard Bank Personal & Business Banking - Core Banking Transformation Migration (BR3 (past); BR5 & BR6 (present).

REASON FORL LEAVING: Opted to look for better opportunities when contract expired on 31/03/2014.

Responsibilities and Experience gained:
Over and above my general Project Administration tasks, I am also assigned to the following initiatives at Programme level:
• Participated in the BR3 Migration event in April 2013 as Project Administrator supporting the Execution Manager and Migration Teams, whereby 4.3 million (+ R5 billion worth) accounts were migrated to AccessAccounts.
• Participate in the ME24 Environment Testing Seating Cycle events as Project Administrator, supporting the Execution Manager and Migration teams.
• BR5M Technical Integration Forum - schedule meetings and workshops; coordinate communications, activities and tasks; maintain the decision, action and risks & issues logs for the programme.
• BR5M Stand Up Meetings - scheduling and reporting on the weekly follow up sessions with the programme managers and project managers.
• BR5M Change Request Forum - scheduling and reporting on the bi- weekly programme Change Request forum meetings.
• BR6M Migration Programme - scheduling of meetings, workshops and sessions; coordinating communications, activities and tasks; follow-up on action items with incumbents, minute-taking and reporting at all programme Deep Dive Sessions, Integrated Planning Sessions, Checkpoint Sessions; assist with preparations for Board meeting presentations; general administration (communications, maintain action, decision and risks & issues logs)

General Project Administration Role:
• Planning, executing and monitoring the administrative activities of the programme
• Successful planning and the delivery process by collecting, processing, and maintaining data in a consistent form

Project Administrator - Standard Bank Personal & Business Banking - Inclusive Banking (IT)

Standard Bank

September 2012 - March 2013

Johannesburg, South Africa (contracting through All About Xpert) 10/09/2012 - 15/03/2013:
Project Administrator - Standard Bank Personal & Business Banking - Inclusive Banking (IT).

REASON FORL LEAVING: All work requests/ projects closed owing to budget constraints (transfer to a different department)
Responsibilities and Experience gained:
• Responsible for assisting the Project Manager in monitoring and tracking the performance of the project. This involves many activities, including maintenance of project schedule, reporting on status, documentation, creation of executive presentations, review mechanisms, risk updates, booking and preparations of meetings / workshops / minute taking and keeping of accurate records of the project activities.
• Accountable for successful planning and delivery process by collecting and maintaining data in a consistent form
• Provide support to Portfolio and Project Mangers in ensuring that all projects are registered and correct governance is being followed.
• Invoice management to ensure that invoices are paid timeously, have valid contracts and are recovered.
• Implement guidelines, procedures and templates to collect and maintain consistent data and provide hands on delivery support to a program or project.
• Facilitate the creation and update of program or project plans as required by the program/project manager.
• Development of live documents such as: Resource Planned vs Actual Hours to ensure full cost recovery management not less 150 hrs per month per individual; Resource Calendar; Asset Register) and monitor and maintain these for Project Management reporting and referral purposes on EPM/Group Sharepoint and regular reports to all relevant parties.
• Implement agreed progress reporting mechanisms for all projects.
• Assist the program/project manager in the preparation of status reports.
• Perform administrative duties including the capturing of financial data on the PMT system and regular highlight reports.
• Ensure...

Project Administrator


From September 2011

Information Communications and Technology Management Department (Business Support Information Systems): SAP Centre of Excellence & BU Functional Team Projects.

REASON FOR LEAVING: Left to undertake an opportunity which would enable me to enhance my skills, qualifications and experience further.
Responsibilities and Experience gained:
• Worked in close cooperation with project and transition managers to assist and provide analytical and administrative support in all tasks and activities that need to be undertaken - e.g. meeting preparations, event planning, team coordination and task supervision, following the existing methodology. Perform assigned project tasks - e.g. sending out communications, and any other tasks and deliverables as per PMO directive.
• Interact with technical resources and business stakeholders, and provide a communication channel between them - e.g. Communication of information as per PMO directive (verbal and written)with consultants, managers and other HOD's (local and international at all levels) regarding project arrangements et al matters; and maintenance of records of all correspondence.
• Liaising and coordinating with team members, suppliers, HODs and business units to expedite all tasks and deliverables to achieve project objectives and coordinate with 3rd party suppliers should the need arise.
• Follow-up outstanding actions from meetings / workshops - e.g. expediting tasks, deliverables and milestones with all team members and HODs to ensure their compliance with the project deadlines and plans, particularly for the BU Functional Team project, whose team members include CEOs, General Managers and various other heads of business units.
• Resource Time administration: Monitor and report on time booked by participants against projects - i.e. administration of Leave (annual and sick) and attendance registers, and any other personnel issues (e.g. organising interviews), and ensuring adherence compliance to all HR requests and...

Project Coordinator (Administrator) & Personal Assistant


April 2008 - August 2011

Project Synthesis - Group Information Management Department.

REASON FOR LEAVING: End of contract and role on project.
Responsibilities and Experience gained:
Main roles: Project Coordinator in the Project management Office (PMO); Corporate Social Responsibility (voluntary social work); Personal Assistant; Event Organisation:

• Coordination of day to day administration activities to ensure the smooth flow of the project and team mobilisation and functions - i.e. process security, parking and IT etc access applications and inductions sessions for new-comers; manage all communications, queries and requests from team and stakeholders; problem-solving; planning and organising office space for team; ordering stationery and other requirements. This is achieved through communication with various departments and suppliers to organise these facilities.
• Responsible for the establishment, implementation and communication of the administration procedures to the project team, and to ensure that the team complies with the set out procedures and assist where necessary.
• Assist with the organising and coordinating Programme Management and team with preparations for meetings and workshops, as well as for Steercom - i.e.: collating and printing of minutes, agendas, reports and presentations; minute-taking; venue and facility bookings; travel arrangements (local and international); catering; arrange parking; diary management; send out invitations; track invitees; meet and greet attendees.
• I was single-handedly responsible for the entire team's (Project Synthesis) travel and accommodation arrangements during the deployment/ go-live phase. This involved organising visas, tickets, transfers, forex and accommodation for various countries (internationally), as well as dealing and coping with the demands of several travellers; reporting on the travel budget (keep record of trip dates and expenditure); and most importantly adhering to the go-live schedule,...

Personal Assistant


March 2008 - April 2008

Group Employee Relations Unit.

REASON FOR LEAVING: Temporary placement for one month - i.e. left at end of duration of contract.
Responsibilities and Experience gained:
• Providing technical, logistical and administrative support to the Employee Relations Unit - namely: Head of Human Resource Operations, Group Employee Relations Manager, Group Employee Relations Projects Manager and Employee Relations Coordinator.
• Liaising with clients, managers and union-members via oral and written communication, and keeping record of all correspondence.
• Managing and coordinating all diaries, appointments and agendas for the Employee Relations Unit.
• Facilitating and organising meetings, travel, accommodation and catering for the various member's meetings and commitments.
• Compiling and printing of agendas, reports and presentations for meetings.
• Answering and screening of incoming calls and redirecting them to the appropriate persons, dealing with queries as required and taking and delivering telephone messages.
• Greeting and welcoming of guests and other incumbents.
• General administration - i.e. filing, invoicing, management of e-mails and all other correspondence.
• Typing memorandums, invitations, letters and minutes of meetings.
• Ordering of purchase requisitions for material goods and services using SAP programme; responsible for the maintenance of one of office Work centres (fax/scan/photocopying machine)
• Supervision and maintenance of main boardroom (i.e. venue requests, maintenance and schedule organisation).
• Progressed knowledge of how to work autonomously, systematize and be accountable for one's own work schedule as well as others'.

Client Services Advisor


August 2007 - January 2008

(Lost and Stolen Cards/ Banking Enquiries).

REASON FOR LEAVING: Relocated - i.e. came back to South Africa.
Responsibilities and Experience gained:
• Training involved an intense and advanced two week Customer Service course, which served to significantly improve and enhance all of my previous customer service skills furthermore - e.g.: Data Protection Act; Health and Safety Regulations; Team Work etc.
• Working in a busy inbound call centre environment, with direct contact and dealings with customer requests, queries and complaints.
• Blocking and reissuing lost/stolen cards using in-house programmes (Parternon and Access).
• Activating account and credit cards.
• Directing calls to the relevant departments according to customers' issues and queries.
• Dealing with and/ or escalating customer complaints to the Customer Relations Team.
• Working according to deadlines and expected daily performance output of 92% minimum.
• Knowledge of banking services - particularly Lost and Stolen and Current Account Enquiries.

Accounts & Services Administrator


June 2007 - October 2007

REASON FOR LEAVING: Relocated to Milton Keynes.
Responsibilities and Experience gained:
• Handling a high volume of incoming calls from customers and contractors.
• Raise call out orders on the computer system.
• Making outbound aftercare calls to customers to confirm that they are happy with the service provided, and to record this information on a customer satisfaction survey, to be monitored weekly by Team Supervisors.
• Addressing customer complaints following a regimented customer complaint procedure.
• Close down all call outs on the mentor system when the job is complete within the agreed service level.
• Escalate any outstanding call outs that have not been completed within the stipulated security response period to Customer Service manager within 24 hours.
• Allocate call outs to the relevant technician/contractor according to their specific discipline and region via telephone. I supervised a team of 5 technicians/ contractors covering various allocated regions throughout the United Kingdom, Wales and Ireland.
• Contact technician/contractor to confirm their call outs, which are scheduled for the day, and to allocate call outs, which cannot be done to another contractor and keeping the customer informed of all service changes.
• Arrange for the incumbent contractor to visit customer's new premises for inspection visit.
• Maintain client's personnel records on mentor system.
• Endeavour to retain any customers who are contemplating leaving First Choice Facilities by following the stipulated procedure as specified by management.
• Provide a quality first class customer service to all internal (contractors) and external (customers) clients.
• Working towards quality and performance targets ensuring both are achieve consistently.
• Working within a team, sharing knowledge and good practice with colleagues, as well as being a team player, and being willing to go the extra mile when necessary
• Present recommendation on where improvements can be made on...

Home Study Coordinator/ Administrative Assistant

Shepherd's Bush

March 2007 - April 2007

, London, United Kingdom
06/03/2007 - 06/04/2007 - Home Study Coordinator/ Administrative Assistant.

REASON FORLEAVING: Temporary placement - i.e. left at end of duration of contract.
Responsibilities and Experience gained:
• Receiving, responding to and monitoring student queries from ACCA, CIMA, CAT & AAT, Financial Services advisors and students, via e-mail/ telephone and written correspondence.
• Forward queries to the relevant author/ tutor and to ensure that students get replies from tutors or authors within the specified time limit (48 hours).
• Submit query response times to the knowledge database as appropriate, and maintain records to report on the performance of tutors and authors (on an Excel spreadsheet that captures the turnaround time once a query has been received to the student receiving a response), for monthly reporting.
• Proactively contact Home Study students to help advise them on their studies, particularly leading up to results times.
• Liaise with Customer Services to ensure that they are well informed about the Home Study products to advise students, and so that they are regularly updated on the release of new products.
• Allocate electronic student login details on a regular basis through VLE Campus software and advising students of their login details via e-mail/ post.
• To check and monitor e-mail groups and update as and when required.
• Supervise BPP Learn Online sites to make sure these are up-to-date and accurate and comprehensive/ user - friendly.
• Invoicing and correspondence production.

Insurance Claims Administrator


January 2005 - October 2006

REASON FOR LEAVING: Visa expired (I decided to extend my stay) so I had to stop working whilst I renewed it.
Responsibilities and Experience gained:
• Recording, submitting and administrating motor, household, property, liability & travel claims. I was single-handedly responsible for all the claims administration in the Personal Lines Department.
• Liaising with policyholders, insurers and intermediaries via written, verbal and inter-personal communication.
• Ability to work self-directed in handling designated accounts, deadlines and customer/ insurance claim service related issues; which provided an opportunity to interact directly and autonomously with clients, as well as to use my own initiative in problem - solving.
• Maintaining client and contact databases and managing my own filing system.
• Providing written claims reports and/ or updates to assist executives, account managers, underwriters and clients with policy administration and negotiations.
• Ensuring upkeep of claim progress as well as client and contact databases using TAM (The Agency Manager) in-house programme.
• Updating claims diary - i.e. recording all completed or pending insurance claims.
• Client driven role, which involves complaint and query handling and solving in conjunction with and on behalf of the relevant parties.
• Dealing with (receiving/ responding/ escalating) incoming and outgoing mail and correspondence from insurers, intermediaries and policyholders.
• Received training for various disciplines in insurance claims (see education profile).
• Enhanced knowledge of and experience in Insurance whose skills will prove invaluable and applicable in all my future career aspirations and endeavours.

Group Frontline Customer Services Advisor


April 2003 - September 2004

REASON FOR LEAVING: Temporary immigration to United Kingdom on a Working Holiday Visa.
Responsibilities and Experience gained:
• Working collectively (as a team) towards an objective to achieve a successful outcome.
One of our greatest achievements as a team was that we were able to transform a temporary pilot project (i.e. message desk centre,) into a successful and permanent business strategy, three months after implementation.
• Greeting and liaising with more than 50 clients a day, dealing with their various queries and requests, and establishing an excellent rapport with regular callers in a busy frontline customer service environment.
• Message centre desk operator - managing (answering, holding and transferring calls,) a SOPHO Ergo Line telephone system; capturing client details telephonically, and transferring calls, or sending e-mail messages to the relevant business units and team members.
• Call management - dealing directly with and resolving various customer queries, requests and complaints.
• Also dealing with diagnostic calls - where the customer has insufficient or no policy information - soliciting and capturing as much relevant information as possible to establish the correct ownership of the call.
• Complaint handling - communicating to and managing dissatisfied and bereaved customers, particularly in the event that there is no incumbent staff member available to field the call, and escalating the problem to the appropriate supervisor.
• Maintaining accurate records of every call handled for each business unit, and sustaining a weekly personal statistics record for the departments' monthly performance charts.
• Enhanced diagnostic skills, and development of initiative and problem solving skills through managing and dealing directly with numerous customer queries, requests and complaints.
• Ability to manage and search effectively for business information using various computer program applications (e.g. Phoenix information system).
• Effective...

Researcher and Office Administrator


May 2001 - March 2002

REASON FOR LEAVING: Left to focus on TV presenting career and seek better prospects.
Responsibilities and Experience gained:
• Duties included researching and writing for - chronologies, essays and team projects - on South African History for an Internet website.
• Research topics included: History of Towns and Places in South Africa, History of Education in South Africa, Youth Day -16th June 1976, Black Consciousness Movement, Freedom Day, Women's Day, Heritage Day, The Treason Trial and historical biographies of various important South African political dignitaries.
• Ability to write and research on documents and projects for an Internet website.
• Improved writing and communication skills.
• Progressed diagnostic and research skills.
• Capacity to work towards meeting project deadlines as a team and individually.
• Duties included: minute taking, answering phone calls and taking messages, liaising with clients, filing, faxing, copying and e-mailing various correspondence to individuals and organizations.
• Participated in the organization of three photographic exhibitions and book launches. Duties included: sending invitations and liaising with guests, ensuring that RSVPs are received and recorded from each invitee, assisting with general organizational duties, and welcoming, assisting and hosting guests.
• Assisted with the organization and management of an exhibition stand at the August 2001 NGO Conference Against Racism, in Durban.
• Networking, organizing, coordinating and managing events and exhibitions. Liaising with clients/guests on a regular basis and dealing with their various requests, issues and queries.
• Basic office administration and secretarial duties - i.e. typing, filing, minute-taking, scanning, copying, faxing, and receptionist duties.
• TV PRESENTER: I was trained and certified at the SABC Henley Studios in April 2001, through Media Concepts. Experience: February 2002 - February 2003 - I worked...

Qualifications & Certifications

Industrial Psychology and Philosophy

University of Cape Town

Arundel School

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