Ronwell Harawa

Execute and monitor daily measures to detect revenue leakages
Perform end-to-end reconciliations
Review daily revenue trends/dashboards
Put in place controls to detect and prevent GSM frauds

Executes and monitors daily measures to detect revenue leakages and deviations of KPI thresholds.
Performs end-to-end reconciliations for all revenue streams.
Reviews daily revenue trends/dashboards and reports on revenue anomalies.
Puts in place controls to detect and prevent GSM frauds.
Performs rate assurance.
Reviews trunk configurations.
Executes provisioning assurance.
Research on new revenue threats.
Quantifies revenue leakages.
Conducts direct expenditure assurance and profitability analysis.
Prepares and submits reports.

1. Execute and monitor daily measures to identify revenue leakages and detect deviations from KPI thresholds across all subscribers using the network.
2. Perform end-to-end reconciliations (Switch-to-bill, Mobile Money-to-bill, and third-party systems-to-bill) for all revenue streams to ensure timely revenue capture before significant losses occur.
3. Analyze daily revenue trends and dashboards, interpret anomalies, and report findings to stakeholders.
4. Implement robust controls to prevent and mitigate various forms of GSM fraud, including IRSF, SIM boxes, re-filing, A2P bypass, voucher fraud, SIP trunk fraud, Wang subscribers, premium rate fraud, and roaming fraud.
5. Conduct rate assurance checks to verify that only management-approved rates are configured in the billing systems and that rating engines apply the correct rates for accurate billing results.
6. Review trunk configurations to validate trunk integrity and ensure all billable trunks are properly invoiced.
7. Lead provisioning assurance, oversee pre- and post-product assurance, perform sensitivity analysis, and evaluate promotions for potential revenue impact.
8. Investigate emerging revenue threats and design proactive measures to counteract these risks.
9. Quantify and address revenue leakages to optimize overall revenue performance.
10. Conduct direct expenditure assurance and analyze profitability to identify and eliminate financial inefficiencies.
11. Prepare and deliver comprehensive daily, weekly, and monthly reports, providing actionable insights on revenue performance and operational anomalies.

Plan lessons according to curriculum standards
Perform regular hardware and software updates
Monitor student progress

Plan Lessons According to Curriculum Standards.
Monitor student progress and keep track of grades.

Provide first level support for all Enterprise services
Monitor enterprise network
Fulfil standard change and configuration requests

Initiated a technological change for first line support engineers.
Provides first level support for all Enterprise services.
Receives, logs, keeps track of incidents and service requests.
Monitors enterprise network and escalates problems.
Prepares daily incident and service request reports.

1. Logged and assigned resources to 100% of service requests handled by the ESOC service desk.
2. Provided technical advice to customer and enterprise clients inquiring about TNM services via the ESOC service desk.
3. Implemented customized technical solutions for enterprise customers based on technical specifications, in coordination with ESOC supervisors and service delivery engineers.
4. Advised transmission, core network, and service delivery engineers on the best approach to deliver solutions that aligned with customer requirements.
5. Received, logged, tracked, and ensured timely closure of all service requests from clients.
6. Prepared and issued job cards to service delivery engineers for tasks to be carried out onsite at customer premises.
7. Reformed service provisioning and troubleshooting for enterprise products such as FBB Internet, VPN, LTE Internet, IMS products, Managed IT services, and Mobile WAN.
8. Coordinated efforts across multiple teams to ensure effective incident response capabilities.
9. Implemented incident management and escalation processes to drive rapid service restoration while minimizing customer impact.
10. Managed customer communications for all general network outage incidents, in coordination with ESOC supervisors and the manager.
11. Monitored ISP services, including email services (Spam), domain servers, and customer CPEs, ensuring optimal service performance.

Provide first level support for all Enterprise services
Monitor enterprise network
Prepare incident and service request reports

Provides first level support for all Enterprise services.
Receives, logs, keeps track of incidents and service requests.
Monitors enterprise network and escalates problems.
Carries out service provisioning.
Developed SOPs for systems and operations.

1. Provided first-level support for all Enterprise services, ensuring quick resolution of customer issues.
2. Received, logged, tracked, and ensured the closure of incidents reported by Enterprise customers, maintaining thorough documentation.
3. Handled all service requests presented to the ESOC, logging, tracking, and ensuring timely closure for efficient fulfillment.
4. Monitored the enterprise network and escalated any network issues to senior engineers for troubleshooting and resolution.
5. Fulfilled standard change and configuration requests, such as email account creation and password changes, in a timely and accurate manner.
6. Monitored network and customer premise equipment (e.g., routers, switches, transmission links) to identify performance-affecting issues and resolved them before they escalated.
7. Oversaw the service performance of FBB, WiMAX, and LTE infrastructure to detect any performance degradation and addressed issues proactively.
8. Monitored main backhaul links and international transit links to ensure optimal VPN and internet service quality levels, addressing issues promptly.
9. Prepared detailed incident and service request reports for review by senior engineers, ensuring clear communication of ongoing issues and resolutions.
10. Carried out service provisioning for FBB Internet and VPN, as well as LTE Internet and VPN, ensuring smooth deployment and functionality.

Manage inbound calls
Identify customer needs
Build sustainable relationships with customers

Manage large amounts of inbound calls.
Identify customer needs and provide solutions.
Keep records of conversations.

1. Answered customer calls professionally, responding to inquiries and addressing complaints in a timely manner.
2. Handled and resolved customer complaints, ensuring customer satisfaction and timely resolution.
3. Provided customers with accurate information about the organization’s services and products, ensuring clarity and understanding.
4. Identified priority issues, escalated them appropriately, and reported them to high-level management for swift action.
5. Routed inbound calls to the correct resources to ensure customers received the support they needed.
6. Followed up on complicated customer calls as necessary, ensuring issues were fully resolved.
7. Completed call notes and documented call reports in the CRM, keeping records updated for future reference.
8. Obtained and evaluated all relevant data to effectively handle customer complaints and inquiries.
9. Recorded details of customer comments, inquiries, complaints, and actions taken for tracking and analysis.
10. Managed administrative tasks and coordinated communication with internal departments to facilitate smooth operations.

1. Taught students according to the prescribed syllabus of the Academy, ensuring full adherence to curriculum standards.
2. Assigned high-quality written work to students in alignment with the Academy's requirements and expectations.
3. Enforced discipline among students in accordance with the Academy's code of conduct.
4. Evaluated student progress and administered tests to assess comprehension and learning outcomes.
5. Participated in at least one co-curricular activity to foster holistic student development.
6. Interpreted and implemented the national syllabus to ensure consistency with educational standards and objectives.
7. Planned and documented all lessons, ensuring comprehensive records were maintained for future reference.

Plan lessons according to curriculum standards
Stay abreast of latest IT trends
Monitor student progress

Plan Lessons According to Curriculum Standards.
Monitor student progress and keep track of grades.

1. Taught students according to the prescribed syllabus of the Academy, ensuring full adherence to curriculum standards.
2. Assigned high-quality written work to students in alignment with the Academy's requirements and expectations.
3. Enforced discipline among students in accordance with the Academy's code of conduct.
4. Evaluated student progress and administered tests to assess comprehension and learning outcomes.
5. Participated in at least one co-curricular activity to foster holistic student development.
6. Interpreted and implemented the national syllabus to ensure consistency with educational standards and objectives.
7. Planned and documented all lessons, ensuring comprehensive records were maintained for future reference.

Manage school resource and learning center
Assist systems administrator
Repackage information for teachers

Managed the School Resource and Learning Center.
Assisted Systems Administrator in resolving technical issues.

1. Created an environment conducive to active participation and learning, fostering a resource-based approach and collaborated with teachers to enhance educational experiences.
2. Partnered with teachers and other staff members to plan and implement meaningful experiences that promoted a love of reading, information seeking, and research among learners.
3. Developed and maintained an inviting, safe, and flexible teaching and learning environment in the resource center, catering to both learners and staff.
4. Provided equitable access to the information center, ensuring both general and specific information seekers, from light to heavy users, had the resources they needed.
5. Established efficient processes and procedures for the selection, circulation, storage, retrieval, and sharing of information to ensure the availability of comprehensive knowledge for decision-making and problem-solving.
6. Processed book and non-book materials using KOHA, a digital library software, to streamline the cataloging and management of resources.
7. Maintained accurate inventory records for the resource center and produced monthly circulation and usage statistics, both qualitative and quantitative, to monitor engagement and resource utilization.

1. Managed large volumes of inbound calls efficiently and within established timeframes.
2. Followed communication scripts to handle various inquiries, issues, and cases professionally.
3. Identified customer needs, clarified information, researched issues thoroughly, and provided effective solutions or alternatives.
4. Built sustainable relationships with customers and engaged them by going the extra mile to ensure satisfaction.
5. Maintained comprehensive records of all conversations in the call center database for future reference and analysis.
6. Achieved personal and team qualitative and quantitative targets consistently, ensuring high performance and customer satisfaction.

Resolve customer inquiries
Record customer contacts
Manage customer administrative systems

Resolved customers inquiries and complaints.
Escalated unresolved issues to support staff.

1. Taught at certificate and diploma levels, delivering lessons that met academic and professional standards.
2. Contributed to the development, planning, and implementation of a curriculum that promoted good conduct and academic excellence.
3. Assisted in the development of learning materials, schemes of work, and the maintenance of records to track student progress, achievements, and attendance.
4. Participated in the development, administration, and marking of examinations and other assessments, ensuring fair and accurate evaluation.
5. Provided pastoral care and support to students, offering guidance and addressing their personal and academic needs.