Senior ICT Manager in insurance industry responsible for the design, implementation, testing and maintenance of hardware and software application development projects.
Chief Operations Officer overseeing the delivery of projects to telecoms and public sector clients, managing risks, issues and dealing with escalations on call centre projects, data warehousing and business intelligence initiatives, and revenue management programmes.
Programme Manager consulting to the Department of Economic Development and Tourism of the Western Cape Government, facilitating the rollout of value added broadband initiatives in communities. Strict compliance to national treasury legislation. Monthly client presentation reporting on project progress of all broadband initiatives, related risks and issues, scope, escalations and decisions.
Senior Revenue Assurance Manager and consultant to the Telkom Finance division for the introduction of revenue and quality assurance KPI’s and reports for the launch of the new 8ta (Telkom Mobile) network in 2010. The role matured to an operational revenue assurance function in network, rating and billing (including interconnect and roaming) assurance to eliminate revenue leakage and fraud on the mobile network. Assurance controls also implemented for mobile customer management. Daily, weekly and monthly KPI reports provided to Telkom. Deviations investigated on a daily basis, escalated and eliminated through the introduction of system enhancements or stricter controls.
Candice managed the Contact Centre project management team that included projects such as work force management, agent bonus system and Genesys call centre solution for over 3,000 contact centre agents (in-house and outsourced). Managed vendors for implementation of new software and hardware solutions. Manage tender processes and monitor scope, risk and issues of critical projects.
She was the Subscriber Administration Lead on the Mobile Number Portability (MNP) project and representative of the industry workgroup (Vodacom, MTN, Cell-C, ICASA) that designed the MNP business processes.
Candice was the Senior Specialist on Vodacom’s network administration platform with the responsibility to design and oversee the integration of new products and services onto approximately 80 network elements. The scope of the role included user requirements specifications, impact assessments, functional specifications, configuration documentation, business process re-engineering and pre-deployment testing. New product implementations included per second billing for post-paid, prepaid and hybrid customers; blackberry; community services; USALs; location-based services; itemised billing; GPRS, etc.
Candice was the Senior Business Analyst and project co-ordinator of the implementation of an Oracle-based billing system for the billing and invoicing of Vodacom post-paid and hybrid product offerings. Re-design and implement business rules from the legacy billing system for the migration of 1.5 million end customer accounts from a wholesale to a retail data model. Improvement in accuracy of billing and reduction of revenue leakages.