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Siviwe Amanda Jack

@siviweamandajack

NOC Supervisor at Frogfoot Networks, improving outage response and reducing resolution times by 20–30%.

At Frogfoot Networks, I direct daily queue health and high-priority escalations as Network Operations Centre (NOC) Supervisor. I maintain SLA compliance above 95% and CSAT above 90%, and helped reduce average resolution time by 20–30% through standardized diagnostics and smoother cross-tier handoffs.

Previously at Frogfoot Networks, I designed and scaled QA evaluation frameworks, audited customer interactions, and coached frontline support engineers. I also developed BPMN 2.0 workflows for onboarding, provisioning, and fault escalation.

My work has spanned network operations, change control, provisioning, technical support, and account resolution. With a BCom in Financial Accounting, I connect customer-facing operations with service performance and business metrics.

Experience

Work history, roles, and key accomplishments

Current

Network Operations Centre (NOC) Supervisor

Current

Frogfoot Networks

May 2024 - Present (2 years 5 months)

Direct daily queue health and high-priority escalation workflows across a high-volume multi-channel desk, overseeing triage and resolution of 80-120+ critical escalations weekly. Maintain 95%+ SLA compliance and 90%+ CSAT, and cut MTTR by 20-30% through standardized diagnostic frameworks.

SLA Management CSAT Management Incident Command Root Cause Analysis BPMN 20 Stakeholder Management Queue Balancing Escalation Management

Contact Centre Quality Assurance Analyst & Process Lead

Frogfoot Networks

May 2022 - May 2024 (2 years)

Designed, piloted, and scaled comprehensive QA evaluation frameworks and scoring rubrics across NOC and CX departments. Audited and calibrated 150+ multi-channel customer interactions per week, and architected BPMN 2.0 operational process workflows.

QA auditing Scorecards Performance Calibration BPMN 20 SOP Development Training Documentation Knowledge Base Management

Change Control Coordinator

Frogfoot Networks

Jul 2021 - Apr 2022 (9 months)

Governed technical change control requests across mission-critical network systems, conducting risk and impact assessments. Facilitated Change Advisory Board reviews and led post-implementation reviews to enhance system resilience.

Change Management Risk Assessment Change Advisory Board Postimplementation Review (PIR)Stakeholder Management

Credit Controller & Accounts Specialist

Vox Telecom

Nov 2020 - Apr 2021 (5 months)

Managed high-value debtor portfolios, resolving complex customer account discrepancies, billing disputes, and payment arrangements. Collaborated with operations and sales management to eliminate recurring invoicing bottlenecks.

Debtor Management Billing Disputes Collections Revenue Assurance Stakeholder Management

Provisioning Engineer

Frogfoot Networks

Aug 2019 - Oct 2020 (1 year 2 months)

Managed provisioning ticket queues, ensuring strict SLA adherence across service delivery and network handoffs. Interfaced between vendors, operations teams, and field technicians to optimize circuit activation timelines.

Provisioning SLA Adherence Vendor Management Field Coordination

Digital Technical Support Associate

Amazon

Nov 2018 - Mar 2019 (4 months)

Delivered multi-channel real-time troubleshooting for Amazon digital devices and ecosystem software for international customer bases under stringent SLA benchmarks. Performed remote diagnostics, system isolation, and customer de-escalation.

Technical Troubleshooting Remote Diagnostics Customer De escalation SLA Compliance

Fibre Customer Service Representative

iiNet

Mar 2018 - Nov 2018 (8 months)

Handled 100+ daily customer touchpoints covering technical troubleshooting, account management, and service retention. Managed Tier 1 escalations for billing disputes, complex broadband faults, and service restoration.

Technical Troubleshooting Account Management Service Retention Billing Disputes Tier 1 Escalation