Experience

Marie Stopes South Africa

• South Africa
• Hospitals and Health Care
• 1 - 100 Employee

• Office Administrator

  • Sep 2019 - Present



Pearson

• United Kingdom
• Education
• 700 & Above Employee

• Customer Service Team Lead

  • Mar 2008 - Aug 2019

  Head a team of 8 in providing customer support across the book/publication distribution supply chain – ensuring high-quality, accurate, quick-response service. ★ Key responsibilities: • Team Supervision • Workload Delegation, Allocation • Customer Support • Administration (orders, quotes, enquiries) • Delivery of Products (per SLA) • Performance Management of Team, Individual KPIs • Training & Coaching • Stakeholder Management • Relationship Management • Key Account Management (as a partner to Sales & Distribution Team) • Digital/Online Support for E-book Sales ★ Team Growth | Service Excellence Culture Have led a team that has grown from 2 members to a current 8 (+400%). Have injected a culture and ethos of putting customers first, doing everything possible to exceed expectations, to respond to needs accurately and on time, every time. ★ Setting Clear Goals | Improving Performance Have built a reputation for setting clear goals, for empowering staff, providing supportive leadership, providing constructive feedback to improve performance. ★ Process & System Improvement Have identified many small process improvements, system improvements and new ways of doing things to speed up service, solve problems and improve customer experience. Show less



Cum Books

• N1 City, Cape Town

• Branch Manager

  • Oct 2002 - Mar 2008

  Headed a team of 14 staff and profit of R5m per annum – with all associated store operations. Additionally, led the opening and management of the Cape Gate branch. ★ Key responsibilities: • Operations Management • Management of Turnover, Profit & Loss, Stock, Marketing & Promotions • Customer Service Management • Stakeholder Management • Process, Service Efficiency Improvement ★ New Store Opening | On-Time, On-Target Completion Spearheaded the opening of the Cape Gate store, trained all staff, set up store operations in anticipation of opening, arranged layout, liaised with shopfitters and suppliers and led the ‘grand opening’ event, completed on-time, on-target. ★ Turnover Increase | Profit up From R2m to R5m (+150%) Identified opportunities for turnover increase. Analysed customer spend, conducted market research. Brought in carefully selected products aligned with the customer base, established sales and promotional programmes. Increased profit from R2m to R5m. Show less



Metso

• Finland
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Service House Administrator

  • Sep 2000 - Sep 2002

  Responsibilities included sales of construction equipment spares, management of branch expenses and served as PA to the Branch Manager. Responsibilities included sales of construction equipment spares, management of branch expenses and served as PA to the Branch Manager.



Calmed CC

• Cape Town

• Office Manager

  • Feb 2000 - Aug 2000



Skye Roof and Ceilings

• Airport Industria, Cape Town

• Secretary | PA to the CEO

  • Jun 1999 - Jan 2000



National Computer College

• Port Elizabeth Area, South Africa

• Admin Manager | Lecturer

  • Oct 1995 - May 1999



Russell Road College

• Port Elizabeth Area, South Africa

• Examination Officer

  • Aug 1994 - Sep 1995



Port Elizabeth Technikon

• South Africa
• Higher Education
• 1 - 100 Employee

• Secretary: Faculty of Science

  • Jan 1992 - Aug 1994