Experience

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  Diplomat

  • Israel
  • Wholesale
  • 700 & Above Employee

  • Customer Care Manager

    • Mar 2015 - Present

    •providing help and advice to customers using your organisation's products or services;•communicating courteously with customers by telephone, email, letter and face to face;•investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;•keeping accurate records of discussions or correspondence with customers;•analysing statistics or other data to determine the level of customer service your organisation is providing•writing reports analysing the customer service that your organisation provides;•developing feedback or complaints procedures for customers to use;•improving customer service procedures, policies and standards for your organisation or department;•meeting with other managers to discuss possible improvements to customer service;•being involved in staff recruitment and appraisals;•training staff to deliver a high standard of customer service;•leading or supervising a team of customer service staff;•learning about your organisation's products or services and keeping up to date with changes;•keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.•helping to develop and implement a customer service policy for an entire organisation;•finding ways to measure customer satisfaction and improve services;•managing a team of customer services staff;•handling face-to-face enquiries from customers

  • Admin and Reporting Manager

    • Jun 2020 - Present

• 

  Apollo Tyres Ltd

  • Marketing Manager

    • Aug 2014 - Mar 2015

    •Managing all marketing for the company and activities within the marketing department.•Developing the marketing strategy for the company in line with company objectives.•Co-ordination marketing campaigns with sales activities.•Overseeing the company’s marketing budget.•Creation and publication of all marketing material in line with marketing plans.•Planning and implementing promotional campaigns.•Manage and improve lead generation campaigns, measuring results.•Overall responsibility for brand management and corporate identity•Preparing online and print marketing campaigns.•Monitor and report on effectiveness of marketing communications.•Creating a wide range of different marketing materials.•Working closely with design agencies and assisting with new product launches.•Maintain effective internal communications to ensure that all relevant company functions are kept informed of marketing objectives.•Analysing potential strategic partner relationships for company marketing.

• 

  Smollan

  • Master Data Co-ordinator

    • 2012 - 2012

    Break down a large task into subtasks to anticipate obstacles and evaluate alternativesDefine, encourage and evaluate staff performance in relation to clearly defined objectives Anticipate, recognise and meet the needs of internal and external customersHave the ability to be systematic and rule-oriented in gathering, reviewing and evaluating data from a variety of perspectivesEnhance and leverage systems and processes in order to improve business efficienciesPresent information in a clear manner and respond appropriatelyDescribe an orientation to know and understand organisational systems, structures, policies and procedures.Encourage people’s personal and professional developmentMake sound decisions by discriminating between relevant and irrelevant information and apply appropriate criteria for weighting itMake a strong, positive impression, is a self-starter and originator, maintain high levels of activity and produces a high level, high quality output. Sound Financial and Commercial knowledgePersonally create and maintain Client and Table filesReview procedures and systems and suggest enhancementsConduct regular audits on client master dataSet Budgets with IT General ManagerAttend to Client and Customer Queries within agreed time framesProvide resources to attend to problems Take Full responsibility for performance management of all direct reports, managing their performance in relation to quality standards, deadlines and agreed benchmarks.Focus on all aspects of sound people management ( recruitment, development, rewards, performance management, career path planning, training, coaching)Identify train needsConduct staff meetingsTake corrective action when necessary in terms of managing poor performanceConduct Quality assessmentsConduct coaching sessions as requiredContinually monitor and measure staff performance in accordance with scorecards objectives and take corrective action as required

• 

  Sony

  • Midrand

  • Process Manager

    • Aug 2008 - Jul 2011
    • Midrand

    Facilitated interdepartmental agreements on services to offer the best way to serve our customers. Performed revisions and monitoring of service level agreementsArrange weekly meetings with relevant functional / technical SAP teams to make sure all requirements of Company are metMonitoring outbound orders, and manually ensuring the timely production and dispatch thereofSupporting Back Office, Warehousing, Supply Chain and Commercial business processesManaging the Call Center team in a detailed, hands-on system, identify business activities & GAP analysisSpecialize in SAP Order to Cash process for flawless execution, receiving & processing customer sales. After the contractual relationship is confirmed the Orders are fulfilled through shipping and logisticsSAP reports, Sales & query resolution, processing, Analysis, Maintenance of Master data, Training, prepare presentation material, Business support to all departments, Inventory Management Implement and enforce formal and informal controls to adherence to document standards Modeled and evaluated various business solutions to present to upper-level management. Also play a support role by providing stats and reports with various kinds of information for instance Stock availability. Proactively improving and optimization of processes and systemsProvided excellent customer service to diverse clients. Satisfying customer need with cost Objectives achievedManage the team in respect: Daily sales activities, Performance, Productivity, Quality, Career Development and TraininControl, Monitor, maintain, managed and update of system dataCapture key dates for important deadlinesResponsible for the Administration of Call Team (total 10 staff). Communicating directly with Customers. Dealing with new business applications, assignments on strategy and implementation, design and developments of new services, finding pod’s for accounts

• 

  Nestlé Professional

  • Longmeadow bussiness Park

  • Call Center Manager

    • Jan 2000 - Aug 2004
    • Longmeadow bussiness Park

    1.People ManagementEnsures the department is fully equipped to handle the work load and distribute work flow.Coaches to ensure a full understanding of consequences of errors.Creates an environment that fosters team work and co-operation amongst team members.Communicates effectively, building and maintaining relationships Ensures consistent compliance to company policies and procedures,2. Attraction & SelectionEnsures appropriate staffing and action accordingly.Identifies need for creation of position and forward recommendation to direct manager and HR.Ensures appointments are in line with targets / strategy.3. Career Pathing and Succession PlanningIdentifies, manages and develops talent Performance ManagementSets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs.4. OperationsEnsures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation.Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements.Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols.Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner.Ensures consistency and standardisation with the client’s other operations.

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  Nestlé

  • olifantsfontein

  • Area Sales Manager

    • Jan 1997 - Dec 2000
    • olifantsfontein