Woolies Dash Supervisor - Onecart (PTY) Ltd.
(2022-01)
- Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
- Spot check: Uniform, Orders, staff attendance, process and procedures
- Reporting: Adherence and staff attendance
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset
- Support the team on special projects for continued operating efficiency and growth
- Provide an operational perspective on Logistics to ensure best practices and protocols
- Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI's, specifically related to on-time fulfilment. Daily and weekly KPI reporting
- Train and develop shoppers
- Demonstrate consistent application of internal procedures
- Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational needs
Volunteered for 2ic Manager - Onecart (PTY) Ltd.
- Assist and attend to escalated Supervisor, Shopper and Driver queries
- Resolves escalated customer complaints
- Provide constant feedback to the National Operations Manager on unresolved customer queries
- Investigate and respond to escalated queries and ensure they are timeously resolved
- Foresees potential problems before they occur and takes action to prevent them from occurring
- Consults widely with people inside and outside own region to solve problems
Woolies Dash Shopper - Onecart (PTY) Ltd.
(2020-12-04 - 2022-01)
- Collecting customer's Shopping to high standard
- Keeping in the time limits with each shop ensuring the delivery is not late
Administrative assistance - QCTO- Quality Council For Trade & Occupations
(2018-10-15 - 2019-09)
- Capturing Response letter of intent
- Replying e-mails
- Answering inbound calls
- Making outbound calls
- Compiling State
- Filling documents (letter of intent) according to references and date
- Assist with administration of the company quality
- Assist in Analyzing information
- Follow up on outstanding aspects
Call Centre (Credit Control Admin Officer) - CITY OF TSHWANE MUNICIPALITY
(2016-09-01 - 2017-02-28)
- Inbound and Outbound calls
- Dispatched Electricity Disconnection's and Reconnections to Contractor or Technicians with CRM system
- Dispatched Final Demand to Reve's with CRM system
- Adding reconnection and checking notification on system using SAP -ZISU020,IW29 and EC86
- Record all reconnections that need to be completed water and electricity
- Monitor and manage the quality of response to customer
Call Centre (Credit Control) Agent / Acting Team Leader - BOFFIN & FUNDI (Under City of Tshwane Municipality)
(2014-05-01 - 2016-08-31)
- Helping with training and development
- Completing paperwork
- Analyse the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved
- Replying e-mails
- Answering inbound calls
- Making outbound calls
- Identify and escalate priority issues
- Monitor and evaluate the performance of the Call Centre Agents and provide them with the feedback
- Handling complaints (from both staff and customers)
- Monitor the breaks, log in / logout schedules of staff along with occupancy status
- Work towards reduction of repeat calls
- Ordering stock (where applicable)
- Reporting to senior level management
- Preparing and analysing internal and external quality reports for management staff review
- Create schedules based on forecast demand track and respond to spikes in call volumes on a continuous basis and take action as necessary
- Record all reconnections of water and electricity that need to be completed
- Monitor and manage the quality of response to customer
- Checking notes on system
- Checking if Agents completed the job on system
Data Capturing Team Leader / Senior Data Admin - BOFFIN & FUNDI (Under City of Tshwane Municipality)
(2013-09 - 2014-04)
- Ensure operational effectiveness
- Preparing and analysing internal and external quality reports for management staff review
- Operational coordination (analyse data and statistics around capturing volumes, capturing patterns to forecast and determine optimal staffing levels in complex environment)
- Engage management to provide overview of weekly and monthly performance and suggest improvements as necessary
- Capture water and electricity disconnection cards on system
- Daily reporting and distribution of job cards for capturing
- Ensure quality capturing
- Capture city of Tshwane electricity and water job card, successful or unsuccessful on system
- Meet daily performance target
- Managing and account for job cards issued and returned
- Managing stock levels and ordering for distribution
- Co-ordinate and manage job card capturing and archiving functions
Call Centre (Credit Control) Agent - BOFFIN & FUNDI (Under City of Tshwane Municipality)
(2013-04 - 2013-08-31)
- Answering inquires by clarifying desired information, researching, locating, and providing information
- Using specialist computer databases check credit records e.g. SAP, CSS CALL CENTRE, CREDIT CONTROL COUNTER SYSTEM
- Resolves problem by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions, escalating unresolved problems
- Fulfils requests by clarifying desired information completing transactions forwarding requests
- Maintains call centre database by entering information
- Answering inbound calls
