Cindy Kock

An individual with over 10 years of Customer service experience and a couple of years in Logistics, delivering prompt, empathetic, and effective solutions across high-volume customer interactions. Known for strong problem-solving skills, consistently positive customer feedback, adaptability, and a proactive approach to mastering new challenges while working independently or collaboratively.

Supplier Operations Analyst at Maersk (2025-01 – Present)

Managing vendor onboarding and performance monitoring with focus on operational standards and compliance.

• Managing vendor onboarding aligned with Maersk ways of working, tools, and operational standards, ensuring full compliance through regular follow-ups.
• Built and maintain strong operational partnerships while ensuring accurate vendor allocations and adherence to company requirements.
• Monitor vendor performance through scorecards, reporting, and root-cause investigation of disputes.
• Maintain oversight of market dynamics, local regulations, HSSE compliance, and internal stakeholder adherence to standards.

Customer Experience Agent & Inland First Mile Agent at Maersk (2018-01 – 2025-01)

Managed end-to-end customer experience across full shipment lifecycle and inland operations.

• Managed end-to-end customer experience across the full shipment lifecycle, coordinating with internal teams, handling queries, complaints, invoicing, onboarding, and providing proactive reporting and KPI presentations for major FMCG, retail, and export accounts.
• Oversaw inland operations (truck/rail), after-hours support, revenue leakage control, and project/SOP delivery while building strong, trusted relationships and delivering effective, customer service.

Travel Co-ordinator at Projects Abroad (2017-01 – 2018-01)

Managed end-to-end flight arrangements and travel logistics for volunteers and staff.

• Managed end-to-end flight arrangements for volunteers and staff, securing optimal routes and fares, handling bookings, invoices, and travel queries.
• Delivered high-touch, personalised service while coordinating with international travel agents and accurately logging all travel arrangements.

Customer Experience Partner at Safmarine (2015-01 – 2016-01)

Delivered seamless end-to-end customer experience across shipment lifecycle.

• Delivered a seamless end-to-end customer experience across the shipment lifecycle by collaborating closely with customers and internal teams.
• Maximised product and service uptake while managing customer queries, exceptions, and building strong stakeholder relationships.

Reservations / Customer Service Agent at Hotel Express International, Hotelstay Group (2011-01 – 2015-01)

Managed domestic and international member reservations and provided high-quality customer service.

• Managed domestic and international member reservations using multiple booking systems, handling quotations, bookings, and enquiries for prospective and active members.
• Delivered high-quality customer service, resolved complaints, supported sales and membership queries, and provided executive support to the MD and CEO.

Matric Certificate – Cambridge College (2002)

Travel and Tourism Certificate in Travel and Tourism – Achiever's School of Business (2005)