Karen Leotta

Strategic and operations-focused senior leader with 15+ years of experience driving service excellence, client satisfaction, and operational performance across national business units. Recognized for developing innovative service delivery systems, optimizing team structures, and aligning operations with financial and business goals. Proven ability to engage senior stakeholders, implement SOPs and policies, and lead cross-functional teams to success.

Currently seeking a role where I can apply my strategic thinking, operational expertise, and people-first approach to deliver long-term growth and value.

National Client Services Manager at Wayne's Electrical (2023-02 – Present)

• Lead national client service and operational delivery for a major electrical contractor servicing Shell, BP, Total, Engen, and Sasol.
• Engage at executive level with clients and internal branches to drive service quality, financial accountability, and operational efficiency.
• Manage client SLAs and lead strategic service review meetings across branches.
• Represent the company in tendering processes, including client-facing meetings.
• Support finance by analyzing budgets, job costs, and P&L performance.
• Oversee purchase order activity to prevent unnecessary spend.
• Develop and implement company-wide SOPs and internal policies.
• Coach branch managers on cost control, technician deployment, and operations.

Factory & Production Manager at Kwela Tiles (2020-12 – 2023-01)

• Managed production operations, cost controls, staffing, and safety compliance.
• Controlled procurement and reduced supplier turnaround times.
• Mentored team leaders and improved productivity.
• Implemented operational systems and improved dispatch logistics.

Client Relations Manager - Petrochem Industry at Wayne's Electrical (2015-05 – 2020-11)

• Managed SLA performance for petrochemical clients.
• Achieved >85% SLA compliance; resolved escalations.
• Designed internal customer service systems.
• Presented at national forums and improved reporting tools.

Factory & Production Manager at Kwela Tiles (2013-04 – 2015-04)

• Managed production operations, cost controls, staffing, and safety compliance.
• Controlled procurement and reduced supplier turnaround times.
• Mentored team leaders and improved productivity.
• Implemented operational systems and improved dispatch logistics.

Sales & Operations Coordinator at Torino Tiles (2009-02 – 2013-03)

• Coordinated order fulfillment, dispatch, and internal communications.
• Managed database systems and KPI tracking.

Sales Administrator at K2.net (2005-01 – 2007-12)

• Managed CRM systems, executive support, and travel logistics.
• Trained staff on systems; earned performance awards.

Matric with Exemption – Hottentots Holland High School (2001)

Excel Level 2 – Think 360 CT (2018)

Basic Fire Fighting Level 1 – WHSE Consultants (2018)

Permit to Work on Shell Sites – Shell Pragma Academy (2016)

3-Day Sales & Marketing Course – Momentum UK (2002)