Karl Mehl

Digital production and content specialist with over 10 years' experience across publishing, e-commerce and digital education environments. Experienced in typesetting, CMS management, academic content digitisation, quality assurance processes and workflow coordination. Proven track record collaborating with developers, academic teams and production departments to deliver high-quality print and digital learning materials including eBooks and interactive content.

Supportive Team

Lead with 10 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.

Layout Team Lead / Digital Production Lead at EDGE Education (Pty) Ltd (2019-01 – Present)

• Managing the Quality Assurance (QA) process for digital and print outputs
• Mentoring, coaching and upskilling team members while managing workflows and resolving production issues
• Capturing and preparing content across various platforms for print and digital outputs
• Staff management and coordination of team deliverables
• Ensuring system and production issues are escalated to the relevant departments and resolved
• Screening prospective candidate CVs and assisting with the interview process
• Performance management including one-month, mid-year and annual appraisals
• Facilitating the full eBook production and delivery process
• Resolving day-to-day operational issues within the team
• Recruitment and ensuring correct staffing levels in terms of capacity and skill sets
• Approving and managing staff leave
• Performing additional duties requested by the Layout Specialist
• Collaborating with developers, academic managers and content teams to deliver high-quality digital learning materials

Layout Designer / Digital Content Specialist at EDGE Education (Pty) Ltd (2015-01 – 2019-12)

• Typesetting and layout using Adobe InDesign and CMS systems
• Managing digital content uploads and file management
• Supporting UCT MBChB Pathology online learning projects
• Logging system issues with developers using JIRA and testing fixes

Buyer Assistant at Takealot.com / Kalahari.com (2014-01 – 2015-12)

• Managing supplier relationships, purchase orders and product data accuracy
• Handling customer queries through Zendesk

Product Content & Category Data Specialist at Kalahari.com (2013-01 – 2014-12)

• Populated load sheets with new product information from category managers and suppliers.
• Enriched product data by sourcing missing images, descriptions, specifications, and HTML coding.
• Edited and enhanced product images for the website and prepared products for campaigns and promotions.
• Managed all existing product information, ensuring accuracy and consistency across categories.
• Handled customer queries for Tech products, including laptops, cellular devices, photography, and audiovisual equipment.
• Tested and verified product data on the database after new product loads and ongoing enhancements.
• Assisted Category Managers with product branding on site (Product Detail Pages).
• Retrieved and analyzed product and supplier reports from SQL Server for decision-making.
• Liaised with suppliers and internal teams to resolve stock discrepancies, PO cancellations, and delays.
• Ensured updated stock files were received and reported any discrepancies to suppliers and management.
• Generated daily, weekly, and monthly reports, including service-level and PO cancellation tracking.
• Consistently achieved targets related to product data accuracy, site presentation, and supplier coordination.

Customer Service Representative at Kalahari.com (2011-01 – 2013-12)

• Managed high volumes of inbound calls and conducted outbound calls to customers.
• Responded to customer inquiries via email and CRM systems, providing timely and accurate information.
• Delivered excellent customer service, assisting with payments, product information, and eBook technical support.
• Liaised with internal departments, including warehouse and logistics, to resolve product-related queries and track orders.
• Coordinated order processing, pick-and-pack operations, dispatch, and returns, ensuring smooth customer experiences.
• Identified and assessed customer needs to achieve satisfaction and build lasting relationships.
• Provided accurate, complete information using appropriate tools and methods.
• Handled customer complaints, offering solutions and follow-up to ensure resolution.
• Consistently met personal and team call handling and service targets.
• Took initiative to go the extra mile to engage customers and enhance satisfaction.

Position: Municipal Area Manager - Ward 64 COCT at Independent Electoral Commission (IEC) (2011-01 – 2011-07)

• Recruited, managed, and supervised up to 80 electoral staff, including interviewing, onboarding, and performance tracking.
• Secured and coordinated voting stations, including lease agreements, surveys, and milestone compliance.
• Oversaw logistical distribution and replenishment of election materials, ensuring smooth operations at all voting stations.
• Acted as primary liaison between Registration Supervisors/Presiding Officers and local Electoral Commission offices.
• Troubleshot and resolved on-site issues during registration/election events.
• Maintained accurate records, including staff details, attendance, contracts, and all electoral documentation.

Quality Assessor (QA) /Operations Supervisor at Mortgage Point Bond Originators (2008-07 – 2008-12)

• Monitored and quality-assessed calls to ensure compliance and prevent misleading client interactions.
• Trained, coached, and mentored new and existing agents to enhance performance and service standards.
• Assisted in the recruitment and onboarding of new staff.
• Collaborated with the Floor Manager on daily, weekly, and monthly reporting, including performance metrics and statistics.
• Supervised a team of up to 32 agents, ensuring productivity and adherence to company standards.

Customer Service Representative at Direct Axis (2007-01 – 2008-06)

• Completed inbound telephonic loan applications and outbound legal contract calls.
• Soft-sold Customer Protection Plans (CPP) to clients and managed objections or declined loan appeals.
• Supervised a team of up to 25 agents after completing a Team Leader course.
• Conducted quality assessments (QA) and provided mentoring and coaching to improve agent performance.
• Assisted with banking operations, reconciliations, and EFT processing of client funds.
• Performed administrative duties, including verifying FICA documents and ensuring KYC compliance.
• Monitored calls, service levels, and completed benchmark sheets to track team performance.
• Resigned due to company restructuring, relocation, and financial considerations.

Leadership Development Programme – EDGE Education Academy (2022-01 – 2022-01)

Adobe InDesign Custom Course – The Training Centre (2018-01 – 2018-01)

ACLOM – Applied Computer Literacy & Office Management – UNISA - Johannesburg (2001-01 – 2003-12)

Grade 12 – South Peninsula Secondary School (2000-01 – 2011-11)