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.
