Lulama Lefete

I am a skilled and experienced professional specializing in logistics, warehousing, and distribution coordination. Customer service order to cash and Master Data. I have a strong focus on staff development and training with supervisory skills.

Logistics Warehouse and Distribution Lead at JDE - Jacobs Coffee (JDE) (2023-02 – Present)

Leading logistics, warehouse and distribution operations at JDE Jacobs Coffee

• Monitors the case fill rate & on time delivery
• Monitor order frequency and fill rate, and drop size for distribution efficiencies
• Monitors the shelf availability in order to ensure optimal freshness to the customers
• Managing inventory accuracy between JDE and LSP
• Ensures a proper service level through the service level monitoring from DC to stores
• Monitors the cost to serve to optimize customers P&L

Customer Interaction Centre Lead - Order to Cash at JDE - Jacobs Coffee (JDE) (2018-01 – 2023-01)

Leading customer interaction centre operations for order to cash processes at JDE Jacobs Coffee

• Manage the EDI relationship with the service providers for flow of orders accurate data
• Ensure that the order management process (first transaction) is complete and that the customer order requirements are met
• Ensure that all order management queries that have been routed to order support are resolved within the specified service level agreement
• Management of EDI orders through the customer interface system
• Prepare management summaries to present to the CSC Manager
• Coach/Train and Supervise team to ensure that they are successfully carrying out their daily activities
• Establish personal development plans (PDP's) for all team members
• Motivate and lead team to deliver excellent customer service

Order Management – Team Leader at DANONE SA (2012-12 – 2017-12)

Team Leader overseeing order management and order to cash operations at DANONE SA

• Overseeing daily operations of orders accurate and data verified – Order to cash
• Ensuring the products alignment for customers, leveraging on service Level and stock level
• Quota loading, data accuracy, completeness, and consistency across the organization
• Developing procedures to ensure consistent service delivery
• Facilitate smooth product return according to the shared procedures
• Supporting Crisis Management Committee on specific cases, product recall and quality related issues
• Monitoring performance such as call volumes, first call resolution, and customer satisfaction
• Set measurable KPI's and objectives for team
• Coaching for skills enhancement

Consumer Care Supervisor at Kellogg SA (2009-01 – 2012-11)

Supervisor overseeing consumer care contact center operations at Kellogg SA

• Oversee daily performance of contact center team
• Oversee budget of cost center
• Monitor contact center operations systems, CRS, phones, e-mails, ensure they are in working condition
• Ensure that training and all communication is filtered to staff
• Monitor daily operations of consumer affairs including adherence to policies
• Ensure queries are addressed within SLA
• Ensure that Contact Centre stats are drawn analyzed and reported

Quality Assurance Supervisor at ABSA Contact Centre (2005-02 – 2007-12)

Quality Assurance Supervisor managing QA operations and team performance at ABSA Contact Centre

• Quality assurance in operations
• Performance managing of QA team
• Providing assessment results back to the Training team on these criteria, for driving continuous improvement
• Assess quality of for customer interactions per agent per week action by clients
• Providing coaching five assessment analyze the trends and propose actions, cold feedback sessions with team leaders and Line Management

Quality Assessor at Gauteng Shared Service Centre (GSSC) (2003-01 – 2005-01)

Quality Assessor monitoring calls and quality assurance operations at Gauteng Shared Service Centre

• Monitor Historical Calls for consultants as well as real time QA assessments
• Pulling and compiling QA reports for management
• Filing and keeping record of team meeting minutes
• Ad hoc duties as a quality assurance supervisor and call center supervisor
• Monitoring of trends and presenting to management, provide recommendations
• Provide weekly and monthly reports to management

B-tech in Environmental Health – Technikon of Free State / Central University of Technology