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
