Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
29
29
years of professional experience
Work History
Technical Administration Officer
WiseTech Global
02.2024 - Current
Developed strong working relationships with colleagues, contributing to a positive work environment.
Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
Developed custom scripts to automate repetitive tasks, freeing up valuable time for other project priorities.
Developed continuous integration tool to streamline deployment.
Developed custom software solutions for clients, tailored to their specific business needs and operational challenges.
Worked with analysts to prepare test plans and assess test data.
Customer Relations Manager
SmartFreight
01.2019 - 01.2023
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
Managed customer relations on ongoing basis to maximize customer retention.
Liaised between customers and organization with particular focus on working with sales department.
Established performance and service goals and held associates accountable for individual performance.
Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Customer Retention Manager
Inchcape Group
02.2013 - 12.2018
Worked closely with marketing teams to align messaging and promotions around specific customer segments, increasing overall engagement rates.
Established strong relationships with key accounts, ensuring long-term client retention and ongoing revenue growth.
Trained new hires in company policies procedures contributing towards a more skilled workforce.
Launched cross-departmental initiatives that resulted in improved collaboration between departments ultimately enhancing the overall customer experience.
Provided exceptional support to high-value customers, nurturing trust and loyalty over time.
Team Leader – NRMA Claims
Insurance Group Australia
02.2009 - 12.2014
Customer service – phone inbound and outbound claims, Claims consultant
Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
Built and maintained strong client relationships, leading to repeat business and referrals.
Personal Assistant to Immigration Lawyer
Ivan Chait & Associates Pty Ltd
07.2002 - 01.2009
Maintained appropriate filing of personal and professional documentation.
Oversaw personal and professional calendars and coordinated appointments for future events.
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Improved time management of the executive through effective prioritization and organization of tasks.
Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
Displayed absolute discretion at handling confidential information.
Travel Agent
Springbok Atlas Touring-South Africa
02.1996 - 03.2001
Arranged travel accommodations for groups, couples, executives, and special needs clients.
Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Education
Certificate IV - Financial Services
University of Western Cape
Higher School Certificate -
JJ Pienaar (South Africa)
Social Science (social work) degree -
University of Western Cape
01.1994
Skills
Strong Work Ethic
Quality Assurance
Workload Management
Project Management
Team Member Training
Strategic Thinking
Decision-Making
Conflict Management
Customer Needs Assessment
Personal Traits
Honest
Hard-working
Loyal
Disciplined
Self-motivated
Fair
Quick-thinker
Fast-learner
High achiever
Performance-driven
Task-oriented
Organized
Confident
Goal-focused
Passionate
Supportive and team player
Helpful
Flexible
Adaptable
Polite
Ethical
Reliable
Responsible
Proactive
Diligent
Dedicated
References
Referees will be supplied upon request.
Timeline
Technical Administration Officer
WiseTech Global
02.2024 - Current
Customer Relations Manager
SmartFreight
01.2019 - 01.2023
Customer Retention Manager
Inchcape Group
02.2013 - 12.2018
Team Leader – NRMA Claims
Insurance Group Australia
02.2009 - 12.2014
Personal Assistant to Immigration Lawyer
Ivan Chait & Associates Pty Ltd
07.2002 - 01.2009
Travel Agent
Springbok Atlas Touring-South Africa
02.1996 - 03.2001
Certificate IV - Financial Services
University of Western Cape
Higher School Certificate -
JJ Pienaar (South Africa)
Social Science (social work) degree -
University of Western Cape
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