Tamara Koopman
Busselton,WA
Summary
To acquire a position within your established company offering varied duties, career development opportunities.
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
17
17
years of professional experience
Work History
Operations Manager
Intellimali Pty Ltd
Cape Town, SA
06.2016 - 03.2024
- In this role as Operations Manager I act as the primary gateway between departments and our CEO, ensuring that he can focus on the tasks that require his personal attention while minimising the scope for distractions
- In this way, I have successfully increased the amount of his productive time by 10%
- Additionally, I harness my communication and interpersonal skills to liaise between departments, stakeholders, clients and students in the higher education Institutions on all projects and new business onboarding.
- My ability to multitask, staff management and project management experience the CEO has entrusted me to run the Contact centre – Student / Client support, Merchant/Vendor support, Technicians in all regions of South Africa and travel across South Africa to meet with key clients
- I also created changes in the Contact centre on platforms : Incoming email query responses, Live Chat responses and managing Customer Service teams reducing wasted time ensuring running at optimal capacity each day.
- Trained Contact centre team leaders to plan strategically and to think on their feet to champion any challenge they may encounter.
- I have ensured agents are more knowledgeable by communicating their strengths and weakness to understand why continuous training and developing themselves will benefit them and give the company the output they need to be successful in their roles by managing the performance appraisals every 6 months but also monitoring their daily and monthly productivity.
- Managed scheduling, training and inventory control.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Built strong operational teams to meet process and production demands.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Responded to information requests from superiors, providing specific documentation.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Collaborated with team leaders on quality audits.
- Tracked and replenished inventory to maintain par levels.
- Connected with clients and developed strategies to achieve customer service goals.
- Planned team workflows
- Presented performance and productivity reports to supervisors.
- Measured and reviewed performance via KPIs and metrics.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Crafted operations best practices using audits and project management team feedback.
- Published customer satisfaction results from feedback forms and correspondence.
- Coordinated with other departments
- Established effective relationships with vendors/merchants
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Developed key performance indicators to measure effectiveness of operational processes.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Developed and implemented operational procedures to ensure quality standards are met.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Analyzed data from daily reports and stats
- Created detailed reports on the performance of individual staff members within operations.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Hired and onboarded team members to meet immediate and expected demand.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Monitored team progress towards achieving milestones set forth in project plans.
- Oversaw inventory management activities including ordering supplies as needed.
- Analyzed data to identify trends in customer service issues, financials, staffing needs to make informed decisions regarding operations.
- Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Created and managed budgets for operational departments and monitored progress against goals.
- Investigated customer complaints related to product and service quality or delivery issues.
- Coordinated training sessions for new employees regarding company policies, procedures as well as job roles, responsibilities associated with their positions.
- Conducted regular audits of employee performance and provided feedback on areas of improvement.
- Identified opportunities for process improvement initiatives through analysis of current processes and procedures.
- Collaborated with other managers across the organization to develop strategies that support overall company objectives.
- Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their work environment or job duties.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
- Drove customer satisfaction by addressing concerns or feedback promptly.
- Fostered positive relationships with clients and vendors.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Led cross-functional teams to achieve business goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Cultivated a positive work environment promoting teamwork.
- Set departmental objectives aligned with company vision and mission.
- Oversaw daily operations, optimizing efficiency and productivity.
- Facilitated employee development through coaching and mentoring programs.
- Coordinated with HR to recruit, train, and retain staff.
Operations Manager
Superfoto.co.za and Camerafrica.com
09.2014 - 10.2015
- Oversee 8 staff members - Digital designer, Digital Copy Writer & 6 store sales persons
- Compile Data sheets to upload to the website
- Update monthly price changes for +- 2000 products constantly matching prices with competitors
- Research to keep up with the trends and new products on the market
- Planning the social media platforms content management namely Facebook, Twitter, Google + Instagram and Pinterest monitoring the graphs to post content at certain times for more reaches / engagement with the public
- Editing content before publishing from product content to social media platforms
- Meeting with brand suppliers for possible current product movement
- Making decisions at own discretion
- Stock Procurement
- Overseeing the logistics for Superfoto and Camerafrica.com, dispatch, deliveries, tracking of parcels
- Email correspondence with customers, staff and directors
- Reporting on the overall performance on the division to Directors
- Ensuring that all parcel content and documentation is correct before dispatch
- Filing all relevant documentation of the division, hard copy and e-filing
- Maintaining high level of Customer service.
- Managed scheduling, training and inventory control.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Responded to information requests from superiors, providing specific documentation.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Tracked and replenished inventory to maintain par levels.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Presented performance and productivity reports to supervisors.
- Measured and reviewed performance via KPIs and metrics.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Developed key performance indicators to measure effectiveness of operational processes.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Maintained accurate inventory records to track stock levels and minimize costs.
Account Manager
Naspers -SaOnline Holdings Pty Ltd: Sa Camera
09.2012 - 03.2014
- Responsible for Bulk procurement as well as daily online sales
- Have weekly meetings with the Product Category Managers to discuss possible product movement at the best prices and to introduce new product lines and suppliers & offer recommendations
- Responsible to work on broadsheets for Kalahari.com catalogue, offer products that is at great deals for their Marketing projects
- Offering products for Kalahari.com daily deals
- Managing good supplier relationships while maintaining the best possible service to Kalahari.com
- Invoicing daily order & bulk orders - Assist Financial Manager with Kalahari account queries
- Overseeing that Data Input Capturer completes deadlines for Kalahari.com projects
- Compiling stock files (report where stock on hand reflects) to upload to Kalahari.com website 4 times daily
- Shipping all orders out in a 24hour turnaround time bulk orders inclusive
- Compile Excel Load sheets (DATA sheets) for new products on the market (sourcing images, content from respective websites) along with dimensions and best possible pricing
- Dispatching all orders for shipping
- Problem solving product issues with suppliers
- Responsible to return stock from Kalahari.com warehouse to fulfil SaCamera customer orders
- Communicating via e-mail & telephonically
- Responsible for all Kalahari.com Photographic Category.
- Fielded telephone calls and offered prompt, detailed answers to meet requests.
- Administered daily program operations with optimal efficiency and cost controls, consistently achieving budget demands.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships to boost sales opportunities.
- Renewed existing accounts by building relationships with clients.
- Negotiated contracts and closed agreements to maximize profits.
- De-escalated customer interactions by providing alternative solutions to issues.
- Sourced new opportunities to introduce products and services to potential customers.
- Communicated progress of initiatives to internal and external stakeholders.
- Addressed customer questions and concerns regarding products and services.
- Monitored industry trends and made recommendations for changes in strategy accordingly.
- Resolved customer complaints in a timely manner.
- Collaborated with marketing team to develop promotional materials for clients.
- Provided technical assistance during product demonstrations or presentations.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Utilized problem-solving skills when dealing with difficult customers.
- Provided technical support to customers when needed.
- Solicited feedback from customers on their experience with products or services.
- Managed multiple accounts simultaneously while meeting deadlines.
Administration Clerk
The Foschini Group Head office
07.2007 - 08.2012
- Responsible to process customer refunds & journals on the Odyssey system & Vision system
- Capturing customer debit orders on the Odyssey system daily target of 150 customers
- ITC updates, corrections and Incorrect listing removal, Indexing, new accounts capturing, recoveries department escalations
- Call centre – Customer services
- Customer email correspondent (Info inbox management)
- Remittance corrections and escalations
- Operational queries escalated to the various departments
- Responsible for customer account recons when requested by customers
- General customer enquiries via email correspondence & telephonically
- Responsible to email customers within the company SLA with a daily target of 150 emails
- Filling all relevant documents of the department
- Responsible to perform ITC updates with the respective credit bureaus for any customer disputes of their details, incorrect listing, payment profile updates, and reinstating charged, purged accounts
- I actively performed roll play assistance for Quality Assessors for new recruits into the call center
- Care taking team leader within the customer service department.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by following effective quality assurance practices.
- Responded to information requests from superiors, providing specific documentation.
- My multiple skill ability enabled me manage my time and workload diligently to meet and exceed expectations
- De-escalated customer interactions by providing alternative solutions to issues.
- Sourced new opportunities to introduce products and services to potential customers.
- Addressed customer questions and concerns regarding products and services.
- Resolved customer complaints in a timely manner.
- Fielded telephone calls and offered prompt, detailed answers to meet requests.
- Troubleshot and resolved issues with computers and other peripheral office equipment, including printers and copiers.
- Utilized problem-solving skills when dealing with difficult customers.
- Provided technical support to customers when needed.
- Managed multiple accounts simultaneously while meeting deadlines.
Office Manager
Green Home Pty Ltd
- Office Maintenance
- Manage cleaning and pest control
- Manage and purchase stationery and office supplies
- Postage
- Manage office IT (computers, phones, internet)
- Oversee security
- Stock Release
- Release stock for delivery based on payment
- Courier recon & payment
- Filing all company filing
- Finance
- Manage petty cash and cash sales
- Manage card and snap scan payments
- Debtors control - call overdue clients
- General
- Monitor staff attendance register
- Out of office emails
- Marketing ad hoc admin work
- General paperwork
- Insurance management
- Sales ad hoc admin
- Responsible for all the administrative activities that facilitate the smooth running of the head office, and to oversee administrative activities of satellite offices
- Responsibilities range from filing, finance admin, office maintenance, courier and stock admin, marketing admin as well as ad hoc duties
- Personal assistant work for the Managing Director
- Resource management
- Directly accountable for managing the budget, casual staff and cleaning staff.
Education
High School Diploma -
Steenberg Secondary School
South Africa12-2001
Skills
- Inventory Management
- Performance monitoring
- Process Improvement
- Customer Service
- Performance reporting
- Workflow Optimization
- Management
- Client Relations
- Project management abilities
- High-pressure environments
- Operations Management
- Conflict Mediation
- Client Relationships
- Delegation
- Decision-Making
- Performance Management
- Policies and procedures implementation
- Cross-functional communications
- Quality assurance and control
- MS Office
- Onboarding and Orientation
- Performance Evaluations
Alternative Phone
0456 530 354 Husband Rickey Koopman
My contact number is 0448521399
References
Upon request.
Timeline
Operations Manager
Intellimali Pty Ltd
06.2016 - 03.2024
Operations Manager
Superfoto.co.za and Camerafrica.com
09.2014 - 10.2015
Account Manager
Naspers -SaOnline Holdings Pty Ltd: Sa Camera
09.2012 - 03.2014
Administration Clerk
The Foschini Group Head office
07.2007 - 08.2012
Office Manager
Green Home Pty Ltd
High School Diploma -
Steenberg Secondary School
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