Chantel Koen

Experience

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  Bonaero Liquors

  Jan 2004 - Jan 2006

  Cashier
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  Adam Equipment

  Jan 2006 - Jan 2006

  Girl Friday / Receptionist
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  Efamatic Machine Tools

  Jan 2008 - Jan 2009

  Administrative Assistant
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  Value Logistics

  Jan 2009 - Jan 2010

  Helpdesk Agent
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  Value Logistics

  Aug 2010 - Jun 2014

  Claims Administrator
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  Value Logistics

  Oct 2014 - Jun 2017

  Claims Supervisor

  Key responsibilities included analysis and management of claim files (claim assignments, coverage analysis, establishment of and adherence to action plans in claim files, reserve accuracy, effective negotiation and appropriate resolution). DutiesManaged status of 79, 80, 82 and 87 claims and emailed the branches all approved and rejected status 80 claims. Ensured that claims are cancelled on Freightware when instructed by the branch for a valid reason. Investigated with the relevant customers if the goods were received and verified document related issues.Identified potential and actual claims and collated investigation documents with all involved where no investigation has been completed. Ensured that the preparation of valid claims for sign off and the repudiation of invalid claims billed by customers is performed by the claims department Controlled claims documentation. Identified trends in claims paid to all customers as well as identifying and assisting in driving the reduction of claims Quality checked problem proof of deliveries (POD’s) and signed off on valid claims.Assisted with all claim enquiries from both the business/branches and the client in a professional manner. Investigated queries and supplied accurate and speedy feedback to client’s on a daily basis. Maintained a good relationship with clients. Supplied customers with copies of claims proof of deliveries (POD’s)Met with clients where necessary to resolve queries and improve processes.Processed valid claims on Embrace. Reviewed all valid claims before handing to national claims manager and operations and forwarded to accountant for second authorisation. Ensured that the payment deadline is always met and that claims are processed within 30 days of the statementEmailed rejected claims to the clients on time for it to be credited from the new claim statement within 30 days of statement date. Show less

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  Triton Express (Pty) Ltd

  Apr 2017 - Mar 2020

  Customer Service Manager

  Key responsibilities included management of the customer service team and reporting to the national customer service manager and branch manager. DutiesEnsured that collection requests are logged correctly on the collection/approval site.Prepared freight quotations by requesting and processing freight ware data (account numbers, area senders and receivers, service levels, quotations, dimensions, weights) and emailing printed quotation(s) to customers.Managed and monitored back-to-basics service compliance.Investigated and resolved queries/problems through analysing, verifying, and determining status on waybill and discrepancy report. Communicated findings to customers and assisted with general enquiries. Planned, monitored, and controlled team member task accomplishments.Communicated, instructed, and maintained discipline within the team and assisted with team member recruitment and selection.Administered discrepancy manifest by collating all discrepancy reports to master records in Excel; checking scanning details; and reviewing endorsed waybills. Contacted and advised clients on status and communicated with branches regarding misrouting. Monitored third party agent proof of deliveries (POD’s) by printing outstanding proof of delivery (POD) report (by days) and verifying status by marking-off on dispatch trip sheets.Prepared waybills awaiting proof of deliveries (POD’s)/waybills.Booked collections for customers that call in.Implemented new processes and procedures within customer service.Prepared call sheet reports on a weekly basis and forwarded to national customer service manager.Prepared monthly statistics for call centre agent (CSA) department and forwarded to national operations director and national customer service manager. Monitored customer service calls to improved call centre agent telephone skills. Mentored interns placed within the department Show less

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  Super Group

  Mar 2020 - now

  National Customer Service Manager

  Key responsibilities include management of the customer services teams nationally and reporting to the chief commercial officer. DutiesManaging the national customer service teams.Ensuring the businesses strategy of being customer centric and client facing within customer services by implementing of a Customer Service Guide and driving customer service agents and managers key performance indicators (KPI’s).Proactively communicating with customers and clients’, assisting with queries, and resolving issues. Proactively communicating with all stakeholders regarding matters that may affect fast moving consumer goods (FMCG’s) service delivery (in and out).Following up on all outstanding issues until situation is fully resolved and escalating complex issues where necessary.Compiling of bulk order and delivery report daily.Resolving customer special requests for delivery outside of nominated delivery dates as well as add-on’s.Billing and recording schedule of special requests.Building customer service center and implementing the correct ethos, drive for efficiency, pro-activeness, can do attitude, and a winning cultureEnsuring all critical elements of booking customers, reports, billing etc. are covered for by in case of leave, sickness, absenteeism. Communicating with customers regarding back door delivery problems.Assisting in redesigning the company website.Providing training for the Super Portal system. Assisting with new client take-on.Implementing of ISO-9000 SOPS and procedures.Monitoring customer service key performance indicators (KPI’s) on the Jira system. Show less