Experience

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  Refrigeration compressor spares

  Jan 1994 - Jan 1999

  Spares manager

  Receiving and dispatching of goods.Ordering, issuing and reconciling stock.Debtors and credit control.Research and Development.Sourcing new international suppliers.Arranging delivery of parts across Southern Africa.Sales.Achievement:Became the 2IC in the MD’s absenceAwarded incentives for exceeding sales targets

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  Kovco (pty) ltd

  Feb 1999 - Aug 2000

  Product manager

  Ordering of Stock from America.Freight into South Africa.Storage Logistics.Stock control.Costing.Marketing.Sales.Debtors controlSales forecasting and pricing

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  Active business solutions

  Oct 2000 - Mar 2001

  Sales consultant

  • Sales of printer and printer consumables.• Cold Calling.• Customer Liasing.• Ensuring punctual deliveries.

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  Service improvement management

  Apr 2001 - Jul 2016

  Quality assurance manager / call centre

  Roles & Responsibilities:Recruitment and training of call centre agents (16 agents).Report compiling and checking (Weekly and Monthly).Comment cleaning for reports.Call Quality Assurance (Voice logger - monitoring and improvement of Customer experience).Manage, motivate, coach and develop.Monitor team and individual performance against agreed goals.Enhance and implement quality related methodologies and initiatives.Conflict Resolution.Planning and forecasting.Customer management.Coordinating new vehicle launch.Ensure achievement of highest standard of product knowledge and adherence to SLA.Call Quality Monitoring – identification and measurement of agent knowledge, telephone skills and ability to service the customer.Coaching – identifying areas where operational process and compliance issues require improvement.Analysis and rectifying actions of CSI feedback received from clients.Reviewing and quality assurance information that is published to BMW SA and Germany.Daily call targets.Logging Cases on BMW SAP system (B2B portal).Performance management targets.Presentations to senior managements and stakeholders.Product Launch: VW Golf GTIManaging product budget.Identifying client requirements (VW SA).Understanding customer base (VW end user).Manage risks and plan contingencies.Manage stakeholder expectations.Create training material and communication material, including ‘Meet and Greet’ welcome packs.Managing logistics, including among others: locating the correct venue; flights; accommodation; dietary requirements.Develop, distribute and analyze customer feedback.Report generation and feedback to client. Show less

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  Bmw centurion

  Dec 2016 - Apr 2022

  Customer contact manager / sales new cars

  Customer service ManagementNew Sales lead generationRetention programSales lead allocationCampaign managementVirtual Showroom / Financial Services BMW dealernetNRSM ( New Retail Sales Model)BMW New / Used car Sales

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  Mini centurion

  Apr 2022 - Jun 2023

  Mini sales manager
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  Bmw fourways

  May 2023 - Dec 2023

  Bmw sales executive
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  Bmw centurion

  Jan 2024 - now

  Corporate sales manager