Experience

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  Limnos backers

  Jan 2018 - Nov 2020

  Junior manager

  In my role as a restaurant & bakery Junior Manager, I managed a team of 14 staff, and I was responsible for the daily operations. I was renowned for being a completer finisher by the general manager.Key Responsibilities included: Appointing, inducting, mentoring, and training new staff members.Conducting payroll activities in an accurate, timely manner.Recording all income and expenses and ensuring that cash registers are balanced.Ensuring that the restaurant adheres to pertinent health and safety regulations.Ensuring the store’s monthly targets were met."Achievements"Renowned for being a completer finisher. Show less

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  Orderin

  Jan 2021 - Nov 2023

  I worked closely with the National Operation Manager to execute processes to achieve the Delivery Operations department objectives across sourcing, onboarding, training, and tracking and improving the reliability of couriers.Key Responsibilities include:Executing sourcing, vetting and onboarding programs that enable couriers to join Orderin, start well and thrive in their roles.Screening drivers through MIE Background Screening.Creating couriers' personal folders and profiles on the delivery tracking system.Working closely with the area Territory Manager to establish scalable ways to discover, track and resolve all delivery-related pain points.Executing training programs that empower couriers to perform their service in line with Orderin’s service levels.Recognizing and celebrating couriers for great reliability and service (including Zone visits).Consistently monitoring courier reliability to ensure achievement and maintenance of delivery targets.Performance management through data projections using PowerBI & MetaBase.Executing training programs, delivery partner onboarding and offboarding.Assisting couriers with all queries (including payments).Working closely with the Customer Success team, as well as the Partner Management team, to investigate any courier complaints and execute follow-up procedures.Meticulously executing administrative duties such as document collection and organization, as well as courier gear stock management and distribution.Achievements:- Increased couriers' availability during peak and late hours.- Improved the region's performance and couriers' retention (Westen cape).- Successfully launched 3 McDonald's MDS Stores (Green Point, Ottery, and Belhar)- Maintained an average delivery Total Experience Time of 30 minutes in the region. Show less I worked within the customer service and delivery operation team to attend to inquiries and resolve problems for clients (stores and customers) related to online orders, assisting couriers, running daily delivery operations and maintaining high standards.Key Responsibilities include:Fulfilment of orders within the required SLA as set out by the business.Support drivers to enable them to meet SLA with regard to order fulfilment. Manually reassigned orders, assisting them with directions to customers, and Monitoring driver progress on Jarvis to ensure order delivery.Responding efficiently and accurately to drivers, providing solutions, and ensuring that drivers feel supported and valued.Build sustainable relationships and engage customers and drivers by going the extra mile.Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.Maintaining a positive, empathetic, and professional attitude toward customers/restaurant drivers at all times.Communicate and coordinate with internal departments.Provide feedback on the efficiency of the fulfilment process.Communicating with clients and drivers through various channels.ACHIEVEMENTS:"Customer Service"Communicating empathy and active listening skills allowed me to establish immediate trust and rapport with clients, as demonstrated by my track record of a 96% to 99% customer satisfaction rating."Delivery Fulfilment Associate"Improved average Total Experience Time (TET - from the time we receive the delivery request to the time the customer has received their order) from 40mins to 27mins of my hubs (daily monitored areas) as an individual and part of the team. Show less

  • Delivery Operations Expert

    Nov 2022 - Nov 2023

  • Customer Service Agent & Fulfilment Associate

    Jan 2021 - Nov 2022
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  Breaze delivery

  Nov 2023 - Nov 2024

  Operations specialist

  Key responsibility: Developing and refining delivery SOP's (Standard Operating Procedures) for efficiency and effectiveness.Overseeing onboarding, creating training materials, and delivering programs to equip couriers to meet Breaze Delivery’s service standards. Setting up couriers’ profiles and folders in the tracking system and monitor reliability.Providing training to Client Partners to ensure smooth usage of the delivery tracking system.Monitor real-time deliveries to ensure timely completion, swiftly addressing delays, route issues, or driver cancellations.Assisting couriers with inquiries, including payment concerns, and collaborating with Customer Success and Partner Management teams (stores) to resolve complaints.Analysing performance data, identifying improvement opportunities, and preparing reports with actionable insights for management.Executing tasks such as document collection, organisation, and other administrative duties with precision.Quickly addressing and resolving operational challenges, including route obstacles, driver cancellations, or unexpected delays, to maintain smooth delivery flow.Ensure all operations align with company policies, safety standards, and any relevant local or industry regulations. Show less

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  Valternative energy

  Nov 2024 - now

  Fleet coordinator