Experience

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  Zapzone

  Dec 2010 - Sept 2013

  Sales assistant

  My responsibilities included cashing up, counter sales, invoicing, assisting clients with using company computers and reception duties.

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  Owl alarms

  Dec 2013 - Mar 2014

  Assistant technician

  I assisted with the installation of alarms, CCTV, electric fencing, access control, gate automation, pepper spray security systems etc. I also assisted with ad-hoc administration tasks and scheduling workload and daily appointments.

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  Flinkdink plumbers

  Apr 2014 - Jun 2015

  Administration and reception

  Reception dutiesGeneral administrationDaily workload distribution for the plumbing teamsVehicle monitoring and reportingAssisting on invoicing Complaint management and feedbackI digitised the company taking them from a manual handwritten system to a fully online platform created in Excel Online, enabling reception and myself to work effectively and assist customers on the phone and plumbers with queries on requests sent to them while allowing the finance teams to proceed with invoicing and collections as well as the quotes team to insert new requests all live all in sync, something that was not previously possible and greatly improved the efficiency of the company and the time management abilities of the staff in the office. Making them better organised and directly improving the customer experience and productivity of the affected stakeholders. Show less

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  Hoppa

  Jul 2015 - Dec 2017

  I performed the role of a procurement manager for the USA, Asia, Oceania and other countries, sourcing and maintaining the partners as needed while delivering on my targets and deadlines. I also served on the Management Support committee where we worked with representatives from each department to advise top-level management on ground level problems and possible solutions. I performed this role in conjunction with another role for approximately two months in the interim and was then appointed to the role full time. My attention to detail, communication abilities and work ethic made me highly effective. I developed an analytical ability for turning commercial data into results, becoming the youngest Procurement Manager in hoppa.com (15+ years younger than my peers), managing Asia, Oceania, Australia, New Zealand and the USA, with less than 3-year tenure at the time in the company, exceeding my targets consistently.Procuring hundreds of thousands of airport transfers annually while maintaining the performance of existing partners and liaising between partners, and our commercial team ensuring we meet the needs of the business but also those of our customers, getting the right product at a cost-effective and competitive rate. Duties Included:Manage partner integrationCommunicate with partners on a daily basisProcurement maintenance and change controlResource management and planningManagement reportingGAP analysis against the competitionCost analysis and reportingManaging service levels and product delivery with partnersRegular performance reporting of partners against SLA’sAssisting with the escalation of operational queries and customer service queriesSupplier research and sourcingAssisting to develop the supplier booking management software Show less I performed data analytics and made recommendations to the procurement managers in regards to reducing cost, complaints etc. While assisting with administration and systems data inserts as required from time to time.Duties Included:Manage partner integration systemsRecord keeping of contracts and insurance documentsProcurement change controlResource management and planningManagement reportingGAP analysis against the competitionCost analysis and reportingRegular performance reporting of partners against SLA’sResource planning Show less This role was essentially the right hand of the procurement manager. I provided data analytics and assisted with supplier administration and operations management. The focus was on doing administration and supplier management to leave the PM to go out and buy and grow the supplier network.Duties Included:Cost analysis and reportingManaging service levels and product delivery with partnersRegular performance reporting of partners against SLA’sAssisting with the escalation of operational queries and customer service queriesCommunicate with partners on a daily basisManage partner integration systemsRecord keeping of contracts and insurance documentsCommunicate with partners on a daily basis Show less I support the complaints department with negative feedback from customers and complaints regarding experiences had with airport transfers and excursions. I assisted in reviewing complaints with the suppliers and clients finding the best solutions for each case and feeding the data we gathered back to the commercial teams to ensure suppliers are improved and performance maintained at optimal standards.I also became one of only two associates entrusted with the companies, airport parking, excursions and social media escalations at the time. Show less

  • Partnership Manager

    Dec 2016 - Dec 2017

  • Inventory & Demand Executive

    Sept 2016 - Jan 2017

  • Partnership Executive

    Dec 2015 - Sept 2016

  • Customer Service Executive

    Aug 2015 - Nov 2015

  • Administrative Executive

    Jul 2015 - Jul 2015
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  Sabbatical

  Dec 2017 - Jun 2018

  Sabbatical

  Some time off to focus on my studies and personal life and skills developement

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  Chos consulting

  Jul 2018 - now

  Ground transportation consultant

  We provide operational and strategic consulting to various industry leaders, specializing in ground transportation service solutions within the tourism industry.We focus on tailor-made solutions for our clients, providing them flexibility and scalability through cost-competitive offerings with reduced risk. Specializing in operations outsourcing and procurement services through our vast network of group transportation providers across multiple continents and in various countries. This, combined with our network of clients and agencies to whom services could be marketed on an international level, provided them with a unique and scaling way to obtain clients for their newly procured product.We would assist in training and developing their operations team to meet the standards expected by international clients, promoting sustainability and growth in a mutually beneficial fashion. Show less

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  U8 global pte ltd

  Jul 2018 - Dec 2020

  Global operations manager

  Responsible for the day to day running of the operations team ensuring all bookings and emails are administered and complaints responded to within the SLAs provided by our clients by the staff on duty. Responsible for general key account management of all large agencies/corporate clients the company had.I assisted management with reporting, basic HR functions for the operational teams as well as determining shifts and other operational requests. I engaged in all commercial relationships sizeable in nature also procuring providers from time to time where the need arose while protecting our service and SLAs yet maintaining sustainable and competitive pricing and profit margins. I worked very closely with the owner and CEO to achieve significant results.The company was a small airport transfer provider based and operating in Singapore only at the time of joining. I was able to help scale those operations to include, Hong Kong, Malaysia and on request Thailand. I did this remotely, being based in South Africa. With great success and achieving measurable and constant success and growth for the company through utilising my network, communication abilities and leadership experience. Unfortunately, this position was made redundant as the company suffered significant challenges due to the severe lockdown in Singapore during the initial phases/waves of the Covid-19 pandemic. Show less

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  Transfer systems

  Nov 2018 - Mar 2020

  Procurement manager

  Responsible for procuring new suppliers and assisting with commercially related functions and analysis as well as other ad hoc duties associated with the functions of a startup company. I did market research, cost variance analytics, and competitive pricing analytics to drive our procurement functions in obtaining cost-effective and high-quality service providers that the business could market to its prospective customers. While doing so also identified ground transportation providers that we could assist to meet our needs in terms of our required service levels but also in terms of our cost factor, by onboarding them to our transportation software. Marketing our software solution as a way to reduce their administrative and customer service functions through reducing effort and therefore work hours required, simultaneously reducing their overheads and cost through efficiency and automation. Eliminating the need for high staff volume contact centres reducing their spend per service provided and improving profit margins.I would assist with other ad-hoc functions such as onboarding with the software, administrative and customer service escalations as well as consolidating and providing comments on feedback received from both our customers and partners as well as affiliates.Being a predominately travel industry based employer the company closed down during the outbreak of Covid-19 pandemic indefinitely and my services was subsequently terminated. Show less

• 

  Amazon

  Oct 2020 - now

  Team Manager for Customer Service Associates in the amazon.com/ca NA Consumer inbound call centre, supporting our North American and Canadian marketplace. Managing the team of 20-25 associates, while reporting to and supporting my Group Manager to achieve the operational and customer service goals within my team. Balancing performance with inclusion, autonomy, learning and development and day to day operational challenges to meet the needs of the business.Duties:*Leading a team of approximately 20-25 associates; responsible for overall direction, coordination, and evaluation of the team.*Identifying and eliminating barriers to accuracy, productivity, and quality*Managed attendance and schedule conformance *Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.*Lead the team in an environment through changes in circumstances, direction, and strategy*Managed performance of Customer Service Associates.*Day to day operational duties.*Coaching and development of Customer Service Associates.*Assist with basic HR Functions (ie. Leave, Disciplinary functions, Escalations, Queries)*Promote and ensure team engagement.*Provided support to the associates in terms of meeting their daily objectives.*Involved in Site and Department Level projects to further operational excellence.Through utilizing my people skills and past management experience I am able to successfully lead a virtual team while creating an environment and culture where my team can not only perform optimally but where we can help each other do better and achieve more. Show less Team Manager for Customer Service Associates in the amazon.com/ca NA Consumer inbound call centre, supporting our North American and Canadian marketplace. Managing the team of 20-25 associates, while reporting to and supporting my Group Manager to achieve the operational and customer service goals within my team. Balancing performance with inclusion, autonomy, learning and development and day to day operational challenges to meet the needs of the business.Duties:Managed attendance and schedule conformance Managed performance of Customer Service Associates.Day to day operational duties.Coaching and development of Customer Service Associates.Assist with basic HR Functions (ie. Leave, Disciplinary functions, Escalations, Queries)Promote and ensure team engagement.Provided support to the associates in terms of meeting their daily objectives.Ensure policy and procedural compliance by associatesInvolved in Site and Department Level projects to further operational excellence.I was awarded the "Amazon People's Choice for 2021" and "Top Performer January 2022" awards after being in the role 4 months at the time starting the role in a very short space of time in roughly 10 months since joining the company, a testament to my performance, standards and work ethic.Through utilizing my people skills and past management experience I am able to successfully lead a virtual team while creating an environment and culture where my team can not only perform optimally but where we can help each other do better and achieve more. Show less I provided inbound customer service support mainly for the US market shopping on amazon.com. I was also skilled in the Heavy Bulky and Services division as well as retail for both .com and .ca marketplaces. Allowing me to assist customers with large and expensive items, home services booked and normal online products, with anything from general enquiries to concessions and special assistance.I assisted with customer service queries, assisted customers in placing new orders, locating existing ones, amended subscriptions as well as general queries on our company policies and procedures as well as any complaints/concessions they might have required as a result of a broken promise, mistake on our side or simply not being satisfied with the quality provided. I assisted in training and developing new hires from April 2021 until July 2021, providing support to the teams and assisting the Team Managers as required as an SME (Subject Matter Expert) in my trained skills. I also stood in on more than on occasion for TM's if they were unable to attend to matters including assisting with Coaching and Developing the new hire associates. Show less

  • Health and Safety Representative - Virtual

    May 2023 - now

  • CSNA VCS Consumer Team Manager

    May 2022 - now

  • CSNA VCS Team Manager (Seasonal)

    Sept 2021 - May 2022

  • Customer Service Associate

    Oct 2020 - Sept 2021