Microsoft Office, Microsoft Office 365, Windows 11, Advantage Warehouse Management Systems, Achiever Plus, Digital Marketing/Social Media Management for Personal Shopify E-commerce Online Store (Google Ads, Facebook Ads, Instagram Ads), Graphic Design (Adobe Photoshop, Adobe Illustrator, InkScape, Canva, Paint 3D, Sketchbook, Silhouette Studio), CRM, Zendesk, Internet, Entropy Quality Management System, Drivecam, Global Telematics/Pointer SA FMS5, Amazon CSC and AC3, JD Edwards,
Bernadine-Anne Thompson
Behavioral Change And Customer Excellence Management
Summary
Results-driven professional dedicated to being a key contributor to companies aiming for industry dominance. Encouraging manager and analytical problem-solver skilled in team building, leadership, and motivation. Possesses excellent customer relations aptitude and relationship-building skills. Proficient in independent decision-making and judgment to positively impact company success. Dedicated to enhancing employee engagement through training, monitoring, and morale-building.
Knowledgeable and adaptable customer service professional with a proven track record in various industries. Solid team player with an outgoing, positive demeanor and the ability to establish rapport with clients. Motivated to maintain customer satisfaction and contribute to overall company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
25
25
years of professional experience
2
2
Languages
Work History
Seasonal Virtual Customer Service Associate
Amazon Development
10.2022 - 01.2024
- Effectively communicate (verbal and written) with a problem-solving approach.
- Systematically escalate problems to relevant teams and ensure follow-through on resolutions.
- Demonstrate ownership in resolving challenging customer issues, escalating when needed.
- Develop and understand performance metrics to drive business results.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Investigated and resolved accounting, service, and delivery concerns.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Educated customers about billing, payment processing, and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time, and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Resolved associate, tool, and service delivery issues revealed by statistical reports.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with upper management to improve customer service processes and support structures company wide.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Researched and corrected customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with the marketing department to launch and manage promotional activities and campaigns.
- Assisted with pricing questions, inventory availability, and changes to existing order and shipping information.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Took ownership of customer issues and followed problems through to resolution.
- Developed and offered unique discount options to drive interest in new product lines.
- Kept accurate records to document customer service actions and discussions.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Implemented customer service policies and procedures for consistent performance standards.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Kept a high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Assessed customer service data to identify and address improvement opportunities.
Property & Client Service Administrator
First Allegiance
05.2023 - 09.2023
- Source, recruit, and oversee new vendors.
- Onboard vendors into the company system.
- Issue work orders for maintenance tasks on foreclosed properties nationwide (e.g., lawn services, maintenance, winterization).
- Monitor and direct incoming mail and prepare outgoing mail.
- Prepare detailed documents and reports in adherence to administrative processes.
- Collaborate in the timely processing of billing and accounts receivable.
- Work closely with others to accomplish timely invoicing and accounts receivable.
- Assist management with special projects to complete all tasks by deadlines.
- Maintain databases and contact lists to keep important contact information accurate and up to date.
- Answer phone calls and respond to inquiries from customers, vendors, and other external contacts.
- Resolve issues through active listening and open-ended questioning, escalating major problems to the manager.
- Keep a high average of performance evaluations.
- Delegate tasks to administrative support staff to organize and improve office efficiency.
- Manage vendor performance to maximize profitability and achieve financial objectives.
- Cultivate strong relationships with vendors and partners supporting administrative operations.
- Negotiate and execute contracts on behalf of the department.
- Analyze and solve multi-faceted problems that affect executive leaders and business initiatives.
- Identify opportunities to streamline processes and improve office operations and efficiency.
- Maintain primary relationship accountability for clients, overall servicing responsibility, and client satisfaction to maximize profitability of client relationships.
- Organize and update databases, records, and other information resources.
- Implement project management techniques to overcome obstacles and increase team productivity.
- Monitor metrics and develop actionable insights to improve efficiency and performance.
- Create customer support strategies to increase customer retention.
- Manage department call volume of 200 calls per day and coordinate department schedules to maximize coverage during peak hours.
- Calculate correct order totals, update accounts, and maintain detailed records for inventory management.
- Create and maintain a detailed database to develop promotional sales.
Real Estate Agent
Chas Everitt International Property Group
08.2021 - 09.2022
- Communicated with clients to understand property needs and preferences.
- Marketed and sold properties by hosting open houses and advertising online and in print.
- Negotiated, facilitated, and managed real estate transactions.
- Presented purchase offers to sellers for consideration.
- Maintained connections with clients to encourage repeat business and referrals.
- Advertised client properties through websites, social media, and real estate guides.
- Developed and maintained client relationships through networking, postcards, and cold calling.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Advised clients on market conditions and property value for informed decision-making.
- Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.
- Reviewed market research data and changed sales plans accordingly.
- Conducted comprehensive market analysis to identify opportunities for investors.
- Developed and presented proposals to clients to raise awareness of potential real estate investments.
- Prepared and presented contracts and other legal documents to clients.
- Collaborated with stakeholders to complete property sales and purchases.
- Coordinated appointments to show tenants and buyers prospective homes.
- Established positive flow of communication with agents, clients, attorneys, and personnel involved in closing transactions.
- Negotiated contracts with buyers and sellers to maximize customer savings.
- Reviewed property listings, interviewed potential clients, accompanied clients to properties, and effectively communicated the condition of sales.
- Appraised commercial properties, maintaining accuracy and employing knowledge of area markets for accuracy.
- Conducted weekly open houses and provided feedback to sellers on potential buyers.
- Followed-up escrow process, coordinated contingency removal of property inspection, and maintained timely closing of escrow.
- Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
- Reviewed and executed confidential documents, contracts, and disclosures.
- Generated leads for sales and rental properties through cold calls and referrals.
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
- Leveraged market knowledge and analysis to provide guidance and advice on the best options for clients.
- Performed home evaluations and developed competitive market analysis for individual homes.
- Developed new business and managed new and existing clients.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
- Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
- Developed and implemented marketing strategies to maximize sales and attract new clients.
- Studied property listings, interviewed prospective clients, accompanied clients to properties, and discussed the condition of sales.
Insurance and Wealth Management Agent
Providential Financial Services
03.2020 - 08.2021
- Conducting client meetings to assess financial goals, risk tolerance, income, expenses, and assets.
- Providing strategic advice on investments, insurance, and debt management.
- Ensuring compliance with industry regulations for account transactions.
- Conducting market research to stay informed on financial trends.
- Creating financial documents, including income projections and investment reports.
- Identifying and pursuing potential clients for client base maintenance.
- Understanding each target customer's business model, mapping out organization, and identifying unique technology needs.
- Responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Developing and maintaining positive customer relations and coordinating with team members to properly handle requests and questions.
- Managing inventory to provide customers with access to products in high demand.
- Learning and utilizing upselling techniques to encourage customers to make additional purchases and increase sales.
- Researching relevant resources to assist members, identifying member representation needs, and troubleshooting next steps to provide optimal support for members.
- Planning and executing company participation in trade shows and conferences to initiate relationships with potential clients and promote products and services.
- Conducting company performance evaluations after events to assess interest levels shown for products and services and discover opportunities for growth.
- Building relationships with industry stakeholders to stay informed on industry trends and developments.
- Greeting customers warmly to set the tone of customer experience and provide a welcoming and friendly atmosphere.
- Learning and following all organizational policies and procedures to maintain safe and professional working environments.
- Communicating with clients and customers to gather, provide, and share updated information on products and services.
- Handling customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Gathering, organizing, and inputting information into a digital database.
- Optimizing customer experience by delivering superior services and effectively troubleshooting issues.
- Supporting the creation of detailed, technical financial models to value potential acquisition targets.
- Developing effective improvement plans in alignment with goals and specifications.
- Helping meet changing demands by recommending improvements to business systems or procedures.
- Collecting, arranging, and inputting information into a database system.
- Maintaining database systems to track and analyze operational data.
- Evaluating customer needs and feedback to drive product and service improvements.
- Maintaining high standards of customer service by building relationships with clients.
- Determining client needs and financial situations by listening and scheduling fact-finding appointments.
- Approaching potential clients by using direct marketing mailings and phone contacts.
- Responding to customer calls swiftly to resolve issues and answer questions.
- Building relationships with clients using active listening and issue resolution to provide excellent service.
- Identifying potential risks in client businesses and recommending appropriate insurance coverage.
- Monitoring changes in the insurance industry to stay compliant with relevant laws and regulations.
- Developing and implementing marketing strategies to boost sales and increase customer base.
- Creating detailed reports for management to track performance and sales.
- Preparing and reviewing insurance applications to verify compliance with regulations.
- Cross-selling insurance products to existing clients to reach sales targets.
- Investigating and processing claims swiftly to keep customers satisfied.
- Utilizing CRM software to manage client relationships.
- Negotiating with insurance underwriters to obtain better coverage and improved rates for clients.
- Negotiating contracts and terms of sale with potential customers.
- Conducting research and identifying market trends to develop better strategies for sales.
- Calculating premiums and establishing payment methods for sales.
- Finalizing sales and collecting necessary deposits.
- Generating leads through cold-calling, networking, and other outreach methods.
- Determining financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Collecting premiums on or before the effective date of coverage.
- Conducting annual reviews of existing policies to update information.
- Identifying and soliciting sales prospects in agency databases.
- Monitoring customer feedback and identifying areas of improvement.
- Analyzing customer needs to provide customized insurance solutions.
- Researched and identified potential new markets.
- Designed presentations and marketing materials to promote insurance products.
- Worked with the sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Created sources for continuous client referrals within the community and with businesses using extensive networking skills.
- Developed and implemented promotional strategies to increase the customer base.
- Met with customers to provide information about available products and policies.
- Educated clients on insurance policies and procedures.
- Analyzed risk factors to recommend appropriate coverage levels.
- Evaluated competitors' products and services to gain a competitive advantage.
SHEQ Manager – Mining and Infrastructure Division
Unitrans Supply Chain Solutions Pty Ltd
04.2016 - 03.2020
- Developed and implemented safety policies and procedures to promote workplace safety.
- Provided new-employee health and safety orientations and developed materials for presentations.
- Investigated incidents, determined root causes, and implemented corrective actions.
- Devised and monitored safety performance metrics to assess and improve safety performance.
- Performed safety analyses to evaluate potential risks and develop risk mitigation strategies.
- Researched and devised new safety initiatives and strategies to improve safety performance.
- Monitored workplace activities to determine compliance with safety regulations and standards.
- Educated employees on hazardous waste management, emergency response, and safe work practices.
- Conducted safety audits and inspections to identify workplace hazards and deficiencies.
- Resolved problems, improved operations, and provided exceptional service.
- Cultivated interpersonal skills by building positive relationships with others.
- Provided professional services and support in a dynamic work environment.
- Adapted and learned new concepts quickly and efficiently.
- Paid attention to detail while completing assignments.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Managed time efficiently to complete all tasks within deadlines.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated leadership skills in managing projects from concept to completion.
- Identified accident causes and optimal prevention strategies by conducting thorough investigations and analyses.
- Coached and mentored employees within the company internship programs.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Maintained a professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Improved marketing to attract new customers and promote business.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Communicated clearly with employees, suppliers, and stakeholders to keep everyone on the same page and working toward established business goals.
- Controlled costs to keep the business operating within budget and increase profits.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Planned and budgeted accurately to provide the business with resources needed to operate smoothly.
- Improved safety procedures to create safe working conditions for workers.
- Managed and motivated employees to be productive and engaged in work.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established team priorities, maintained schedules, and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed the location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep the department aligned with sales and profit targets.
- Defined clear targets and objectives and communicated them to other team members.
- Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Used industry expertise, customer service skills, and an analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans based on broad guidance and direction.
- Launched quality assurance practices for each phase of development.
Assistant SHEQ Manageress - Petrochemical Division
Unitrans Supply Chain Solutions Pty Ltd
04.2011 - 04.2016
- Trained employees in current regulations and practices to prevent mishaps and promote safety.
- Reduced injuries among personnel through the development and implementation of robust safety programs.
- Addressed non-compliance issues and collaborated with HR officers for remediation.
- Facilitated safety training sessions for employees.
- Developed and implemented company procedures, resulting in a 100% reduction in job site accidents.
- Conducted occupational safety meetings, addressing inquiries, questions, and concerns related to training.
- Reduced worker's compensation premiums through COIDA.
- Inspected job sites and facilities to detect potential health hazards, implementing corrective measures.
- Promoted worksite safety by enhancing lockout and tagout maintenance processes.
- Facilitated meetings with upper management and executives to discuss safety improvement strategies.
- Identified accident causes and optimal prevention strategies through thorough investigations and analyses.
- Performed safety analyses to evaluate potential risks and developed risk mitigation strategies.
- Devised and monitored safety performance metrics to assess and improve safety performance.
- Monitored workplace activities for compliance with safety regulations and standards.
- Researched and devised new safety initiatives and strategies to enhance safety performance.
- Developed and implemented safety policies and procedures to promote workplace safety.
- Provided new-employee health and safety orientations, developing materials for presentations.
- Conducted safety audits and inspections to identify workplace hazards and deficiencies.
- Educated employees on hazardous waste management, emergency response, and safe work practices.
- Investigated incidents, determined root causes, and implemented corrective actions.
- Managed time efficiently to complete all tasks within deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated a high level of initiative and creativity in tackling difficult tasks.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
- Passionate about learning and committed to continual improvement.
- Skilled at working independently and collaboratively in a team environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Gained extensive knowledge in data entry, analysis, and reporting.
- Demonstrated respect, friendliness, and a willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
- Strengthened communication skills through regular interactions with others.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Identified issues, analyzed information, and provided solutions to problems.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Gained strong leadership skills by managing projects from start to finish.
- Resolved problems, improved operations, and provided exceptional service.
SHEQ Administrator
Unitrans Warehousing and Distribution (BP, Dulux, Total SA)
03.2008 - 04.2011
- Identified accident causes and optimal prevention strategies through thorough investigations and analyses.
- Researched and devised new safety initiatives and strategies to enhance safety performance.
- Developed and implemented safety policies, procedures, and metrics to promote workplace safety.
- Conducted safety audits and inspections to identify workplace hazards and deficiencies.
- Provided new-employee health and safety orientations, developing materials for presentations.
- Monitored workplace activities for compliance with safety regulations and standards.
- Educated employees on hazardous waste management, emergency response, and safe work practices.
- Investigated incidents, determined root causes, and implemented corrective actions.
- Demonstrated leadership skills in managing projects from concept to completion.
- Demonstrated a high level of initiative and creativity in tackling difficult tasks.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Evaluated operational practices and identified improvement opportunities for systems and procedures.
- Networked with industry professionals to exchange best practice knowledge and stay abreast of latest developments.
- Maintained personnel records and updated internal databases for document management.
- Drove marketing initiatives to increase brand recognition, facilitate promotion, and boost revenue.
- Troubleshot employee concerns and recommended corrective actions to resolve issues.
- Generated reports to suggest corrective actions and process improvements.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans aligned with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Created and managed project plans, timelines, and budgets.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected the production area to verify proper equipment operation.
- Gathered, organized, and input information into a digital database.
- Maintained an overall safe work environment with employee training programs and enforcement of safety procedures.
- Supported the creation of detailed, technical financial models to value potential acquisition targets.
- Cultivated positive relationships with vendors for a timely and cost-effective supply of services and materials.
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Observed packing operations to verify conformance to specifications.
Key Account Manager & Quality And HSE Coordinator
Freightmax – Imperial Holdings
03.2002 - 04.2008
- Managed and monitored non-conforming and hazardous products under ISO 9001:2000.
- Oversaw the Corrective Action Request (CAR) System within ISO 9001:2000.
- Maintained operational quality records for quick retrieval.
- Utilized the Processing Computer Logistics Advantage system for various tasks.
- Coordinated stock takes and served as Secretary for Depot HSSE Committee.
- Monitored health and safety at the depot, conducted audits, and risk assessments.
- Assigned and followed up on Supervisor Health and Safety Depot inspections.
- Worked on Achiever Plus - Accident and Document Management System.
- Managed health and safety under ISO 9000:2000 and identified training needs.
- Maintained and updated employee files, performed inductions, and provided administrative support.
- Collated reports for BP, Sasol, and Shell; managed product availability and quality.
- Ensured complete and satisfactory deliveries to customers.
- Planned and supervised shipments from production to end-users and scheduled daily and weekly routes.
- Prepared and updated employees' daily work schedules and resolved delivery problems.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Researched distance, traffic patterns, and other aspects to determine cost-effective and productive routes for deliveries.
- Developed SLA's for carriers and logistics providers, meeting defined requirements through daily management and process improvements.
- Observed staff to review compliance and safety to minimize losses due to violations or damage.
- Collaborated with planners to schedule and implement backhaul processes to meet third-party backhaul goals.
- Supervised department personnel by assigning and directing daily tasks and evaluating performance.
- Organized records of vehicles, schedules, and completed orders.
- Communicated with customer service and sales teams to improve productivity and service ratings.
- Integrated warehouse operations with existing and new business processes.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Divided and categorized cargo received and redirected shipments in response to customer requests.
- Reviewed established business practices and improved processes to reduce expenses.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to the company.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Tracked production and quality control systems to proactively identify deficiencies.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Secured discounts from third-party logistics service providers to deliver substantial cost savings.
- Designed programs, policies, and procedures that were implemented to reduce or eliminate workplace injuries and hazards.
- Conducted safety audits and investigated plant quality issues.
- Gathered information, prepared reports, and drafted correspondence related to cases.
- Developed new training programs to address performance and knowledge issues.
- Inspected worksites, practices, and gear for compliance with established safety standards.
- Inspected facilities for adherence to fire, hazard, and safety guidelines.
- Recommended changes to the company culture to improve safety and meet changing demands.
- Recognized, documented, and advised on the removal of hazards.
- Conducted investigations into incidents and reported on findings.
- Coached employees, managers, and executives on effective safety policies.
- Investigated accidents and hazardous incidents to determine the cause and made recommendations for corrective action.
- Wrote safety program plans to manage hazards, reduce incidents, and save the company money through less time lost and lower insurance payouts.
- Responded to any emergencies as instructed and with utmost efficiency.
- Investigated accidents and incidents to determine root causes and developed corrective actions to address underlying issues.
- Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
- Assessed the value of safety programs to apply modifications and improvements and achieve targeted goals.
- Collaborated with other departments to integrate safety in all aspects of the organization.
- Developed and implemented safety policies and procedures to establish clear guidelines for safe work practices and comply with regulations.
- Coordinated emergency response plans and drills to increase preparedness and address issues promptly.
- Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
- Reviewed and analyzed safety data and statistics to identify trends and areas requiring improvement.
- Communicated safety performance and progress to management and employees to provide up-to-date information.
- Liaised with management and employees to enable smooth communication regarding safety procedures.
- Provided guidance and resources to employees to maintain safety procedures and enhance protection.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Conducted economic and demographic research and analysis to produce critical reports.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Analyzed sales to manage the life cycle of the product, inventory models, and selling rates.
- Created sales forecasts to target daily, monthly, and yearly objectives.
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce a positive return on investment.
- Analyzed key competitors to respond to competitive threats.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Developed a thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Positioned global capabilities to expand market share.
- Built and maintained strong client relationships to drive business growth.
- Developed and delivered presentations to key customers to position products and services.
- Recorded accurate and efficient records in customer database.
- Set and achieved company-defined sales goals.
- Achieved or exceeded company-defined sales quotas.
- Maintained current knowledge of evolving changes in the marketplace.
- Presented a professional image consistent with the company's brand values.
- Developed and maintained strong working relationships with professionals within the assigned territory.
- Consulted with businesses to supply accurate product and service information.
- Attended monthly sales meetings and quarterly sales trainings.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Contributed to event marketing, sales, and brand promotion.
- Contributed to team objectives in a fast-paced environment.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Built relationships with customers and the community to promote long-term business growth.
- Met existing customers to review current services and expand sales opportunities.
- Negotiated prices, terms of sales, and service agreements.
- Stayed current on company offerings and industry trends.
- Identified new business opportunities through cold calling, networking, marketing, and prospective database leads.
- Met with customers to discuss and ascertain needs, tailor solutions, and close deals.
- Performed effectively in a self-directed work environment, managing day-to-day operations and decisions.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed, maintained, and utilized a diverse client base.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
- Prepared detailed scientific reports or presentations based on findings.
- Assisted with the development of health and safety plans for hazardous materials.
- Investigated accidents and analyzed root causes to develop corrective action plans.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Developed strong communication and organizational skills through working on group projects.
- Gained strong leadership skills by managing projects from start to finish.
- Organized and detail-oriented with a strong work ethic.
- Resolved problems, improved operations, and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Strengthened communication skills through regular interactions with others.
Accounts & Despatch Administrator
Freightmax – Imperial Holdings
05.2001 - 03.2002
- Reviewed order data for accurate transactions and shipping dates.
- Organized warehouse space and optimized layouts for maximum storage efficiency.
- Collaborated with shipping department staff for seamless materials returns to vendors.
- Created policies based on performance data analysis to reduce costs and enhance efficiency.
- Managed high-volume paperwork and resolved invoicing and shipping problems in collaboration with administrators.
- Documented shipment receiving information in WMS.
- Coordinated driver dispatch for daily delivery requirements.
- Collaborated with other supervisors to maintain smooth inter-departmental communication and operations.
- Assisted auditors of vendor invoices and month-end finance accruals.
- Verified transactions, product orders, and shipping dates, entering information into databases and reports.
- Processed orders by due dates to enable on-time delivery to customers.
- Planned and supervised shipments from production to end-users, scheduling daily and weekly routes.
- Directed shipping and receiving of a wide range of products daily.
- Kept corporate departments and customers updated on critical shipments.
- Improved inventory accuracy by developing and implementing enhanced control systems.
- Led third-party vendors in achieving delivery time and cost targets.
- Negotiated transportation and logistics contracts to reduce shipping costs.
- Monitored logistics performance and identified improvement opportunities.
- Managed logistics budgets and forecasting for cost-effective operations.
- Resolved shipping discrepancies by coordinating customer and courier communications.
- Entered and maintained departmental records in the company database.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Studied processes, implemented cost reductions, and developed reporting procedures to maintain administrative workflow.
- Networked with industry professionals to exchange best practice knowledge and stay abreast of the latest developments.
- Targeted new customers to grow geographic reach and increase revenue.
- Generated reports for corrective actions and process improvements.
- Evaluated operational practices and identified improvement opportunities for system and procedure revisions.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Maintained database systems to track and analyze operational data.
- Developed effective improvement plans aligned with goals and specifications.
- Gathered, organized, and input information into the digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Frequently inspected the production area to verify proper equipment operation.
- Observed packing operations to ensure conformance to specifications.
Receptionist & Distribution Administrator
Freightmax – Imperial Holdings
03.1999 - 05.2001
- Consulted with customers and managed ISO 9001 operational procedures.
- Answered incoming calls, directed clients to individuals addressing specific needs.
- Took delivery of packages and documents, applying appropriate internal policies for chain of possession.
- Greeted incoming visitors and customers professionally, providing friendly assistance.
- Maintained a clean and neat reception area for a positive first impression.
- Handled complaints, questions, and re-directed calls to other team members.
- Provided customer support, addressed queries, handled daily reports, and engaged in problem-solving.
- Implemented loss control for delivery notes.
- Monitored and coordinated the assigned vehicle fleet and driver activities.
- Investigated non-conformances/customer complaints and coordinated corrective/preventative actions.
- Identified staff training needs.
- Planned and scheduled vehicle maintenance, inspections, and distribution.
- Acted as the first point of contact, setting appointments for prospective clients.
- Developed internal requirements and standards to minimize regulatory risks and liability.
- Offered customer care, mentored students in NQF1 GETC learnership, and assisted in general office duties.
- Oversaw office equipment maintenance for continuous and uninterrupted operations.
- Corresponded with clients through email, telephone, or postal mail.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered the central telephone system and directed calls accordingly.
- Maintained confidentiality of information regarding clients and company.
- Handled cash transactions and maintained sales and payments records accurately.
- Assisted office staff in preparing reports and presentations.
- Welcomed customers with a friendly greeting, answered general questions, gathered nature of visit, and directed to specific offices.
- Collected and distributed messages to team members and managers for open communication.
- Handled assignments independently with good judgment and critical thinking skills.
- Scheduled office meetings and client appointments for staff teams.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Organized, maintained, and updated information in computer databases.
- Interacted with vendors, contractors, and professional services personnel for orders and instructions.
- Compiled information from files and research to satisfy information requests.
- Anticipated and resolved transportation issues, working with carriers, shipping handlers, and distribution and logistics groups.
- Maintained a file of pictures and load sheets for containers and truckloads.
- Organized financial reporting, scheduling, and inventory systems to enhance productivity.
- Developed and managed the operating budget, meeting department goals.
- Documented safety action plans, quality initiatives, and team performance in the computer system.
- Identified and solved complex strategy obstacles to promote growth and guide business direction.
Education
Bachelor of Commerce With Specialisation in Law - Business Law
UNISA
South Africa 04.2001 -
Diploma - Advanced TEFL Diploma Level 5
'i-to-i TEFL
04.2001 -
Customer Service Management Training
Amazon Development
South Africa 04.2001 -
Diploma - Coaching & Mentoring Psychology
Networx
04.2001 -
Diploma - SAMTRAC
NOSA
South Africa 04.2001 -
Vendor, Property Preservation & Sales Negotiation
First Allegiance
Real Estate & Sales Training
Chas Academy
Insurance, Sales & Risk Management
Growth In Motion
Diploma - Accounting And Business Management
L.C Johnson Technical College
04.2001 -
Diploma - Accounting Technology & Bookkeeping
Durban University Of Technology
04.2001 -
Diploma - Business And Managerial Economics
Durban South Career Centre
04.2001 -
Diploma - Coaching And Mentoring
MT Personnel Consultants CC
04.2001 -
Diploma - Risk Analysis & Investigation
IRCA Global
04.2001 -
Diploma - Implementation & Evaluation of ISO Quality Systems
South African Bureau Of Standards
04.2001 -
Diploma - Computer And Telephonic Skills
Working World
04.2001 -
ISO Registered Internal & Supplier Auditor
Wynleigh International TA Risk ZA
ISO 14001 Environmental Standards
Wynleigh International TA Risk ZA
04.2001 -
Diploma - Stores Management
Centre For Logistics Excellence
04.2001 -
Employment Equity Representative
Bruniquel & Associates
Peace And Conflict Resolution Studies
Bruniquel & Associates
ISO 31000 Risk Management
Wynleigh International TA. Risk ZA
Legal Administrative Assistance
SRA Reddy & Associates
Fire Prevention And Safety Technology
SRA Reddy & Associates
Quality Control And Safety Technologies
SRA Reddy & Associates
Diploma - H6 – Safety, Health And Environmental Coordinator
Action Training Academy
04.2001 -
Certificate - Health And Safety Representative
Ikaheng Human Resource Services
04.2001 -
First Aid Training
Wendy Syers Training
Environmental Spill Training
Enviroserve
Convey Dangerous Goods By Road
Unitrans In-House
Safe Handling & Storage of Hazardous Chemicals
Sasol In-House Training
FMS5.2 – Fleet Tracking Systems
Orchid Telematics
Driver And Safety Teacher Education
Southwick-Anderson Analysis CC
National Train The Trainer
SASM
Microsoft Office Packages
New Horizons
Skills
Organization
Appointment Scheduling
CRM Software
Regulatory Compliance
Customer Service
Account Management
Direct Sales
Quality Control
Order Processing
De-Escalation Techniques
Training Development Aptitude
Report Creation
Issue and Complaint Resolution
Professional Telephone Demeanor
Problem Resolution
Brand Representation
Work Prioritization
Administrative and Office Support
Relationship Building
Teamwork and Collaboration
Customer Relations
Document and Records Management
Data Management
Salesforce CRM
Sales Quota Achievement
Employee Coaching
Calm and Professional Under Pressure
Computer Skills
Sales Closing
Staff Education and Training
Service Standard Compliance
Customer Account Management
Policies and Procedures Adherence
Data Entry
LiveChat Messaging
Strategic Sales Knowledge
Quality Assurance Controls
Contract Development
Remote Office Availability
System Implementation
Customer Data Confidentiality
Data-Driven Decision-Making
Campaign Development
Trend Analysis
CRM Proficiency
New Business Development
Marketing Strategy Development
Aftermarket Sales
Operations Management
New Hire Onboarding
Brand Development
Customer Portfolio Management
Market Trend Analysis
Strategic Planning
Bid Request Management
Customer Trend Analysis
Brand Marketing
Lead Identification and Generation
Software Feature Demonstrations
Performance Evaluations
Networking Events
Consultative Selling Techniques
Closing Techniques
Social Media Savvy
Decision-Making
Rapport and Relationship Building
Pre-Sales Support
Digital Sales
Document Management
Change Management
B to B Sales
Inventory Management
Advertising Campaigns
Business Development and Planning
National Account Management
Customer Order Management
Google Adwords
Promotional Sales Events
Time Management
Analytical Problem Solver
Goal Setting and Achievement
Accomplishments
- Won SHEQ Manager of the year presented by a key Customer.
- Part of the Chemical Allied Industry Association (CAIA) Work Group, reviewing South African Government Amendment Bills.
- Attained RTMS certification for four Unitrans Supply Chain depots.
- Instrumental in implementing the first fuel PBS (Abnormal) tanker on South African roads.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned 100% for customer satisfaction within the team.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Successfully launched Providential Networking under Providential Financial Services and led a team of over 100 Networkers.
- Was a small business owner of an e-commerce street-wear brand using Shopify and created my own designs, ran and managed my own ads and campaigns via Google, Facebook and Instagram.
Dependants
Two
Telephone Details
+27607483950 (Mobile)
Personal Information
- Available: Immediate
- ID Number: 771206 0159 08 7
- Passport Number: A01439149
- Criminal Offences: None
- Health Status: Excellent
- Date of Birth: 12/06/77
- Nationality: South African
- Driving License: Code 08
- Marital Status: Divorced
Software
Interests
Technological Advancements in Industries
Behaviour Based Psychology
Entrepreneurship and Business Management
Personal Development
Network Marketing and Lead Generation Techniques
Learning New Languages
Spending Time With My Family, Painting, Reading, Personal and Interpersonal Development, Music
When I am not working I enjoy spending time with my family which includes my pets, this is the most important time to me.
I am a self-taught artist and enjoy creating paintworks that define my creative mood at that present time. After all, you cannot spell heart, without art.
The books I read include personal growth, educational, business and science fiction.
My music taste is not set on one genre which makes it more interesting to find new talents that bring life to life through their music works.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Do It Right The First Time
B. Thompson
Timeline
Property & Client Service Administrator
First Allegiance
05.2023 - 09.2023
Seasonal Virtual Customer Service Associate
Amazon Development
10.2022 - 01.2024
Real Estate Agent
Chas Everitt International Property Group
08.2021 - 09.2022
Insurance and Wealth Management Agent
Providential Financial Services
03.2020 - 08.2021
SHEQ Manager – Mining and Infrastructure Division
Unitrans Supply Chain Solutions Pty Ltd
04.2016 - 03.2020
Assistant SHEQ Manageress - Petrochemical Division
Unitrans Supply Chain Solutions Pty Ltd
04.2011 - 04.2016
SHEQ Administrator
Unitrans Warehousing and Distribution (BP, Dulux, Total SA)
03.2008 - 04.2011
Key Account Manager & Quality And HSE Coordinator
Freightmax – Imperial Holdings
03.2002 - 04.2008
Accounts & Despatch Administrator
Freightmax – Imperial Holdings
05.2001 - 03.2002
Bachelor of Commerce With Specialisation in Law - Business Law
UNISA
04.2001 -
Diploma - Advanced TEFL Diploma Level 5
'i-to-i TEFL
04.2001 -
Customer Service Management Training
Amazon Development
04.2001 -
Diploma - Coaching & Mentoring Psychology
Networx
04.2001 -
Diploma - SAMTRAC
NOSA
04.2001 -
Diploma - Accounting And Business Management
L.C Johnson Technical College
04.2001 -
Diploma - Accounting Technology & Bookkeeping
Durban University Of Technology
04.2001 -
Diploma - Business And Managerial Economics
Durban South Career Centre
04.2001 -
Diploma - Coaching And Mentoring
MT Personnel Consultants CC
04.2001 -
Diploma - Risk Analysis & Investigation
IRCA Global
04.2001 -
Diploma - Implementation & Evaluation of ISO Quality Systems
South African Bureau Of Standards
04.2001 -
Diploma - Computer And Telephonic Skills
Working World
04.2001 -
ISO 14001 Environmental Standards
Wynleigh International TA Risk ZA
04.2001 -
Diploma - Stores Management
Centre For Logistics Excellence
04.2001 -
Diploma - H6 – Safety, Health And Environmental Coordinator
Action Training Academy
04.2001 -
Certificate - Health And Safety Representative
Ikaheng Human Resource Services
04.2001 -
Receptionist & Distribution Administrator
Freightmax – Imperial Holdings
03.1999 - 05.2001
Vendor, Property Preservation & Sales Negotiation
First Allegiance
Real Estate & Sales Training
Chas Academy
Insurance, Sales & Risk Management
Growth In Motion
ISO Registered Internal & Supplier Auditor
Wynleigh International TA Risk ZA
Employment Equity Representative
Bruniquel & Associates
Peace And Conflict Resolution Studies
Bruniquel & Associates
ISO 31000 Risk Management
Wynleigh International TA. Risk ZA
Legal Administrative Assistance
SRA Reddy & Associates
Fire Prevention And Safety Technology
SRA Reddy & Associates
Quality Control And Safety Technologies
SRA Reddy & Associates
First Aid Training
Wendy Syers Training
Environmental Spill Training
Enviroserve
Convey Dangerous Goods By Road
Unitrans In-House
Safe Handling & Storage of Hazardous Chemicals
Sasol In-House Training
FMS5.2 – Fleet Tracking Systems
Orchid Telematics
Driver And Safety Teacher Education
Southwick-Anderson Analysis CC
National Train The Trainer
SASM
Microsoft Office Packages
New Horizons