Busisiwe Bianca Kumalo

Assisted in management of order to cash process.

Supported problem solving for variables identified in depots and operations.

Aided in driving new projects to enhance customer experience.

Contributed to formulation and implementation of back-office excellence strategy.

Helped develop and implement customer service KPIs and quarterly OKRs.

• Conducted customer credit reviews biannually with finance team to manage DSO.
• Established governance structure for management of customer services.
• Monitored customer complaints and managed contracts register.
• Facilitated resolution of customer complaints and queries.
• Maintained relationships between internal and external customers.
• Supported contract management and master data management activities.
• Coached staff to enhance performance and development.
• Assisted in developing digital solutions.

Supported business strategies through effective financial analysis and guidance.

Facilitated a culture of continuous improvement using diverse problem-solving methods.

• Assisted in managing customer service department complaints and escalations within loan operations.

Achieved operational efficiency through streamlined collaboration among supply chain partners.
Enhanced client satisfaction by managing controllers to ensure prompt communication and response.
Secured compliance with contractual obligations by overseeing sub-contractor bookings.
Identified growth opportunities through comprehensive trend analysis within the business.
Delivered the annual business plan for product production and distribution successfully.
Optimised transport department profitability by managing revenue and costs effectively, resulting in accurate monthly profit and loss reporting.
Executed payroll efficiently using PeopleWare.
Resolved customer complaints, improving service quality.
Built a strong client network, enhancing business relationships.
Achieved effective financial management, contributing to organisational success.
Fostered a motivated team culture aligned with company values.

Achieved optimal service levels through effective monitoring of real-time adherence.
Influenced service levels by making informed real-time decisions.
Enhanced divisional operations by accurately tracking completed activities.
Improved performance insights by checking system info web daily for statistics.
Contributed to strategic discussions in daily manager meetings.
Ensured dissemination of important communications to team leaders.
Supported team leaders and advisors through consistent availability.
Delivered comprehensive weekly reviews to senior management, enhancing oversight.
Produced detailed monthly reviews and scorecards to inform senior management.
Facilitated productive monthly review discussions with team leaders.
Elevated team performance through targeted coaching sessions with team leaders.
Ensured payroll accuracy for the division, maintaining financial integrity.
Generated informative divisional newsletters to enhance communication.
Executed audits per team leader directives, ensuring compliance.
Conducted observations of team leaders to improve coaching effectiveness.

• Formulated effective plans addressing potential areas of concern in operations.
• Conducted regular evaluations, leading to significant improvements in service delivery speed and efficiency.
• Implemented new policies for improved customer experience.
• Managed customer complaints for better relations and retention.
• Fostered a supportive environment, boosting team performance.
• Enhanced team morale with regular training and development sessions.
• Facilitated inter-departmental collaboration for cohesive problem-solving efforts.

• Increased client satisfaction by promptly responding to inquiries and resolving issues.
• Developed strategic plans to mitigate potential credit risks.
• Managed a team of credit analysts, improving overall department performance.
• Evaluated complex financial data making sound business decisions based on findings.
• Conducted comprehensive credit risk assessments for improved lending decisions.