Summary
Overview
Work History
Education
Skills
Timeline
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Cherise Fella

Cherise Fella

Operations Support Admin Supervisor
Glen Marais, Kempton Park

Summary

With 16 years of professional experience, I am a methodical and detail-oriented Operations Support Admin Supervisor renowned for my creative problem-solving skills and expertise in coaching and training CRM/ECC users. My diverse management capabilities and ability to support, develop, and motivate teams have consistently driven continuous improvements. I am an effective communicator, confident in my leadership skills, and prepared to thrive in any leadership role. My robust background in Customer Service Operations and recent experience as an Ops Admin Supervisor empower me to successfully lead teams, enhancing daily interactions with both internal and external customers. I am goal-oriented, consistently meeting KPIs, implementing innovative operational practices, and developing forward-thinking strategies to adapt to ever-evolving industry demands. My success is anchored in effective, rapid communication and the ability to swiftly adapt to new challenges. Additionally, I have an excellent track record of utilizing practical systems and tools to boost company cost efficiency, while fostering cross-departmental collaboration. I stand by the motto, “make it your business to know the business,” exemplifying my commitment to focus, cooperation, and collaboration.

Overview

18
18
years of professional experience

Work History

Operations Support Admin Supervisor

Barloworld Equipment
Johannesburg
3 2020 - Current
  • I'm currently the Operations Support Admin Supervisor at our Isando branch, with six direct reports and four indirect line reports based in our regional depots
  • Drive my team to meet daily KPI's, including but not limited to, WIP out, daily labour booking and meeting daily and month end targets. I also focus intently on identifying, investigating and analyzing business processes, procedures and work practices, which I manage through monthly audits
  • Strategically plan shift schedules, processed holiday requests and granted leaves to optimize labour costs and productivity.
  • Track employee productivity, performance and task completion to meet quality standards, via balanced score cards
  • Mentor staff to review and reconcile daily transactions to apply best management practices.
  • Update reports, manage accounts, and generate reports for company database.
  • Improved communication between departments with the implementation of efficient information-sharing tools and strategies.
  • Collaborate closely with other department managers to identify areas where administrative support could be improved or streamlined.
  • Implemented a comprehensive records management system, maintaining accurate documentation while ensuring compliance with regulatory requirements.
  • Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
  • Ensure timely completion of projects by creating detailed timelines and assigning tasks to appropriate team members based on skill sets and availability.
  • Enhanced employee morale through recognition programs, fostering a positive work environment that encouraged collaboration and teamwork.
  • Facilitate weekly staff meetings to discuss ongoing projects, address concerns, and share updates from various departments within the organization.
  • Provide support during periods of high workload by stepping in to assist with various administrative tasks as needed.
  • Oversee budget management by tracking expenses, identifying cost-saving opportunities, and providing financial reports to senior leadership.
  • Resolved conflicts between team members by addressing concerns and facilitating open communication channels.
  • Delegate tasks to administrative support staff to organize and improve office efficiency.
  • Improved office operations by digitalizing client correspondence, record tracking and data communications.
  • Built a highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Streamlined processes via audits, enhancing efficiency by 20%.
  • Updated reports, managed accounts, and generated reports for company database.

Group Superuser L3

Barloworld Equipment
Johannesburg
03.2017 - 02.2020
  • As a Group Superuser (L3) in Isando CoE, I was resolving any SAP ECC/CRM issues that arose from the regions from SA & RoA (Rest of Africa), via calls
  • My scope of work also included org data maintenance and loading/maintaining sell & breakeven rates and fixing jobs in the GUI
  • I worked closely with the appointed SAP consultants, and deployed functional solutions, and implemented system test plans and created various new solutions with them, which ensured acceptable quality and integrity of the system
  • My main specialty was MM, SD Parts and CS modules
  • I also oversaw all end users at the CSA & MARC sites
  • During my time in Middelburg I was extensively involved in BBS, and I am bronze certified
  • I have been involved with numerous RIE's, and championed a project.

Superuser L2

Barloworld Equipment
Johannesburg
11.2009 - 03.2017
  • As a Superuser L2, my roles included transfers & reversals, troubleshooting jobs, assisting with WIP control and ensuring that jobs are billed correctly
  • Implemented and created training documentation and conducted formal quarterly training sessions
  • Trained and mentored employees to maximize team performance.
  • Built and maintained courteous and effective working relationships.
  • Managed complaints with calm, clear communication and problem-solving.

Customer Service Administrator

Barloworld Equipment
Johannesburg
10.2008 - 11.2009
  • As an L1 Service Administrator I was responsible for capturing labour daily, WIP control, costing & billing the jobs accurately, keeping track of allocated costs per job and supplying purchase orders to suppliers
  • Mentored junior team members on methods on industry best practices for outstanding service and retention.
  • Coached staff on operating procedures to maintain quality services.
  • Managed department expenses to stay within allocated budget.
  • Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
  • Managed all client inquires through resolution to enhance customer satisfaction ratings.
  • Communicated regularly with team members to maintain clearly defined expectations.

SAP ECC Training Administrator

Barloworld Equipment
Johannesburg
01.2007 - 03.2008
  • As the SAP ECC training administrator I was responsible for creating training material for all modules, including FICO, MM, SD Parts, CS, QM & HRM
  • I had to ensure accuracy and that training material was uploaded to Moodle by the given deadlines as we were preparing for different go-live dates for territories
  • This gave me a lot of exposure to all aspects of SAP and business which I believe gave me the added advantage later in the year when I was employed as an L1 Service Administrator in business
  • Was also tasked with resolving issues relating to our old call logging system HEAT, and had to report to divisional Manager on a weekly basis with regards to training progress via Gantt charts
  • Developed long-term training strategies for new and existing employees across multiple departments.
  • Provided additional materials to enhance training.
  • Documented participant attendance, engagement and progress.
  • Delivered training programs within allocated timeframes.
  • Wrote thorough training manuals to reflect business needs.
  • Monitored industry changes and adapted training to reflect trends and updates.

Education

Ekhurhuleni Springs College

Brandwag Hoërskool

Skills

Processes and procedures

Workforce training and development

Team player

Customer service

Audit management

Efficient workflow

Organizational leadership

Timeline

Group Superuser L3

Barloworld Equipment
03.2017 - 02.2020

Superuser L2

Barloworld Equipment
11.2009 - 03.2017

Customer Service Administrator

Barloworld Equipment
10.2008 - 11.2009

SAP ECC Training Administrator

Barloworld Equipment
01.2007 - 03.2008

Operations Support Admin Supervisor

Barloworld Equipment
3 2020 - Current

Ekhurhuleni Springs College

Brandwag Hoërskool

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Cherise FellaOperations Support Admin Supervisor