Darryn Lindsay Petersen
Client Liaison Officer
Summary
Extremely knowledgeable in client relations, sales support, administration, customer service relations and operations relations.
Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Well-qualified Customer Liaison officer proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-orientated mentality and dedication to customer satisfaction, business goals and sales excellence. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using initiative.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Customer Liaison Officer
Itec SA
05.2023 - Current
- Work on existing and potential new customer to uncover business opportunities.
- Identify any service or accounts related issues.
- Manage any service or accounts related issues from start to resolution.
- Liaise directly with various departments to achieve resolution on any matters
- Maintain records of all meetings on CRM system.
- Performed accurate monthly service reporting to customers.
- Maintain and manage customer fleet. All unit details to be updated as and when required, this includes units being removed and or added/swapped.
- Develop relationships with existing clients by building rapport with them over the phone, email and video call.
- Maintain relationships with existing by providing them with information about new products and/or service offered.
- Work closely with sales team on existing customer base.
- Develop and maintain relationship with existing clients to generate repeat business.
- Obtaining copies of contracts and invoices to review customers current expenditure on products the company can offer.
Lexmark Service Co-Ordinator
Itec SA
09.2022 - 05.2023
- Working closely with Admin Co-Ordinator, ensuring adherence to the Lexmark KPI
- Call Logging - Log call with required response times and level of competencies.
- Planning - Continuous planning and monitoring of engineers schedule ,considering, efficiency, productivity, and any unforeseen circumstances.
- SLA - Emailed calls to the engineers, controllers and dealers timeously to ensure call is completed within SLA
- Communication - Resolved customer queries and complaints timeously and in professional manner.
- Dealer Purchase orders - ensure PO with the agreed flat rate is sent to dealers.
- Contracts - Ensuring the service items are loaded on CRM and BC for engineers to attend to the call.
- Debriefing - Send completed Debrief/Manual Jobcard to Admin coordinator to upload on Lexmark portal.
- Update Monthly spares report
- Ad-hoc duties
Service Controller
ITEC SA - Paulshof
02.2016 - 09.2022
- Efficient and optimal route planning of service engineers to ensure maintenance calls are attended to within agreed service levels and response times with the aim to continuously reduce travel costs
- Continuous improvement of service engineers route planning, processes and tools
- Integrates learning from customers, competitors, similar operating entities
- Integrates learning from customers, competitors, similar operating entities, customer service, other industries and professional training to continuously improve competitive position industries and professional training to continuously improve competitive position
- Duties
- Perform load scheduling/planning for engineers based on area, efficiency and best possible outcome to service customer within SLA
- Continuous review of the planned vs Actual routing to balance service engineer workloads and ensure productive use of resources
- Analysis of productivity reports to consistently drive down service costs
- Liaise between in-house sales reps, service agents, customers, warehouses and engineers in order to ensure calls are resolved within SLA
- Identify sensitive clients and interact special customer requirements with service agents in order to improve service delivery
- Perform ongoing evaluation and review of Systems, Service Delivery and Planning Tools.
Customer Services Supervisor
TNT Worldwide Express, Elandsfontein
02.2015 - 07.2015
- Reason for Leaving : Personal Duties
- Facilitating team meetings and other two-way forums
- Conduct employee counselling and disciplinary actions if required
- Communicating and monitoring clear individual performance objectives and service standards
- Communicating and monitoring rewards and recognition schemes
- Identifying ongoing issues and recommended solutions to Care Centre Management
- Maintain an awareness of customer service needs and potential service issues through regular telephone contact, escalating issues and surveys
- Create and maintain strong customer relationships, understanding the customers' business needs and expectations
- Prepare weekly debriefs and debrief representatives
- Prepare monthly commissions slips
- Analyze daily/weekly/monthly/quarter performance data and reports against current standards of quality, service and productivity
- Providing regular information and reports to Care Centre Management
- Planning and delivering of regular coaching sessions with each employee , including transaction monitoring and documentation follow up
- Promoting the corporate values through active participation in the corporate initiatives
- Ensure coaching and feedback is focused on the key accountabilities of customer satisfaction and business Results and in line with individual job profiles
- Conduct mid-year reviews annual performance appraisals along with weekly debriefing
- Providing immediate feedback to employees in order to act upon learning opportunities following escalated calls, transaction monitoring or other incidents
- Ensuring a strong focus on Customer Service competencies development and quality in order to delight customers and exceed their expectations.
Special Services Coordinator
TNT Worldwide Express, Elandsfontein
04.2013 - 01.2015
- To Implement the agreed strategy for the profitable development of Special Services business within TNT, maximising Special Service revenue, margin, service quality and customer satisfaction
- Duties
- To maximize revenue opportunities and to manage internal and external customer relationships in order achieve strategic goals
- Pro-actively provide customers with accurate updates, product and pricing information based on their needs
- Daily tasks include data capturing, data analysis reporting, coordinating collections and deliveries, quotes, export clearances with customs, as well as preparing bookings and lodgment arrangements with various airlines
- Completing all administrative tasks and updating records, which include compiling of incident, billing and outstanding shipment reports
- Working closely with the Operations department to ensure all urgent shipments are moved, lodged and delivered in a timely manner
- Coordinating and planning routes with drivers ensuring all planned routes are covered thus minimsing potential delivery delays or failures
- Ensuing constant feedback and communication to all Customers, Care Centre staff, Sales, Operations and Management regarding deliveries and failures.
Clinical Express Coordinator
TNT Worldwide Express
07.2012 - 04.2013
- Providing support, help and advice to customers who use our companies products or services
- Also responsible for arranging daily clinical collections for blood and dry ice shipments from different sites and doctors
- The monitoring of failed shipments and advising clients accordingly
- CAREER STATEMENT “I feel that my Duties greatest strengths is
- The setting up on Standard Operating procedures, for my ability to develop logistic movement for specific studies for various
- And maintain a close laboratories
- Working relationship with
- The control of stock of various Packaging
- My customers and colleagues
- Ensuring that a customer problem is brought to a
- This allows me to gain an in-depth satisfactory conclusion understanding of their
- Proving advanced detail on the transportation of individual needs and biological substances requirements
- I can then
- Completing all administrative tasks and updating
- Deliver a professional r response to them”
Major Accounts Agent
Darryn Petersen
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TNT Worldwide Express
09.2010 - 07.2012
Customer Service Agent
TNT Worldwide Express
09.2009 - 09.2010
- Working as part of a team in a busy and dynamic Call Centre
- Responsible for responding effectively to the diverse needs of each customer.
Education
Bcom - Accounting Management
Unisa
01.2009 - 01.2011
HG - Matric
Reiger Park Secondary
01.2001 - 12.2005
Skills
Extensive knowledge of call logging softwareExperience of Microsoft software like word, Excel
PowerPoint
Reports for managersCompany products and servicesExcellent communicatorAccomplishments
- Client relations An experienced customer services executive with many years of invaluable experience working with customer
- Sales support support departments of leading SA companies
- Highly focused with a comprehensive knowledge of how to
- Administration maintain a professional, helpful and courteous relationships with allocated customers
- Customer service relations Having an enthusiastic and positive attitude and working hard to ensure that customers receive an
- Operations relations excellent level of service whilst at the same time ensuring the highest level of sales for the company
- Administration
Timeline
Customer Liaison Officer
Itec SA
05.2023 - Current
Lexmark Service Co-Ordinator
Itec SA
09.2022 - 05.2023
Service Controller
ITEC SA - Paulshof
02.2016 - 09.2022
Customer Services Supervisor
TNT Worldwide Express, Elandsfontein
02.2015 - 07.2015
Special Services Coordinator
TNT Worldwide Express, Elandsfontein
04.2013 - 01.2015
Clinical Express Coordinator
TNT Worldwide Express
07.2012 - 04.2013
Major Accounts Agent
Darryn Petersen
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TNT Worldwide Express
09.2010 - 07.2012
Customer Service Agent
TNT Worldwide Express
09.2009 - 09.2010
Bcom - Accounting Management
Unisa
01.2009 - 01.2011
HG - Matric
Reiger Park Secondary
01.2001 - 12.2005