GSAP
Denzil Roman
Customer Services Team Lead
4 Taupo Close, Lakeview, Retreat, Cape Town
Summary
Experienced with leading customer service teams to achieve high performance and customer satisfaction. Utilizes conflict resolution and problem-solving skills to address customer issues effectively. Track record of mentoring and developing team members to excel in their roles, ensuring collaborative and efficient work environment. A diligent leader skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Adaptable professional with 14 years of experience in customer service and customer relations.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Specialist / Team leader
Johnson & Johnson
07.2022 - 11.2023
- Delivery of excellent customer services internally and externally to ensure that we exceed customer expectations
- Collaborate closely with the Customer Development team to drive excellent service levels, successful product launches and build Customer trust in J&J
- Be the driver of innovation and new ways of work within Customer Services
- Liaise with 3PL to ensure on time delivery of Customer orders with minimal damages and defects during MBR meetings
- Analyzing and resolving escalated customer complaints and queries in a professional manner within the timelines agreed
- General administration, compliance, and office safety
- Manage workflow and workload in the department
- Manage exceptions to the Business Rules in a compliant manner and with due consultation with management
- Pricing & deal management through escalations with KAMs' for corrective actions on customer pricing alignments
- Stock controlling and management with supply chain teams to improve infill rates and next stock availability dates
- Actively lead engagement and collaboration with Key Account Customers order infill reports (Cuts, infill levels and back in stock dates)
- Master data corrective actions to improve infill / product supply
- Email management to handle requests / escalations from all departments internally, external customers and 3rd party transportation (truck offloading delays, arrival delays, labour & sorters requirements, etc.)
- E2E and open order management (Order receipt to customer delivery process with successful execution)
- Customer services daily huddles to align on tasks and deadlines
- Customer collaborations as Customer Services Team Lead, F2F or virtual connects on improvement initiatives (discussions weekly / monthly & quarterly)
- Daily sales tracking on monthly targets reporting to sales teams
- Bi-weekly operational calls to align on target progress made and assistance requirements from KAMs' and sales community to achieve monthly business targets set
- Month-end closures and finalizing the Sales value closed per month to the business teams
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed timely and effective replacement of damaged or missing products.
- Reduced process inconsistencies and effectively managed the gaps with supply chain team for accuracy in their reporting
Customer Operations Coach & Trainer
Shell South Africa Downstream
01.2018 - 02.2020
- New joiner training planned / arranged and documented results
- System usage and detailed capturing
- Follow up, side by side trainings and gap closures
- Daily huddles to start the day with roles / responsibilities and to do lists to meet DTC (date and time commitments)
- Training of new or refreshed processes to Sales teams / Master data / Pricing and all other teams requiring support
- E2E collaboration on process / procedure alignment with continuous improvement mindset applied
- SOP (Standard Operating Process and VSOP (Video Standard Operating Process) library maintenance and documentation
- Reduced operational costs by identifying areas for improvement and implementing cost-saving measures.
- Increased employee retention rates through targeted training programs tailored to individual needs.
- Actively sought feedback from stakeholders, making adjustments as necessary to strengthen operational effectiveness.
- Streamlined operations by implementing efficient processes and procedures in the workplace.
- Implemented quality assurance measures to ensure consistent product delivery and high customer satisfaction levels.
- Coordinated cross-functional teams to achieve project objectives, maintaining clear lines of communication throughout the process.
- Provided leadership and guidance to employees, facilitating professional growth opportunities within the organization.
- Collaborated closely with other department heads to align goals, improve interdepartmental cooperation, and create a cohesive organizational structure.
- Boosted team productivity with effective communication strategies and regular progress meetings.
- Enhanced employee performance through comprehensive coaching and development programs.
- Incorporated innovative technologies into daily operations, optimizing workflows and increasing productivity levels.
- Championed change management initiatives within the organization by fostering an environment that embraced innovation and adaptability.
- Cultivated strong relationships with clients, vendors, and partners to establish trust and enhance business opportunities.
- Fostered a positive work environment by promoting collaboration and open communication among team members.
- Provided coaching and mentoring to employees.
eCommerce Specialist
Shell Global _ Canadian Operations
01.2013 - 12.2017
- Managing EDI platform for ALL EDI customers
- Corrective actions, fault finding, problem solving, liaising with the technical team and customers to ensure accurate transmission of data flow
- Bi-annual EDI tester / Superuser in lubricants department & eCommerce platform (Shell Self-serve Web portal)
- Credit card focal point
- OCR platform (Optical Character Recognition) mapping and customer implementations
- Customer portal management (Ariba) Credit processing, PO corrections and E2E Customer management meetings for alignments
- Business focal point for SAP updates, implementation and Shell Self-serve portal to the Canadian Operations
- Analyzed master data using EDI platform and table setup, identifying areas for improvement and implementing necessary changes.
- Managed inventory levels for accurate stock-keeping, reducing backorders and maintaining customer satisfaction.
- Collaborated with customer service team to address e-commerce inquiries and fixes to provide timely resolutions and ensuring customer satisfaction.
- Identified and resolved technical issues affecting EDI systems and third-party applications through proper mapping setup to ensure efficient and seamless processing of orders to delivery are achieved
- Enhanced EDI processes by implementing new mapping techniques and improving data translation.
- Managed complex data migration projects, ensuring successful completion within specified timelines.
- Coordinated testing efforts during system upgrades or implementations to ensure minimal impact on day-to-day operations while maintaining high-quality standards throughout the process changeover period.
- Developed comprehensive documentation for EDI processes, facilitating knowledge sharing and supporting team growth.
- Led numerous initiatives aimed at improving overall data quality and integrity within the organization's EDI systems.
- Optimized workflow by automating manual tasks, improving overall productivity within the department.
- Provided exceptional support to internal and external stakeholders, addressing any issues or concerns related to EDI processes.
- Successfully resolved numerous technical issues related to data transmission between trading partners, minimizing disruptions to daily operations.
- Reduced error rates in EDI transactions by conducting thorough quality assurance checks and implementing corrective actions.
- Served as the primary point of contact for all EDI-related inquiries from both internal and external stakeholders, providing timely and accurate responses.
- Trained new team members on various aspects of EDI, fostering a culture of continuous learning and development within the organization.
- Created and maintained EDI customer maps.
Customer Services Professional
Shell Global- Canadian Operations
01.2010 - 01.2013
- Customer Services Business transitioned to SA Global Centre
- Appointed as Case checker on data capture details and coaching on gap closure and improvements to new and current CSPs'
- Cross skilled in all CS departments Retail, lubricants, and Customer complaints
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Improved operational efficiencies while managing customers requests, stock inventory, transactions, new purchase orders, and pricing needs.
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Improved sales opportunities through product knowledge by upselling on a continuous basis to provide optimal service and achieve increased sales volumes
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.
- Contributed to team success by sharing knowledge of our company product portfolio, customer insites on relationships built and reminded the team to push on upselling to contribute to business profitability and achieve individual bonuses
- Collaborated with cross-functional teams to resolve complex customer issues, fostering a positive work environment.
- Balanced competing priorities under pressure by effectively multitasking while remaining focused on delivering exceptional customer support.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Assisted in training new hires, helping them acclimate quickly to company culture and expectations for delivering outstanding customer service.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
- Implemented best practices in complaint handling, reducing escalations and ensuring prompt problem resolution.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Maintained high-quality service standards by adhering to company policies and procedures.
Customer Services Representative
Shell Global_ South African Operations
01.2009 - 12.2009
- Customer Service training lubricants (GSAP preparation)
- 3 months later in addition to customer services, I started managing Marine lubricants platform for vessel supply from ports around SA
- Handed over to CSR (Customer Services Representative) after stability was established
- Tasked to assist and support on master data admin as well (Day was split to manage multiple tasks)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Sales Representative
Easy Care Promotions
10.2008 - 12.2008
- Increased sales revenue by identifying and targeting high-potential customers through door-to-door sales.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Customer Service Advisor
Carphone Warehouse
09.2006 - 10.2008
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
Advisor
31 Solutions
02.2005 - 08.2006
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Enhanced advisor skills and knowledge through continuous professional development program, elevating service quality.
- Navigated complex regulatory requirements to ensure compliance in all advisory activities.
Education
High School Diploma -
Steenberg High School
Steenberg, South Africa 01.1999 - 12.2003
No Degree - Financial Accounting, Financial Information Systems, Development Software, Cost & Management Accounting, Internal Auditing
Cape Peninsula University of Technology
Cape Town, South Africa 01.2004 - 08.2004
Skills
Customer service
Awards
- SRA award for acting TL in the T&SP (Trading & Supply Product): For driving performance, leading huddles and sorting out the shift scheduling and team support (01/08/18)
- SRA award for Financial Impact and actions Taken: Intensive collaboration, investigations, problem solving skills, root cause analysis, CI mind-set and ability to resolve issues (01/06/17)
- SRA award for Canuck Winner, 3 times (Canadian Quarterly Awards) - EDI Mapping corrections (15/12/17)
Recognition
Customer Services Representative of the Month, 05/01/09, 06/01/09, 11/01/09, 04/01/11, 10/01/11, 02/01/12, 10/01/12, 08/01/14, 02/01/15, 04/01/15, 11/01/15, 07/01/16
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Ariba Web Portal
E-Commerce self-serve portal
EDI platform maintenance
EDI account management
SAP implementation
CRM systems
Microsoft Office
Timeline
Customer Service Specialist / Team leader
Johnson & Johnson
07.2022 - 11.2023
Customer Operations Coach & Trainer
Shell South Africa Downstream
01.2018 - 02.2020
eCommerce Specialist
Shell Global _ Canadian Operations
01.2013 - 12.2017
Customer Services Professional
Shell Global- Canadian Operations
01.2010 - 01.2013
Customer Services Representative
Shell Global_ South African Operations
01.2009 - 12.2009
Sales Representative
Easy Care Promotions
10.2008 - 12.2008
Customer Service Advisor
Carphone Warehouse
09.2006 - 10.2008
Advisor
31 Solutions
02.2005 - 08.2006
No Degree - Financial Accounting, Financial Information Systems, Development Software, Cost & Management Accounting, Internal Auditing
Cape Peninsula University of Technology
01.2004 - 08.2004
High School Diploma -
Steenberg High School
01.1999 - 12.2003
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