Edwin Lee Augustus
Customer Experience Manager
16 Mississippi Close, Russells Rest, Eersteriver
Summary
Dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Denim Specialist
TFG
Cape Town
09.2024 - Current
- Enhanced customer satisfaction by providing personalized denim fittings and style recommendations.
- Developed strong relationships with clients, fostering loyalty and repeat business within the denim department.
- Contributed to store efforts to prevent shrink and improve safety awareness.
- Executed store maintenance checklists to keep spaces clean, neat and tidy.
- Improved storewide sales targets by consistently achieving personal goals related to denim products and services.
- Used POS system to process sales, returns and exchanges.
- Opened and closed cash registers by counting money, separating charge slips, balancing cash drawers and making deposits.
- Maintained loss prevention standards by monitoring and observing customers on sales floor.
- Used in-store system to locate inventory and place special orders for customers, and assist customer orders from warehouse, receiving and following up on customer purchases.
- Monitored customers for signs of security concerns and escalated issues to management..
- Assist and handling of operational administration.
Operations Manager
Shell Paul Kruger
Johannesburg
10.2021 - 10.2023
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths..
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Responsible for all site quarterly audits. (Food Safety, Health and Safety, Mystery Shopper, Site inspections and site audits.
- Handled all Human resource administration within the work force.
- Keeping up to date with all current and updated legislation surrounding Service Stations.
Customer Experience Manager
Shell Glenhove Service Station
10.2018 - 09.2021
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed and delivered comprehensive training programs for new hires, ensuring consistent customer service experience.
- Responsible for all quarterly, monthly, weekly and daily checklists.
- Drafted up monthly scheduling for a work force of 58 staff members.
- All relevant cash desk duties.
- Ordering of stock and insuring that all departments are well stocked and aligned with monthly budgets.
- Handling of all Human Resource documentation and chairing of staff hearings.
Floor Supervisor
Markham, TFG
03.2011 - 09.2018
- Held team meetings to gain feedback, provide updates and set policies.
- Streamlined daily processes for increased efficiency, implementing new procedures and best practices.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Maintained accurate records pertaining to personnel matters such as attendance tracking or performance evaluation documentation.
- Evaluated work of 25 floor employees to improve performance.
- Optimized employee performance by conducting regular evaluations and providing constructive feedback.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Ensured store cleanliness and safety with consistent inspections and proactive maintenance tasks.
- Managed inventory levels to minimize stock discrepancies, conducting routine audits and adjusting orders accordingly.
- Boosted sales through effective merchandising strategies and attention to product placement on the floor.
- Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
- Defined and enforced store procedures in compliance with company policies and procedures.
- Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
- Collaborated with other departments to drive successful completion of assigned tasks.
- Monitored progress of tasks to provide feedback for improvement.
- Scheduled shifts and shift changes to accommodate workload and customer needs.
- Responsible/aided in all cash desk duties.
- Opening and handling of customer accounts and aligned with the POPI act.
- Responsible for store stocktakes and maintaining /aligning it at a zero stock loss number.
Manager
LA Jean Company
08.2008 - 03.2011
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved safety procedures to create safe working conditions for workers.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Opening and handling of customer accounts, with in the parameters of the POPI act.
- Procuring all company expenditure, scan to email and filing of documents for the accountant and Charted accountant.
Head Waiter/Runner
Windsor Private Country Club
10.2004 - 06.2008
- Enhanced customer dining experience by providing exceptional service and anticipating guest needs.
- Increased overall restaurant efficiency by effectively managing and delegating tasks to the wait staff.
- Trained staff members on use of POS system.
- Organized special events and private parties at the restaurant, coordinating menus, staffing, decorations, and entertainment as needed.
- Collaborated with kitchen staff to ensure timely and accurate order delivery for guest satisfaction.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Improved communication between front-of-house and back-of-house teams, resulting in smoother operations during peak hours.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Stayed up-to-date on menu changes to help customers make food choices.
- Mentored new hires, providing comprehensive training on company policies, procedures, and service standards.
- Successfully resolved customer complaints, ensuring satisfaction and maintaining a positive atmosphere.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Managed time efficiently while juggling multiple duties under tight deadlines, resulting in consistent performance.
- Ran errands for various employees throughout company.
- Arranged tables and chairs for special occasions and events.
- Developed strong rapport with returning guests, to the Head Chef and give relevant feedback to Food and Beverage manger what guests needs are.
Education
No Degree - Economic Management Sciences
UNISA
UNISA 04.2001 -
Bcom Marketing Management
Unisa
Unisa 04.2001 -
High School Diploma -
Parow High School
Cape Town, South Africa 04.2001 -
Skills
Teamwork and collaboration
Customer service
Problem-solving abilities
Strong communication and interpersonal skills
Honest and dependable
Multitasking Abilities
Reliable and responsible
Verbal and written communication
Active listening
Organizational skills
Attention to detail
Computer proficiency and Microsoft office
Timeline
Denim Specialist
TFG
09.2024 - Current
Operations Manager
Shell Paul Kruger
10.2021 - 10.2023
Customer Experience Manager
Shell Glenhove Service Station
10.2018 - 09.2021
Floor Supervisor
Markham, TFG
03.2011 - 09.2018
Manager
LA Jean Company
08.2008 - 03.2011
Head Waiter/Runner
Windsor Private Country Club
10.2004 - 06.2008
No Degree - Economic Management Sciences
UNISA
04.2001 -
Bcom Marketing Management
Unisa
04.2001 -
High School Diploma -
Parow High School
04.2001 -
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