Ilonja Margaritha Van Der Merwe

• Reported on daily office activities to help senior management stay on top of dynamic conditions & made proactive decisions.
• Oversaw accurate & efficient database management & digital file storage to support operational & recordkeeping requirements.
• Created & implemented spreadsheets, tracking systems & secure filing systems for sensitive employee & client documents (using Microsoft Office).
• Liaised with the finance office to ensure that all accounting matters are attended to, allocated & made requests on their behalf (for quotations, statements, credits & etc.)
• Maintained office supplies inventory (stationery, printers, coffee machines, water dispensers, cleaning supplies & refreshments) by checking stock, ordering supplies & arranging services when necessary.
• Cultivated client & vendor loyalty by proactively reaching out with follow-ups & status updates.
• Monitored vendor accounts & product updates to verify competitive pricing.
• Managed & supervised employees while delegating tasks to administrative staff, increasing office productivity & efficiency.
• Increased team productivity by reorganizing office supplies & enhanced office staff customer relations strategies to improve interactions & reduce complaints.
• Regulated & toped-up electricity balances for all offices (using PP24).
• Ensured that managers/reps business information is accurate & assist the graphic designer with quotations, layouts/designs & feedback for business cards.

• Developed team communications & a stronger procedure structure.
• Created & updated spreadsheets accurately & frequently for detailed reports on mileage, repairs, maintenance & other necessary expenditures.
• Inspected vehicles to ensure that they are in optimal condition & support site-based employees with complications.
• Performed various ad-hoc administration duties.
• Assisted with artwork, branding arrangements & driving vehicles to/from specific destinations.

• Acted as the first point of contact when receiving a client’s order via inbound/outbound calls & emails.
• Scheduled appointments & itinerary coordination for both clients & personnel, while optimizing for the best outcome.
• Allocated information on the schedule/spreadsheet & updated it accurately & frequently, while ensuring that the schedule is sent before EOD.
• Established & maintained client rapport by utilizing quality customer service, while updating the database information (on Trello) as necessary.
• Handled complaints & questions, improved & resolved customer satisfaction scores through listening, open-ended questioning, conflict resolution & problem-solving/critical thinking skills.
• Communicated with the cleaners & third-party contractor for assistance & arrangements regarding the clients’ queries/appointments.
• Assisted cleaners & liaised with a third-party contractor to prioritize workflow & productivity.
• Quoted & invoiced clients, received payments & liaised with finance office to ensure that all accounting matters are attended to & allocated on the correct system/spreadsheet (using Xero).
• Drafted & finalized correspondence/documentation before sending it to the client (using Microsoft Office).
• Performed various ad-hoc administration duties.

• Acted as the first point of contact when receiving a client’s order via inbound/outbound calls & emails.
• Scheduled deliveries & itinerary coordination for both clients & personnel, while optimizing for the best outcome.
• Allocated information on the schedule/spreadsheet & updated it accurately & frequently, while ensuring that the schedule is sent before EOD.
• Established & maintained client rapport by utilizing quality customer service, while updating the database information (on Trello) as necessary.
• Regulated & packed the order baskets, while ensuring that all items are correct before distributing them to the drivers for delivery.
• Assisted road-based employees & liaised with colleagues to prioritize workflow & productivity.
• Provided clerical support & assisted with various ad-hoc administration duties.

• Answered & directed calls professionally, assisted with queries/complaints & took accurate notes/information for colleagues.
• Maintained confidentiality of information regarding clients & the company.
• Greeted incoming visitors professionally & provided friendly, knowledgeable assistance.
• Provided visitors with refreshments before taking them to the correct department/host.
• Kept reception area clean & neat to give visitors a good impression.
• Scheduled & confirmed appointments & meetings for senior management teams.
• Scheduled/coordinated catering & set up conference rooms for corporate & client meetings.
• Provided clerical support to the senior managers & directors, while assisting the HR department with employee appointments & relevant document completion.
• Managed multiple tasks & met time-sensitive deadlines.
• Issued PPE/uniforms to site-based employees & ensured that the correct paperwork is completed & submitted to the HR department.
• Sorted, received & distributed packages/mail correspondence between departments & personnel.
• Arranged couriers, prepared shipments & distributed shipments (using TCG system).
• Ensured that the petty cash is captured & balanced when reconciled.
• Secured the premises & locked up when necessary.

• Acted as the first point of contact when receiving a client’s order via inbound/outbound calls & emails.
• Scheduled appointments & itinerary coordination for both clients & personnel, while optimizing for the best outcome.
• Allocated information on the schedule/spreadsheet & updated it accurately & frequently, while ensuring that the schedule is sent before EOD.
• Communicated with the third-party client for assistance & arrangements regarding clients queries/appointment.
• Established & maintained client rapport by utilizing quality customer service, while updating the database information (on Trello) as necessary.
• Handled complaints & questions, improved & resolved customer satisfaction scores through listening, open-ended questioning, conflict resolution & problem-solving/critical thinking skills.
• Assisted site-based employees & liaised with colleagues & third-party client to prioritize workflow & productivity.

Practical Wokrshop - Customer Service