Johann van Zyl
Senior Operations Manager
Krugersdorp
Summary
Results-driven Operations Manager with a strong background in logistics, fleet coordination, and team leadership. Proven ability to manage large teams, streamline operational processes, and build lasting client relationships in high-pressure environments. Experienced in implementing change management strategies, resolving complex challenges, and driving continuous improvement. Recognized for leadership, attention to detail, and a proactive approach to staff development and operational efficiency.
Overview
4
4
years of professional experience
41
41
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Senior Operational Manager
The Courier Guy
03.2024 - Current
- -Managing an average of 110 staff members consisting of Junior Operations managers, driver and porters servicing various parts of gauteng
- -Implement Systems & Processes
- -Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision
- -Assisting clients and all their queries on a daily basis Managing client relationship with junior ops and drivers
- -Resolving client issues and complaints
- -Structuring of delivery routes to ensure sustained workflow
- - Team building: creating an open and professional atmosphere in the workplace, facilitating
- -Booking and debriefing in polygraphs
- - Reporting performance analysis for new employees and permanent staff
- -Offering employment and business opportunities by identifying and hiring new contractors and sub contractors to operate in new areas
- -Allocating / distributing bonus and overtime payments
- -Conducting disciplinary hearings and uplifting team members to better themselves and offering growth opportunities
- -Working hand in hand with the fleet control department by reviewing new contracts and supporting paperwork for prospective contractors
- -understanding and adhering to clients schedules and challenges
- -engaging with clients to make sure they are satisfied
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
ASSISTANT OPERATIONS MANAGER
The courier guy
07.2022 - 07.2023
- I have 10 individuals under me operating as drivers and porters and giving them valuable input on their work, getting the best out of them to complete targets was the bulk of my job I have also looked after multiple different areas with different drivers. My role involved:
- - Actively engaging various clients daily regarding their operational requirements
- - Managing relationships with vendors
- - Managing 500 -700 orders daily consisting of both collections and deliveries.
- - Ensuring loading bays are cleared, drivers loaded and dispatched on time.
- - Managing delivery and turnaround times as well as other daily expectations
- - Assisting drivers to complete collections on time and enforcing procedures
- - Ascertaining and ensuring the safety of drivers
- - Conducting monthly fleet inspections of the vehicles being used by my team
- - Submitting monthly reports on the performance of the drivers
- - Documenting all procedures for third-party evaluations
- - Reviewing workloads and manpower to ensure that all targets are met
- - Handling problem parcels and ensuring all issues are resolved and parcels dispatched in the shortest time possible
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
2nd in charge to senior operational manager
The courier guy
07.2023 - 03.2024
- - Conflict resolution
- - Quality assurance
- - Operational procedure improvements cooperative and mutually beneficial relationships between staff
- - Team management: overseeing daily tasks for drivers, porters and operations staff to maintain stability and ensure goals are met
- - Defining new ways to improve daily operations
- - Customer relations: establishing and maintaining meaningful and collaborative relations between customers and staff, making critical decisions for compensation according to company policy
- - Fleet management:
- - Ensuring all vehicles meet company standards through vehicle inspections and regular servicing
- - Monthly fleet inspections to check the validity of all vehicle license disks for safety and insurance purposes
- - liaising with the South African Police Service regarding robberies and hijackings of fleets for insurance claims
- - Schedule adherence and optimization
- - Identifying pressing issues and arranging amendments and recoveries accordingly
- - Issuing and submission of contractor and sub-contractor documentation/contracts
- - Ensuring all drivers operating company vehicles have valid driver's licences and paperwork required
- - Following vehicles on the car track system to ensure the adherence of daily planned routes
- Reported issues to higher management with great detail.
CALL CENTER AGENT
The courier guy
11.2021 - 07.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Diploma - Logistics and supply chain management
University of Witwatersrand
Johannesburg, GP 04.2001 - 01.2024
Diploma - IT software development
Unicollege
Krugersdorp, GP 04.2001 - 01.2020
grade 12 Highschool - undefined
Helpmekaar kollege
Johannesburg, GPSkills
- Operational Intelligence solutions
- Staff retention strategies
- Problem-solving skills
Certification
- Code B
EDUCATION
- UNIVERSITY OF THE WITWATERSRAND JOHANNESBURG
- WITS PLUS CENTRE FOR PART-TIME STUDIES
- This is to certify that Johann Paul van Zyl has met the minimum requirements for competence in Logistics and Supply Chain Management from 04 March 2024 to 20 June 2024.
- APPLIED LOGISTICS AND SUPPLY CHAIN MANAGEMENT 80%-Passed With Distinction
Timeline
Senior Operational Manager
The Courier Guy
03.2024 - Current
2nd in charge to senior operational manager
The courier guy
07.2023 - 03.2024
ASSISTANT OPERATIONS MANAGER
The courier guy
07.2022 - 07.2023
CALL CENTER AGENT
The courier guy
11.2021 - 07.2022
Diploma - Logistics and supply chain management
University of Witwatersrand
04.2001 - 01.2024
Diploma - IT software development
Unicollege
04.2001 - 01.2020
grade 12 Highschool - undefined
Helpmekaar kollege
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