Khensani Baloyi
Service Level Manager (Supplier Contracts Manager)
Vosloorus,GP
Summary
Collaborative leader with dedication to partnering with suppliers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
Work History
SUPERVISOR CUSTOMER SERVICE (POP)
Electronic Toll Collections (ETC)
02.2011 - 10.2011
- Managed staff at the designated Customer Services Centres and ensured effective customer satisfaction and operations.
- Spearheaded service excellence training, achieving a ranking in the top 3 for first contact resolution.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Evaluated employee performance and coached and trained to improve weak areas.
- Boosted team performance by developing customer service training materials and conducting service training.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Devised and implemented processes and procedures to streamline operations.
FOODS DEPARTMENT MANAGER / OPERATIONS MANAGER
Woolworths (Various Stores)
08.2005 - 01.2011
- Instrumental in the transformations of 2 stores, increasing food sales by 35% within 12 months.
- Recognized nationally for shrinkage reduction program keeping losses under 2% benchmark for 2 years running between 2008 and 2010
- Coordinated successful merchandising initiatives boosting categories like fresh produce, long-life products etc.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Advised senior management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
- Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- 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 successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Interacted well with customers to build connections and nurture relationships.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
SERVICE LEVEL MANAGER (SUPPLIER CONTRACTS MANAGER)
Electronic Toll Collections (ETC)
11.2020 - Current
- Managing a R53+ Million portfolio of 10 Facilities sub-contractors' contracts and ensured 98% compliance on service levels over 3 years as Senior Contracts Manager.
- Streamlined communication channels, enhancing collaboration between Sub-contractors and Facilities staff.
- Restructured standard supplier agreements to incorporate new data privacy regulations, minimizing compliance risks
- Was part of a negotiating team for a complex company assets risk cover valued at R4 billion, securing favorable terms for new services
- Optimized resource allocation for increased efficiency in managing service levels across various projects.
- Identified areas of improvement through comprehensive data analysis, leading to better decision-making and improved service levels.
- Negotiated favorable terms with suppliers, contributing to cost savings without compromising on quality or performance standards.
- Conducted regular reviews of Supplier contracts and SLAs to ensure optimal value for the organization.
- Managed complex escalations effectively, reducing the impact on overall service level performance.
- Developed strong relationships with cross-functional teams to ensure service level agreements were met consistently.
AREA MANAGER (CUSTOMER SERVICE)
Electronic Toll Collections (ETC)
11.2011 - 10.2020
- Managed 10 customer service branches and turning under-performing branches around.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Introduced initiatives streamlining processes and reducing complaints annually.
- Consistently delivered targets through customized location level strategies.
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
- Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
- Developed and implemented strategies to improve customer service and increase sales.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
FRONTLINE SUPERVISOR
Pick 'n Pay Hypermarket
01.2002 - 08.2005
- Decreased employee turnover rate by fostering a positive work environment and addressing staff concerns.
- Created and oversaw employee training schedule to emphasize productivity and resource conservation.
- Verified operation of equipment by evaluating equipment, performing troubleshooting and calling for repairs.
- Facilitated teamwork by encouraging open communication among staff members and conducting regular meetings.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
Education
BCOM - Economics -
UNISA
01.2021 - 05.2023
Higher Certificate - EMS (Economics) - undefined
UNISA
01.2020 - 05.2020
Retail Management Certificate - undefined
Woolworths
01.2007 -
Build the Brand Certificate - undefined
Pick 'n Pay
01.2004 -
Certificates: IT - Subjects: A+, Visual Basic, MOUS and Web Page Design - undefined
High-tech College
01.2002 -
Senior Secondary Certificate (Matric) - undefined
Klipspruit High
01.2000 -
Skills
Risk Identification & Safety Compliance
Process Development and Implementation
Strategic development, planning and Process Improvements
Crisis and Change Management
Budget Management and Planning
Customer Support and Satisfaction
Cost Management
Contract Negotiations
Task Coordination and Time Management
Analytical Thinking and Data Analysis
Interpersonal Skills and Conflict Resolution
Crisis and Change Management
Staff Management
Operations Management
Phonenumbers
- 082 789 7723
- 061 434 8721
References
- Nominki Makgalema (HR), Electronic Toll Collections, 011 083 2000
- Marumo Leshaba (SCM), Electronic Toll Collections, 011 083 2000
- Denis Anton, Woolworths Store Manager, 011 796 6200 / 065 275 0684
- Kevin Pike, Woolworths Store Manager, 082 858 4826
- Brian Swart, Woolworths Store Manager, 083 489 7234
- Ross Huges, Woolworths Store Manager, 084 582 8285 / 011 221 8500
Timeline
BCOM - Economics -
UNISA
01.2021 - 05.2023
SERVICE LEVEL MANAGER (SUPPLIER CONTRACTS MANAGER)
Electronic Toll Collections (ETC)
11.2020 - Current
Higher Certificate - EMS (Economics) - undefined
UNISA
01.2020 - 05.2020
AREA MANAGER (CUSTOMER SERVICE)
Electronic Toll Collections (ETC)
11.2011 - 10.2020
SUPERVISOR CUSTOMER SERVICE (POP)
Electronic Toll Collections (ETC)
02.2011 - 10.2011
Retail Management Certificate - undefined
Woolworths
01.2007 -
FOODS DEPARTMENT MANAGER / OPERATIONS MANAGER
Woolworths (Various Stores)
08.2005 - 01.2011
Build the Brand Certificate - undefined
Pick 'n Pay
01.2004 -
FRONTLINE SUPERVISOR
Pick 'n Pay Hypermarket
01.2002 - 08.2005
Certificates: IT - Subjects: A+, Visual Basic, MOUS and Web Page Design - undefined
High-tech College
01.2002 -
Senior Secondary Certificate (Matric) - undefined
Klipspruit High
01.2000 -