Kyle Losper
Query Management Consultant
Mitchells Plain, Cape Town
Summary
I am dedicated and believe in putting in the necessary effort to get the best possible outcome. I pick up quickly on systems and believe in learning on the job. I get along well with all clienteles, as well as my in-office colleagues. I am a consistent performer and try to improve every day. Clever Project Consultant with strong emotional intelligence and presentation skills. Adept at managing multi-functional project teams and working collaboratively with people of all levels. A true "go-getter" and problem solver with outstanding project vision and to think outside the box.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
Work History
Query management Department Consultant
Engen Petroleum
12.2023 - Current
- Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
- Servicing Interactions in a customer centric way to ensure that we live by our service principles
- Maintaining customer relationship database and logging call details as per procedure to address query
- Achieving and exceeding key performance metrics relating to service delivery Working hours
- Maintaining and checking all Queries work that it is Fault free and communicating investigations to the relevant department
- Contacting Vendor to investigate all customer complaints and queries
- Providing customers with all feedback and updates promptly
- Keeping a fair and balanced process for both internal and external stakeholders
- Making sure that all metrics are met on a daily, weekly, and monthly basis to ensure the flow on work does not stop.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
Customer Service Centre Representative
Call Force
05.2018 - 12.2023
- Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
- Servicing our members in a customer centric way to ensure that we live by our service principles
- Investigating, facilitating and resolving non-conformance customer issues and providing an advisory service to customers with regards to delays in supply chain
- Maintaining the customer relationship database and logging call details as per procedure to address query
- Achieving and exceeding key performance metrics relating to service delivery Working hours
- Moved to emergency stand by Night shift 3 years
- Clearing all unfinished work from the day shift
- Work unsupervised in a zero-error environment
- Manage all incoming Emergency calls and delegate to relevant stand by vendors
- Log follow ups for the retail/commercial area managers and area Engineers.
Collection Diesel Rationing Project Consultant
Engen Petroleum
- Objective: To restrict the over-ordering and over-consumption of Diesel on customer accounts through the management of customer order placement
- Target group: List of Indirect & Direct customers that place COLLECTION orders for DIESEL
- Manage requests for order placement, and queries related to COC of product
- Daily tasks: Task team will be blocking the material Dynamic Diesel on accounts on the customer master data to stop the customer from ordering
- The task team process orders on behalf of the customers
- Blocking and Unblocking of Material codes so that we can place orders for the customers
- Making sure the depot was able to stock up and manage the flow of Diesel out of the depot
- Communicating with customer on daily allocations and placing their orders accordingly
Fulfillment campaign agent & Online chat services
WNS - Total Gas
08.2016 - 01.2017
- Check commitment periods on accounts
- Advise of plan changes and basic Customer Service enquiries
- Advise on upgrade options and consult with technicians on service delivery
- Assist with Billing inquiries and log disputes on bill.
Education
Matric -
Oude Molen Technical High
Cape Town South Africa 01.2012 - 12.2024
Fitting and Turning Engineering -
Northlink College
Cape Town ,South Africa 01.2013 - 12.2013
Fitting And Turning Engineering -
College of Cape Town
Cape Town , Soth AfricaSkills
Delivering results and meeting customer expectations
Active Listening
Multi-tasking skills
Team motivation
Project control
Project monitoring
Maintaining a good pace of workflow to allow to completing tasks accordingly
Time keeping and organized query management to ensure all stakeholders are serviced
Deciding and starting action
Analyzing, Writing, and reporting
Excellent verbal and written communication skills
Presenting and communicating information
Delivering results and meeting customer expectations
Sapskills
- XD03 - Display Customer (Centrally)
- MD04 - Display Stock/Requirements Situation
- VA01 - Create Sales Order
- ZRVS0010 – Delivery Schedule
- MMBE - Stock Overview
- VA05 – List of Sales Orders
- VA03 – Display Sales Order
- VA02 – Change Sales Order
- IW39 – Display PM Order
- XK03 – Display Vendor (Centrally)
- VL02N -Change Outbound Delivery
- VB02 – Change Material Listing/Exclusion
- VB01 – Create material Listing/Exclusion
References
- Current :Tracy Sampson, Engen, 076 658 5448, Tracy.Sampson@engenoil.com
- Vicnola Petersen , Engen, 060 982 2482 Vicky.Petersen@engenoil.com
Timeline
Query management Department Consultant
Engen Petroleum
12.2023 - Current
Customer Service Centre Representative
Call Force
05.2018 - 12.2023
Fulfillment campaign agent & Online chat services
WNS - Total Gas
08.2016 - 01.2017
Fitting and Turning Engineering -
Northlink College
01.2013 - 12.2013
Matric -
Oude Molen Technical High
01.2012 - 12.2024
Collection Diesel Rationing Project Consultant
Engen Petroleum
Fitting And Turning Engineering -
College of Cape Town