Leonard Nel

Portfolio Scope: Minerals, Energy, Plastic Packaging.

• Conducted thorough spend analysis to identify areas for potential cost savings and efficiencies.
• Leveraged data-driven insights to make informed purchasing decisions that positively impacted the bottom line.
• Achieved cost savings by implementing strategic sourcing and supplier negotiations.
• Performed extensive vendor and supplier research to identify cost-effective options and product availability.
• Collaborated with cross-functional teams to identify opportunities for cost reduction and process improvement.
• Analyzed inventory usage and assessed trends to provide maximum coverage for each time period.
• Reviewed proposals, qualified vendors, and recommended optimal suppliers.
• Negotiated favorable contracts with suppliers, securing optimal terms and pricing structures.
• Evaluated supplier proposals objectively, selecting partners based on total value rather than just price alone.
• Enhanced supplier performance through regular evaluations and performance improvement plans.
• Identified new suppliers through market research, generating competitive bids for better pricing.
• Built long-term supplier relationships with vendors to establish quality and competitive pricing.
• Implemented risk mitigation strategies to minimize potential disruptions in the supply chain.
• Dispensed purchase orders to suppliers with accurate pricing, deadlines and terms and conditions.
• Prepared and analyzed reports to track inventory and purchasing trends.
• Analyzed sales and inventory data to determine purchasing needs and reorder points.
• Produced periodic reports using advanced Excel, Power BI and Qlikview.
• Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.

• Build business dashboards for spend analysis, trend analysis, retail metrics, sales revenues, staff productivity and customer retention.
• Develop and Maintain Reports, Stats & Presentations for the Executive Management Team.
• Report on various trends - Sales, Volume, Inventory, Supplier, Customer.
• Stats and monthly early warning of increased shipments.
• Inventory and cover Forecasting, Actual to budget.
• Prepare stock replenishment forecast.
• Prepare and analyze inventory ageing.
• Report on overdue and outstanding orders.
• Preferential Procurement BEE analysis and update.
• Daily reporting of Import and Local purchases.
• Contribute to Inventory optimization, reduction & increased availability.
• Co-ordinate Audit Compliance.
• Co-ordinate and maintain Risk Management Register.
• Maintain control of stock re-order timeframes.
• Perform high-level administrative work / Reporting.
• Branch, Customer and Supplier support
• Purchasing of local PPE Equipment for BMG SA.
• Payment processing for all PPE Equipment.

• Provide summary reporting and data analysis for call center volume and productivity to maximize staffing and meet service level commitments.
• Delivered productivity and data analysis management, identifying and managing a variety of mass change updates and reconciliations.
• Designed a reporting system utilizing Microsoft Access and PowerPivot to effectively accommodate large data sets.
• Perform complex data analysis to determine call volume trends and develop long-term strategies.
• Create and implement data analysis and reporting for management that is used for maintaining controls, creating objectives and enhancing productivity.
• Involved with complex IVR call flow, SQL DB reporting, requirements gathering, and User Acceptance Testing.

• Compile daily/weekly/monthly reports designed to communicate VOC and Dissatisfied Customer statuses to division Managers and relevant departments.
• Initiate Performance Management, coaching, and feedback to develop staff member's skills and capabilities.
• Manage the Leave the Register and tracking.
• Develop and implement process improvements from VOC and Dissatisfied Customer complaint analysis.
• Use customer data, feedback, and metrics to identify customer pain points, then advocate for change throughout the organization with compelling business cases.
• Based on escalation analysis and supplementary research, identify policy/procedure gaps that lead to customer
  complaints.
• Recommend and implement new policies/procedures addressing identified gaps.
• Develop process improvements directed towards increasing customer satisfaction and targeting policy/procedure
  gaps that cause customer complaints.
• Forge strong relationships and manage the integration of Data Insights across core business verticals/stakeholders.
• Developing scorecards and KPI's for team members.
• Monitoring current metrics and looking for trends across multiple sources.
• Identify opportunities by using data to understand customer experiences and use this information to drive change in the business.
• Serve as a key Contact Centre liaison for VOC Department about customer escalations/policy/procedural inquiries and resolution management on high-risk customer cases.
• Resolution management of customer escalations to address high-profile complaints immediately.
• Handled accounts payable and receivable, prepared bank deposits, controlled inventory, and maintained equipment and technology.

• Running and managing the call center daily.
• Set targets for call center agents.
• Accompany Staff to coaching with their quality Coach, to identify areas of improvement.
• Schedule and organize shift patterns.
• Communicate all organizations products, services, procedures, and guidelines to all team members.
• Facilitate and organize training sessions for all agents.
• Participate in the recruitment of new call center agents.
• Conduct regular performance discussions with call center agents.
• Responsible for submitting monthly and weekly reports to management.
• Innovate to improve performance in the call centre.
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their queries.
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Assist VOC team with drafting Hello Peter responses, CMS letters, and social media responses.
• Reviewed responses before posted on social media or sent to members.
• Approve Banking Details that need to be authorized for claims payments.
• Approve claim payments up to R7000.

• Receive and resolve client calls on the member, broker, chronic medicine, hospital authorization queues.
• Referring and reassigning enquiries to various departments for resolve.
• Manage daily task list of outstanding enquiries.
• Ensure that customers are contacted within TAT regarding their enquiries.
• Escalating queries to team leaders for assistance.
• Ensuring timeous work attendance and break schedules so as not to negatively impact the SLA.
• Load banking details for authorization and refer to the relevant departments.
• Loading of chronic medications for members.
• Loading of hospital pre-authorizations for members.
• Resolve social media queries on LiveChat, Facebook, Hello Peter.
• Loading authorizations for ex-gratia requests.
• Quality Control and Coaching of new agents.

• Receive and resolve client calls on the member, broker, chronic medicine, hospital authorization queues.
• Referring and reassigning enquiries to various departments for resolve.
• Manage daily task list of outstanding enquiries.
• Ensure that customers are contacted within TAT regarding their enquiries.
• Escalating queries to team leaders for assistance.
• Ensuring timeous work attendance and break schedules so as not to negatively impact the SLA.
• Load banking details for authorization and refer to the relevant departments.
• Loading of chronic medications for members.
• Loading of hospital pre-authorizations for members.
• Resolve social media queries on LiveChat, Facebook, Hello Peter.
• Loading authorizations for ex-gratia requests.
• Quality Control and Coaching of new agents.

• Respond to escalated calls and resolve problems.
• Train call center staff in overall policies as well as escalation protocols.
• Monitor call center staff and volume and content of calls to identify problems.
• Motivate and manage call center staff.
• Manage Absenteeism.
• Track Team Performance.
• Setup annual contracts for call Centre Staff.
• Attend Weekly Management Meetings.
• Performance Manage Staff.
• Log IT Related call issues to be fixed.
• Monitor Staff Calls.
• Conduct quality coaching.

• Receive and resolve client calls on the member, broker, chronic medicine, hospital authorization queues.
• Referring and reassigning enquiries to various departments for resolve.
• Manage daily task list of outstanding enquiries.
• Ensure that customers are contacted daily regarding their enquiries.
• Escalating queries to team leaders for assistance.
• Load banking details for authorization and refer to relevant department.
• Adhering to schedule of daily breaks.