LEONORA MARTIN

• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions
• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
• Followed through with client requests to resolve problems
• Took ownership of customer issues and followed problems through to resolution
• Increased team productivity by providing ongoing training and support to customer service representatives
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration
• Collaborated with upper management to improve customer service processes and support structures company-wide
• Kept accurate records to document customer service actions and discussions
• Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
• Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities
• Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers
• Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
• Identified and communicated customer needs to supply chain capacity and quality teams
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty

• Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities
• Analyzed market trends, identifying opportunities for expanding product offerings within key accounts
• Strengthened client relationships through regular communication and effective problem solving
• Developed and delivered presentations to key customers to position products and services
• Built and maintained strong client relationships to drive business growth
• Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction
• Created sales forecasts to target daily, monthly and yearly objectives
• Expanded key account base by identifying and cultivating new business opportunities
• Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders
• Delivered exceptional customer service by resolving client concerns quickly and efficiently
• Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations
• Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery
• Optimized processes related to order placement and fulfillment by streamlining workflows between sales teams and other departments within the organization
• Built relationships with customers and community to promote long term business growth
• Negotiated prices, terms of sales and service agreements

• Develop and implement strategic and tactical business plans, including account plans, which may require support across McCormick business groups and may include international business units
• Cross-Functional team ownership, accountability, and behaviour setting (Internal and external cross-functional partners included but not limited to Purchasing, R&D, Supply chain, Quality, Operations and Finance)
• Maintain a value-added service to ensure successful customer relationships
• Independently implement and develop measures for success against business plan and report progress to customer and internal management
• Operate cross functionally to ensure executional excellence through commercialisation and other cross-functions
• Facilitate business to business relationships across functions
• With Sales management and Commercial Finance involvement, develops customer pricing strategy to maximize business and profits
• Be viewed as a critical contact for McCormick and drive customer penetration through innovation and proactive customer intimacy
• Promote the Company's image, with special emphasis on confidence, confidentiality, and professionalism
• Visit customers where relevant and necessary (EMEA – Europe Middle East Africa)
• Work with the Demand team to ensure an accurate forecast is maintained
• Build strategic relationships with key customers, whilst delivering and managing a strong
• Customer intimacy
• Develop and deliver on sales plans, profitable and sustainable growth through both core business and new opportunities
• Project management of new products from concept to launch cross-functionally
• Identify opportunities to drive innovation and grow customer volume and value
• AREAS RESPONSIBLE FOR:
• SOUTH AFRICA, Gauteng Area Zimbabwe
• Cape Town Zambia

Responsible for project management including entering new projects, updating new projects, arranging samples for projects, and closing projects

• Handled costing requests and pricing proposal letters for customers
• Requested product codes from Research and Development
• Obtained monthly forecasts from customers
• Handled product discontinuations
• Completed product specification requests
• Responsible for project charters
• Handled transport concession requests
• Increased customer satisfaction by providing timely and accurate product information, addressing inquiries, and resolving issues.
• Collaborated with the marketing team to develop promotional materials for trade shows and events, generating increased brand awareness.
• Created, edited and forwarded spreadsheets and documents.
• Supported sales representatives by preparing accurate quotes, proposals, and presentations tailored to prospective clients'' needs.
• Designed optimized filing system for office to maximize efficiency.

• Conducted market research to identify customer needs and preferences
• Traveled extensively to client sites, working closely with product users to identify up-selling opportunities
• Expanded distribution channels by identifying untapped markets through thorough research analysis
• Provided exceptional customer service by promptly addressing concerns, resolving issues, and maintaining open lines of communication
• Delivered demonstrations at client sites to promote benefits and support new product launches
• Coordinated closely with internal teams such as logistics, finance, and production to ensure seamless order fulfillment for clients
• Increased sales revenue by building strong relationships with customers and providing tailored product recommendations
• Supported product development by offering client feedback regarding needs and change requests

• Expanded customer base through cold calling, networking, and relationship building
• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service
• Retained excellent client satisfaction ratings through outstanding service delivery
• Managed customer accounts to secure customer satisfaction and repeat business
• Met with existing customers and prospects to discuss business needs and recommend optimal solutions
• Collaborated with cross-functional teams to identify and address customer needs
• Increased repeat business by fostering trust-based relationships with key accounts through regular communication
• Negotiated contracts to secure long-term business relationships and favorable pricing for clients
• Listened to customer needs and desires to identify and recommend optimal products

• All price quotations – Update and maintain customer price schedules and pricing on
• PRO140
• Inform customer of bi-annual or annual price adjustments
• Ensure customer receive a professional sample package
• Act as link between the application laboratories and customer, to ensure samples, pricing and tasting sheets are received
• Liaise with the courier company, from time samples leave our premises to time delivered to customer
• Obtaining all relevant regulatory documents to accompany sample packages or as requested by customer
• Obtaining all relevant information for questionnaires and where need be, contact
• Europe for further assistance
• Maintain Customer Data Base
• Obtain Sales Statistics for KAM’s
• Create NBPF’s for all new products
• Assist with all other activities to improve Sales and Marketing performance
• Maintain Stock Holding Agreements we have in place and liaise with Planning department on stock holdings
• Travel with KAM’s to visit customer in various Cities in South Africa
• Do independent customer visits in South Africa when KAM’s are travelling and customer needs assistance

• Ensure accurate and timely execution of all tasks relating to the fulfilling of local and export customer orders, from receipt of order to delivery
• Maintenance of shipping schedule of all incoming purchase orders of flavour stock ordered by inventory manager
• Daily release of picking slips, confirmation, and billing of customer orders for flavour division
• Liaise with KAM’s on Pricing, New products and sales information
• With Finance Department on Credit checking and Credit Applications
• With Shipping department on Export documents and shipment details
• With Production managers, Buyers and Planners on product or project queries
• With Forwarders and Clearing agents on shipments
• With Third Party delivery services on all deliveries to customers

• General assistant to staff in Operations Department
• Assist with all SOM functions (as mentioned above)
• Placing of Purchase Orders with affiliates
• Request Order Confirmations from affiliates
• Check Order Confirmations against Purchase Orders
• Change pack size, prices and ETA’s on AS400
• Request and file COA’s
• Receipt stock onto AS400
• Update Expiry dates of products on AS400
• Do inventory adjustments
• Track PODs for orders dispatched and inform customers of late deliveries
• Reconcile RTT handover lists
• Confirm and Bill customer orders
• Do daily cycle-counts for the warehouse to check stock

• Manage Operations Settlements
• Monitor and support Team members
• Perform daily mentoring and coaching aspects when leading the team
• Ensure deadlines are met
• Ensure staff members adhere to STRATE rules and regulations as well as documented controls and procedures
• Motivate staff and identify training needs
• Provide effective and professional service to shareholders

• Liaise with STRATE at the JSE (JHB Stock Exchange)
• Manage Operations Settlements
• Monitor team members and support staff
• Monitor accuracy of capturing trades
• Monitor and achieve team service levels
• Perform daily mentoring and performance coaching aspects when leading the team
• Provide solutions to identified problems
• Provide recognition and reward methods
• Ensure deadlines are met
• Re-negotiate priorities when faced with conflicting deadlines
• Delegate work and consider skills and knowledge of team members
• Responsible for staff appraisals
• Motivate staff and identify training needs
• Set goals and targets with team
• Identify improved ways to work in short and long term, in a specific area
• Maintain professional conduct behaviour

• Draw alledgements for settlements
• Contact shareholders for instructions on Trade
• Capture ON and Off Market Trades from instructions received by end T+3
• Monitor status of trades until settlement takes place
• Ensure Settlement takes place timeously
• Forward Statements of holdings to shareholders after settlement
• Liaise with counter parts for Off Market trades
• Liaise with all banks as well as STRATE
• Interact with other departments to ensure smooth workflow
• Daily oiling of the wheel
• Transfer shares between in-house brokers
• Check 540 and 542 Swift messages against transfers for oiling of the wheel
• Send 007 and 535 swift messages to brokers
• Ensure that daily stats go to Accounts department after trades have settled
• Do manual commitments to uncommitted trades

• Identify staff training and development
• Handling complaints from both staff and shareholders
• Merging two divisions within one department
• Assist team with preparation and reconciling of dividend accounts on a monthly basis (+/- 300 JSE Listed companies)

• Prepare and reconcile dividend accounts monthly (+/- 45 JSE Listed companies)
• Request reports from IT department to ensure that recons balance
• Ensure smooth running via monthly dividend account statements
• Liaise with various banks on all dividend queries on bank statements
• Claiming funds from shareholders for duplicate payments made to their accounts
• Solve shareholder queries
• Handling of all “stop payments”, Power of attorney and Estate late letter
• Arrange for Issuing of cheques to listed Companies to close off dividends and replacement cheques to be issued to shareholder

• Purchasing of vinyl, Perspex, correx, square tubing etc
• Layouts for business cards, letterheads, estate agent boards, advertising boards, leaflets
• Scanning of existing Logo’s
• Making up of silk-screening Positives and Negatives
• Travelling in South Africa to do sign fittings (Arthur Kaplan, Town house complexes
• Town councils, etc.)
• General office duties (invoicing, debit and credit notes, month end reports, daily banking, petty cash +/- R8000-10000)
• Switchboard
• Booking of Job cards for appliances to be repaired
• Contacting customers for quotations
• Invoicing
• Ordering of stationery
• Daily banking and paying weekly staff wages