Letitia Nompumelelo Adams
Logistics Services Manager
Pretoria
Summary
Customer service professional with focus on logistics bringing valuable experience in managing supply chain operations and enhancing customer experiences. Known for fostering team collaboration and adapting to dynamic environments. Possess strong analytical skills and proactive approach to problem-solving.
Overview
17
17
years of professional experience
2021
2021
years of post-secondary education
Work History
Customer Service Logistics Manager
Medipost Pharmacy
03.2022 - Current
- Managing of all courier tracking functions and queries as a whole.
- Providing professional and accurate feedback
- Continually improve efficiencies and identify improvements in the daily operation of the Logisrtics Department
- Facilitate the communication process to the subordinates in the Department regarding changes etc in the company
- Identify and implement improved procedures
- Managing HR related matters i.e
- Attendance, work performance
- Managing the work performance of the Department
- Escalating queries/complaints to other Departments/Courier Suppliers
- Supply feedback/reports on escalated queries/complaints
- Ensuring communication received from Courier Suppliers/other departments are distributed to the team and relevant parties i.e
- Delays, breakdowns, accidents, protests, strikes etc
- Informing the Call Centre and Customer Care of the above
- Reviewing the performance of staff, identifying training needs and planning training sessions
- Handling the most complex customer complaints or enquiries
- Organising staffing, including shift patterns and the number of staff required to meet demand, coaching, motivating and retaining staff
- Encouraging positive communications between Medipost courier Suppliers and departments
- Ability to arrange special requests and resolve queries that can or could cause SLA failures which must be brought to management’s attention
- Any other ad hoc functions that may be appointed from time to time
Tracking and Urgent Supervisor
Medipost Pharmacy
10.2016 - 02.2022
- Develop and implemented performance improvement strategies and plans to promote continues improvement
- Collaborated with Medipost Operations and courier suppliers to achieve the business mission on delivering to correct patient, at the right time and at the correct address
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Increased customer satisfaction by resolving delivery issues
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Oversee daily operations to ensure high levels of productivity
Customer Care Representative
Medipost Pharmacy
11.2011 - 08.2016
- Increased client retention by managing supplier deliveries around client needs
- Professional treatment of clients in accordance with company standards
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Coordinated timely responses to online customer communication and researched complex issues
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures
- Responded to customer needs through competent customer service and prompt problem solving
Call Centre Agent
Medipost Pharmacy
05.2010 - 10.2011
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences
- Achievement of agreed standards of inbound and outbound calls (waiting time, abandoned calls, call volumes, etc)
- Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service
- Adhered to company policies and script to consistently achieve call-time and quality standards
Tele sales Consultant
Hemisphere Risk Solutions
09.2009 - 03.2010
- Recorded contact information of customers and potential customers in internal database
- Explained product prices and packages as well as answered questions and address concerns of customers
- Provided information about available products and services including membership details and purchase advantages
Call Centre Agent
Junk mail Publishing
10.2007 - 04.2009
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and creating welcoming, positive experiences
- Promoted available services to customers during service and order calls
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Accurate data capturing
Education
Management Skills Certificate -
Imsimbi
Customer Experience Practice Certificate - undefined
University of Pretoria
Matric - undefined
Orion High School
Skills
Customer service
Account management
Staff training and development
Vendor relationship management
Accomplishments
- Call Centre Agent of the month and quarter.
- Awarded top achiever for Sales during the month/quarter.
- Owner of blogging and marketing website lateraffiliate.com.
Personal Information
Date of Birth: 08/15/87
Timeline
Customer Service Logistics Manager
Medipost Pharmacy
03.2022 - Current
Tracking and Urgent Supervisor
Medipost Pharmacy
10.2016 - 02.2022
Customer Care Representative
Medipost Pharmacy
11.2011 - 08.2016
Call Centre Agent
Medipost Pharmacy
05.2010 - 10.2011
Tele sales Consultant
Hemisphere Risk Solutions
09.2009 - 03.2010
Call Centre Agent
Junk mail Publishing
10.2007 - 04.2009
Customer Experience Practice Certificate - undefined
University of Pretoria
Matric - undefined
Orion High School
Management Skills Certificate -
Imsimbi
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