Lucy Ndhlovu

• Responsible for Obtaining SLA 80-100% with 90 - 95% Delivery on time and maintaining monthly KPIs
• Ensure operations is fulfilling completing placed orders, store picking, store dispatch, delivery and after delivery customer inquiries
• Manage and lead a team of store supervisors and drivers to ensure timely delivery of goods
• Oversee day to day customer Claims, Queries & complaints, Coordinate and execute load instructions
• Managing 3rd party operations controller and call center inbound call escalations
• Provide excellent performance , investigating escalations and resolving customer claims
• Ensure SOP's are effectively communicated and fully understood by Store pickers, drivers and customers
• Responsible to monitor and lead operations flow maximizing the percentage of online orders in order to be delivered to customers on time and in-full
• Weekly and monthly reporting on Order fulfillment status, Identifying online orders that are tracking behind pre-agreed SLAs
• Reporting on driver incidents, safety and high risk area assessments.
• Managed payroll data entry and processing for 50 employees to comply with predetermined company guidelines
• Reviewed documents and data to give accurate presentations and forecasts to upper management

• Manage daily driver performance and daily KPIs through 4 regions handling paperwork to maintain good customer service
• Monitor Service level agreement between Drivers and customers
• Monthly reports on Accident / Incident investigations submitted with all documents
• Improving operational efficiency by 80-98% delivery on time driver schedule
• Responsible for 5 clusters consisting of 10-20 drivers per Checkers branch
• Daily Achievement of 100% driver attendance as per operation SLA
• Complete weekly driver schedules and distribute to driver groups
• Liaising with Supervisors/compliance officers to maintain discipline among Drivers
• Effectively communication with order fulfillment team to manage exceptions
• Resolve driver challenges regarding Customer queries, damaged parcels and returns
• Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
• Tracked orders and notified customers of status or potential delays.
• Developed strategies to optimize utilization of available resources.

• Optimized warehouse SOPs to boost operational efficiency
• Consistently achieved an 85-90% compliance rate on Branch OHS Audits over three years
• Managed a team of 12 dispatch clerks, 10 call center agents, and 3 administrative assistants
• Produced monthly KPI reports and ensured compliance with SLAs to enhance customer satisfaction
• Monitored and reported vehicle breakdowns and accidents, conducted fleet and staff audits regularly
• Ensuring vehicle checklists , warehouse and office housekeeping checklists are completed at the end of the shift
• Handling all customer queries and escalation and resolving with 24hours
• Accurate submission of owner driver and customers Invoices for Month end Billing
• Tracked customer deliveries, returns, and daily collections to ensure successful completion
• Apply and maintain discipline in the warehouse
• Human resource/ industrial relations
• (Recruitment process, disciplinary hearing and employee contract terminations)
• Handled timesheet management, including overtime control, leave, and payroll submissions
• Compiled daily and monthly reports on petty cash, inventory, and distribution billing
• Coordinated high-security escorts for Customer deliveries over $1 million to prevent hijackings
• Manage Coastal, regional and distribution pre alerts (Air freight) receiving and dispatching
• Administrative assistant.
• Coordinated with General Manager in different operational issues and promotional activities.
• Monitored employee productivity and optimized procedures to reduce costs.

• Successfully completed DSV Talent pool which lead to promotion within 2 years
• Coached 2 learners on DSV Bursary until the learners graduated to become permanent employees
• Passionate quality improvement and health & safety team member
• Maintained daily returns to re-arrange deliveries with 24 hours
• Successful Execution of ad-hoc collections and deliveries
• Manage Coastal, regional and distribution pre alerts (Air freight)
• Ordering of internal and external stationary for clients
• Completion of criminal checks For new recruits on SSB1 smart screen applications
• Monitoring Deliveries and confirming fleet returns for major banks STD BANK, ABSA, WESBANK
• Query escalations and resolution within 48 hours
• Fragile packaging of parcels.

Health and safet

Skills for Life