Masheline Selinah Danster

Key Responsibilities

• Offering administrative support to the Sales Manager and Sales Department (Sales Representatives, Supervisors, Call Centre, and Sales Drivers) to ensure smooth daily operations.
• Maintain and update records, including employee schedules, payroll-related data, and training documentation.
• Handle incoming and outgoing correspondence with internal departments and external stakeholders to facilitate seamless operations.
• Organize and maintain the storeroom, ensuring safekeeping of promotional stock and company assets.
• Remuneration and Benefit Administration:

•Prepare and verify driver timesheets, allowances, and incentive figures for payroll processing while ensuring accuracy and confidentiality.

• Manage and reconcile monthly expenses reports, ensuring all expenditures align with budget constraints.
• Verify invoices before submitting them for payment approval.
• Recruitment and Selection Functions:
• • Assist in the recruitment process by booking and arranging training for newly employed brand promoters and new members to the sales team .
• Coordinate uniform procurement and distribution for new employees within the Sales Department.
• Manage promoter schedules and oversee their weekly and monthly performance tracking.
• Labour Relations Functions:
• Act as a liaison between the Sales Manager, Head of Accounting, and Bakery Manager to ensure effective communication and resolution of operational concerns.
• Address and escalate employee concerns related to payroll, leave, and workplace issues to relevant departments.
• Maintain records related to attendance, annual leave, and performance tracking.
• Skills Development and Training:
• Organize and facilitate training sessions for newly recruited brand promoters .
• Prepare presentations and reports for the Marketing Department's Monthly Portfolio of Evidence, contributing to skills development programs.

Monitor promoter performance and provide administrative support to ensure alignment with business objectives.

• Occupational Health and Safety Functions:
• Oversee storeroom safety by ensuring proper storage and organization of promotional stock and other company materials.
• Maintain compliance-related documentation, ensuring that health and safety standards are upheld.
• Coordinate with relevant departments to implement workplace safety policies.
• Individual Performance Management:
• Track and capture annual leave days for sales drivers and ensure accurate record-keeping.
• Monitor and report promoter performance, highlighting areas for improvement.
• Assist in the compilation of reports that contribute to individual performance assessments within the Sales Department
• Analyzed sales data to identify trends and areas of improvement, providing insightful reports to the sales team for strategic planning.
• Collaborated with cross-functional teams to ensure seamless order fulfillment, liaising between production, shipping, and finance departments.

Key Responsibilities

Customer Communication and Relationship Management:

• Handle a high volume of incoming call inquiries.

• Managed approximately 80-100 incoming calls and 25 emails per day .

• Build rapport with customers and suppliers.

• Educate customers on various products offered.

• Address and resolve electronic inquiries from clients.

Order Management:

• Obtain daily orders from customers through outgoing calls.

• Capture bulk orders received via emails daily.

• Verify and input customer data accurately.

Administrative and Reporting Tasks:

• Collect customer information to manage administrative and service reports.

• Maintain and achieve daily targets.

Customer Issue Resolution:

• Handle difficult customers and resolve arising queries.

• Investigate, follow up, and resolve complaints regarding late deliveries.

• Escalate queries to relevant departments for further intervention

Key Responsibilities

• Customer Support and Communication:

Provided comprehensive assistance to customers by promptly addressing all inbound calls, ensuring effective communication and understanding of client needs.

Handles a high volume of incoming call approximately 200 incoming calls on a daily basis .

• First-Call Resolution:

Strived to resolve customer inquiries and issues during the initial contact, aiming for first-call resolution to enhance customer satisfaction.

• Service Delivery and Client Retention:

Maintained consistent service quality to meet established standards, contributing to client retention and fostering long-term customer relationships.

• Issue Resolution and Escalation: Addressed and resolved customer queries efficiently; escalated complex issues to appropriate departments when necessary to ensure timely and satisfactory resolutions.

• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.

Key Responsibilities

• Sell life insurance policies ranging from R500,000 to R1,000,000.

• Identify and assess marketing opportunities to contribute to the growth of business insurance.

• Ensure daily and monthly sales targets are met.

Client Relationship Management:

• Build and maintain relationships with prospective clients.

• Gather information on all prospective client calls and promote the applicable life cover.

Process Adherence

• Follow all applicable processes when closing deals.

• Achieved top performance by strategically adapting to rapidly changing, competitive environment.
• Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
• Identified new business opportunities through cold calling, networking, marketing and prospective database leads.