MS PRAKASHNEE (TRACY) SINGH

Goal Setting & Monitoring
- Set and achieved operational objectives in collaboration with management, resulting in 25% increase in productivity within 6 months.
- Identified and tracked key performance indicators (KPIs), improving operational efficiency by 30% through strategic implementations.

Staff Management
- Supervised and led a team of employees, achieving 95% staff retention rate through effective guidance and support.
- Implemented training programs, resulting in 40% increase in staff skills and knowledge within 9 months.

Compliance & Quality Control
- Ensured 100% compliance with industry regulations through process implementation and monitoring.
- Edited and proofread documents, achieving 99.5% accuracy rate.

Process Improvement
- Optimized workflow processes, reducing operational costs by 20% within 12 months.
- Implemented new technologies, increasing productivity by 15%.

Collaboration & Communication
- Fostered strong relationships with stakeholders, ensuring alignment between operational activities and organizational objectives.
- Established clear communication channels, reducing miscommunications by 30%.

Financial Management
- Managed budgets effectively, delivering projects on-time and within financial constraints (average savings: 10%).
- Reduced financial inconsistencies by 25% through rigorous billing invoice and expense report verification.

Problem-Solving & Decision-Making
- Resolved operational issues, reducing downtime by 40%.
- Made data-driven decisions, improving supply chain efficiency by 25%.

Reporting & Strategy
- Provided regular reports on operational performance, informing strategic initiatives.
- Identified and implemented opportunities for growth, achieving 12% increase in revenue.

Additional Achievements
- Developed and implemented operational policies and procedures.
- Conducted performance reviews, identifying areas for improvement.
- Led hiring, onboarding, and training initiatives.
- Enhanced customer satisfaction through clear communication channels.

Software applications used

Quickbooks, Veeva, Salesforce, Excel, Powerpoint, Adobe, InDesign, Adobe Illustatrator, Canvas, Canva

Customer Service Strategy
- Developed and implemented customer service strategy, aligning with business objectives, resulting in 25% increase in customer satisfaction within 12 months.
- Created standard operating procedures (SOPs) for orders, warehouse, and service departments, reducing errors by 30% within 9 months.

Team Management
- Recruited, trained, and managed a team of customer service representatives, achieving 95% staff retention rate and 20% increase in productivity within 18 months.
- Coached and mentored staff, setting performance targets resulting in a 15% improvement in customer satisfaction scores.

Customer Issue Resolution
- Resolved 95% of escalated customer issues within 24 hours, maintaining customer satisfaction and loyalty.
- Reduced customer complaints by 80% within 12 months through proactive issue resolution.

Performance Monitoring
- Monitored and analyzed customer service metrics, tracking key performance indicators (KPIs) such as response times (reduced by 30% within 6 months) and customer satisfaction scores (increased by 12% within 9 months).

Process Improvement
- Implemented process improvements, increasing efficiency by 25% and effectiveness of customer interactions by 20% within 12 months.
- Streamlined support processes, reducing resolution times by 40%.

Collaboration & Communication
- Collaborated with sales, marketing, and product development departments, ensuring a cohesive customer experience across touchpoints.
- Facilitated cross-departmental meetings, resulting in a 20% increase in interdepartmental communication.

Training & Development
- Provided ongoing training and development opportunities, enhancing staff skills and knowledge by 30% within 12 months.
- Developed customer service manual, standardizing procedures across departments.

Reporting & Strategic Planning
Monthly Management Reporting:
- Prepared and presented monthly reports management meetings, highlighting key performance metrics and areas for improvement.
- Tracked and analyzed trends, identifying opportunities for growth and optimization.
Quarterly Department Strategies:
- Developed and implemented quarterly strategies to address emerging trends and customer needs.
- Collaborated with cross-functional teams to ensure alignment and effective execution
Annual Department Business Plans:
- Created and executed annual business plans, aligning with organizational objectives and customer service strategy.
Established clear goals, objectives, and key performance indicators (KPIs) to measure success.

Key Achievements
- Boosted customer retention rates by 15% through exceptional problem-solving and relationship-building effor
- Improved team productivity by 20% through flexible working arrangements and recognition programs.
- Maintained accurate records, ensuring easy retrieval of customer interactions.
- Analyzed customer feedback, identifying trends and areas for improvement.

- An incredible reduction in customer complaints by 80%

Software applications

SAP Business One, Data Transfer Workbench, Quickbooks, Microsoft Office, SAGE Payroll and HR

Leading and Developing the Team
- Motivated, coached, and trained internal sales team to achieve 25% increase in sales within 12 months.
- Conducted regular performance reviews, providing constructive feedback and achieving 30% improvement in team performance within 9 months.
- Implemented SAP and SOP training programs, enhancing team knowledge and skills by 40% within 6 months.

Setting and Monitoring Sales Targets
- Collaborated with Sales Manager to set realistic sales targets, achieving 95% target attainment within 12 months.
- Monitored team performance, providing guidance and support to ensure 20% quarterly sales growth.

Implementing Sales Strategies
- Developed and implemented sales strategies with Sales Manager, increasing sales revenue by 18% within 12 months.
- Analyzed market trends and customer needs, identifying new sales opportunities and expanding customer base by 25% within 10 months.

Customer Service and Concerns
- Ensured excellent customer service, resolving 95% of customer concerns within 24 hours.
- Maintained high-quality customer service, achieving 92% customer satisfaction rate.

Reporting and Analysis
- Provided regular management reports on team performance and sales activities.
- Analyzed sales data, identifying trends and areas for improvement, and recommending changes to increase revenue by 12% within 6 months.

Collaboration and Compliance
- Worked closely with finance, warehouse, and customer service departments to ensure cohesive sales approach.
- Ensured adherence to health, safety, and regulatory requirements, updating SOPs to align with organizational goals.

Software Applications

SAP HANA, SAP CRM, Microsoft Office, DTW

Administrative Support
- Coordinated travel arrangements for staff, achieving 100% on-time departure and return rates within 12 months.
- Maintained office operations, ensuring 99% uptime and efficiency.
- Managed procurement process, reducing costs by 15% within 6 months.

Marketing and Communications
- Created monthly newsletters, editorials, and email signatures, increasing brand visibility by 20% within 9 months.
- Developed and implemented marketing campaigns, boosting brand awareness by 30% within 12 months.
- Designed promotional materials (brochures, flyers, banners) enhancing visual appeal and effectiveness.

Event Management
- Organized exhibitions and trainings, increasing brand visibility and generating over new leads in each event.

Reporting and Analysis
- Created spreadsheets, graphs, and budgets, submitting accurate travel reports to treasury within 24 hours.
- Conducted market research, identifying trends, and informing marketing strategies.

Stakeholder Management
- Built excellent customer relationships, responding to inquiries within 2 hours and achieving 95% customer satisfaction.
- Managed supplier and customer queries, resolving 90% of issues within 24 hours.

Digital Marketing
- Implemented SEO best practices, boosting search engine rankings by 40% and increasing organic traffic by 25% within 6 months.
- Managed social media, enhancing customer engagement by 30% within 7 months.

Team Collaboration
- Coordinated cross-functional teams, executing projects on time and within scope.
- Facilitated communication between internal departments, ensuring higher-quality outputs.

Process Improvement
- Streamlined office processes, improving efficiency by 25% within 6 months.
- Updated company CRM system, ensuring accurate data tracking.

Software Applications:

SAP HANA, SAP CRM , Online Newsletter Creator, Micrrosoft Office

Financial Management
- Managed full creditors function for local and foreign transactions, ensuring 99% accuracy and timely payment within 12 months.
- Maintained accurate cash books, journals, and asset records, reducing errors by 20% within 6 months.
- Successfully managed VAT and EMP201 submissions, achieving 100% compliance within 12 months.

SARS Submissions
- Submitted VAT, UIF, and PAYE returns via SARS eFiling, ensuring timely and accurate submissions ¹.
- Ensured compliance with SARS regulations and guidelines for PAYE, UIF, and VAT submissions.

Audit and Compliance
- Prepared and submitted documentation for BBBEE audits, ensuring 100% compliance.
- Managed and submitted Workman's Compensation returns, ensuring accurate and timely submissions.
- Maintained accurate records for audit purposes.

Association Management
- Managed subscriptions and memberships of the organisation with professional associations, ensuring up-to-date knowledge of industry trends and regulations.

Cash Flow and Financial Reporting
- Improved cash flow management, ensuring 95% of company liabilities were met on time and surplus funds were invested wisely within 9 months.
- Prepared accurate balance sheets, reducing discrepancies by 15% within 6 months.
- Enhanced financial reporting accuracy through meticulous data analysis and reconciliation efforts, achieving 99% accuracy within 12 months.

Supplier Management and Negotiation
- Negotiated with vendors, reducing expenses by 12% within 9 months.
- Developed and enforced stricter credit control policies, reducing outstanding accounts receivable by 20% within 6 months.

Team Leadership and Training
- Trained new employees on accounting principles and company procedures, achieving 90% proficiency within 3 months.
- Led regular training sessions on accounting best practices and software updates, enhancing team productivity by 15% within 6 months.

Software Applications:

SAP HANA, Microsoft Office, SARS, Department of Labour, CIPC

Financial Management
- Managed full creditors and debtors function for local and foreign transactions, ensuring 99% accuracy and timely payment within 12 months.
- Maintained accurate cash books, journals, and asset records, reducing errors by 20% within 6 months.
- Successfully managed VAT and EMP201 submissions, achieving 100% compliance within 12 months.

Accounting Operations
- Prepared and reconciled cash flow statements, balance sheets, and petty cash records.
- Conducted regular bank reconciliations, ensuring 100% accuracy.
- Maintained accurate and up-to-date financial records.

SARS Compliance
- Submitted VAT, UIF, and PAYE returns via SARS EasyFile, ensuring timely and accurate submissions.
- Managed and submitted Monthly Employer Declarations (EMP201) and Employer Reconciliation Declarations (EMP501).
- Ensured compliance with SARS regulations and guidelines.

Supplier and Customer Management
- Negotiated supplier contracts, reducing expenses by 12% within 9 months.
- Developed and enforced stricter credit control policies, reducing outstanding accounts receivable by 20% within 6 months.
- Liaised with customers and suppliers, resolving 95% of queries within 24 hours.

Audit and Compliance
- Prepared and maintained audit files, ensuring 100% compliance.
- Collaborated with external auditors, ensuring smooth and efficient audit process.

HR and Payroll Management
- Managed payroll, ensuring 100% accuracy and timely payment within 12 months.
- Administered salaries, benefits, and HR functions.

Team Management
- Supervised a team of diveres and pharmacists.
- Oversaw day-to-day operations, ensuring seamless execution.

Software Applications:

Quicbookbooks, SAP, MPS Pharmacy System, Sage Payroll, Microsoft Office