Nicole Chapman

• Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
• Collaborated with executive leadership on strategic planning initiatives to drive business growth.
• Developed training programs for staff, enhancing team performance and skill sets.
• Improved overall productivity with the introduction of innovative process improvement initiatives.
• Led cross-functional teams to achieve company goals, fostering collaboration and communication.
• Streamlined operational processes by identifying inefficiencies and implementing best practices.
• Project management: Enhanced team productivity with implementation of agile methodologies, significantly reducing project turnaround times.
• Assisted in recruiting, hiring and training of team members.
• Reported issues to higher management with great detail.
• Trained and guided team members to maintain high productivity and performance metrics.
• Customer relations management: Interacted well with clients to build connections and nurture relationships.
• Financial Management: Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Implemented staff programs to increase employee loyalty and job satisfaction.
• Business Development: Involved in sales processes from lead generation and quoting. Identified and qualified customer needs and negotiated and closed profitable projects.

Software and digital Projects:

• Project Management for Galelo: SaaS builds of SimplyBEE (B-BBEE compliance and planning software), Simply Content and Multichoice Talent Factory - Extended Cut (business and TV media project presentation software), Xasa for Multichoice Innovation Fund (Funding application and investment sourcing software); Support Project Management for above sites.
• Project Management for SA Tourism (SAT): Meet South Africa (Magento) headless website and PWA build and support including digital library for SAT assets, meetings creation for international tourism expos, reporting, etc.
• Design-a.store Magento ecommerce sites: project management, design and build of Lunatree ZA, Moondance, Debuild, Wag-a-doo Too, Coco and Ry, Loomtex SA

• Successfully managed multiple projects across brands working with the various brand teams simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organisational goals.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Monitored project performance to identify areas of improvement and make adjustments.
• Guided developers in issue assessment and technical solutions planning.

Projects:

• Management of Church & Dwight UK/EU brand sites: Redesign and build of Wordpress sites - Arm & Hammer, Trojan Brands, Batiste, Femfresh, Sterimar, Pearl Drops, Nair, Replens, Oxiclean, Orajel; Planning: Waterpik (Magento e-commerce).
• Support Project Management (e-commerce): Toppik, Viviscal, Latest in Beauty, Les Ambassadeurs
• Project admin, QA management, and testing for Fortnum & Mason website relaunch.
• Management of PIM implementation: Seasalt Cornwall
• Platforms: Magento, WordPress, Akeneo PIM, Node-RED, Braintree payment gateway

• Managed the opening of Redbox Digital in South Africa including business and tax registration, set up of office facilities, etc.
• Established reporting systems facilitating informed decision-making at both regional and corporate levels.
• Business development and sales: Lead generation, needs assessment and quotations.
• Client relations management: establishing and managing client accounts.
• Vendor relations: establishing and maintaining relationships with software suppliers
• Project administration for local projects
• Assessed employee performance regularly providing constructive feedback enabling targeted professional growth.
• Identified new market opportunities driving expansion efforts into untapped territories increasing overall company presence.

• Planned, designed, and scheduled phases for a large project.
• Monitored project performance to identify areas of improvement and make adjustments.
• Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
• Identified plans and resources required to meet project goals and objectives.
• Provided detailed project status updates to stakeholders and executive management.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.

Projects:

• Project management for Galelo SaaS build of Xasa software and Support.

• Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
• Provided ongoing staff development opportunities through training and guidance.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense invoices.

Accounting duties and roles:

• Billing and accounts receivable
• Facilitating debt collection
• Accounts payable including recon and payments.
• Purchasing
• Bank recon
• Project Accounting (e.g. merger & demerger)
• Management Accounts preparation
• Audit preparation
• Telecommunications industry compliance

Software roles:

• Project architecture and management of (previously manual processes) automation of sales commission in-house system for use by Accounts department, Sales persons, Agents, and executive management.
• Bug identification for in-house client management system, i.e. Comtel's Clientzone
• Bug identification and improvements for custom in-house built accounting system