Results-driven professional with a Bachelor of Commerce in Economics and Supply Chain Management and experience in Operations and Customer Service. Proven ability to adapt to changing priorities while maintaining a strong work ethic and positive attitude. Skilled in meeting planning and effective communication across all organizational levels, with a talent for stakeholder relationship management. Committed to supporting business objectives through creativity, collaboration, and value-added contributions.
Hi, I’m
Nomfundo Siphokazi Gwamanda
Johannesburg,GP
Summary
Work History
Klipboard South Africa
ERP Customer Support Analyst
10.2020 - Current
Job overview
- Assisted customers with problems and queries relating to the Software and system processes.
- Resolved queries by using investigative skills and taking into account customer business and operational processes
- Assisted customers with problems and queries relating to the application software post-implementation and the GO LIVE
- Resolve problems by using investigative skills and taking into account customers business and Supply chain operational practices
- Developing Customer strategies
- Compile customer reports
- Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
- Managing, prioritizing and progressing their adopted calls, in particular:
- Effectively and promptly resolving calls, ensuring old calls are kept to a minimum
- Accurately investigating, identifying and rectifying both the causes and the symptoms of problems as well as running projects to
- Development and maintenance of Standard operating procedures
- Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customer
- Escalating calls and seeking advice when appropriate
- Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
- Regularly updating customers regarding the status of their calls
- Effectively handling complaints and call escalation requests from customers
- Identifying calls that are not support calls and dealing with these following the correct procedures, for example
- Assisting less experienced members of the team with their calls
- Continually and pro-actively acquiring and retaining knowledge of new products and systems
- Pro-actively using the Intranet to share and update knowledge
- Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
- Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
- Following and applying the standard Commercial Software Support Procedures and Practices
- Continually and proactively acquiring and retaining knowledge of the software and systems
- Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
- Undertaking any other projects as required by their Manager or the Support Director
Cummins Filtration
Supply chain Coordinator
11.2016 - 04.2019
Job overview
- Governance structure, managed processes, plans, procedures tools.
- Conducted regulations impact assessment and developed business requirements, thereafter developed project plans as per the gaps identified.
- Identified process improvement opportunities in the business regarding Quality, Cost & Delivery and recommended solutions for future processes
- Participated in six sigma and supply chain improvement projects
- Reviewed potential supply chain failures and mitigate associated risks
- Executed daily operational logistics processes
- Work with and support key internal partners (Finance, Sales, and Technical Support) and senior management to obtain relevant business factors to develop inventory strategies.
- Customer Relationship Management - building relationships with various stakeholders within Cummins Established Africa Middle East.
- Effectively communicate and maintain visibility to inventory related business priorities and production plans.
- Monitor performance and inventory to develop procedures to proactively identify issues impacting results.
- Lead and communicate efforts to identify issues and to resolve issues to quantify their impact to the business.
- Maintain strong relationships and communication links to key business partners, both internal and external (key vendors and supply chain partners)
- Organize weekly and bi-weekly supply chain meetings
- Implemented and monitored lean/ 5s projects
- Weekly and monthly reporting on stock trends in the Africa middle east region (Excel, pivot tables)
- Coordinating the Excess and obsolete returns process throughout Africa- therefore engaging with African leaders
Cummins Global Logistics
Operations graduate
02.2016 - 11.2016
Job overview
- Receiving and assessing the quality of inbound shipments
- Debriefing the Invoice
- Dealing with queries from internal and external customers
- Maintain electronic filing system
- Scanning and dating all documents
- Providing reception and telephone service
- Performing administrative function
- Checking the information produced to ensure accuracy
- Presented reports to Management
- Distribution of stock to various customers around the country to achieve on time deliveries – Liaising with customers on a daily basis
- Procurement of office and warehouse supplies
- Liaise with suppliers
- Match invoices and give purchase orders
Imperial Logistics
Receiving Clerk
01.2014 - 01.2016
Job overview
- Ensured timely inbound deliveries by verifying all necessary documentation.
- Assessed product quality upon receipt to maintain high standards.
- Resolved receiving issues by inspecting and determining product acceptance or rejection.
- Coordinated with buyers to manage product returns effectively and efficiently.
- Input received items into the system to maintain accurate inventory records.
- Trained operators on procedures to enhance team efficiency and performance.
- Created management reports to provide insights into inventory and operations.
Education
University of KwaZulu-Natal
B.Com from Supply Chain Management and Economics
01.2014
University Overview
Skills
- Process Analysis & Reengineering
- Coordination and Projects
- Reporting
- Warehouse Coordination
- Customer Services
References
References
- Rhofiwa, Savhase, Senior Trade Analyst, +2772 535 3818, Kerridge Commercial Systems , rofhiwa@gmail.com
- Sithandiwe, Mtshali, A.M.E Materials Manager, msithansiwe@gmail.com, 076 904 0687, Cummins
- Thabang, Mooketsi, Warehouse Supervisor, 078 683 8097, Cummins Filtration
Timeline
ERP Customer Support Analyst
Klipboard South Africa
10.2020 - Current
Supply chain Coordinator
Cummins Filtration
11.2016 - 04.2019
Operations graduate
Cummins Global Logistics
02.2016 - 11.2016
Receiving Clerk
Imperial Logistics
01.2014 - 01.2016
University of KwaZulu-Natal
B.Com from Supply Chain Management and Economics