Phumeza Diko
Customer Support Specialist
Johannesburg
Summary
I am a highly productive individual offering 16 years of experience, who is passionate about innovation and problem solving, coupled with a unique combination of skills and capabilities acquired throughout my career. I have demonstrated experience in Management, Customer Service, Administration and Account management from the Logistics/ Warehousing, Insurance, IT and Banking industries. I’m a versatile and dynamic individual who excels in challenging roles that are focused on development, objectives, strategic planning, setting processes and procedures, as well as setting standards for continuous improvement. I believe that I can make an effective contribution to your company for the following reasons: My experience from my previous employment, my ability to get on with people and work as a team member.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Production Supervisor
NetFlorist
Johannesburg, Gauteng
05.2022 - Current
- I supervise a team of 12 Packers, 5 Quality controllers, 2 Accepting Clerks and 1 Team leader.
- Boost production throughput and quality by revamping procedures and monitoring strategies.
- Manage internal operational standards and productivity targets.
- Compile production equipment status reports, detailing orders produced, downtime duration and potential quality concerns.
- Establish clear priorities and production quality standards.
- Reduce obstacles and variables to maintain production performance and meet deadlines.
- Evaluate team member performance regularly to identify and resolve productivity concerns.
- Resolve issues quickly to maintain productivity goals.
- Create informative documents with SQL Server Report to provide clear direction to employees on how to produce, package and label products.
- Work with stakeholders in the organization to improve processes and meet companies commercial and financial objectives.
Process Improvement Specialist
Scania
Johannesburg
02.2017 - 07.2021
- Coach - Improvement Team (Responsible for 2 regions ZAPC Parts Logistics warehouse South Africa and Call Centre) mainly dealing with Process mapping, System and Procedure monitoring
- Led a team of 8 people who are heads of departments
- Drive improvement meetings and follow up meetings
- Organize workflow and activities to meet customer time frames and warehouse cut-off times
- Develop Dealers (Streamline processes to assist with resolving customer complaints, updating SOP's and working with ISO standards
- Teamed with disciplinary leaders on determining annual operational targets and outlining needed quality improvements.
- Changed existing processes and implemented new processes to improve efficiency by 85%.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Improved Picking, Dispatch and Returns processes to meet company goals for earnings, quality and completion.
- Implemented lean production methods to reduce waste by 90%.
- Developed custom value stream mapping to monitor production efficiency.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Evaluated current processes to develop improvement plans.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Collected, organized and modeled data using Excel and Visio
- Produced detailed and relevant reports for use in making business decisions.
- Strengthened Warehouse storage systems to enhance efficiency and minimize labor requirements.
- Worked with cross-functional warehouse teams to develop and implement manufacturing processing improvements and drive quality mindset resulting in 90% increase in productivity, 90 % increase in throughput.
- Applied mass balance, capability analysis and design of experiment to process improvement for overall process overhaul.
Customer Support Specialist
Scania Logistics
Johannesburg
02.2015 - 01.2019
- Responsible to operate as the primary point of contact for key account/stakeholders for purpose of retention and growth of business
- Maintained excellent customer relationships through effective service delivery.
- Assisted with daily tasks with the objective of retaining and growing the defined portfolios
- Generated reports for different Dealers measuring KPI for example Availability, Reachability, Purchase Behavior and ITR (Inventory Turn Ratio) as well Stock Turn Over Ratio.
- Followed up on claims from Dealer networks and gave detailed analysis on route course.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met.
- Developed pipeline to monitor sales progress and boost company revenue.
- Invoicing dealer orders
- Stock taking
- Liaising with different internal departments to ensure delivery to clients against contractually agreed standards
- Compile reports for operations
- Providing product procurement support for internal channels
- Processed local Dealer and export orders
- Arranged transportation for after hours customer and dealer orders
- Worked with the Dispatch, Receiving and Picking departments in the warehouse
- Responsible for purchasing products being used in the warehouse
- Sourced parts from dealer networks in Southern Region and Belgium
- Responsible for ordering PPE for the warehouse
- Ensuring that Health and safety rules are being adhered to planning drills with the H&S team
- Responsible for the H&S books., Engaging with the customers telephonically in a professional way as specified in the service standards
Product Support Administrator
Ilanga Information Systems
Johannesburg
11.2013 - 01.2015
- Assist the multi-level Helpdesk provide level 2 and 3 technical support for our custom- developed applications, monitoring critical logs, and working directly with users to troubleshoot issues, provide application support, and identify/recommend solutions
- Work closely with the software development teams to resolve software, data, configuration, and other operational issues
- Liaise between users, technical support and software development teams
- Identify root cause issues and look for patterns in cases to make sure they don't happen again
- Clearly define the issue and use excellent judgment on cases to identify priorities
- Daily Operational functions, allocations, rejections, collections, confirmations
- Daily report maintenance and execution through TS utilizing SQL
- Broker database setup
- System testing - UAT and sign-off of systems enhancements
- General support administration, Data extracts Report investigation, Product setup
- Administration of issue view and allocate issue accordingly
- Remote support, user maintenance and creation Terminal server account creation
- Monitor all inbound issues via email.
Policy Administrator/Call Centre Agent
Innovation Group
Johannesburg
11.2010 - 10.2013
- Campaigns worked on:
- Ned-Group, Dent-Doctor, Credit Shortfall, Nedbank, MFC, 1st For Women, Dial Direct, Standard Bank, Stannic, Absa, Bankfin, Budget, Guard risk, Auto & General, Traffic Toyota, Car Auto Mate, Edu Loan
- Answering incoming calls, attending to claim queries, verifying invoices sent by dealers and policy holders and processing payments
- Checking status of the claim and advising dealers accordingly
- Generating claim reports for Motor dealers, validating policy on the system
- Generating remittance reports on the system and sending to motor dealers as per request
- Processing refunds within the turnaround time
- Loading policies on warranty and maintenance systems
- Capturing customers personal and vehicle details on the systems
- Logging queries and escalating to relevant departments
- Making outbound calls to customers regarding feedback on the policies
- Assisting customers with the policy premiums, outstanding balances, and payment term
- Cancelling policies as per customer or bank request
- Assisting dealers with claims procedure and confirming policy status on Service plan, Maintenance plan and Warranty plan, re-instating policies
- Advising on the policy cover
- Validating policies for Road Side assistance
- Systems worked on; Jira, CWA, CMA and One View
Online Banking Administrator
First National Bank
Johannesburg
10.2006 - 06.2010
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Engaging with the customers telephonically in a professional way
as specified in the service standards. - Dealt with customer complaints relating to online banking
activities, ensuring it is resolved to the satisfaction of the
customer. - Built and maintained enduring and rewarding relationships
with customers. - Ensured Banks Brand values are practiced and other.
- Captured client details on systems and escalating queries to
production support, assisting clients in operating the system,
Verifying clients details against the system. - Attended to all technical queries.
- Worked on Siebel, Hogan, Back Office, Query tool, Oassys.
tracing of payments. Screening of calls, taking messages,
typing, faxing, photocopying.
Education
Lean Six Sigma White Belt - undefined
Opex Learning
Course: Call Centre Certificate - undefined
Cornerstone HR
Grade 12 - undefined
Jabulani Technical High School
BBA - Bachelor of Business Administration
Regenesys Business School
Johannesburg, South Africa 02.2022 - Current
Project Management Foundations -
LinkedIn Learning
01.2022 - 02.2022
Skills
Team playerData analysisHandling pressureConflict resolutionTelephone etiquetteComputer literateTime managementFlexibility, ReliabilityInterpersonal skillsCustomer orientationOrganizing skillsPlanning skillsCommunication skillsSalesDistributionWarehousingAnalytical skillsVendor relationNegotiation skillsRisk managementAdministration supportDaily report maintenanceInvoicing and procurementSupply chain operations
Microsoft Office (Word, Excel, PowerPoint)
Business Process Analysis
Multitasking Abilities
Planning and Coordination
Lean manufacturing concepts
Process improvement solutions
Timeline
Production Supervisor
NetFlorist
05.2022 - Current
BBA - Bachelor of Business Administration
Regenesys Business School
02.2022 - Current
Project Management Foundations -
LinkedIn Learning
01.2022 - 02.2022
Process Improvement Specialist
Scania
02.2017 - 07.2021
Customer Support Specialist
Scania Logistics
02.2015 - 01.2019
Product Support Administrator
Ilanga Information Systems
11.2013 - 01.2015
Policy Administrator/Call Centre Agent
Innovation Group
11.2010 - 10.2013
Online Banking Administrator
First National Bank
10.2006 - 06.2010
Lean Six Sigma White Belt - undefined
Opex Learning
Course: Call Centre Certificate - undefined
Cornerstone HR
Grade 12 - undefined
Jabulani Technical High School