Rafiq Booley
Cape Town
Summary
Results-oriented Digital Commerce Coordinator with expertise in e-commerce, key account management, and customer service. Manages digital account operations for a multi-brand portfolio, coordinating orders, returns, and management reports. Cultivates strong stakeholder relationships and supports commercial activities to enhance customer satisfaction.
Overview
1
1
Language
1
1
Certification
17
17
years of professional experience
Work History
Digital Commerce (DCOM) Coordinator
ARES HOLDINGS
01.2023 - Current
- Coordinate digital commerce and account operations across Ares Holdings' multi-brand portfolio, including Crocs, Vans and Under Armour.
- Managed digital account activities, supporting key and independent accounts and maintaining effective customer and brand relationships.
- Coordinated wholesale order fulfillment, sales order processing, tracking, and returns for key and independent accounts to ensure seamless operations.
- Coordinated onboarding of new accounts and managed account requirements for successful operational delivery.
- Prepared monthly reports and management business review (MBR) reporting to enhance visibility of account performance and operational activity.
- Support meetings and sell-in activities, upselling opportunities, risk management, budgets and forecasting.
- Achieved promotion due to demonstrated leadership and contributions in 2024.
E-commerce Customer Supervisor
FAITHFUL TO NATURE
07.2019 - 12.2022
- Coordinated e-commerce customer interactions across calls, email, live chat, and social media, ensuring timely responses and resolution.
- Managed customer complaints and escalations, addressed product inquiries, processed refunds and invoices, and oversaw back-order management to enhance customer satisfaction.
- Assisted in warehouse and logistics operations, ensured quality assurance, and streamlined day-to-day administrative tasks for improved workflow.
Customer Service Advisor
DENIS GEMS – MEDICAL AID SCHEME
09.2018 - 06.2019
- Addressed member enquiries regarding benefits, claims, authorisations, and service confirmations to ensure accurate information delivery.
- Facilitated team leader support to enhance administrative operations and maintain quality standards.
- Handled member enquiries for medical aid scheme benefits, claims, and cover details.
- Assisted members with hospital authorizations, preapprovals, and referral requests.
- Resolved complaints and escalated complex cases to relevant claims and benefits teams.
Senior Advisor / Senior Correspondence Advisor / Quality Assessor
WNS
04.2013 - 09.2018
- Supported British Gas residential campaign by managing customer relations, retention, technical meter queries, refunds, and inbound/outbound contacts to enhance customer satisfaction.
- Managed customer correspondence and email queries in multi-media team, providing technical support and coordinating utility logistics to streamline communication.
- Conducted quality assessments and ensured service standards across customer interactions to maintain high-quality service delivery.
Death Benefits Administrator
MAXIM EMPLOYEE BENEFITS
06.2011 - 02.2012
- Processed death benefit payout data and membership correspondence while providing office administration and telephone support.
- Administered MAXIM Employee Benefits enrollment, eligibility, and dependent verification records.
- Processed open enrollment changes using benefits administration systems and carrier portals.
- Coordinated COBRA, FMLA, and leave coverage with HR and payroll teams.
Administrative Assistant
PRP SEALRITE
02.2010 - 11.2010
- Streamlined filing and invoicing processes, managed banking tasks, provided telephone support, and resolved complex customer queries.
- Contributed part-time to team operations
- Managed phone calls and customer inquiries for sealcoating office.
- Scheduled appointments and coordinated service calendars for field crews.
- Prepared invoices, purchase orders, and billing records.
Education
Grade 12 / Matric -
Livingstone Senior Secondary School
Skills
- Digital commerce operations
- E-commerce administration
- Key account management
- Order fulfilment
- Returns management
- Marketplace management
- Inventory management
- Customer engagement
- E-commerce metrics
- E-commerce analytics
- Reporting & MBRs
- Budget forecasting
- Risk management
- Account onboarding
- Sales support
- Quality assurance
- Complaints and escalations
- Customer support
- Team coaching
- Support ticketing
- Data integration
- Data synchronization
- SAP (Front and Back Office)
- Magento
- Microsoft Office / Excel
- Supply chain management
- Microsoft Office / Excel
- Supply chain management
Personal Information
- Title: DIGITAL COMMERCE | KEY ACCOUNT MANAGEMENT | CUSTOMER OPERATIONS
- Driving License: Code B driver's licence
Certification
TEFL Certificate – Teach TEFL Language School
ADDITIONAL INFORMATION
- Title: DIGITAL COMMERCE | KEY ACCOUNT MANAGEMENT | CUSTOMER OPERATIONS
- Driving License: Code B driver's licence
Languages
English
First Language
Timeline
Digital Commerce (DCOM) Coordinator
ARES HOLDINGS
01.2023 - Current
E-commerce Customer Supervisor
FAITHFUL TO NATURE
07.2019 - 12.2022
Customer Service Advisor
DENIS GEMS – MEDICAL AID SCHEME
09.2018 - 06.2019
Senior Advisor / Senior Correspondence Advisor / Quality Assessor
WNS
04.2013 - 09.2018
Death Benefits Administrator
MAXIM EMPLOYEE BENEFITS
06.2011 - 02.2012
Administrative Assistant
PRP SEALRITE
02.2010 - 11.2010
Grade 12 / Matric -
Livingstone Senior Secondary School