Robyn-lee Brown

• End-to-end maintenance, administration and conversion for purchase order for assigned supply plan. (Order quantity, status changing, and master-data maintenance)
• Ownership of cross collaboration between inbound, retail and suppliers to improve order conversion and to ensure delivery and reduce PO intake risks. Intake SWOT analysis.
• Own Internal and external working relationship with processing houses to deal with escalations and business strategy and SLAs are met.
• Business report to exco and business on intake orders and stocks (supply vs plan), service levels of intake orders and business stock status @cost.
• Manage and own suspended stock buckets through distribution of unproductive inventory tasks, inclusive of tracking and final resolution.
• Distribute escalation reports and provide weekly reporting to monitor stock, non- sellable discrepancies and Marketplace inventory.
• Marketplace retail activities through creating new line listings for online Marketplace catalogue, stock and pricing updating based on Marketplace strategy.
• Demand planning activities - Stock balancing IBTs and Stock movement from Superbalist to Takealot Marketplace
• Supervising purchasing activities, as well as product returns and exchanges. Liaising with suppliers on product pricing, promotions, special orders, buy-backs, and damages.
• Support the execution of projects related to retail operations, analysis, roll-out, incubation of roll-out to business.
• Ad-hoc retail supply-chain and root-cause analysis
• SOP development, documentation and business roll out.
• Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
• Administration and resolution for purchase order related enquiries
• Purchase order quantity, size and barcode maintenance
• Purchase order delivery date amendments
• Purchase order conversions, status changes and order book reconciliations
• Cross collaboration between Inbound, Retail and Suppliers to improve order conversion and reduce PO risks
• Following up on Purchase orders to ensure delivery across key teams (Supplier, retail and Inbound)
• Working with processing houses to deal with issues and ensure delivery and SLA's are met
• Intake Reporting, tracking and stakeholder updates
• Reporting using QlikSense, QlikView, Tableau & Looker systems
• Analyzing data and build reports on effective ways of working

• Managed a team of 25-35 staff including a 2IC(2nd in command)
• Upskilling over performing agents to ready themselves for leadership/ QA roles
• Initiated disciplinary hearings and dealing with HR & IR issues
• Responsible for capturing of departmental overtime hours and submission to payroll
• Reporting of daily, weekly and monthly team performance
• Responsible for monthly KPI discussions, performance appraisals and increase & promotion discussions
• Increased efficiency and performance by monitoring team member productivity and providing feedback
• Planning & Workforce management by drawing up shifted schedules and forecasts against expected call and email volume and meeting SLA's
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
• Trained staff on operating procedures and company services
• Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs
• Compiled customer feedback and recommended service delivery improvements to management
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
• Facilitated inter-departmental communication to effectively provide customer support
• Investigated and resolved customer inquiries and complaints quickly.

• Managed a team of 10-15 staff including a 2IC(2nd in command)
• Exposure to disciplinary hearings and dealing with HR & IR issues with the guidance of HR
• Reporting of daily, weekly and monthly team performance
• Responsible for monthly KPI discussions, performance appraisals and increase & promotion discussions
• Increased efficiency and performance by monitoring team member productivity and providing feedback
• Responded to customer requests, offering excellent support and tailored recommendations to address needs
• Met all customer call guidelines including service levels, handle time and productivity
• Enhanced productivity levels by anticipating needs and delivering outstanding support
• Helped set and manage objectives for quality, productivity and compliance
• Maintained team compliance with company standards, safety practices and regulatory and environmental requirements
• Adhered to applicable guidelines and requirements, and assisted the team in doing the same
• Improved team efficiency and productivity by restructuring workflow and managing assignments
• Set schedules and oversaw daily workflow
• Sat on a new hire interviewing panel and made recommendations
• Tracked and analyzed reports to determine where improvements in the team could be made.
• Coaching, developing and upskilling employees for future leaders.

• 2IC(Second in command)-running a team of 20-25 staff members along with a direct reporting team leader.
• Used communication expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
• Identified and communicated customer needs to supply chain capacity and quality teams
• Set aggressive targets for employees to drive company success and strengthen motivation
• Managed client correspondence and tracked records to foster office efficiency.
• Coaching and training staff to meet KPI metrics
• Generated reports to track performance and analyze trends.
• Handling escalations and resolving customer complaints
• Liaised with Product, finance, Tech and warehouse teams to efficiently and effectively resolve client complaints and escalations

• Cape Town—Customer, Taking inbound and outbound calls
• Scheduling deliveries and collections as well as canceling them
• Sending outhourly update reports and creating spreadsheets to provide employees to work from
• Creating the daily breaks of employees to ensure there are work moving at every hour of the day
• Helping out at our FNB department, scheduling and validating cards and addresses
• Validating customer's addresses to ensure no delivery delays
• Helping out at our takealot customer service department, assisting customers with website queries and concerns
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
• Consulted with outside parties to resolve discrepancies and create effective solutions
• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Delivered a high level of assistance by locating products and checking store system for merchandise at other sites
• Referred customers to various services by evaluating needs and providing recommendations
• Provided pricing information to customers regarding specific products
• Used consultative sales approach to understand customer needs and recommend relevant offerings
• Functioned as backup in areas of sales, support, and services
• Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
• Assisted customers with prompt and polite support in-person and via telephone
• Drove store revenue by offering customers accessories and related purchases to complete selections
• Liaised with customers, management and sales team to better understand customer needs and recommendappropriate solutions.

Currently in progress