Shameema Roelofse
Returns Processing And Administration
Cape town
Summary
Dynamic and results-driven Returns Team Leader with 8+ years of experience in e-commerce operations and aftersales management. Proven expertise in streamlining return processes, optimizing team performance, and enhancing customer satisfaction. Adept at data analysis, stakeholder communication, and process improvement to reduce inefficiencies and drive operational success. Proficient in Zendesk, Google Sheets, and SLA management, ensuring compliance and accuracy in high-volume environments. Passionate about delivering customer-centric solutions and fostering team excellence.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
2
2
Languages
Work History
Returns Team Leader / Administrator
Zando
01.2016 - 12.2024
- Spearheaded efficient return processing, reducing turnaround time by 20% and ensuring compliance with company policies
- Resolved high-volume customer disputes with a 98% satisfaction rate, enhancing brand reputation
- Developed and implemented training programs for staff, improving accuracy and efficiency by 30%
- Managed resource allocation and staff planning, ensuring optimal workflow and team productivity
- Utilized Google Sheets and trackers to monitor return trends and identify areas for improvement
- Coordinated with internal departments and external vendors to ensure seamless return resolutions
- Acted as the primary point of contact in the absence of the manager, maintaining operational stability
- Ensured all returns met service-level agreements (SLA), reducing backlog issues and enhancing efficiency
- Reason for leaving: Retrenchment
Packer (Casual Worker)
Girly Clothing
01.2013 - 12.2013
- Assisted in inventory management, sorting, and packaging to ensure timely product distribution
- Maintained quality control standards, reducing packaging errors by 15%
- Reason for leaving: Contract Ended
Education
Matric Certificate -
Bonteheuwel High School
Certificate in MS Excel (Intermediate) - undefined
Retail Management Skills Training -
Edutel
Retail Management (Operational Finance) -
Edutel
Skills
- Returns & Aftersales Management
- Customer Dispute Resolution & Satisfaction
- Team Leadership
- Training & Mentorship
- SLA Compliance
- Performance Optimization
- Process Improvement
- Workflow Efficiency
Timeline
Returns Team Leader / Administrator
Zando
01.2016 - 12.2024
Packer (Casual Worker)
Girly Clothing
01.2013 - 12.2013
Certificate in MS Excel (Intermediate) - undefined
Matric Certificate -
Bonteheuwel High School
Retail Management Skills Training -
Edutel
Retail Management (Operational Finance) -
Edutel
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