SAP
Somayya Mahomed
Client And Customer Services Manager
Benoni
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Client and Customer Service Manager
Xeon Logistics
02.2024 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with IT department to streamline customer data management.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
Operations / Warehouse management
Xeon Holdings
07.2023 - 01.2024
- Focus on ensuring that the operational aspects of the branch are executed as per client SLA
- Reporting and resolving any branch related issue
- Execution of branch deliveries from planning to final delivery
- Effectively managed budgets for multiple projects, ensuring alignment with financial targets while maximizing ROI.
- Collaborated with other supervisors on long-term strategic planning initiatives, contributing valuable insights from an operations perspective.
- Enhanced employee productivity with hands-on training and regular performance evaluations.
- Improved operational efficiency by streamlining processes and implementing best practices in operations management.
- Managed cross-functional teams to ensure seamless coordination between departments for optimal results.
- Monitored key performance indicators to track progress towards company goals, making necessary adjustments to stay on target.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed bi-weekly payroll for 30+ employees.
Customer Service Manager
Xeon Holdings
10.2020 - 06.2023
- Overseeing of the customer services department, including management of 5 – 10 staff members
- Duties include monthly KPI reporting, daily analysis on deliveries and issues encountered
- Shipment costing and liaising with all departments to ensure time sensitive deliveries are planned and executed with precision, clients updated real time with delivery information
- Issues logged and closed of within allocated timelines
- Responsible for the operational results of the Customer Service Centre / Command Centre
- Overview and improvement of processes and procedures to ensure team focus
Key accounts manager
Xeon Holdings
01.2020 - 09.2020
- Managing of 4 x FMCG key accounts in terms of orders received, planning, deliveries, queries etc
- Growth of customer interactions via business portal / E business
Operations administrator
Crane Connexion Pty Ltd.
01.2018 - 09.2019
- Company Overview: Hydraulic repair workshop formed in 2017, servicing the local municipalities along with selected private entities
- Thereby facilitating the need to implement process and procedures
- Including, quoting, job cards, invoicing, debtors, credits, reconciliations, payments, procurement and logistics
- Hydraulic repair workshop formed in 2017, servicing the local municipalities along with selected private entities
Administration Manager
600SA Holdings Pty Ltd.
01.2012 - 12.2017
- Company Overview: Hydraulic engineering business with the key focus on improving profitability in the repair workshop
- Implementation of service level agreements, procurement procedures, workflow planning
- Responsible for ensuring monthly targets are met in terms of invoicing, debtors collections, vehicle stock book maintenance, creditor invoices
- Work in progress, customer complaints, non-compliance requests
- Monthly review of budget and income statement
- Performance appraisals
- All systems and procedure training
- Hydraulic engineering business with the key focus on improving profitability in the repair workshop
Workshop Admin Manager
600SA Holdings Pty Ltd.
01.2008 - 12.2012
- Planning all aspects of the workshop, installations, in-house service, and field service
- Quotations, Invoices, Credit Notes, Debtors reconciliations
- Creditor’s reconciliations, Procurement, Logistics, inventory Controls, Warranty Claims
- Natis applications
- Systems training
Office administrator
Psitek SA Pty. Ltd.
01.2006 - 12.2008
- Company Overview: A telecommunication company involved in the manufacturing and distribution of related products to under developed areas
- Tasks included, office management, dealing with walk in clients, processing of orders, planning deliveries
- Quotations, tender compilation and costing
- CRM implementation and maintenance
- Budget review on a monthly basis
- Service Level Agreements
- A telecommunication company involved in the manufacturing and distribution of related products to under developed areas
Sales and Service Administrator
600SA Holdings Pty Ltd.
01.2005 - 12.2006
- Liasing with customers
- Costing, typing of sales quotations, service quotations, tenders
- Follow up on customer orders
- Resolving all sales and service queries
- Processing of sales orders, invoices
- Processing of service invoices
- Secretarial function to the sales department
- Travel arrangements, minutes of meetings
- Debtors queries
Education
Grade 12 -
Liverpool Secondary School
Short Course in Operations Management - undefined
University Of Cape Town
Certification in Business Administration - undefined
Intec
Skills
Customer service
Technical support
Workflow management
Time management
Administrative support
Customer relations
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Service delivery optimization
Software
SYSPRO
MICROSOFT
AUOTLINE
Timeline
Client and Customer Service Manager
Xeon Logistics
02.2024 - Current
Operations / Warehouse management
Xeon Holdings
07.2023 - 01.2024
Customer Service Manager
Xeon Holdings
10.2020 - 06.2023
Key accounts manager
Xeon Holdings
01.2020 - 09.2020
Operations administrator
Crane Connexion Pty Ltd.
01.2018 - 09.2019
Administration Manager
600SA Holdings Pty Ltd.
01.2012 - 12.2017
Workshop Admin Manager
600SA Holdings Pty Ltd.
01.2008 - 12.2012
Office administrator
Psitek SA Pty. Ltd.
01.2006 - 12.2008
Sales and Service Administrator
600SA Holdings Pty Ltd.
01.2005 - 12.2006
Short Course in Operations Management - undefined
University Of Cape Town
Certification in Business Administration - undefined
Intec
Grade 12 -
Liverpool Secondary School
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