Power BI
Tamara Lisa Volsum
Account Specialist
Durban
Summary
I am an energetic and optimistic Customer Service Professional with over a decade of experience in addressing and resolving complex customer inquiries. My expertise lies in the FMCG industry, where I have honed my skills in streamlining operations and boosting team productivity. With a proven track record of managing national customer accounts, I excel at delivering exceptional service and fostering meaningful client relationships. My approach is centered on efficiency and effectiveness, ensuring that every customer interaction contributes to sustained business success.
At Vector Logistics, I have consistently demonstrated excellence in customer engagement and organizational skills, significantly enhancing client satisfaction and operational efficiency. My proficiency in Microsoft Office and strategic account management has driven substantial business development, achieving remarkable improvements in customer relationships and operational processes.
Overview
12
12
years of professional experience
Work History
Account Specialist
Vector Logistics
11.2023 - Current
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Completed routine and complex account updates to resolve problems.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Analyzed financial data and generated accurate, insightful reports for management.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Performed comprehensive business analysis of service performance, SLA compliance, and cost trends, ensuring customer queries were promptly resolved.
- Demonstrated acute understanding of sales and rate fluctuations, strategically identifying collaborative opportunities to enhance customer profitability.
- Orchestrated effective communication between customers and
Vector, liaising with key departments such as operations, supply chain, finance, and commercial. - Organized and led quarterly review meetings, ensuring alignment with client goals and expectations.
Account Assistant
Vector Logistics
01.2022 - 10.2023
- Supported the timely completion of month-end closing activities, improving overall financial operations.
- Facilitated smooth internal audits by preparing supporting documents promptly upon request from auditors or management personnel.
- Managed accounts payable and receivable processes, maintaining healthy cash flow for the company.
- Ensured proper record-keeping through meticulous data entry and filing practices, reducing information retrieval time significantly.
- Used advanced software to prepare documents, reports, and presentations.
- Streamlined account management processes for improved efficiency and reduced errors.
- Prepared detailed reports on financial performance, assisting management in making informed decisions about resource allocation.
- Provided exceptional customer service by addressing client inquiries promptly and effectively, resulting in increased satisfaction rates and repeat business.
- Efficiently oversee retail account operations
- Implement standardized reporting protocols to ensure
consistent and accurate messaging internally and externally. - Spearhead vendor onboarding processes and project
management initiatives. - Administer pricing strategies for various suppliers and
proactively address billing discrepancies.
Customer Service Team Leader
Vector Logistics
05.2019 - 12.2021
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Crafted and articulated strategic objectives, aligning team efforts with overarching company goals.
- Contributed to the development of policies and procedures that enhanced the overall customer experience.
- Streamlined response times to customer inquiries by optimizing team workflow, ensuring prompt and effective service.
- Facilitated integration of new technology tools into customer service workflow, increasing efficiency and accuracy in handling inquiries.
EDI Controller & Customer Agent
Vector Logistics
11.2017 - 04.2019
- Optimized data transmission processes, monitoring daily transmissions and addressing any issues promptly.
- Improved EDI system efficiency by analyzing and troubleshooting discrepancies and data issues.
- Fostered and maintained outstanding customer relationships through the application of exceptional service practices.
- Oversaw shipping and fulfillment of operations, aligning with corporate objectives and customer service excellence.
- Spearheaded the implementation of EDI for streamlined claims processing and routing, enhancing vendor and customer interactions.
- Monitored and managed FTP transactions for the purchasing department, ensuring efficient data exchange.
Admin Clerk
Iyer Urban Design
06.2016 - 06.2017
- Entered data into system and updated customer contacts with information to keep records current.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Input data and processed system change to generate accurate reports.
- Maintained a professional office environment by ordering necessary supplies, managing inventory levels, and organizing workspaces.
- Arranged meetings and appointments and updated records to assist management.
- Safeguarded sensitive information by maintaining strict confidentiality protocols when handling personnel files or company documentation.
- Contributed to project success by providing administrative support to various teams as needed.
Third Key Holder
Forever New
01.2013 - 05.2016
- Resolved escalated customer complaints professionally, retaining their business while upholding company policies.
- Managed cash register operations accurately, ensuring timely transactions and minimal errors.
- Conducted regular inventory audits to maintain accurate stock counts and prevent loss or theft of merchandise.
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized store environment.
- Implemented visual merchandising standards to create an appealing shopping experience for customers.
- Improved sales floor presentation through regular maintenance of product displays, signage updates, and fixture arrangements.
Education
Bachelor of Degree - Supply Chain Management
MANCOSA
Durban, South Africa 04.2001 -
High School Diploma -
Grove End Secondary School
Durban, South Africa 04.2001 -
Skills
Customer engagement
Software
SAP
Office Excel Data Analysis
FreshDesk
CRM
Microsoft Office
Confluence
Interests
Swimming
Hiking
Crafting
Volunteering for NPO
Languages
English
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Account Specialist
Vector Logistics
11.2023 - Current
Account Assistant
Vector Logistics
01.2022 - 10.2023
Customer Service Team Leader
Vector Logistics
05.2019 - 12.2021
EDI Controller & Customer Agent
Vector Logistics
11.2017 - 04.2019
Admin Clerk
Iyer Urban Design
06.2016 - 06.2017
Third Key Holder
Forever New
01.2013 - 05.2016
Bachelor of Degree - Supply Chain Management
MANCOSA
04.2001 -
High School Diploma -
Grove End Secondary School
04.2001 -
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