Yvonne Moyo

• Optimized inventory levels by implementing efficient demand forecasting and supply planning methods.
• Analyzed real-time customer histories to identify issues and anomalies before problems occurred.
• Established effective communication channels between departments for seamless supply chain operations.
• Developed comprehensive performance metrics to monitor supply chain efficiency and identify areas for improvement.
• Improved supply chain customer satisfaction ratings through efficient problem resolution.
• Effectively work closely with all internal and external stakeholders, including Supply Chain teams, Commercial
  teams, 4PL, suppliers and customers to improve the customer experience of customers doing business with.
• Working closely with the 4PL, and maintain good working relationship to effectively manage the KPI's and ensure optimal performance. Inventory Planning and Procurement
• Forecasting and planning for demand to always ensure sufficient inventory.
• Streamlined inventory management processes to reduce supply chain costs and improve efficiency.

• Responded to customer needs through competent customer service and prompt problem-solving.
• Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
• Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
• Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
• Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
• Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
• Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
• Participated in company-wide initiatives aimed at enhancing the overall customer experience.
• Took ownership of customer issues and followed problems through to resolution.

• Provided regular progress reports on projects to both clients and management teams, fostering transparency in communication.
• Answered telephone calls to provide information, resolve issues and schedule appointments.
• Collaborated with internal teams to ensure prompt delivery of products and services, exceeding client expectations.
• Resolved conflicts and negotiated resolutions between clients and internal stakeholders, maintaining a positive working environment.
• Coordinated with sales representatives to provide seamless transitions from initial prospecting efforts through the entire customer lifecycle.
• Adapted communication styles to match the preferences of individual clients, leading to enhanced rapport and trust.

• Informed clients of policies and procedures.
• De-escalated and resolved customer complaints with punctual, polite and professional service.
• Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
• Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.

• Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
• Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
• Handled high call volumes while maintaining a courteous and professional demeanor.
• Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
• Providing Quotations to doctors and hospitals.
• Support the day-to-day customer service operations by answering customer inquiries, processing orders, support the returns and complaint processes in order to ensure we meet stated and agreed service levels and/or terms and conditions of supply

• Collate accurate and relevant statistical data regarding the agents’ performance and distribute accordingly.
• Monitor the agents’ performance against agreed standards, addressing performance issues with individuals in line with company policy
• Operate a flexible approach to change, positively consult and communicate with the team the wider operational functions to effectively implement and embed agreed changing initiatives, to deliver improved effectiveness and efficiency
• Responsible for operation of call centre out of hours, when the Supervisor is not on duty.
• Quality assessments / silent monitoring of agents on duty to identify where standard procedures are not being followed or quality of customer service is below par
• Assisting clients and resolving complaints and queries
• Identify real-time trends and escalate to the relevant role players. Verify that operational requirements fall within budget

• Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
• Analyzed feedback from customers to identify trends and make necessary improvements within the department.
• Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
• Participated in regular training sessions to enhance understanding of new products or services offered by the company.
• Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
• Proactively identified potential problems for clients, offering tailored solutions before issues could escalate.
• Resolved complex customer issues, ensuring a positive and efficient experience.