Zubair Cassim

Oversee all Department of Education and TVET order workflows, from initial verification through to final delivery.

• Address and resolve DoE and TVET order, delivery, and invoice queries in a timely and effective manner.
• Oversee the submission of Proof of Delivery (POD) documents to the DoE for payment processing, and provide regular progress updates on invoices, PODs, and outstanding debt in collaboration with the Finance, Operations, and QA & Admin teams.
• Ensure that final DoE invoices and bulk order reconciliations are accurately completed and submitted within the required Service Level Agreements (SLAs) and provincial procurement deadlines.
• Cultivated strong relationships with Department of Education stakeholders, enhancing collaboration and engagement across initiatives.

Establish and maintain strong, collaborative relationships with key customers and Department of Education (DoE) stakeholders through consistent engagement and communication.

• Manage the Inventory Assistant’s KPIs and reporting outputs to ensure that all purchase orders are generated within 72 hours of a reprint decision being finalised.
• Oversaw Agency delivery schedules, ensuring timely distribution of updates by Inventory Assistant to keep all stakeholders informed.
• Review summary reports prepared by the QA & Admin Controller to ensure that departmental processes operate efficiently and without interruption.
• Compile and manage departmental budgets.
• Support the annual price‑increase process in collaboration with the finance team.

Provide pricing updates to the various Departments of Education as required, with support from the finance team.

• Ensure that all customer‑specific pricing on the ERP system is accurately updated in line with approved pricing changes.
• Financial Management
• Participate in monthly overhead review meetings.
• Liaise with relevant internal departments and management to facilitate information sharing and effectively monitor project progress.
• Develop an annual departmental plan and conduct quarterly reviews to ensure the successful execution of strategic initiatives and the effective implementation of operational processes.

Allocate responsibilities equitably and ensure adequate staffing levels to deliver a consistently high standard of customer service.

• Identify and evaluate opportunities to leverage technology to enhance the customer experience and improve operational efficiency.
• Recognised and facilitated professional growth opportunities for team members to enhance their skills and performance.
• Identified opportunities for professional growth and skills development for team members, facilitating participation in relevant training to support their development goals.

Ensure the team maintains an up-to-date and comprehensive understanding of products, systems, technologies, and related services by providing targeted training, mentoring, and coaching interventions.

• Foster and maintain effective, professional relationships between team members and key internal and external stakeholders.
• Create and support structured opportunities for mentoring and coaching to enhance performance and capability.
• Implement appropriate contingency plans to ensure continuity of key processes during periods when critical staff members are unavailable.
• Create and support structured opportunities for mentoring and coaching to enhance performance and capability.
• Implement appropriate contingency plans to ensure continuity of key processes during periods when critical staff members are unavailable.

Drive the overarching customer service strategy, with a strong focus on business growth through enhanced customer experience, cost optimisation, and continuous staff development.

• Provide leadership to four Customer Services teams, ensuring operational excellence, cohesion, and alignment with organisational objectives.
• Implemented robust feedback management system, addressing customer concerns promptly and effectively to elevate customer satisfaction.
• Cultivated positive, collaborative work environment, enhancing overall team productivity through strong and consistent leadership.
• Optimise business processes by introducing and embedding new project management tools, methodologies, and best practices to increase efficiency and effectiveness.
• Nurtured strategic partnerships with key stakeholders, creating growth opportunities and strengthening organisational positioning.
• Provided strategic direction to enhance leadership effectiveness and team performance

Sales Leader / Senior Sales Manager

Progressed through multiple divisional leadership assignments, providing strategic leadership in areas requiring operational turnaround, team development, performance improvement, and achievement of challenging sales targets. Successfully led and mentored sales teams, implemented upskilling initiatives, and drove sustainable revenue growth across diverse markets.

Recognised for strong leadership capabilities and the ability to stabilise underperforming regions, build high-performing teams, and deliver results in complex business environments.

Promoted to Senior Sales Manager, with responsibility for overseeing multiple sales teams and managing several Team Leaders. Led sales strategy execution, performance management, coaching and development, stakeholder engagement, and target achievement across a broader portfolio of regions and customer segments.

• Assisted team in maintaining operations during supervisor absences
• Achieved certificates recognising outstanding sales and quality performance

• Consistently achieved or surpassed sales targets.
• Achieved company targets by implementing successful sales strategies.
• Conducted telesales for life insurance, generating leads and converting prospects into policyholders.
• Built exceptional customer satisfaction by delivering friendly service.