Customer Service Manager
Resume:
Marika Smook
● Nat. Dipl. Catering Management ●
*******@*****.***
Executive Summary
I am an accomplished, knowledgeable and versatile Management Professional, offering extensive experience in Administration and Store Management. My diverse skill set covers excellent customer service, leadership, problem solving and communication. I consider myself a dedicated and well organised individual, who always strive to deliver more than expected. I am known for building strong working relationships and I am committed to being a confident and respected member in my environment.
Career History
TELESALES REPRESENTATIVE at Nova Life, February 2019 to Present
PROCUREMENT ADMINISTRATOR at TEQC, 2014 to January 2019
Managing and coordinating the following key areas:
•Provide administration support and assistance within the daily procurement department operations.
•Liaising with suppliers / vendors and assisting the team leaders in identifying potential suppliers and sourcing activities in the indirect categories of spend.
•Adhering to existing working practices, methods, procedures, undertaking relevant training and development activities and responding positively to new and alternative processes.
•Checking and if necessary amending any incorrectly raised purchase orders, issuing purchase orders and dealing with purchase order queries.
•Work with Legal to have terms / contracts reviewed.
•Develops and implements inventory control procedures.
•Providing ad hoc project assistance to all the team.
•Work closely with all departments to promote and execute the vision and mission of the organisation.
•Process purchase requests and invoices in an accurate and timely manner.
•Taking the lead in supplier negotiation discussions for competitive pricing.
•Work with all department management to identify and initiate ways to reduce costs, improve terms, and develop better supplier relationships.
•Suggest vendor consolidation or ways to achieve savings.
•Process support renewals as required with the appropriate review of contract terms and costs.
•Establish, manage and develop a professional supply base.
•Verify and manage new vendor creation process to ensure compliance.
•Resolving Vendor Invoice Management (VIM) queries.
•Capturing and maintaining information in internal systems, accurately.
•Assisting with the sourcing of suppliers by following company approved procurement processes and complete and track contract requisitions and work orders.
•Knowledge of BBBEE (Revised codes of Good Practice).
•Record data and create reports on vehicle tracking and maintenance.
•Assisting technicians with stock requirement for projects.
•Administrative duties include; assisting with answering telephones, filing, data entry, arranging meetings and general office administration.
•Liaise with internal departments to ensure on time and accurate delivery of material.
•Maintain compliance with all company Policies and Standard Working Procedures.
CANTEEN MANAGER at TEQC, 2015 to 2016
Managing and coordinating the following key areas:
•Managed canteen, ordering inventory, checking in vendor's deliveries, and customer service.
•Created staff schedules prioritizing the canteen needs, budget constraints and employee preferences.
•Maintained monthly reports and audits.
•Evaluated all stock items and maintained records of all sold goods.
•Ensured accurate handling of all food and maintained hygiene in facility at all times.
•Ensuring that all staff comply with all relevant policies and procedures.
•Ensure the effective financial management of the canteen.
•Identify costs and profit margins for each product.
•Provide as necessary all financial records as requested by senior management.
•Effective ordering of stock to meet demand where possible.
•Coordinated with the safety department to maintain a safe environment in the canteen.
AREA MANAGER at Snadwichfaction, 2014
Managing and coordinating the following key areas:
•Responsible for the overall well-being of the branches under my designated area, including marketing, administration, customer service, hiring, payroll, training, budget management, and sales.
•Managed canteen, ordering inventory, checking in vendor's deliveries, and customer service.
•Coordinated with the safety department to maintain a safe environment in the canteen.
•Recruit and develop employees through coaching, mentoring and training; set goals with employees and conduct performance appraisals.
BRANCH MANAGER at Muffin Mate, 2010 to 2013
Managing and coordinating the following key areas:
•Effectively maintained proper inventory levels, related controls and reports.
•Maintained inventory of products and prepared accurate records for same.
•Managed work schedules to meet production and customer service standards and needs.
•Developed and maintained a collaborative team environment which positively impacted morale, communication and overall working conditions.
•Ensured the smooth operation of each shift through proper scheduling, attention to detail, positive motivational techniques, and directional techniques.
•Kept accurate and timely records of purchases, sales and requisitions; reviewed invoices and profit and loss statements to find and eliminate areas of waste.
STORE OPERATOR at Panarottis Lakeside Mall, 2004 to 2010
Managing and coordinating the following key areas:
•Coordinate administration, budget, payroll, staff and vendors.
•Monitor cash flow and ensure that the cash register is appropriately balanced at the end of the day.
•Generating detailed daily, monthly, quarterly and yearly reports on business, staff, and profit.
•Managing staff and coordinating their work.
•Recruiting, training and motivating staff
•Maintain high standard quality hygiene, health and safety.
•Conducts daily audit on all store sections
STORE OPERATOR at Spur, 1999 to 2004
COFFEE MANAGER at Brazilian Coffee Group, 1997 to 1999
Summary of Expertise
•Administration
•Sales
•Store management
•Staff management
•Staff recruiting and training
•Inventory management
•Creating effective administrative systems from scratch
•Maintaining accurate administrative records
•High quality customer service
•Resolving and managing queries to closure
•Team development
Educational Details
•Grade 12 National Senior Certificate, 1994
•National Diploma Catering Management, 1997
•Spur Group Training Courses Completed:
•Handling of customer complaints, Staff training, Basic Marketing
•Swift - HACCP and PRP training
•GAAP Point of Sale
•Pilot Point of Sale
•Basic Pastel Skills
•SEESA Training Courses Completed:
•Personal Assistant, Customer Service
•Junior Management
•First Aid Level 1
Computer Skills
•Microsoft Office Suite: Excel, Word, PowerPoint and Outlook
•Pastel
•GAAP
•Pilot
Personal Details
Nationality: South African
ID Number: 760-***-**** 083
Date of Birth: 8 July 1976
Residential Area: Vyfhoek, Potchefstroom
Languages: English and Afrikaans
Marital Status: Married
Drivers’ License: Code EB
Own Transport: Yes
Health: Excellent
References
Mr. Marius Yssel, Director, TEQC - 063-***-****
Mr. Derek Weinstein, Manager, Spur and Panarottis - 082-***-****
Mrs. Christine Rall, Team Leader, Nova Life - 071-***-****
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