As a member of the post-delivery team, I managed customer contacts that related to post delivery concerns and queries. Cazoo is a fast paced environment which encouraged fast thinking, attention to detail and multi-tasking to the highest level, all aimed at a smooth and enriched customer journey from beginning to end.My duties included:Management of post-delivery complaints/queries of Cazoo customers in a fast paced environment from point of customer contact to the closing of their case. Coordination between multiple stakeholders/service providers regarding repairs including choice of service provider, booking and payment.Ongoing multifaceted communication with all stakeholders to ensure a timeous resolution was achieved.Software utilised: Sales ForceContact points: telephonic, e-mail and trustpilot.

Providing embroidery, pad printing and Silk Screening services.Activities:• Managed teams of 2 administrators in the office, the reception area & 26 FTE operators in the factory taking full ownership of all processes & the day to day functioning of the business in the Directors absence- Setup & embedded all internal workflow, systems & processes within the office space- On-boarding of staff, motivating the team & ensuring the customer service levels are optimised- Recruiting, appraisals & performance review management• Responsible for the smooth running of the ordering functionality from walk in customers to orders taken by email or over the phone- Generating quotes, initiating the order process & following this through to completion- Liaison with the whole supply chain, managing & queries & ensuring on-time delivery to the client- Developed an after-sales process ensuring customer satisfaction• Within a PA remit – responsible for diary management of the 2 Directors, managing all correspondence requirements from typing documentation, collating tenders & setting up meetings• Extensive interbranch communication, ensuring a flow of communication, updates, changes etc across all staff

Providing marketing direction and project-based marketing activities to organisations in various sectors.Activities:• A niche, a marketing company specialising in all marketing-related activity - Concept to implementation of various campaigns based on client requirements- Setting up corporate identity, generating brand awareness- Content & design for a website- Supporting clients with overall marketing direction & brand exposure- As a freelancer, held responsibility for all own processes & administrative tasks

ER24 is a private national Emergency Medical Care service in South Africa.Activities:• Responsible for the development of B2B & B2C marketing plans across 9 divisions within the business- Ensured a high level of organisation, monitoring & ensuring systems & processes were followed, whilst maintaining sight over compliance, governance controls & monitoring of such• Set up of customer survey initiatives – developing questionnaires, updating of data, collating reports• Managing of the overall marketing budget- Reduced overall cost & implemented stringent financial controls & policies• Improved internal communications by facilitating structured feedback sessions to staff on company matters inclusive of development, financial performance, achievements & risks- Embedded an open flow of communication between departments• Set up various processes internally, increasing ownership of responsibility internally - Provided detailed planning & operating guides to enhance efficiencies- Guided colleagues on how to manage escalated issues whilst ensuring resolution was devised from root of matter

The Citizen is a tabloid-style newspaper distributed nationally in South Africa. Activities:• Enjoyed various promotions from CRM Exec to Events Manager & then Marketing Manager• Held responsibility for the planning, organisation & execution of all marketing activities across the newspaper & its 4 supplements- Provided all the back-office support, managing all administration for each project- Set up & management of the newspaper promotions & events calendar• Arranging & coordinating the smooth running of a number of trade shows, events, & promotions- Identifying events for media sponsorship, instigating, developing & leveraging key stakeholder involvement- Through establishing solid relationships with sponsors, enabled monthly major competitions to run which had a direct impact on increasing circulation• Monitoring the event & promotions budget• Promoted to Marketing Manager due to level of knowledge & expertise gained