Leness Ollivier-van Kraayenburg

Customer Support Manager

Experience
February 2021 – September 2023

Head of Customer Support • Revix

Duties & Skills:

·       Lead and manage the Customer Support team.

·       Provide continuous training and support to support staff.

·       Conduct quality control checks on support agent replies

·       Assist with individual growth plans and conduct monthly check-ins.

·       Interview and onboard new customer support agents.

·       Set up working schedules and assign daily tasks.

·       Assist with escalated customer issues and account investigations.

·       Communicate new processes and launches to the team and different departments.

·       Create reports on customer support data and feedback.

·       Reach out to customers with less than 5-star reviews personally.

·       Think of creative ways to acquire and retain customers and boost promotions.

·       Strong leadership and management skills.

·       Effective communication and interpersonal skills.

·       Attention to detail and quality control.

·       Ability to conduct training and provide support.

·       Analytical and problem-solving skills.

·       Creativity and innovation in customer retention and acquisition strategies.

 

 

August 2019 – January 2021

Sales & Retail Manager • Dufry International

Duties & Skills:

·       Management and leadership managing a team of +10 international staff members and disciplining staff when necessary.

·       Internal and external communication and relationship building.

·       Creativity and event planning skills to create PROMO planners, come up with new event ideas, and ensure professional set-up and execution of all events.

·       Marketing skills to create flyers, hand-outs, and signs, analyse sales reports and rework the PROMO planner to ensure maximum success.

·       Inventory, stock and display management.

·       Customer service, guest-centric planning and internal customer development.

·       Reporting and feedback.

·       Providing training, developmental guidance and motivational talks to provide regular sales and product knowledge training to staff members, constantly thinking of new ideas to inspire staff, and hosting onboard events and competitions.

 

 

September 2017 – August 2019

Retail & Jewellery Specialist • Starboard International for Celebrity Cruises and Holland America Line

Duties & Skills:

·       Expertise in John Hardy products and brand.

·       Ability to achieve and exceed sales targets.

·       Cross-selling skills from the fine jewellery store.

·       Inventory management skills including ordering replenishments and conducting daily stock counts.

·       Custom order handling and certificate creation for fine jewellery sales.

·       Excellent customer service and communication skills to entertain guests and build relationships with them.

·       Training and mentoring skills to train new staff members and team members from other shop departments in basic fine jewellery knowledge.

·       Creativity to think of new concepts to convert leads into sales.

·       Ability to host jewellery competitions and raffles.

 

 

August 2015 – September 2017

Sales & Marketing Coordinator • LPB Publishing

Duties & Skills:

·       Relationship building with wedding suppliers.

·       Responsible for printed and online advertising platforms.

·       Administration on making sales.

·       Populating and updating sales database.

·       Weekly and monthly sales reporting.

·       Assisting in gathering artwork and content for the completion of publications.

·       Assisting social media and marketing team with social media brand building and physical brand building.

·       Attending expo’s locally and in other cities around South Africa.

·       Event planning and organising for LPB events.

·       Training all new staff.

·       Cold calling to introduce LPB publishing and get new clients.

 

 

March 2015 – August 2015

Sales & Exhibition Coordinator • The SA Wedding Show

Duties & Skills:

·       Build and maintain strong relationships with exhibitors and key customers.

·       Obtain organograms (through routine tele-sales) of the CRM companies and identify who the line managers and decision makers are.

·       Interacted with the decision makers.

·       Responsible for market and competitor research as well as client entertainment.

·       Communicate well with all relevant stakeholders to enhance teamwork.

·       General office administration,

·       Deliver reports on group and individual progress to the appropriate authority and to the team.

·       Ensure performance budgets and targets are met on a weekly and monthly basis.

·       Handled enquiries from exhibitors and sponsors with professionalism.

·       Conducted weekly ring around on active work orders in order to assess the current status with the client.

·       Collect signed indemnity form from exhibitor 48 hours after receiving the online booking enquiry.

·       Send indemnity to accounts for invoicing.

·       Collect payment 5 days after receipt of indemnity.

·       Conduct regular tele-sales calls (RTS) as per the Standard Operating Guidelines.

·       Monitor competitor movements and information and informed the Directors.

·       Aware of all opportunities for increasing the client base and obtaining new business.

·       Managed 13 interns from various educational establishments.

 

 

July 2014 – January 2015

Recruitment & Reception Specialist • Square Peg Recruitment

Duties & Skills:

·       In charge of administration and placement of ads on various job portals.

·       Screening candidates.

·       Screening candidate’s CV’s to look at relevant experience.

·       Interviewing candidates.

·       Doing reference, background and criminal checks.

·       Reception administration, duties, and switchboard.

·       Greeting candidates/customers.

·       Ensuring that documentation was complete.

 

 

May 2012 – July 2014

Sales & Marketing Representative • CTI Education Group

Duties & Skills:

·       Build relationships between schools and the campus.

·       Selecting students as per applications for the required study fields.

·       Do interviews with students and parents in the selection process.

·       Handling applications for foreign students.

·       Communicating with correspondent authorities.

·       Identifying trends in demographic.

·       Monitoring and utilizing all social media platforms.

·       Coordinating marketing events.

·       Generating leads and converting them into workable prospects.

·       Working with students and corporate companies.

·       Managing data entry into customer relations software package.

·       Liaise with national call centre and various financial institutions.

·       Training new student advisors on all aspects relating to the company.

·       Recruitment of new students.

·       Registration and enrolment of new students.

·       Advertising and building the brand via print media and radio.

·       General administration.

·       Work against strict activity and financial/sales targets.

 

 

August 2011 – May 2012

Assistant Store Manager • Kingsley Heath

Duties & Skills:

·       Train store staff on product knowledge and sales techniques.

·       Review and revise training materials.

·       Develop and implement new product training.

·       Purchase inventory by researching emerging products, placing orders, and verifying receipt.

·       Create attractive merchandise displays to attract customers.

·       Assist customers by providing information, answering questions, and completing transactions.

·       Analyze sales information and prepare reports.

·       Investigate customer complaints and suggestions.

·       Maintain inventory and anticipate customer demand.

·       Maintain organizational standards for quality service.

·       Stay up-to-date with industry knowledge and trends through workshops and networking.

 

 

January 2010 – August 2011

Retail Store Manager • Old Khaki

Duties & Skills:

·       Manage all aspects of the store, team, and resources.

·       Lead and motivate the team towards store and company goals.

·       Uphold company policies and procedures.

·       Achieve own and store targets.

·       Ensure smooth operation of the shop floor.

·       Recruit and train staff.

·       Handle customer enquiries and complaints.

·       Serve customers as needed.

·       Manage store budget and monthly targets.

·       Create staff schedules.

·       Check product displays and manage deliveries.

·       Conduct weekly stock takes.

 

Education
PUKKE, Bachelors of Education

·       Incomplete

·       Due to Financial reasons were not able to finish after the 1st year.

 

HTS Witbank, MATRIC – 2006

 

Communication
Adept at conveying complex ideas in a clear and concise manner, I possess excellent communication skills that allow me to collaborate effectively with diverse individuals and teams. Focused on accomplishing excellence in delivery while creating memorable experiences for my customers/guests.

Leadership
With a proven track record of successfully managing teams in both retail and hospitality settings, I possess exceptional leadership skills that enable me to inspire and motivate staff towards achieving shared goals.

References
Available upon request.

22 Harvest Street
Cape Town, SA

+27-72-127-4286

[email protected]

Married
Languages:

Native

·       English

·       Afrikaans

Conversational

·       Understand Dutch

Computer literate

DOB: 08/07/1988