Sonia Michelle Cayeux

− Working in a fast-paced office, processing a high volume of customer calls and email complaints in the Escalations Team ensuring the swift resolution of complaints.

− Contribute to a positive and proactive atmosphere within the team to increase productivity and ensure efficiency.

− Promptly resolve any customer complaints in a professional, courteous manner and ensuring serious complaints are resolved and reported to senior management.

− Provided IFA and potential members with onboarding case updates and assisted with queries, internal audits and case reviews.

− Maintained case management; kept up to date with deadlines and storing relevant documents. Processed and filed all associated legal documentation in line with the Data Protection Act.

− Initiated, built and nurtured long term customer relationships so as to gain an in depth understanding of their unique purchase requirements.

− Proactively engaged with managerial staff to suggest key improvements, from both an operational and customer's perspective.

− Employed a professional approach and demeanour orientated to consultive selling and customer satisfaction, handled queries and resolved complaints.

− Provided administration support for all bought in products, acted as the main point of contact for suppliers, negotiated lead times and delivery dates to meet the customer’s needs.

− Collaborated with the Sales Order Administrators, ensuring the administration of purchase orders were updated in-line with suppliers pricing agreements and delivery date.

− Maintained exceptional customer service standards with critical suppliers and customers.

− Reported to the Office Manager and responsible for creating and generating posts to the school’s website and social media accounts whilst ensuring the content aligned with the school’s ethos.

− Collaborated with the Designer and created written and visual content for the school magazine, rewrote, proofread, and edited website content, including conducting regular system updates.

− Provided a professional, timely service to callers with various enquiries; directing to relevant departments and personnel as required.

− Facilitated excellent customer service, in person and on the telephone, following guidance and procedures delivered through in-house training.

− Accountable in a multi-faceted role with the primary remit to undertake a range of admin tasks including minute taking, maintaining student and parent rapport; completion of archiving, filing, photocopying, scanning and office stock management.

− Provided secretarial and administrative support within a busy medical practise. Summarised all incoming correspondence into patients’ medical records, booked and cancelled appointments and coordinated information with audiologist.

− Reported to the Managing Director and responsible for overseeing the day-to-day operations of routing delayed parcels throughout South Africa, whilst managing a team of ten people.

− Accountable for generating revenue against stringent monthly, quarterly and annual sales targets in line with the organisation’s ambitious goals.

− Displayed leadership and adaptability skills by delegating the workload and encouraging staff to ensure the smooth running of the busy office.

− Adapted to identify and satisfy different customers’ needs by making and receiving calls for one of South Africa’s leading courier services.

− Updated customers personal details, documenting all actions taken and followed up on all enquiries made by customers via phone and correspondence.

− Generated regular performance reports in relation to KPI data for submission to the Managing Director.

− Trained and supported new team members to embed the company values, ethos and culture in staff behaviours.

− Conducted regular meetings with cross functional departments to discuss and explore initiatives capable of improving customer service standards.

− Responsible for completing first line IT related tasks as well as some second line tasks; escalating to the appropriate department.

− Reported to the CEO accountable for the daily activitie.

− Managed the implementation of effective digital marketing strategies designed to find new ways to promote the business through data analysis, content creation and content marketing skills.

− Acted as a trusted advisor to a portfolio of key accounts, networking at all hierarchies of the organisation to fully exploit every opportunity.

− Used regular performance reports in relation to KPI data to analyze trends, monitor the teams’ strengths and improve customer service standards.

− Led regular meetings with management to discuss and explore initiatives capable of improving policies and procedures.  

− Conducted regular performance reviews with colleagues, providing positive recognition for great performance,constructive feedback and support where performance and/or behaviours are not meeting expectations.

− Joined the organisation as a Sales Representative and gained several promotions to International Sales Manager and Group Marketing Manager respectively: a testament to performance track record, leadership qualities and being a clear advocate for commercial and brand success.