Monique Schliephake

· Complaint Management – to ensure that all complaints passed onto Brokerage are being dealt with in a timely manner and are being investigated thoroughly with the help of vendors used. · Customer Relations – maintaining relationships with internal and external customers including management of distribution portfolio, SLA and contract agreements. · Projects – Initiative owner for implementation of one platform for all vendor contracts used throughout the regions including volume analysis. Initiative owner

Reporting to Operations Manager, managed reporting structure. I was responsible for a team of 22 staff covering the following areas – Reception, Quality and Operations Support Team ( a combination of Administration/Office, Customer Service and Operations Support staff ). My role was varied and encompasses the following key areas: · Customer Service – to ensure an excellent customer service experience to all internal and external customers including that all complaints are responded to in a timely man

· Administration management – Projects include integration of Customer Service into Operations department as well as documentation review (handbooks, process flow charts), training research, day to day supervision of reception (2 staff), keep records of staff attendance (holidays, absence, lateness etc.) · Quality management – maintaining relationships with suppliers and other Mailterminals, ensure high service level achievements, dealing with customer complaints. · Reporting – daily, weekly and monthl

· Admin/Systems – managed efficient personnel administration system including absence, holiday overview and analyses. · Reporting – provision of Operation / Production reports, analyses, etc. · Projects – reviewed and implemented new Quality department ( 2007 ), reviewed and reissued warehouse workers handbook (2007).