Olivia Mason
Kraaifontein
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
17
17
years of professional experience
Work History
Sales Support Operations Leader
CDW
06.2024 - Current
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Enhanced team productivity with effective communication, collaboration, and training initiatives.
- Developed innovative solutions to complex logistical challenges, enhancing overall efficiency in the workplace.
- Contributed towards long-term strategic planning activities as part of senior leadership discussions aimed at driving future growth opportunities while addressing market challenges head-on from an informed position based upon thorough research analysis assessments conducted beforehand during annual review sessions held internally amongst key personnel members within organization structure hierarchy chain.
Operations Customer Service Manager
RCS BNP Paribas Group (Financial Service Provider)
09.2023 - 05.2024
- Optimized resource allocation by analyzing data trends and adjusting staffing levels accordingly, reducing operational costs.
- Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
- Resolved escalated customer complaints with diplomacy, resulting in amicable solutions that maintained long-term relationships.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
- Revamped outdated company policies on customer interaction, leading to increased brand loyalty and repeat business.
- Collaborated with sales teams to identify growth opportunities and develop targeted marketing campaigns that increased revenue streams.
Senior Operations Manager
CCI South Africa
01.2023 - 08.2023
- Oversaw workforce management planning, volume predictions and capacity planning.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
Group Manager
Amazon
11.2011 - 12.2022
- Optimized resource allocation by identifying underutilized assets and reallocating them effectively within the organization.
- Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
- Drove organizational change initiatives that resulted in streamlined operations, improved employee morale, and increased efficiencies throughout the group.
- Ensured compliance with industry regulations and company policies, mitigating risks associated with non-compliance issues.
- Championed a culture of continuous improvement within the department, encouraging innovation and creative problem-solving among staff members.
- Implemented training programs to improve staff skillsets, enhancing overall productivity and job satisfaction.
- Initiated process improvements that led to reduced costs while maintaining or improving quality standards.
- Led cross-functional teams to achieve project milestones, ensuring timely completion and adherence to budget constraints.
- Managed budgets for various projects, consistently meeting financial targets while maintaining high-quality output.
- Coordinated closely with sales teams to execute marketing campaigns that generated new leads and boosted revenue growth rates year over year.
- Cultivated a supportive work environment by addressing employee concerns promptly and implementing policies that promoted work-life balance.
- Established strong relationships with key clients, resulting in increased customer satisfaction and retention rates.
- Streamlined internal communication channels, fostering collaboration and improving overall team performance.
- Collaborated with other group managers to develop best practices for operational efficiency across departments.
- Supported staff with developing professional skills and abilities, uplifting team performance.
Customer Service Manager
Merchants SA BPO
07.2008 - 10.2011
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Technical Consultant
First Technology
06.2007 - 02.2008
- Facilitated knowledge transfer among team members by leading training sessions on new tools, techniques, or industry best practices relevant to the role of Technical Consultant.
- Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
- Collaborated with cross-functional teams to complete complex projects on time and within budget constraints, meeting or exceeding project requirements.
Education
Professional Development Course -
Amazon Development Centre
Cape Town South AfricaCertificate of Higher Education - Information Technology
IT Business Campus
Cape Town South Africa01.2002
Skills
- Collaborative mindset
- Sales Leadership
- Sales Training
- Compliance knowledge
- Crisis Management
- Coaching and Mentoring
- Staff recruitment
- Influencing skills
- Staff Development
- Operations Management
- Client Engagement
- Customer Relations
- Stakeholder Management
Accomplishments
- Led and managed a project to establish a new customer service department for ShopBop.com, an Amazon.com subsidiary. Worked in collaboration with Amazon Headquarters in Seattle, focusing on hiring, setting KPI goals, and providing service to the EU market.
- As the owner of a business improvement project, my goal was to decrease the volume of customer contacts. This led to the development of a tool on Amazon's help pages, which simplified the process for customers to connect and have their queries resolved electronically. This innovation contributed to a reduction in contact volume and helped us meet our Service Level Agreements (SLAs).
Hiking, Photography and Cooking
I love hiking because it allows me to connect with nature and stay physically active. I find that the challenge of different trails and the tranquility of the outdoors help me recharge and think creatively.
Photography is a passion of mine because it lets me capture and appreciate the beauty in everyday moments. Whether it’s landscapes during a hike or unique shots from daily life, it’s a great way to express my creativity.
Cooking is a hobby I enjoy for its blend of creativity and practicality. I love experimenting with new recipes and ingredients, which is both a relaxing activity and a way to bring people together through delicious meals.
Timeline
Sales Support Operations Leader
CDW
06.2024 - Current
Operations Customer Service Manager
RCS BNP Paribas Group (Financial Service Provider)
09.2023 - 05.2024
Senior Operations Manager
CCI South Africa
01.2023 - 08.2023
Group Manager
Amazon
11.2011 - 12.2022
Customer Service Manager
Merchants SA BPO
07.2008 - 10.2011
Technical Consultant
First Technology
06.2007 - 02.2008
Professional Development Course -
Amazon Development Centre
Certificate of Higher Education - Information Technology
IT Business Campus
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