Karen Leotta

KAREN LEOTTA sOMsOMER Somerset West Western Cape 7130 / +27 - /- Professional Summary I am a National Client Relations Manager who coordinates processes and activities running parallel nationwide. I maintain equilibrium to ensure efficiency in the entire organization and handle all departments and ensure organizational and industry standards are followed to deliver quality and cost-effective output. I can recruit, train and develop staff and introduce new technologies and systems to enhance organizational productivity. In addition, I am dedicated with perseverance, exceptional communication skills, and goal-driven work ethic excelling in increasing sales and building customer relationships. I strive to achieve product expertise, and create key client relationships. I utilize superior communication, presentation, and time management skills to achieve the highest level of customer loyalty and referrals. Skills • • • • • • • • • • • • • • • • • • • Microsoft Word PowerPoint Internet Proficient Manufacturing Process Administration Email Banking MS Office Suite Microsoft Excel Client Focused Recruitment Senior Management SLA Spreadsheets Supervisor Filing Time Management Training Travel Arrangements • • • • • • • • • • • • • • • • • • • Rapport building Operations Support Process Improvements Staff Management Property Management Highly organized Planner and coordinator Problem Solver Well spoken Team building Professional and mature Client loyalty and satisfaction Employee Training Business Administration Contract Management Data Collection and Analysis Personal Assistant Relations Manager Service and Support Work History Client Interface Manager 05/2015 - Current Waynes Electrical – Somerset West • Managing SLA Agreements • Provide high level feedback to clients • Compiling weekly sales orders and quote tracking reports and distributing nationally • Managing project reporting for clients to ensure SLA is adhered to, therefore improving client relations • Analysis of data to ensure improved SLA scorecard month on month • Training new employees on all Waynes Electrical internal systems • Overseeing of National Operations Administrations and Managers with focus on SLA agreements and customer focus • Managing customer complaints process • Attend client meetings and forums • Improved reporting to clients by implementing new features on the internal database system • Manage report generation for HSSE monthly KPI reports • Contributed to the design and implementation of overall company project planners • Set overall vision and team leadership • Provided assistance with documents processes, both inbound and outbound, including document sorting, logging and work order creation KAREN LEOTTA • • • Achieved nomination from Shell in 2016 for Customer Service Awarded Outstanding Commitment and Service Award 2019 by Pragma / Shell Won Waynes Electrical Directors Award for Most Valuable Person 2017 Factory & Production Manager 04/2013 – 04/2015 Kwela Tiles – Somerset West • Inspected final products to assess compliance with quality standards and established tolerance • Carefully packaged final products and prepared shipment • Maintained organized work area by cleaning and removing hazards, including resin and oxides • Monitored machinery in operation to identify concerns and make corrections or report complex problems • Enthusiastically took on additional shifts during peak work periods to keep projects on schedule • Conducted quality inspections of finished products and made minor repairs to meet project expectations • Integrated logistic system into company process to improve operations and manage work orders • Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation • Enhanced productivity of sales administrator and credit controller with expert administration support • Interacted with customers professionally by phone, email or in-person to provide information and resolve any complaints • Maintained computer and physical filling system • Solved problems timely and effectively, ensuring customer satisfaction Sales & Administrator and Coordinator 02/2009 – 03/2013 Torino Tiles – Somerset West • Act as a liaison between factory departments and management • Managing, updating and maintaining internal database • Liaising with the production department to ensure correct orders are produced • Distribution of production factory orders to the factory supervisor • Assist in production meetings to ensure all orders are produced in SLA • Managing the dispatch list and liaising with the dispatch department to ensure consignments are shipped on time • Tracking consignments to ensure delivery takes place on time • Communication with clients regarding delivery times • Maintaining paperwork trail of all orders dispatched • General administrative duties, including the ordering of waybills, answering calls, filing, receiving faxes and taking customer related calls. In to this taking messages and screening calls for the Directors • Supervising factory staff to ensure all employees are performing their duties • Conducted on-site product demonstrations to highlight features, answer customer questions and complaints • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offers • Delivered quality service by following up with customers during and after installations to ensure customer satisfaction KAREN LEOTTA Sales Administrator 01/2005 – 12/2007 K2.net – Surrey, UK • Management of Salesforce.com to ensure all potential and existing customer details are up to date • Ensure all incoming calls and emails are directed to the appropriate Executive or BDM • Management of travel arrangements for up to 10 employees • Provide executive level administrative support to the Vice President, two Directors and approximately 8 European Team Members (sales and technical staff) • Liaison between departments to ensure proper communication • Assist marketing department with the coordination of events • Assist finance department with any queries the sales and technical staff have regarding invoices to ensure payment • Assisting HR Department with maintaining HR files and informing Head Quarters in the USA of all new staff members • Follow timely month end closing reports • Preparation of PowerPoint presentations for both the UK and European Managers for meetings • General administrative and clerical duties including postage, courier, faxing, filing, email correspondence and general communication • Personal Assistant to the Vice President • Training all K2 staff on internal procedures and Salesforce.com • Introduced higher standards of customer service • Organized client feedback to ensure more effective communication with clients • Part of the European Team which were awarded a trip to the USA to watch the launch of MS Vista. Award for meeting quarterly targets Education Excel Level 2 (2018) Think 360 CT – Cape Town, WC Fire Fighting Level 1 (2018) WHSE Health and Safety Consultants cc – Cape Town, WC Permit to Work on Shell sites (2016) Pragma Academy – Cape Town, WC 3 Day Sales & Marketing Course (2002) Momentum Business Development – Borehamwood, UK Matriculation with Exemption (2001) Hottentots Holland High School – Cape Town, WC Accomplishments • • • • • • • 2019 – Shell Petroleum: Outstanding Commitment and Service Award 2017 – Waynes Electrical: Directors Award – Most Valuable Person Award 2016 – Shell Petroleum: Nomination for Customer Service Award Developed and implemented new administrative processes which reduced internal red tape and improved internal communication at K2.net, Torino Tiles and Kwela Tiles Contributed to the growth of K2.net from approximately 15 employees in 2005 to approximately 40 employees in 2007 Implemented new system and procedures at Kwela Tiles in order to improve communication, turnaround times therefore resulting in an organized factory with increased production Assisted in implementation of quote tracking system and process at Waynes Electrical to ensure more efficient tracking of quotes in order to follow up and convert quotes in orders Certifications • • 2018 – Basic Fire Fighting Level 1 2018 – Microsoft Excel Level 2