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- 1. CURRICULUM VITAE 3876 Motor Street Of Extension 32 Thulani Wilberforce Mpanza Devland Johannesburg 1811 PERSONAL INFORMATION Contact Details +27729365127 E-mail Address mpanzathulani@yahoo.com Identity Number 7302195384089 Date ofBirth 19 February 1973 Nationality South African Drivers Licence Yes EDUCATION AND TRAINING S.E College High School: Grade 12 Completed (1992) UNISA (University of South Africa) Programme in Customer Services Management Certificate: Completed (2009) Programme in Purchasing and Supply Management Certificate: Completed (2011) MANCOSA (Management College ofSouthern Africa) BCOM: Supply Chain Management: Completed (2016) Post Graduate Diploma: Business Management: 4 Modules Completed: 4 Modules Registered (2017) Computer Skill Microsoft Word, Excel, Power Point. Internal System 1. The Cold Chain- Cold Net 2. Sandvik- Sales Force, System 21 DI, Aurora, and Maximo 3. Joy Global- SAP CARRER PROGRESSION Hitachi Construction and Machinery Service and Parts Engineer July 2016- To-date Key Activities: Machine Inspections: Ensure that customer machines are inspected and troubleshooting is done as scheduled. Training: Ensure that Customer Support Team is trained on all machine Technical issues Communication. Increase parts sales numbers in numbers in branches, by developing training material and conduct training to service and parts sales employees at branches Sales Promotions: Identify target customers from each dealer and obtain machine information in order to determine customer needs. Control Data integrity: Conducting document control, generating and presenting accurate reports.
- 2. Finance, Risk and Compliance: Minimizing wastage,managing company’s risk exposure through identifying, implementing and maintaining risk control measures. People Management:Coach others to strengthen specific knowledge or skills needed to accomplish a task and solve problems. Health and Safety: Conduct audits and findings by identifying incidence and minimizing accidents and participate in safety meetings. Communication: Act with belief of team work, take up challenges without fear of failure and think about customer needs. Suggestion to Customers:customer to perform the appropriate maintenance in order to maintain machine performance in the long term. Propose repair to prevent emergency machine down. Trouble Shooting: Ensure that customer machines receive proper diagnosis on issues of service and correct parts are recommended. Customer Support: Assist clients with direct drop shipments into the countries required and build coordinate and execute an account plans to maintain and grow client revenue annually. Business Development: Participate and contribute to the development of solutions value added offerings, support communication of standards, processes, programs offering to clients and prospective clients and Maintain accurate information; sales pipelines and revenue / opportunities and forecast Sandvik Mining and Construction Global Machine Emergency Representative July 2014 to June 2016 Under Utilized Key Activities: Attend to all reported breakdown orders within an hour a call is logged. Check availability on all the global warehouses Provide feedback to the CSSR and advice of the best available options. Source the parts where there is availability through a DRP or raise an LPS ticket to request a buyer to place an order with the supplier and advice best ETA. Request TSD for the availability of machine strip globally Request tracking once order is place and follow the order up till delivery to requesting customer warehouse. Update the CSSR of the order status and advice best ETA as provided. Expedite with the buyer and request a better date, if ETA is long. Work with inventory management team to ensure that ROP levels are properly set up based on hits or item movement. Ensure to promote and sell the following Value Care products in the area of responsibility: Value Service, Value Spares; Value Exchange. Identify client needs and review their strategic intent in order to sell tailored solutions Participate and contribute to the development of solutions value added offerings, support communication of standards, processes, programs offering to clients and prospective clients Maintain contact with all clients to ensure high levels of client satisfaction. Receive and resolve customer complaints and problems in a timely manner Assist with and identify parts accurately Documenting operational processes and improve current processes to ensure that it is update with the business trends. Assist in the development and continuous improvement of related business systems and ensure continuous communication and collaboration of forecasting and inventory management data with the regions and key stakeholders. Providing leadership and strategic direction for the logistics functions, in the warehouse,customer services centre and factories. Liaising with supply chain to ensure the growth plan is factored into operational and logistics planning.
- 3. Understanding of S&OP,supply chain, planning and sales cycles. Identifies discrepancies between planning numbers, improves sales forecast and reduces the long-term impact of unexpected events. Joy Global Customer Service Supervisor May 2011 to June 2014 Outgrown the position Key Activities: Call Centre: Ensure that customer’s calls are answers professionally Ensure that all breakdowns are communicated to the warehouse within an hour of receipt. Ensure that quotes are done with the required and agreed turnaround time. Ensure that call centre systems and processes are followed and customers are serviced. Ensure accuracy of customer quotes and orders and within a required turnaround time. Dealwith customer queries and provide solutions or refer them to the relevant department. Run a weekly order report and reconcile with customer report to determine discrepancies. Ensure that the agreed dates are maintained by business units and MRP controller on all parts and components. Manage new to service exchange orders as per management agreed levels and update the system. Determine quad-rem orders discrepancies and employ corrective measures. Run reports for the sales team to take up pressing issues with the customer. Manage and administer call backs from consignment warehouse in case of an urgent breakdown. Management: Do SWOT and GAP analysis to determine where we can improve as a team. Attend management meetings to discuss customer and stakeholders complaints and determine resolutions Measure team performance quarterly and motivate the team to perform at their pick Team communication and safety meetings on weekly basis Delegate responsibility to team members equally and monitor performance. Ensure cohesion and discipline with the team, deal with team issues and resolve any disputes within the department and ensure fairness. Have one on one with team members for better understanding of individual’s issues and determine their career path. Draw up a shift roster for the standby team and ensure it is distributed in time. Customer Support: Expedite exports, ensure that available parts are picked and are checked for quality before packing Ensure appropriate packing list and export documents are prepared before shipping. Planning an organizing breakdown transport according to regions Dispatch Management and Control of all the exports orders and breakdown orders Negotiate and support logistics costs meant for 3rd party logistics providers assisting yearly budget goals. Ensure to process orders and on-time delivery by network of courier companies and warehouses. Expedite repairs to be able to give customer feedback on time in case dates shifts Run a repairs and new components report for a meeting with business units, accounts managers and manufacturing director for dates Run quotes versus order report to determine loss sales for the sales team Manage expediting requests from regions Run open orders report for expeditors to expedite with MRP controllers and buyers. Sandvik Mining & Construction Key Parts Coordinator (Team Leader) October 2007 to April 2011 Needed to grow
- 4. Key Activities Internal Sales Team leadership Team assessments (KPI’S) for bonuses and increase Chair team meetings Attend management communication meetings Team motivation and support with all issues Liaise with sales representatives and ensure that they are informed of out of stocks and breakdowns Purchasing, price negotiation and discount with suppliers of consumables Ensure excellent customer services and provide constant feedback to customers and management Ensuring that all customer order are process on time and accurately Handle Conflict within the department and apply discipline and be impartial manner Dealwith team issue and make decisions Delegate responsibilities equally and fairly to all Supervise staff and ensure that quotes are correctly done and deliveries are followed up. The Cold Chain TelesalesConsultant Feb 2002 to June 2007 Needed growth Key Activities Accurate order capturing Calling merchandisers and store clerks for orders before 2pm daily deadline Check price discrepancies when capturing orders Question volumes when capturing orders based on Store ROP levels especially if and an item is or not on special Communicate with the warehouse on special order after the 2pm deadline Ensure merchandisers report absence and availability in the stores where they are placed by 9am Lower Umfolozi District War Memorial Hospital Supply chain Management (Internship) January 1999 to November 2000 Key Activities Prepare purchases and replenish surgical sundries, hardware,medical equipment, maintenance items, furniture, cleaning material and stationery Receive ordered items and issue stock to the ward and clinics Follow up outstanding orders Compile documents to be presented on bid committees Conduct monthly, quarterly and weekly stock-take and keep records both manually and electronically Manage stock levels and issue supplies order by end-users as per requisition. Maintain records and registers applicable in the SCM Department. Attend to SCM committee meetings Process determined needs for goods and services according to SCM Practice notes during the SCM Demand Phase. Acquire goods and services,making use of the contract and quotations according to SCM Practice Notes during the SCM Acquisition Phase. Administer effective stock control according to the SCM Practice Notes during SCM Logistics Phase upon receipt of the goods and services Keep detailed records of all SCM processes.
- 5. Storage and rotation of supplies. Filing of requisitions and summaries after issuing. Personal Achievement Sandvik Mining and Construction Reaching sales target during the world economic crisis with strategic Marketing and superior customer Service at Sandvik Promoted within a year and half, because of hard work and dedication to Customers and my work at Sandvik Project Operation clean up Joy Global Finding means and ways of reducing goods issued and not invoiced to (GDNI). Ensure that goods in transit (GIT) are processed within a day of being received. Clearing and minimizing credits and return by customers. Finding ways and plans of discovering lost POD. Conducting stock taking to reconcile and balance stock. REFERENCES George Schroeder (CSC Manager) Sandvik Mining and Construction +27824950420 Reuben Mabunda (Accounts Manager) Joy Global +27824526303 Sandile Seme (Deacon) Church Leader +2781 059 4785