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Michelle Solomon

English Tutor

Amsterdam, Netherlands
Joined February 18, 2021
Team player, loyal and motivated to achieve satisfied customers and positive feedback in service engagements, no matter the size. I have involved myself in additional resposonbilities outside of the day to day tasks such as being the contact at Merck as the complaints management system support for my colleagues needed assistance. My professional experience is primarily in sales and service environments, building, maintaining customer relationships in deliver of a service or solution to meet business objectives. My sales experience has been within fields as garment/workwear manufacture and supply in specialized laundry contracts specific to industry SHEQ and protectivewear standards. Retail, in textile fashion accessory development and supply into major South African retailers. For the previous 21 months, in Amsterdam, my focus has been complaints management in the collections department for UK and Ireland customers. Complaints handling was related to all post delivery errors with invoicing, shipping failures, quality issues and service complaints handling. During my experience at Merck Chemicals, I was part of system integration and change over to upgraded ERP’s due to change of entity to Merck Life Sciences rather than SIgma Aldrich and Merck Chemicals. Resolving complaints through the integration and coordinating changes for post delivery complaints in impacted shipping or invoicing system. Resulting in multiple systems investigations to order processing and delivery in Oracle, SAP PRE, SAP P01 across molsheim, Germany and Gillingham. CAPA management and customer care was key to my role here. I have also worked in the central sales office for a large privately owned hotel (350rooms) with over 17 venues, an exhibition centre and team building facilities, collaborating with 3rd party marketing/events teams, business owners and stakeholders in planning and managing events. My experience in Human Resources has been as an HR Manager, Recruiter and Hiring Manager. The bulk of this experience being as Recruiter, managing candidate vacancies and processes. Consultancy experience in setting up insurance agency branch structures from scratch across South African regions and driving the coordination of candidate submissions/negotiation of employment offers until closure stage in meeting recruitment targets. I have also been responsible for pre-sale activities in preparing and coordinating proposals with technical teams for IT and software development solutions and custom developed systems to solve business challenges. Coordination of teams to meet with deadlines for pre-sales activities and driving pre sales with technical teams (busy with project engagements) for input until final submissions. All pre-sales compiling of proposals and negotiation involved. During roll out of projects service delivery as the point of contact with decision makers and stakeholders and to support and assist the project and technical teams resolve project challenges.
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Merck Chemicals
Mar 2019 – Jan 2021
Customer Care
As Customer Care Specialist, Complaint Management focusing on solutions for North Europe (UK/Irish) related to post delivery of services and orders. Complaints and solutions for orders processed in error by order processing teams (multiple platforms e-commerce, B2B, internal) containing incorrect shipping addresses, products, batches, prices, freights, vat, master data set up errors) and implementation and executing immediate and long terms corrective action to remedy complaints. Exceeding service delivery targets. This responsibility including full complaint handling with customer and commercial team (as necessary) in correcting, managing complaint and service delivery. Primary care taken with returns of failed deliveries and replacement of orders using systems to implement corrective action. Systems experience in SAP, Oracle, Trackwise and Assigned as the SPOC (special point of contact) to the distribution accounts (Scientific Laboratory Supplies & Greyhound) and formed part of the internal salesforce "Champion" network team in knowledge sharing and support to Western Europe team with salesforce system tips and tricks.
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First Garment Rentals Division of Bidvest Laundry Group
Oct 2017 – Aug 2018
South Africa
Sales Executive
• B2B sales role in rental of apparel/ laundry services for industrial and manufacturing sectors. • Cold calling, lead generation, negotiation of 36month service contracts for laundry and industrial protective workwear services; • Cross functional account development: Head offices and various business owners/stakeholders in health and safety, production, compliance and quality control in a negotiation. • Compliance with Occupational Health/Safety Act, Healthcare and Medical Act, Mining Safety and Protection Act and South African Bureau of Standards, Quality Management systems such as ISO 9001 2015; 14001 2015, 1801 2007 quality. • Built and nurtured a large account portfolio consisting of several accounts: Henkel (Pty) Ltd (chemical) CureChem (chemical) Edward Snell & Co (beverage manufacturing) Sage Wise (food processing) Fresenius Kabi (healthcare/medical) Pilot Crushtec (manufacturing) PhilAfrica Foods (Pty) Ltd (veterinary food processing) Bioclone (beauty/cosmetics manufacturing) WFM Starch Products- (food processing) Fisherman’s Deli (food processing) • Operational coordination with make up, embroidery, warehouse, service and dispatch teams to deliver. • Onsite inspections and apparel /laundry proposals for Trinity Pharma, Specpham, United Pharmaceutical Distributors, NCP chlorochem, Straw Lamb, Bakels and others.
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Recreation Africa Leisure Industries
Jan 2015 – Aug 2017
South Africa
Sales Office Manager
My initial role started as Corporate Sales Executive and was promoted to Sales Office Manager. Managed group events/exhibitions, accommodation and tour groups for Misty Hills Country Hotel and Kedar Heritage Hotel; • Leading, coaching, mentoring a team of 13 subordinates; • Driving closure of sales to meet group budget of ZAR 56 000 000.00; • Generalist HR management including performance management, targets and discipline; • Managing end to end recruitment functions; • Assisting sales team resolve customer challenges across 3 business areas. • Event planning with event managers. My role was more focused at assisting event team secure contracts and negotiate any challenges with clients; • Events secured: SA HIV Clinicians Society ZAR 1 000 000.00; VetLink ZAR 1,400 000.00; Afrisam ZAR 650 000.00; Cliffe Dekker Hofmeyer ZAR 500 000.00; Barclays Bank ZAR 110 000.00; SASSA ZAR 750 000.00; South African Social Services ZAR 350 000.00; Department of Agriculture ZAR 250 000.00; Engineering Association ZAR 800 000.0. Assisting Event Managers close many others events over the period in reaching targets.
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Maby Corporate Clothing
Jun 2014 – Nov 2014
South Africa
Commercial Sales Manager
Headed up commercial team. 11 subordinates (wholesale/retail) including Call Centre, regional Sales Representatives (C.T, KZN, Pretoria, Johannesburg and Port Elizabeth) and Operational Manager. • Budget of ZAR 56 000 000.00 (Retail) • Budget of ZAR 25 000 000.00 (Wholesale) • Strategic account planning to meet budget. • Commercial with securing new clients and negotiation of maintenance accounts. • Achieved: Procurement Listing with Tsebo Holdings allowing access to 50 new units and an account valued at over ZAR 3, 500.000.00 per annum; • Achieved: Retention of the Bosasa account valued at ZAR 1 000 000.00 monthly to retail – This account was a correctional services account and staff not allowed in facilities without uniforms. Custom spec design which took additional time to manufacture. • Partner relationships with Barron and Kevro (wholesale). • Retail clients managed: Tsogo Sun, Protea Hotels, Sun International group, Compass, Bosasa, Primi Piatto. • Challenges – Backlogs of 3months on orders, supply from USA was unreliable. Lost Compass Group account during my tenure.
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Calicom Trading (Pty) Ltd t/a Accessori
Jun 2011 – Jun 2014
South Africa
Key Account Manager
1/06/2011 – 21/06/ 2014 – Account Manager (3 years) 01/11/2005 – 30/10/2006 – Sales Executive (11 Months) Account Manager • Managed cross functional units within fashion retail sector (fashion hub head offices in Cape Town) • Sourcing and development with factories in China and India to manufacture textile based accessory ranges; • Milestones achieved: Product development for Ginger Mary and HeyBetty. Exact: Development of revenue by 30% due to stock planning and strategic product development. • Negotiations with international suppliers. • International travel to Europe for inspiration and trend analysis, product purchases. • Troubleshooting customs issues and deliveries delayed due to issues of freight/shipping. Sales Executive Managed retail accounts in the KZN (Durban region); New business in independent retail chains, corporate sector and boutique sector.