Lana Ayres
Demand Planner
Edenvale,Johannesburg
Summary
Experienced and driven Customer Service Consultant with a proven track record of providing superior customer service to clients in the FMCG industry. Bringing forth a commitment to success and increasing sales rates. Experienced in helping clients to discover and purchase the right products that meets their needs and business. Adept in all Supply Chain procedures and committed to building and fostering positive relationships with clients and industry members. Recognized for unique and effective customer service and negotiation skills throughout an 18-year career.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Demand Planner
McCain foods
Johannesburg, GP
10.2021 - Current
- Reviewed historical sales trends and researched demand drivers to prepare forecast data and develop statistical forecast models.
- Ran weekly fill rate reports to highlight potential issues and corresponding solutions.
- Improved demand forecast for multiple distribution channels based on previous sales and consumption
- Participated in sales and operations meetings to assess performance and forecast and formulate necessary corrective actions
- Communicated demand plans to manufacturing sites to resolve gaps between demand and supply plans
- Provided ad-hoc analytics and operational expertise to drive fact-based inputs into forecasting
- Proposed and implemented solutions to improve demand forecast accuracy
ORDER DESK CONTROLLER
McCain foods
Johannesburg, GP
06.2014 - 10.2021
- Responsible for handling all incoming customer orders up to 30 per day
- Processing customer orders accurately timeously and confirming the orders
- Preparing correspondences and fulfilling the customer requirements to ensure customer satisfaction
- This includes availability checking (ATP) by location to ensure maximum order fulfillment and target customer service levels
- Low stock issues must be escalated and communicated to the supply chain and commercial team
- Open order management is to be maintained weekly with customers
- The Order Supply Chain Distribution Controller should handle all service delivery issues.
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Developed and maintained courteous and effective working relationships
- Developed strong communication and organizational skills through working on group projects
- Excellent communication skills, both verbal and written
- Applied effective time management techniques to meet tight deadlines
- Proven ability to learn quickly and adapt to new situations
CUSTOMER CARE FACILITATOR
VECTOR LOGISTICS
Jane Furse, GP
02.2010 - 06.2014
- Customer Service for Nando's, Chicken Licken and,
- Instrumental in making sure that Burger King stores had stock for the beginning of their store roll out in South Africa
- Dealing with complaints - logging, resolving, and giving feedback to customer
- There was also assistance and execution of product recalls
- Allocations/jabs of all promotional stock
- A key area of the role was also dealing with opening orders of new stores (process order/follow through with ops/update customer)
- As a Customer Care Facilitator, I was also the contact point for all respective departments (ops/depot/debtors etc.) and the main contact point for customer queries/concerns
- Reason for leaving – Branch moved to Durban
CUSTOMER EXPERIENCE DELIVERY CONTROLLER
Ecocall LTD TA 2 Circles Communications
London, UK
10.2006 - 11.2009
- Front line Reception
- Incoming calls and making sure that the call was answered within three rings and that the customer was greeted as per system information that reflected on the screen when the call came through
- It was also important to find out exactly what the customer needed so that I could put them through the correct person in the correct department
- Customer Experience, whose duties entailed the retention of current customer bases and increasing the customer base of the company.
- Paid attention to detail while completing assignments.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Worked effectively in fast-paced environments.
- Applied effective time management techniques to meet tight deadlines.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Associate of Arts - Italian Studies
Dante Alighieri
Johannesburg, GP 10.2022 - Current
Some College (No Degree) -
Hartwell Business School
Johannesburg, GP 01.2004 - 12.2004
Some College (No Degree) -
EDENVALE HIGH SCHOOL
Johannesburg, GP 01.1998 - 01.2002
Skills
Excellent written and oral communication
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
People will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Maya Angelou
Timeline
Associate of Arts - Italian Studies
Dante Alighieri
10.2022 - Current
Demand Planner
McCain foods
10.2021 - Current
ORDER DESK CONTROLLER
McCain foods
06.2014 - 10.2021
CUSTOMER CARE FACILITATOR
VECTOR LOGISTICS
02.2010 - 06.2014
CUSTOMER EXPERIENCE DELIVERY CONTROLLER
Ecocall LTD TA 2 Circles Communications
10.2006 - 11.2009
Some College (No Degree) -
Hartwell Business School
01.2004 - 12.2004
Some College (No Degree) -
EDENVALE HIGH SCHOOL
01.1998 - 01.2002
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