CURRENT ROLE AND PROGRESS I currently work as a Senior Customer Service Representative, responsible for mainly the OEM/OES industry customers, as well as agriculture, industrial aftermarket, railway, and off-road “yellow” equipment. Outside of my immediate role I have been tasked with providing technical support, both to my colleagues and to the various customer base, on bearings, complete housing applications, mapro (maintenance, lubrication and condition monitoring products and services), power transmission, mechatronics, Cooper split bearings, seals which include the hydraulic and pneumatic seals, and I have also had the opportunity to be involved with slew ring bearing projects as well. I also conduct the training on the e-commerce web base software to new and existing customers. In this training that I conduct I go through the various features that the system can offer and provide customers with an overview of what the company does and what it has to offer. Whilst presenting, I always take the opportunity to conduct basic training on all the various products offered over all the platforms and encourage the user to make use of the company’s website and tools. My current role in Customer Service is to take telephonic enquiries, answer emails, provide quotations, handle customer complaint, and place orders. However, in my opinion, it is so much more; it is to provide customer satisfaction by providing knowledge, understanding, finding the right solution for the customer’s needs, taking the initiative to find new opportunities, offering alternative solutions or products where we are unable to supply, getting the right people involved to assist in resolving the customer’s problems, taking ownership of the enquiry from the beginning to the end, building strong lasting relationships in all areas of the supply chain on all levels both within the organization as well as with the customer, and providing excellent service that almost always has the customer call again. It is for this reason that I feel that my talent, skills and abilities can be better used in the very area that I am so passionate about, which is as a Sales Engineer in the field. MY PERSONAL DEVELOPMENT PLAN My personal development plan has been to increase my knowledge on product, industry, and the various applications. When faced with challenges I always try to determine what the customer’s needs are by asking open-ended questions to better understand their requirements and analyze any possible solutions that can either resolve or enhance their operation. I feel it is important to know your customer’s business and how they operate to accurately service their requirements. And it is imperative to fully understand the requirements, goals, and values of the business you work for. For me, it is just as important to know the various products your company offers, what it is you are selling, where it works, and how it will have a positive impact in the market. I therefore endeavor to educate myself in these areas by doing online research, attending online training, and asking the company experts, both in SA and abroad, about the products, applications, and industries. I am currently studying for a Higher Diploma in Mechanical Engineering. Because I come from a technical background, having worked very closely with the Engineering department, and having the ability of technical understanding, has benefitted me and enabled me to skip the first diplomacy and go straight to the Higher Diploma. This achievement would not have been successful if I did not have the support of the Engineering Manager and the confidence and value, he sees in me. As such, he assisted by providing, both the company and the college, with reasonable and justifiable motivation for this to be accomplished. To gain some exposure with meeting customers at face-to-face value, I have accompanied the sales reps and platform specialists on customer visits. I have setup and been apart of virtual meetings with customers, and on occasion (on my day off) I have accompanied the distributor to the end user. I am encouraged by the feedback that I get from my colleagues in their various departments and from my customers. Whether the feedback is positive or negative, it gives me the insights I need to positively improve and develop my personal growth to my full potential. REFERENCES In order to ensure you make an informed decision about me and the value I can have in your organisation, I have given you some references of those who have had the opportunity to work closely with me and can give you more insight. Ian Cillie – Previous MD (***)-***-**** Ravin Durga – Technical Seals Specialist (***)-***-**** Desiree Fortune – CSR who worked along side me (***)-***-**** Christian Chipuanga – Industrial Sales Manager (***)-***-**** Marchant Taylor - OEM Manager (***)-***-**** Chris Lubbe - Engineering Manager (***)-***-**** Frans Odendaal - Power Transmission Platform Manager (***)-***-**** Eddie Martins - Automotive, Training and Mapro Specialist (***)-***-**** Regan Scheepers - OEM and Railway KAM (***)-***-**** Further to the above mentioned references, I will send you more as soon as I have confirmation from them. Thank you for taking the time to read my portfolio, I look forward to your feedback. Kind Regards, Laura du Toit.