Esmé Ferreira
Fort Worth,TX
Summary
Dynamic business unit supervisor at the Automobile Association of South Africa, achieving a 70% increase in member growth and an 83% reduction in debtors. Expertise in financial management and people leadership, with a strong record in operational excellence and enhancing customer experience. Proficient in strategic planning and advanced data analysis, driving impactful results.
Overview
21
21
years of professional experience
Work History
Business Unit Supervisor
The Automobile Association of South Africa
03.2023 - 03.2026
- Lead a strategically critical business unit supporting one of the organization’s core pillars, with full accountability for sales performance, operational delivery, financial outcomes, quality standards, and people leadership.
- Drove active sales growth, increasing the member base by 70% since 2023 and restoring volumes to levels last achieved in 2013.
- Led a strategically critical business unit contributing to core pillars and corporate strategy.
- Held full financial accountability for the department, including budget planning, cost control, revenue growth, and debtors management.
- Reduced outstanding debtors by 83% within the first year, significantly improving cash flow and financial health.
- Successfully delivered a national corporate audit project, generating R1M+ in revenue and strengthening enterprise client relationships.
- Scaled the department from 1 to 11 employees, building and leading a high-performing team while managing the full HR lifecycle (recruitment, onboarding, training, development, coaching, performance management, and employee relations).
- Direct and oversee quality assurance and compliance, including audit scheduling, adherence to industry standards, and management of recognition and award programs.
- Planned and executed integrated marketing initiatives across digital platforms, direct marketing, and client communications, supporting sales growth.
- Act as the business liaison for IT and systems development, driving CRM integration with digital platforms and overseeing application enhancements.
- Lead supplier negotiations, vendor management, and contract drafting, ensuring cost efficiency and service delivery excellence.
- Drove operational excellence through continuous process improvement and performance reporting while leading day-to-day operations.
- Manage and resolve escalated customer complaints, protecting brand reputation and enhancing customer experience.
- Lead and coordinate large-scale corporate and fleet audit projects, ensuring alignment with client-specific requirements and service delivery standards.
- Appointed Incident Commander for Occupational Health & Safety (OHS), coordinated emergency responses and led incident management.
Supply Chain Administrator
The Automobile Association of South Africa
06.2013 - 02.2023
- Administered fleet operations and developed enterprise programs to enhance operational capabilities.
- Produced monthly management reports using advanced Excel analysis to track operational and financial performance.
- Maintained data integrity, identified performance deviations, and provided actionable insights to senior stakeholders.
- Supported implementation of new administrative systems and streamlined process improvements.
- Managed industrial relations activities to ensure compliance and effective communication.
Senior Correspondence Clerk
The Automobile Association of South Africa
09.2010 - 05.2013
- Managed high-volume, high-complexity member enquiries and complaints in line with SLAs and quality standards.
- Investigated and resolved escalated customer issues, improving retention and satisfaction.
- Coordinated interdepartmental communication to ensure timely resolution of cases.
- Supported cross-selling initiatives and member retention strategies.
- Reviewed and translated marketing communications to ensure clarity and brand alignment.
Tele-Recruiting Supervisor
South African National Blood Service
03.2007 - 03.2009
- Supervised tele-recruitment team across Northern Zone, ensuring policy compliance and achievement of performance targets.
- Trained staff and conducted performance assessments while compiling statistical management reports to guide team development.
- Managed customer queries and complaints, supporting public relations initiatives and promotional activities to enhance stakeholder engagement.
Logistics Controller
South African National Blood Service
09.2005 - 02.2007
- Coordinated logistics operations, property leases, health & safety programs, and staff supervision to maintain compliance and operational effectiveness.
- Oversaw procurement processes, vendor quotations, budget tracking, petty cash management, and debtor submissions to ensure fiscal responsibility.
- Developed operational manual for regional warehouse to standardize procedures and improve efficiency.
Education
BCom - Industrial & Organizational Psychology
University of South Africa (UNISA)
Skills Development Facilitator (SDF) Certificate - South Africa
Accredited Qualification
Senior Certificate -
Hoërskool Nelspruit
Skills
- Sales Leadership & Revenue Growth
- Strategic Planning & Execution
- Financial Management & Budgeting
- Debtors & Cost Control
- People Management (Full HR Lifecycle)
- Performance Management & Coaching
- Quality & Compliance Audits
- Customer Experience & Complaint Resolution
- Marketing & Brand Coordination (B2B & B2C)
- CRM, Systems & Application Coordination
- Vendor Negotiation & Contract Management
- Operational Excellence & Process Improvement
- Data Analytics & Business Intelligence (Power BI)
- AI Tools Utilization & Workflow Optimization
- Data Analysis
- Operational Reporting
- Audit Processes
- Risk Management
- Efficiency Improvement
- Data Interpretation
- Strategic Decision Making
References
Available upon request
Languages
- Afrikaans
- English, Full Professional Proficiency
- Afrikaans, Full Professional Proficiency
Timeline
Business Unit Supervisor
The Automobile Association of South Africa
03.2023 - 03.2026
Supply Chain Administrator
The Automobile Association of South Africa
06.2013 - 02.2023
Senior Correspondence Clerk
The Automobile Association of South Africa
09.2010 - 05.2013
Tele-Recruiting Supervisor
South African National Blood Service
03.2007 - 03.2009
Logistics Controller
South African National Blood Service
09.2005 - 02.2007
BCom - Industrial & Organizational Psychology
University of South Africa (UNISA)
Skills Development Facilitator (SDF) Certificate - South Africa
Accredited Qualification
Senior Certificate -
Hoërskool Nelspruit