- English
- Full Professional Proficiency
Esmé Ferreira
Fort Worth, TX
Summary
Versatile, results-driven professional with 20 years of progressive experience spanning operations management, business unit leadership, people development, financial oversight, and customer excellence. Consistently delivers measurable outcomes, from scaling teams and reversing revenue decline to eliminating debt backlogs and building enterprise client programs. Equally effective as a strategic thinker and hands-on executor; known for bringing structure, accountability, and calm authority to complex, fast-moving environments. Holds a BCom in Industrial & Organizational Psychology. Bilingual: English & Afrikaans. Authorised to work in the United States.
Overview
21
21
years of professional experience
Work History
Business Unit Supervisor — Operations, Sales & People Leadership
AASA
03.2023 - 03.2026
- Held full strategic and operational accountability for a business unit central to corporate growth — overseeing P&L, sales targets, service delivery, quality, compliance, and a team of 11.
- Grew the customer base by 70% in under three years, restoring membership volumes to levels not seen since 2013.
- Eliminated 83% of outstanding receivables within the first 12 months, directly strengthening organisational cash flow and financial health.
- Designed and delivered a national corporate audit program that generated over $1M+ in revenue while deepening enterprise client relationships.
- Scaled the department from 1 to 11 employees, managing the full HR lifecycle: recruitment, onboarding, training, coaching, performance management, and employee relations.
- Planned and executed integrated B2B and B2C marketing campaigns across digital, direct mail, and client channels — all tied directly to revenue targets.
- Served as the business liaison for IT and systems: drove CRM integration with digital platforms, managed application enhancements, and championed AI workflow tools to boost team productivity.
- Directed quality assurance, compliance audits, and award/recognition programs; maintained consistent adherence to industry standards.
- Led supplier negotiations, contract drafting, and vendor management — balancing cost efficiency with service delivery excellence.
- Resolved high-stakes customer escalations, protecting brand reputation and converting detractors into retained clients.
- Appointed Incident Commander for Occupational Health & Safety (OHS); led emergency response coordination and incident management across the department.
Supply Chain Administrator
AASA
06.2013 - 02.2023
- Managed end-to-end administrative coordination of fleet and operational programs across departments, driving measurable improvements in efficiency and capability.
- Produced monthly Excel-based management reports and financial analyses that guided senior decision-making and surfaced operational performance trends.
- Maintained rigorous data integrity across enterprise systems; identified performance deviations early and delivered actionable recommendations to stakeholders.
- Led the rollout of new administrative systems, coordinating change management and training to ensure seamless adoption.
- Managed industrial relations and interdepartmental communication, keeping cross-functional operations consistent and on track.
Senior Correspondence Clerk
AASA
09.2010 - 05.2013
- Managed high-volume, high-complexity member inquiries and complaints, consistently meeting SLA benchmarks and quality standards.
- Investigated and resolved escalated customer issues, improving both retention and satisfaction outcomes.
- Supported cross-selling initiatives and member retention strategies, contributing to revenue protection.
- Reviewed and aligned marketing communications to ensure clarity, brand consistency, and audience relevance.
Tele-Recruiting Supervisor
SANBS
03.2007 - 03.2009
- Supervised a tele-recruitment team across the Northern Zone, maintaining policy compliance and driving consistent achievement of performance targets.
- Trained staff, conducted performance assessments, and compiled statistical management reports to guide team development and resource planning.
- Managed stakeholder queries and complaints; supported public relations and promotional campaigns that enhanced community engagement.
Logistics Controller
SANBS
09.2005 - 02.2007
- Coordinated logistics operations, property leases, health & safety programs, and staff supervision, maintaining full compliance and operational effectiveness.
- Oversaw procurement, vendor quotations, budget tracking, petty cash management, and debtor submissions to ensure fiscal discipline.
- Authored the regional warehouse operational manual, standardizing procedures and delivering measurable efficiency gains.
Education
Bachelor of Commerce (BCom) - Industrial & Organizational Psychology
UNISA
2023
Skills Development Facilitator (SDF) - Accredited Certificate
AIE
2025
Senior Certificate - U.S. High School Diploma Equivalent
Hoërskool Nelspruit
Skills
- Team Leadership & Supervision: hiring, training, performance management
- Inventory Management & Stock Control
- Scheduling & Workforce planning
- Process Improvement & Workflow Optimisation
- KPI Tracking & Performance monitoring
- Customer Service & Client Relations
- Vendor Coordination & Management
- Safety Awareness & Compliance
- Data Reporting; Excel, PowerBI
- Business Systems: CRM platforms, Microsoft Office Suite
LANGUAGES
- Afrikaans
- Full Professional Proficiency
CAREER HIGHLIGHTS
- 70% Customer / member base growth since 2023
- 83% Reduction in outstanding receivables — year one
- $1M+ Revenue from national corporate audit program
- 1→11 Team scaled from scratch under full HR leadership
Timeline
Business Unit Supervisor — Operations, Sales & People Leadership
AASA
03.2023 - 03.2026
Supply Chain Administrator
AASA
06.2013 - 02.2023
Senior Correspondence Clerk
AASA
09.2010 - 05.2013
Tele-Recruiting Supervisor
SANBS
03.2007 - 03.2009
Logistics Controller
SANBS
09.2005 - 02.2007
Senior Certificate - U.S. High School Diploma Equivalent
Hoërskool Nelspruit
Bachelor of Commerce (BCom) - Industrial & Organizational Psychology
UNISA
Skills Development Facilitator (SDF) - Accredited Certificate
AIE