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Leila Fraser

@leilafraser

Message

Senior Account Lead who streamlines customer order-to-shipment operations for complex wholesale accounts.

South Africa

Message

What I'm looking for

I want to grow in roles where I can own complex accounts and streamline order-to-shipment operations—balancing customer communication, compliant deliveries, and cross-team coordination to deliver consistently strong outcomes.

I’m a Stellenbosch University LLB graduate (graduated 2019) who has built a strong career at the intersection of operations, customer experience, and coordination. At Westcoast, I’ve been employed since Sept 2022 as a Senior Account Lead for the Operations department, where I look after the 2 largest and most complex accounts in our Wholesale department. I liaise with internal teams and the customer to fulfill shipments and manage the customer order process from receipt of order through to shipment and delivery.

I’m recognized for performance, including “Operations Coordinator of the year in 2024.” I arrange deliveries and ensure they are compliant with customers’ specifications, resolve delivery problems and communicate delays, and provide stock availability and lead time information. Alongside customer queries and complaints, I also report on customer stock and sales and undertake ad hoc company projects as required; previously, I led project and course coordination work, including attendance tracking on LMS (VETrak), scheduling facilitators, and supporting learners through registrations, cancellations, and certificates.

Experience

Work history, roles, and key accomplishments

Current

Senior Account Lead

Current

Westcoast

Sep 2022 - Present (3 years 11 months)

Managed the customer order process from receipt through shipment and delivery, including delivery scheduling and compliance with customer specifications. Resolved delivery problems and customer queries, communicated delays and stock availability/lead times, and produced customer stock and sales reporting.

Wholesale Account Management Order Processing Compliance Coordination Logistics Coordination Customer Relationship Management Stakeholder Management Delay Communication Sales Reporting Conference Calls

Project Coordinator

Reach Summit

Apr 2022 - Aug 2022 (4 months)

Coordinated hospitality courses for unemployed youth by liaising with stakeholders and arranging course logistics. Managed attendance tracking, budget tracking, facilitator scheduling, and learner data capture in line with data regulations.

Project Coordination Data Compliance Data Capture Budgeting

National Short Course Coordinator

Complete Hospitality Training

Aug 2021 - Apr 2022 (8 months)

Coordinated national short courses (up to 6 weeks) including student onboarding, daily attendance recording, and coordination with external stakeholders. Supported reception during lunch breaks and handled course changes, cancellations/refunds, assessment quality checks, and certificate issuance.

Course Coordination Onboarding Course Registration Support LMS Attendance Recording (VETrak)Data Reporting Course Change Rebooking Support Facilitator Schedule Updating Refunds Certificates

Personal Assistant to CEO

Lonfin

Jan 2020 - Aug 2021 (1 year 7 months)

Provided executive support to the CEO by scheduling meetings, managing the CEO calendar, and handling phone calls and emails. Took detailed meeting notes, supported daily time management, and planned travel including flights, accommodation, and ground transportation.

Executive Support Calendar Management Scheduling Email Management Meeting Notes Time Management Travel Planning

Travel Agent

Pentravel

Jan 2019 - Jan 2020 (1 year)

Sold tailored holiday packages and advised customers on destinations, cultures, customs, weather, and activities. Booked flights on Amadeus, assisted with visa applications, handled payments, and managed travel issues including conflicts and cancellations/refunds.

Customer Needs Tailoring Customer Advisory Payment Processing