Pregan Naidoo Email & Phone Number

Australia

Australia

Durban, Kwazulu-Natal, South Africa

Debt collections and rehabilitation

South Africa

South Africa

• Management of the National Call Center which consists of the Inbound Customer Service Team, Account Retention Team, Outbound Telesales team and Administrative Teams.• I currently manage a workforce of 10 Team Managers and 160 Agents. • I ensure that our Department provides World Class Customer Service to all our clients and that all queries are promptly actioned within the required SLA. • Management of the various work streams• Provide Leadership and guidance to the management team• I implement business processes to ensure efficiencies• Maintain a safe working environment inline with Government regulations regarding COVID• Handle high level queries from Social Media, escalations via the call center or escalations to the CEO. • Management of all staff disciplines. • Building effective working relationships with Store Managers from the Edgars and Jet stores• Conduct forecasting and staffing for the call center to ensure Service levels are achieved and abandon rates are minimal. • Investigate Fraud and Disputes• Conduct Quality Audits • Coach and Guide Team Leaders and staff.

Umhlanga

• Responsible for implementing continuous improvement initiatives relating to customer experience and quality.• Responsible to support and empower the business’ operations to achieve the required customer experience and quality outcomes.• Responsible for the operational management of the Quality Assurance Team.• Assumed overall accountability for the consistent implementation of appropriate standards and measures relating to quality and customer experience.• Implemented best practices and aligned IUA processes accordingly.• Support the business operations in ensuring that the quality of work delivered, and all client interactions meet our customer experience purpose and quality standards by providing relevant, regular and accurate reporting data (MIS).• Responsible for managing transactional quality monitoring, including analysis, calibration, reporting and root cause analysis of our customer interactions and performance metrics to ensure that both our business processes and employees are meeting our Customer Experience

Umhlanga

Managing the Inbound Customer Care Call Centre.Social Media - Hello Peter, Twitter, Facebook & Webchat.Oversee & manage the Quality Assurance team.Fulfillment.

Durban Regional Credit Office

To ensure the effective and consistent implementation of chain strategies, processes, policies and procedures in the region, through delivering professional customer service. Effective management of the Human, Technical and Financial Resources of the relevant departments. • Manage the Customer Service Inbound Call Centre for Financial Services – National Platform• Manage Customer Queries via Social Media Platforms ( Hello Peter,Facebook,Company Website ), Consumer Department , All Credit Bureaus and internal Admin Department ( Paper trail-Email & referral queues )• Learning forum Manager – Oversee and Manage the Training Manager & Department Trainers• Technologies utilised in the management of the call centre are, Noble Systems – Harmony, Maestro & Work Force Management.• All calls are received via VOIP – Voice Over Internet Protocol• I manage and lead a group of 12 Team Managers and 170 Customer Service Inbound Representatives in the Durban operation• Department receives & Handles approximately 260 000 calls per month for South Africa, Namibia, Botswana & Swaziland• SLA measures are Speed of answer, Average Call Handling Times, Abandon rates, Financial Product Sales, Efficiency, and Conformance & Customer Experience.• Call centre operates 7 days a week which requires multiple shifts from my workforce• Control & Manage the Budget & P&L for my Department.• Actively involved in the forecasting and planning for my Department• Manage performance via Performance Agreements with specific KPI’s linked to the role. I am actively involved in the Development and implementation of this process.• Chair the OHASA committee – ensure the smooth running of the operation in terms of Occupational Safety & ensure company compliance in terms of legislation requirements• Implemented a Fun Committee in my department to boost morale, reward staff, and to create an environment where staff can work & have fun doing it.

 Managing the inbound call centre for Absa Rewards, Vodacom Credit Card and the Redemptions Department Process between 60-80 million rand per annum worth of orders. Process on average 21000 orders per month Monitoring and Ensuring SLA agreements are adhered to Development and Implementation of Performance agreements Staff forecasting and planning Liaising with Suppliers and Procurement team to ensure Rewards are fulfilled Daily compilation and analysis of stats Handling irate members and escalated calls Development and implementation of company policies and strategies Coaching and Development of staff Conducting Random audits to monitor call and work quality Handling the entire Procurement Process Managing 80 suppliers Handling and Monitoring of all Query Ques

 Leading and Managing a team of 16 direct reports on a weekday and 130 staff on a weekend Conducting store visits, implementing controls and processes and monitoring and follow up of these processes  Monitoring and driving team targets, team performance and admin pools (workflow) Submission of service centre performance statistics and feedback to service executive Ensure that accurate and professional service is provided to all customers within the agreed turnaround times Dealing with and resolving elevated queries/problems Operational planning with outcomes aligned with strategic goals Managing and forecasting of headcount Ensure acceptable staff turnover levels Manage OHASA requirements Optimal productivity through the effective management of people & technology Driving value add solutions and gaining efficiencies across the Service Centre Managing the ongoing relationship between internal & external clients/customers Ensuring continual communication between management and staff  Coaching and development of staff through weekly one on one feedback sessions Presentations on company performance to all staff Training and development of staff Development of new procedures and policies Designing and implementation of staff performance agreements Monthly performance reviews Management of query and admin staff Ensure that new account faxed applications are processed within 25 minutes Ensure that express credit applications are processed within 15 minutes Ensure that 90% of all calls answered within 20 seconds Ensure that 80% of all slots are met Motivation and development of team Schedule design and adherence of staff and call centre projections Ensure Cost efficiency Implementation of staff incentive scheme Conduct Staff Audits on call and work quality Recruitment and selection of staff

 Ensured the smooth running of the credit office Design of staff planning Handling customer disputes and queries Management and control of cash and credit office Ensuring that superior customer service was provided Growing the customer account base by introducing new business development ideas Balancing of the stores financial report to the banking reports(reconciling) Administration and banking Preventing frauds and disputes Training and development of staff

Certificate In Financial Products Nqf Level 4 Saqa No 62809

FAIS QUALIFICATION - CERTIFICATE IN FINANCIAL PRODUCTS (NQF LEVEL 4 ) SAQA 62809 * Basic Financial Concepts and Calculations * Insurance.

Bachelor Of Business Administration (Bba), Human Resources Management/Personnel Administration, General

Credit Management

 Credit Management 1 – First Class Pass  Credit Management 2 - Pass

Business Management

 Subjects: Business Management, Business Communication, Business Administration, Marketing, Basic Bookkeeping, Microsoft Office, Corel.

Maths, Accounting,Biology, Geography, English & Afrikaans

To provide leadership and value-add solutions, by exploiting my extensive knowledge regarding varied business sectors regardless.