Rakesh Sookay Email & Phone Number

Durban, Kzn, Za

South Africa

Data Visualisation: Creating intuitive, user-friendly dashboards using Microsoft Power BI to simplify complex data.Data Transformation: Converting raw data into structured, valuable insights that are easy to interpret.Automation: Streamlining data processes to enhance efficiency and free up time for strategic decision-making.Custom Solutions: Tailoring our services to meet the unique needs of each client, ensuring seamless integration and maximum impact.

South Africa

As a Senior BI Developer, I am passionate about empowering organizations to make informed, data-driven decisions that propel business success. My expertise lies in translating raw data into insightful and interactive dashboards, leveraging automation to streamline processes.KEY ACHIEVEMENTS:📊 Leadership and Optimization:Leads and directs the Business Intelligence team's initiatives at Bidvest Insurance, ensuring seamless end-to-end BI processes.Achieved a remarkable improvement in efficiency through optimized workflows and streamlined data pipelines.📈 Strategic Business Insights:Delivered strategic business insights with a proven track record of enhancing stakeholder collaboration, evidenced by a remarkable increase in stakeholder satisfaction feedback.📉 Automated Financial Reporting Dashboard:Developed an automated financial reporting dashboard covering the income statement, product profitability, and balance sheet.Resulted in a significant timesaving of 16 hours per month for each of the three financial managers.Replaced static reporting processes, enhancing efficiency and enabling real-time data insights for informed decision-making.🔄 Collections Reporting Automation:Automated Collections reporting, saving the Billing Systems Analyst 5 days monthly on manual Excel compilation.Enhanced efficiency and streamlined reporting processes.CONSISTENT RECOGNITION:Consistently acknowledged by senior management for delivering value, sharing knowledge, maintaining quality, and achieving cost savings.Automated 60% of manual reporting, increased employee capacity by 35%, and reduced BI outsourcing.

Durban Area, South Africa

As a Senior Data Analyst, I led impactful initiatives in data modeling, mining, analysis, and visualization, specializing in the Telecoms and Financial Services sectors.KEY CONTRIBUTIONS:✨ Data Modeling: Applied advanced techniques to shape and optimize datasets, providing a strategic foundation for decision-making.⛏️ Data Mining: Utilized cutting-edge methodologies to extract insights, identify trends, and uncover patterns within vast datasets.🔍 Analysis: Conducted thorough analysis, evaluating metrics to inform strategies and enhance operational efficiency.📈 Data Visualization and Dashboards: Developed visually compelling dashboards for Sales, Support, and Digital business units.🌐 End-to-End Supply Chain Visibility Dashboards:Spearheaded the development of dashboards for customers, achieving 20% cost savings through optimal planning and mitigating bottlenecks. Reduced transit times and delays.💼 Internal Dashboards for Managing Executives:Created internal dashboards enabling comprehensive analysis for Managing Executives and Operations Managers. Contributed to a remarkable 25% increase in sales conversions, generating additional revenue.💰 Admin Fee Collection Strategy Analysis:Conducted a thorough analysis of the admin fee collection strategy, resulting in a 45% improvement in customer collections.INDUSTRY FOCUS:Specializing in the Telecoms and Financial Services industries, I navigated unique challenges, tailoring analytical solutions to address specific business needs.IMPACT:My analytical contributions played a pivotal role in driving informed decision-making and fostering a culture of data-driven excellence.

Durban Area, South Africa

As a dedicated Special Project Manager, I spearheaded multifaceted initiatives encompassing management, planning, optimization, analysis, reporting, training, implementation, and ongoing support. My focus was on maximizing sales activations to significantly improve profitability.KEY RESPONSIBILITIES:📊 Campaign Management:Led end-to-end management of various campaigns, ensuring strategic planning, optimization, and comprehensive analysis to enhance sales activations and overall profitability.🎯 Churn Reduction Initiative:Initiated and conducted an in-depth analysis of turnover among new sales employees, implementing the innovative "Bridge the Gap" department to address onboarding challenges. This resulted in a remarkable reduction in employee churn within the first 3 months.🔄 Operational Efficiency Enhancement:Conceptualized Dual Shifts to optimize operational efficiencies and capitalize on existing infrastructure. This strategic move led to a phenomenal overall business upscaling, demonstrating a keen focus on sustainable growth.PROJECT HIGHLIGHTS:🛠️ Bridge the Gap Department:Successfully implemented a specialized department addressing onboarding challenges, ensuring seamless integration for new sales employees, and contributing to a significant reduction in turnover.🔄 Dual Shift Implementation:Introduced dual shifts to enhance operational productivity, leading to a remarkable 40% overall business upscaling while leveraging existing resources.IMPACT:My strategic approach to project management resulted in tangible improvements, from reducing employee churn to achieving substantial business upscaling. I am dedicated to driving success through innovative solutions and strategic initiatives.

Durban Area, South Africa

As a seasoned Customer Services Operations Manager, I orchestrated the successful management of multiple departments, overseeing customer services, workforce management, training, and human resource vendors, leading a team of ~120 FTEs to achieve strategic business targets.KEY ACCOMPLISHMENTS:📈 Customer Service Excellence:Spearheaded strategic initiatives focused on employee retention, customer satisfaction, cost management, and IT systems enhancement.Led an initiative to elevate customer service measurement, establishing team goals for KPIs, resulting in a notable increase in the Customer Satisfaction Index (CSI) from 74% to 83% within a 6-month period.👥 Leadership and Organizational Change:Motivated a team of 10 managers through the implementation of a performance-based incentive program, aligning productivity targets and KPIs with industry best practices.Provided direction and guidance through coaching, mentoring, and feedback sessions, fostering a culture of continuous improvement.🔍 Recruitment, Selection, and Training:Fostered a high-performing workplace by recruiting top talent and planning human capital requisites.Led HR initiatives, including interviewing, shortlisting, and training, in collaboration with stakeholders to replenish attrition and ensure minimal workflow disruptions.💡 Innovation in Service Delivery:Pioneered the use of self-service and digitized assisted services for tariff changes and current bill queries through the Cell C mobile app.IMPACT:My strategic leadership and operational acumen have consistently driven positive outcomes, from improving customer satisfaction to implementing innovative solutions that enhance service delivery and operational efficiency

Midrand

Improved the group’s revenue and profit by deepening its relationships with existing customers by integrating the CVM strategy into the outsourced call centre environment.

Johannesburg

Managed multiple teams in the Vodacom post-paid call centre and was responsible for designing, planning and rolling out the Loyalty, Specific Needs and Community Services call centres.

Johannesburg Area, South Africa

Managed relationships with stakeholders on Key Account for Insurance Services Sector and provided input into operational and tactical strategies in order to increase revenues on Key Accounts.

Johannesburg Area, South Africa

Handled new business and Key Accounts for the financial services sector.

Durban Area, South Africa

Oversaw call centre agents who responded to customer inquiries. Responded to customer emails and resolved escalations.

Durban Area, South Africa

Answered incoming calls and responded to customer emails. Resolved customer complaints and placed customer orders in the system. Escalated issues to supervisor.

Durban Area, South Africa

Captured client information into databases and systems.

Durban Area, South Africa

Maintained and repaired electronic equipment for clients.

Durban Area, South Africa

Provided excellent service to ensure customer satisfaction. Took customer orders and delivered food and beverages. Assisted the restaurant manager with bookkeeping duties.

Management Advancement Programme (Map), Business, Management, Marketing, And Related Support Services, Nqf 8

People and Resource Management Economics for Business Accounting and Financial Management Strategy Marketing and Sales Operations.

Call Centre Management Diploma, Customer Service Support/Call Center/Teleservice Operation, Certificate

Activities and Societies: Contact Centre Operations Management I Contact Centre Service Management I Contact Centre People Management.

Matric Exemption, Secondary Education And Teaching, 12

N6 Electronics, Electrical And Electronics Engineering

Digital Electronics TV/VCR Servicing