Ravi Sukdeo Email & Phone Number

Gauteng, South Africa

Commodity Trading

Johannesburg Area

Ensure the achievement of revenue targets by driving the execution of the strategy on data analytics and overseeing sales as well as stock management. Direct the management of returned stock including Repossession, Select and Rental Units, and effectively manage product types, aligning to key KPIs related to Pricing, Days to Sell, Fair Market Value, STC (Subject to Confirmation), and Loss per Unit.Monitor SLAs with the BMW SA and external suppliers to ensure integration with Key Performance Indicators (KPIs) and support the BMW SA Company in managing the risks on the returned stock. Maintain comprehensive knowledge and understanding of current market trends, participate in decisions related to the asset disposal strategy and drive change while managing projects to improve vehicle data collection, vehicle tracking, and stock management, constantly innovating the remarketing space.Build strong relations with key stakeholders to evaluate and plan the number of vehicles that have been officially repossessed or returned, that are required to be re-sold on auction, and liaise with the Used Car Management Team to gain insight on available stock and sale opportunities. Compile regular management reports and updates regarding the status of remarketing activities and company assets and ensure compliance with internal control systems (ICS). Regularly monitor as well as test the effectiveness of controls to successfully detect and mitigate process gaps.Use Power BI to compile regular management reports and updates to SF1-ZA in relation to the status of remarketing activities and company assets, and manage financial, stock, as well as related reporting. Obtain management information relating to stock management and sales data and oversee and support supplier relationships. Provide support with regards to the BMW AG, UCMC, and ORU reporting monthly and contribute to decisions related to the asset disposal strategy.

Johannesburg Area, South Africa

Evaluated business processes, to anticipate requirements, uncover areas of improvement, and develop as well as implement solutions.Oversaw the management of the entire project management function to ensure that deliverables meet time and budget constraints. Communicated project progress to both line and business managers and highlighted areas of concern in relation to projects to facilitate effective decision-making, steering and guiding the business to use data available.Developed and presented business cases to senior management and highlighted key business issues and provided recommendations for process optimisation. Utilised Visio and Symbio to formulate As Is vs To Be process mapping (Level 1-4)and documented business requirements for sign-off. Facilitated Backlog Grooming sessions, aligned with different Product Owners, planned IT development, and coordinated as well as steered change requests and project implementations. Used JIRA and Confluence to load and create Epics, including User Stories for development and coordinated BSC reporting as well as Market KPI reporting. Directed the implementation of quality strategies and formulated reporting tools to control processes. Aligned business process and technical solutions to obtain efficiencies and drove efficient dynamics principles throughout business.Obtained, validated, and documented business requirements and evaluated commercial data such as budgets, sales results, and forecasts. Identified process improvement opportunities, modelled business processes, and created functional specifications for solutions. Analysed activities to identify issues, risks, and benefits of existing and proposed solutions, outlining business impacts, and implemented as well as tested solutions. Estimated costs and identified business savings while simplifying information and deciphering technical jargon so it is easily understood by the whole team. Supported business transition and helped with establishing change.

Johannesburg Area, South Africa

Built and maintained favourable relations with all approved dealers and ensured high-quality customer service delivery to the dealer network. Conducted staff evaluations to identify developmental areas as well as needs and reported the team’s performance against the department’s service level agreements. Maintained the team’s development to meet the requirements of customer needs and business structures and ensured the staff is provided with the relevant workflow allocation as required by the work demand.Continuously improved service standards and efficiencies and streamlined all processes and workflows. Facilitated the resolution of queries by encouraging a culture of call handlers maintaining ownership of issues. Analysed procedures for resolving various customer and dealer problems and reported on KPIs. Implemented and monitored calls to specific handling standards and ensured regular communication sessions as well as meetings with the team. Collaborated with various departments within the organisation including but not limited to IT, Collections, and Accounts, and efficiently reported on KPIs.Updated call centre records daily with call volume reports and service level reports and prepared reports including analytical reviews to meet management needs. Streamlined all processes and workflows and continuously improved service standards and efficiencies. Trained and developed new employees in the organisation’s customer service policies, procedures, and best practices and organised as well as managed schedules and the work of assigned staff. Conducted timely and constructive performance evaluations and handled the discipline and termination of employees as per company policy. Managed a team of assigned customer service representatives and ensured that they comply with company guidelines particularly related to the quality of service.

Johannesburg Area, South Africa

Spearheaded the development of a new call centre system and successfully streamlined all processes and workflows. Served as the project champion for coordinating the outsourcing of the call centre and developed as well as maintained all training materials forthe department. Established and maintained Service Level Agreements and managed the development and implementation of client service policies, procedures, standards, and measures. Ensured skills assessments and competency- based training takes place as and when required and oversaw the business analyst functionality. Ensured the resolution of queries by fostering a culture of call handlers maintaining ownership of issues and analysed procedures for the resolution various customer problems.Continuously improved service standards and efficiencies and ensured the importance of CRM and customer retention throughout the organisation. Oversaw the retention management process and outsourced supplier system management.

Durban Area, South Africa

Developed and implemented the customer service strategy to ensure the delivery of the company’s strategic objectives and priorities and monitored sustainability in the planning and delivery of services. Continuously improved customer service delivery processes and procedures and managed the relationship and delivery of services by the outsourced service partners. Collaborated effectively with key departments (e.g., Credit Control and Transport Operations) to ensure cohesion strategies and investments including all operational and capital planning in accordance with finance guidelines and oversaw budget management and control.Formulated a network of key customers to ensure evolving business and executed initiatives to improve sales and customer service levels. Oversaw the integration of all service delivery teams and constantly improved the quality and interworking of the whole team to ensure seamless end-to-end service delivery. Monitored sustainability in the planning and delivery of services and established and managed Service Level Agreements.

London, United Kingdom

Formulated and implemented the customer service strategy and provided interactive reports, feedback, and recommendations to management for continuous improvement initiatives.Resolved IT issues and ensured the delivery of the organisation’s strategic objectives.Managed the relationship and delivery of services by the outsourced service partners, created a network of key customers to ensure evolving business, and maintained weekly and monthly reports, including surveys. Established customer service goals for team members and interacted with customers to efficiently handle customer queries and complaints.

Johannesburg Area, South Africa

FORMER DESIGNATION: Customer Service Agent

Richards Bay Area, South Africa

BHP BILLITON – SNC LAVALIN MURRAY & ROBERTS HILLSIDE 3 EXPANSION PROJECT (ALUMINIUM PLANT)

Bachelor Of Business Administration, Business Administration, Management And Operations

Advanced Diploma In Information Technology, Information Technology

Matric