Team Leader
Resume:
CURRICULUMVITAE:NAADIYADAVIDS
CURRICULUMVITAE
NAADIYADAVIDS
CURRICULUMVITAE:NAADIYADAVIDS
2
ProfileSummary
PersonalDetails
Fulname NaadiyaDavids
ContactNumber 067*******
Email **********@*****.***
PersonalProfile
FulName: NaadiyaDavids
Address: No.8RooibergAvenueBosmont2093
Nationality: SouthAfrican
EE/AA: Indian
Identitynumber: 900**********
MaritalStatus: Married
Dependants: 3
LanguageProficiency: English(Read,writeandspeak)
Afrikaans(Read,writeandspeak)
DriversLicence: Code8
CriminalRecord: None
PersonalAtributes: Iamenthusiastic,self-motivatedandadiligentpersonandalwayswilingto getinvolved.ThroughexperienceIhavelearnthowtosetgoalsandto engageinactionorientatedbehaviour.Iamwelorganized,highlymotivated andalwayswilingtoacceptresponsibilityformywork.Myopen-mindedand sociablepersonalityalowsmetorelateweltopeople.
Myobjectiveistogaincomprehensiveknowledgeandexperiencewithinthis institution thatdemandshighstandardsandencouragesgrowthand innovationandtoworkinanenvironmentthatstrivesforsolutionsand productivitythroughout.
Withtheskils,knowledgeandabilitiesthatIhaveacquired,Iwilbeableto combinemyinsightandcreativitytocontributetowardsthecompanyand protecttheirmostimportantasset.TheirBrand.
CURRICULUMVITAE:NAADIYADAVIDS
3
EducationalProfile
Year Status Certification
2007 Complete BosmontHighSchool
NQFLevel4Qualification
English
Afrikaans
Mathematics
Geography
Biology
Travel&Tourism
2017 Complete CBMTraining
PracticalBusiness&TechnicalReportWriting
2019 Complete InlexsoInnovativeLegalSolutions
OHSActLegalLiability(Health&Safety)
ComputerLiteracy
Application Experience LastUsed
[Key:1-Minimal/Training2-Strong3-Expert]
Impact360-WorkforceManagement 3 Current
ICAS-AbsenceManagementSystem 3 Current
NICE-QualityManagementSystem 3 Current
CMS–CalManagementSystem 3 Current
Avaya-CalCentreSystem 3 Current
MicrosoftPowerPoint 3 Current
Oracle-Imbumba 3 Current
MicrosoftOutlook 3 Current
MicrosoftWord 3 Current
MicrosoftWord 3 Current
MicrosoftExcel 3 Current
Nexus 3 Current
CURRICULUMVITAE:NAADIYADAVIDS
4
Skils
PracticalBusiness&TechnicalReportWriting
QualityAssuranceManagement
Training&Development
Recruitment&Selection
RootCauseAnalysis
TimeManagementSkils
OrganizationalSkils
CommunicationSkils
NegotiationSkils
LeadershipSkils
ListeningSkils
PeopleSkils
Achievements
CertificateforTopDebtColector(StandardBank)
Medscheme110%AchieverAwardforAccountability(GEMSBU)
Medscheme110%AchieverAwardforIntegrity(GEMSBU)
Medscheme110%AchieverAwardforEmpowerment(GEMSBU) EmploymentHistory
Medscheme-GEMSMedicalAidScheme
Contribution&debtmanagement
Mar2016-Aug2019
Johannesburg
CalCentreTeamLeader
TomanageanoperationalteamtoensurethatServiceLevelAgreementsandoperationaltargets areachievedandexceededbymyteaminordertoprovideexcelentcustomerservice.
Implementinitiativestoimproveoveralservicedeliveryandrelationshipbuildingwithbothinternal andexternalcustomers.
Ensurealcompliancerequirementsareimplementedandupheld.
Updateandcompilemonthlymanager’sandclientspecificreports.
Producereportstomeasurequalityandstandardsandupdatestatisticsonmonthlyincentive program.
Takeownershipofalunresolvedcalsandququeries
CURRICULUMVITAE:NAADIYADAVIDS
5
Ensureteamerrorrateisconsistentlywithintarget.
Conductcalevaluationsinordertoidentifyanytraininggapsorrequirements.
Toensurestafadheretothequalitystandardassetupwithinthebusinessunit.
Provideweeklyandmonthlycoachingsessionswithstaftoensurecontinuous
development.
Atendcalibrationssessionstoanalyzeinboundandoutboundcalstoidentifydevelopmentareas
&trendsfortrainingpurposes.
Implementteamoperationalplansandmanagethatthedefineddeliveryobjectivesaremet throughsupporting,andbeingsupportedbyotherteamswithinandlinkedtothedepartment/ project.
Identifyopportunitiestoimprovetheteam'scoreoperationalinternalprocessesandinternalsupply chain.
Resolveteamoperationalconflicts.
Ensuredeliverytargets/objectivesaremetandmotivatetheteamtooperateinamutualy supportivemannertoachievesuccessfuldelivery.
Monitorstafperformanceonadaily,weeklyandmonthlybasistoensureKeyPerformanceAreas aremet.
ImplementPIP’s(PerformanceImprovementPlans)whennecessary.
AssiststafwithPDP’s(PersonalDevelopmentPlans).
Managecustomercomplaints(includingCouncilofMedicalAidSchemes)withinternalbusiness toolssuchasrootcauseanalysistoensureescalationsareresolvedwithTAT.
AtendCustomerServiceForumswithmymanagertorepresenttheContributions&Debt ManagementCalCentre.
AtendedComplaintsForumswithmymanagertorepresenttheContributions&Debt ManagementCalCentre.
AtendedSPNForumswithmymanagertorepresenttheContributions&DebtManagementCal Centre
ManageIVRtestingwhenrequiredforthecalcentre.
ConductworkshopswithstaftokeepthemabreastwithanychangeswithintheBU
Reviewalcalcentreprocessesannualyforimprovement.
Undergointernalandexternalauditswithinthecalcentrearea.LogandresolveRFI’s(Requestfor Improvement)aswelascloseanyauditfindingshouldsuchoccur. BluePrintProject
IwasnominatedtobethechampionfortheGEMSCalCentreintheBluePrintProject.Iwasvery honoredtohavebeengiventheopportunitytobepartofanewbusinessventureforMedscheme. Igainedalotofknowledgethroughouttheprojectandwasexposedtoalthediferent schemes/businessunitsadministeredbyMedscheme.Itwasveryexcitingtoseehoweach schemeworkeddiferentlyyetalwiththesamegoalinmind–ToProvideExcelentCustomer Service.TherewereafewchalengesformewhilecreatingthetrainingmaterialforGEMS, howeveritpushedmeoutofmycomfortzoneandopenedmymindtonewandexcitingethicsof workingwhichItrytopractiseasoftenasIcan.ThetrainingcentreissuccessfulylaunchedandI amveryproudtohavebeenapartofthejourney-Thankyoufortheopportunity! CURRICULUMVITAE:NAADIYADAVIDS
6
Reference
Contactperson PatrickLebeya
Capacity Manager
Contactnumber 060*******
Contactperson SimphiweSidali
Capacity SeniorManager
Contactnumber 082*******
EmploymentHistory
Medscheme-GEMSMedicalAidScheme
Contribution&debtmanagement
Dec2011–Feb2016
Johannesburg
InboundCalCentreAgent
Customerservice.
Concludingquotesfornewmembershipapplications.
Atendingtocalsfrommembers,brokers&aswelasproviders.
Handlealcalsrelatingtobankdetails,creditcontrol,re-fundsandclaims.
ResolvingQueriesviafax,e-mailandtelephonicaly.
Deliveringqualityservicetoalcalers.
Ensuringqualityscoresaremaintained.
Managingtasksandescalatedqueries.
Ad-hocdutiesassignedbymanagement(Updatingcalcentredocuments) SecondIncharge
Assistmyteamwithanyescalationsandqueriesifmyteamleaderisnotavailable.
Responsibleforupdatingthedailyatendanceregisteracrossthecalcentre.
Responsibleforupdatingthecreditcontrollistforthecalcentre
Responsiblefortheweeklyandmonthlyreportforthecalcentreifmyteamleaderisnotavailable.
Responsibleforcontributionconfirmationleters.
Responsibleformyteam’sdaily,weeklyandmonthlystats.
RepresentativeformyteamontheGEMSsocialcommitee.
Eventsco-ordinatorforteambuildings.
CURRICULUMVITAE:NAADIYADAVIDS
7
Reference
Contactperson PatriciaNdima
Capacity Manager
Contactnumber 082*******
Contactperson LivhuhaniMasiela
Capacity SeniorManager
Contactnumber 078*******
EmploymentHistory
DiscoveryMedicalAid
Dec2010–Nov2011
Johannesburg
Administrator
Customerservice.
Concludingnewmembershipapplications.
Administrationofmember’soptionchangesontheirmedicalaid.
Atendingtocalsfrommembers,brokers&aswelasproviders.
Handlealcalsrelatingtobankdetails,creditcontrol,re-fundsandclaims.
ResolvingQueriesviafax,e-mailandtelephonicaly.
AssistwiththecapturingofmedicalaidquotesforU.Kbasedcompanies.
Ensurethatalcompanydetailsarecorrect(eg)LocationandAddress
EnsurethatBrokerdetailsarecorrectandthatquotesgetsentouttothemintime.
Ensurethataldetailssuchasages/datesofbirth,underwriting,hospitalscalesandexcessiscorrectand availableinordertocapturethequote.
Requestproposalreturnsofanyincorrectoroutstandinginformation.
Ensurethatalinformationgiveniscapturedcorrectlybeforesubmitingit. EmploymentHistory
Medscheme-OxygenMedicalAidScheme
Jul2009–Nov2009
Johannesburg
InboundCalCentreAgent
Customerservice.
Concludingnewmembershipapplications.
Administrationofmember’soptionchangesontheirmedicalaid.
Atendingtocalsfrommembers,brokers&aswelasproviders.
Handlealcalsrelatingtobankdetails,creditcontrol,re-fundsandclaims.
ResolvingQueriesviafax,e-mailandtelephonicaly.
Updatingcustomerdetails.
Deliveringqualityservicetoalcalers.
CURRICULUMVITAE:NAADIYADAVIDS
8
Reference
Contactperson BradleyBates
Capacity Teamleader
Contactnumber 011*******
EmploymentHistory
StandardBank
Jun2008–Jul2009
Johannesburg
AccountManagementConsultant
Responsibleforalcalcentredutiesassignedbymyteamleader.
Assistwithtargetswithgoalset-upforthecalcentreteam.
Assistwithdailyreportsanalysis.
Ad-hocdutiesassignedbymanagement.
Arrangepaymentplansforcustomers.
Updatingofcustomerspersonaldetails.
Updatingcustomersbankingdetails.
Ensuringthatcustomer’screditcardaccountsareuptodate. Reference
Contactperson DevanKrul
Capacity Teamleader
Contactnumber 072*******/076*******
CURRICULUMVITAE:NAADIYADAVIDS
9
CURRICULUMVITAE:NAADIYADAVIDS
10
Contact this candidate