Team Leader
Resume:
Profile Summary
Personal Details
Full name Naadiya Davids
Contact Number 067*******
Email adlbv1@r.postjobfree.com
Personal Profile
Full Name: Naadiya Davids
Address: No. 8 Rooiberg Avenue Bosmont 2093
Nationality: South African
EE/AA: Indian
Identity number: 900**********
Marital Status: Married
Dependants: 3
Language Proficiency: English (Read, write and speak)
Afrikaans (Read, write and speak)
Drivers Licence: Code 8
Criminal Record: None
Personal Attributes: I am enthusiastic, self-motivated and a diligent person and always willing to get involved. Through experience I have learnt how to set goals and to engage in action orientated behaviour. I am well organized, highly motivated and always willing to accept responsibility for my work. My open-minded and sociable personality allows me to relate well to people.
My objective is to gain comprehensive knowledge and experience within this institution that demands high standards and encourages growth and innovation and to work in an environment that strives for solutions and productivity throughout.
With the skills, knowledge and abilities that I have acquired, I will be able to combine my insight and creativity to contribute towards the company and protect their most important asset. Their Brand.
Educational Profile
Year Status Certification
2007 Complete Bosmont High School
NQF Level 4 Qualification
English
Afrikaans
Mathematics
Geography
Biology
Travel & Tourism
2017 Complete CBM Training Practical Business & Technical Report Writing
2019 Complete Inlexso Innovative Legal Solutions OHS Act Legal Liability (Health & Safety)
Computer Literacy
Application Experience Last Used
[Key: 1- Minimal/Training 2- Strong 3- Expert]
Impact 360 - Workforce Management 3 Current
ICAS - Absence Management System 3 Current
NICE - Quality Management System 3 Current
CMS – Call Management System 3 Current
Avaya - Call Centre System 3 Current
Microsoft Power Point 3 Current
Oracle - Imbumba 3 Current
Microsoft Outlook 3 Current
Microsoft Word 3 Current
Microsoft Word 3 Current
Microsoft Excel 3 Current
Nexus 3 Current
Skills
Practical Business & Technical Report Writing
Quality Assurance Management
Training & Development
Recruitment & Selection
Root Cause Analysis
Time Management Skills
Organizational Skills
Communication Skills
Negotiation Skills
Leadership Skills
Listening Skills
People Skills
Achievements
Certificate for Top Debt Collector (Standard Bank)
Medscheme 110% Achiever Award for Accountability (GEMS BU)
Medscheme 110% Achiever Award for Integrity (GEMS BU)
Medscheme 110% Achiever Award for Empowerment (GEMS BU)
Employment History
Medscheme - GEMS Medical Aid Scheme
Contribution & debt management
Mar 2016 - Aug 2019
Johannesburg
Call Centre Team Leader
To manage an operational team to ensure that Service Level Agreements and operational targets are achieved and exceeded by my team in order to provide excellent customer service.
Implement initiatives to improve overall service delivery and relationship building with both internal and external customers.
Ensure all compliance requirements are implemented and upheld.
Update and compile monthly manager’s and client specific reports.
Produce reports to measure quality and standards and update statistics on monthly incentive program.
Take ownership of all unresolved calls and ququeries
Ensure team error rate is consistently within target.
Conduct call evaluations in order to identify any training gaps or requirements.
To ensure staff adhere to the quality standard as set up within the business unit.
Provide weekly and monthly coaching sessions with staff to ensure continuous
development.
Attend calibrations sessions to analyze inbound and outbound calls to identify development areas & trends for training purposes.
Implement team operational plans and manage that the defined delivery objectives are met through supporting, and being supported by other teams within and linked to the department / project.
Identify opportunities to improve the team's core operational internal processes and internal supply chain.
Resolve team operational conflicts.
Ensure delivery targets/objectives are met and motivate the team to operate in a mutually supportive manner to achieve successful delivery.
Monitor staff performance on a daily, weekly and monthly basis to ensure Key Performance Areas are met.
Implement PIP’s (Performance Improvement Plans) when necessary.
Assist staff with PDP’s (Personal Development Plans).
Manage customer complaints (including Council of Medical Aid Schemes) with internal business tools such as root cause analysis to ensure escalations are resolved with TAT.
Attend Customer Service Forums with my manager to represent the Contributions & Debt Management Call Centre.
Attended Complaints Forums with my manager to represent the Contributions & Debt Management Call Centre.
Attended SPN Forums with my manager to represent the Contributions & Debt Management Call Centre
Manage IVR testing when required for the call centre.
Conduct workshops with staff to keep them abreast with any changes within the BU
Review all call centre processes annually for improvement.
Undergo internal and external audits within the call centre area. Log and resolve RFI’s (Request for Improvement) as well as close any audit finding should such occur.
Blue Print Project
I was nominated to be the champion for the GEMS Call Centre in the Blue Print Project. I was very honored to have been given the opportunity to be part of a new business venture for Medscheme. I gained a lot of knowledge throughout the project and was exposed to all the different schemes/business units administered by Medscheme. It was very exciting to see how each scheme worked differently yet all with the same goal in mind – To Provide Excellent Customer Service. There were a few challenges for me while creating the training material for GEMS, however it pushed me out of my comfort zone and opened my mind to new and exciting ethics of working which I try to practise as often as I can.The training centre is successfully launched and I am very proud to have been a part of the journey - Thank you for the opportunity!
Reference
Contact person
Patrick Lebeya
Capacity
Manager
Contact number
Contact person
Simphiwe Sidali
Capacity
Senior Manager
Contact number
Employment History
Medscheme - GEMS Medical Aid Scheme
Contribution & debt management
Dec 2011 – Feb 2016
Johannesburg
Inbound Call Centre Agent
Customer service.
Concluding quotes for new membership applications.
Attending to calls from members, brokers & as well as providers.
Handle all calls relating to bank details, credit control, re-funds and claims.
Resolving Queries via fax, e-mail and telephonically.
Delivering quality service to all callers.
Ensuring quality scores are maintained.
Managing tasks and escalated queries.
Ad-hoc duties assigned by management (Updating call centre documents)
Second In charge
Assist my team with any escalations and queries if my team leader is not available.
Responsible for updating the daily attendance register across the call centre.
Responsible for updating the credit control list for the call centre
Responsible for the weekly and monthly report for the call centre if my team leader is not available.
Responsible for contribution confirmation letters.
Responsible for my team’s daily, weekly and monthly stats.
Representative for my team on the GEMS social committee.
Events co-ordinator for team buildings.
Reference
Contact person
Patricia Ndima
Capacity
Manager
Contact number
Contact person
Livhuhani Masiela
Capacity
Senior Manager
Contact number
Employment History
Discovery Medical Aid
Dec 2010 – Nov 2011
Johannesburg
Administrator
Customer service.
Concluding new membership applications.
Administration of member’s option changes on their medical aid.
Attending to calls from members, brokers & as well as providers.
Handle all calls relating to bank details, credit control, re-funds and claims.
Resolving Queries via fax, e-mail and telephonically.
Assist with the capturing of medical aid quotes for U.K based companies.
Ensure that all company details are correct (eg) Location and Address
Ensure that Broker details are correct and that quotes get sent out to them in time.
Ensure that all details such as ages/dates of birth, underwriting, hospital scales and excess is correct and available in order to capture the quote.
Request proposal returns of any incorrect or outstanding information.
Ensure that all information given is captured correctly before submitting it.
Employment History
Medscheme - Oxygen Medical Aid Scheme
Jul 2009 – Nov 2009
Johannesburg
Inbound Call Centre Agent
Customer service.
Concluding new membership applications.
Administration of member’s option changes on their medical aid.
Attending to calls from members, brokers & as well as providers.
Handle all calls relating to bank details, credit control, re-funds and claims.
Resolving Queries via fax, e-mail and telephonically.
Updating customer details.
Delivering quality service to all callers.
Reference
Contact person
Bradley Bates
Capacity
Team leader
Contact number
Employment History
Standard Bank
Jun 2008 – Jul 2009
Johannesburg
Account Management Consultant
Responsible for all call centre duties assigned by my team leader.
Assist with targets with goal set-up for the call centre team.
Assist with daily reports analysis.
Ad-hoc duties assigned by management.
Arrange payment plans for customers.
Updating of customers personal details.
Updating customers banking details.
Ensuring that customer’s credit card accounts are up to date.
Reference
Contact person
Devan Krull
Capacity
Team leader
Contact number
Contact this candidate