Project 1 Corporate Relations
Resume:
PERSONAL DETAILS
Surname
:
Kandasamy
First Names
:
Sagren
Identity No
:
Date of Birth
:
Gender
:
Male
Residential Address
:
Ext 4
Lenasia, 1820
Contact No
:
:
*****.*********@*****.***
Religion
:
Hindu
Marital Status
:
Single
Dependants
:
Three
Nationality
:
South African
Language
:
English / Afrikaans
Criminal Record
:
None
Driver’s license
:
Code 08
Health
EDUCATIONAL DETAILS
:
Good
Name of School
:
M.H. Joosub High School
Highest Grade Passed
:
Grade 10
Subjects
:
English
Afrikaans
Mathematics
Science
Biology
Geography
Year
:
1989
TERTIARY EDUCATION
MTR1 – Military Training part 1 (Highest academic achiever)Higher than Grade 12
Completed Credit management 1
Completed Credit Management 2
Cover
I am an experienced gentlemen who is very experienced in the Corporate Industry. My experience and strength lies in Credit Control, Debt Collection, Customer Service building relationships with Customers which builds good Retention . I have managed Call Centres from points of Debt Collection to Customer Service, Sales and Retentions . I have worked with various industries in our markets and will definitely be an asset to any Employer who gives me the opportunity of employment. I am a good communicator on all levels and always work great with people as I believe that a Business greatest investment is their staff.
Experience
More than 10years Credit Management
8 years Customer Service and Call Centre Management
8 years Corporate Relations Management which includes Sales and Retention
COURSES ATTENDED
MTN – 1-5
Vodacom P1 – P6
A-Z Industrial Relations
Soft Skills included Negotiation Skills
Presentation skills, stress management
Customer service management
Risk management(Credit Vetting and Fraud detection)
Legal Accounts process (Debt Collecting)
Call centre Management (In-house)
Business management & Coaching
MTR1 – Military Training
Best Achievement in Academics (Dux Shield)
Awarded Best Leadership (SA Naval College Trophy)
Awarded for best Seamanship (Durban City Council Trophy)
BEE – Training and Development.
Work Force Management – Effectiveness and Efficiency of Call Centres
EMPLOYMENT HISTORY
Name of Company : Envirolution PTY LTD
Position : Customer Service and Credit Controller
Period of Employment : June 2019 – Current (Temp due to Covid 19)
Duties :
Customer Service and Admin and attending
Briefings for Government Tenders
I am in contact with customers on a daily basis, collection debt and providing the full service required. External Customers visits, meetings and attending various briefings at the different Metropolitan Offices.
Reason for leaving : Covid 19 hence only temporary.
Name of Company : NETSTAR (Vehicle Tracking)
Position : Corporate Credit Controller
Period of Employment December 2015 to January 2018
Responsible for the collections of debt billed to Corporate Companies and huge Fleet Management Companies as well as the Mining Industry . I collected more than 10 Million monthly from these Companies. I performed the full function of Credit Control and Debt Collection as well as visited the companies weekly in order to provide better service to the customers and strengthen the relationships which ultimately boosted Retention and so that I could ensure that all processes ran smoothly for the customer as well as NETSTAR. I also visited Mining Companies too as Netstar has a huge base which includes Trucking, Mining and Courier Services. I have worked Companies such as PUTCO, Imperial Couriers, Sesfigile and Value. The Mining Companies Consisted of Glencore, Almar and Rustenburg Platinum Mines.
Reason for leaving : This has been a fixed term contract and ALTECH had to give priority to staff whom were moved from their other Companies
Name of Company : Nashua Mobile (Central)
Position : Sales and Customer Relations Manager
Period of Employment September 2013 to June 2015
: Managing a Sales Team of 7 Agents as well as the Retail Shop.
Dealing with New Sales, Retentions and New
Solutions (Data).
Corporate Retentions whereby I had to meet
the Customer after creating good proposals to Retain the Business.
Reason for leaving : Nashua Mobile has completely shut down and although I moved to the Central Branch, I need to seek a better and secure Job because Retrenchment is not a good option for me.
Name of Company : Nashua Mobile (Central)
Position : Retail Manager
September 2013 to June 2014
Managing Retail shop opened 7 days a week at the Glen.
Nashua Mobile Upgrades and Sales of New contracts (Cellular and Data).
Customer Service to all walk in customers by dealing with any queries and assisting them understand GSM. Following up on Network related queries. Processing of Insurance Claims.
Motivating a Sales Complement of 7 staff who need to reach at least 210 New
Contracts and Upgrades of existing Customer Base.
Reason for leaving to leave :
I have more experience and I am qualified to Manage better projects. I need growth in terms of Position and Responsibilities. I am a Senior Manager who can basically Manage any environment as I am very skilled.
Name of Company :
AltechAutopage (Princess Crossing)
Position
:
Manager (Temporary)
Period of Employment
Nov 2012 to Current
:
Managing Retail shop opened 7 days a week.
Ensuring Sales targets are achieved.
Targets of 30 contracts a month and 50 Upgrades a month.
Sales of accessories
After sale service to customers.
Customer Service and Data support.
Reason for wanting to leave :
The Business has dropped since a fire broke out 3 months ago. The owner is actually trying to sell the Business and the customers are somehow moving towards other Retail shops.
Name of Company :
Televente Marketing Solutions
Position :
General Manager
Nov 2011 to October 2012
Managing a team of 30 sales consultants
selling Cellular and Insurance through Direct
Marketing
Managing staff boosting income and business performance.
Effective skilling staff training them in sales and customer retention and after sale service.
Managing the achievement of sales targets and managing revenue.
90% sales target for the month. Workforce management ensuring productivity is managed efficiently.
Performance Management of Sale Managers and staff as well as Coaching and Mentoring to boost business.
Coaching and staff general development Achieving sales targets and constantly focusing on customer retentions and CRM.
Reason for leaving : The Company was liquidated due to the loss of Major customers who provided Insurance leads and data.
Name of Company : Envirolution PTY LTD
Position : General Manager
Period of Employment : March 2011 – October 2011(Temp)
Duties : Managing the full function of operations.
Customer Service Management
Dealing with Corporate and Government accounts ensuring that Service Delivery is kept to its highest. Managing 24 staff and managing their performance. Credit Control, debt collections and overseeing Creditors.
Book value – R2 million – 3million
Reason for leaving : In search of a permanent position as this is only temp and will not become a permanent
Position due to growth.
Name of Company : Nashua Mobile
Position : National Customer Service Manager(Contact
Centre)
: December 2008 – December 2010
Duties Managing a Customer Service Call Centre Advanced helpdesk and Data Support.
VIP Helpdesk- Service delivery to loyalty
Customers.
Total of +/- 80 consultants and 10 Managers
Responsible for 80% service delivery and
Manage the MD’s Helpdesk
Workforce management to ensure full
Adherence to schedules. Quality Assurance
Management and coaching. Manage Complaints via Hello Peter, Die Beeld, Social Blogs, etc.
Performance Management.
Management Reports Marketing profiles.
Reason for Leaving Retrenched (300staff were affected)
Name of Company : Nashua Mobile
Position : Corporate Support Manager
Period of Employment : Nov 2007 – DECEMBER 2008
Duties
Management of the Corporate Support Team who are responsible for Customer Service and Support to both internal and external customer and Business partners.
Manage staff ensuring that service Level of 90% is met and retaining customers by maintains good service relationships.
Support channel for corporate sales and corporate credit departments.
Processing of all administration and account related enquiries.
Maintaining a good service level and ensuring that all requests are process within a turnaround time of 24 hours.
Manage staff to ensure that they are current and up to date at all times to support business objectives.
Ensure 90% quality assurance on calls and interactions and proving counselling where necessary.
Manage resolution of all electronic and telephonic corporate queries within 24 hours. Manage and action performance of staff according to Nashua Mobile Disciplinary Code.
Conduct weekly meeting with staff to communicate performance statistics, targets, and relevant developments in the department. Manage the contact centre on scheduled weekends.
Co-ordinate meetings with Networks and provide feedback to department and also to ensure that management of Credit on a weekly basis ensuring that Risk and Fraud is minimized and that the Stipulated budget is kept within business agreement.
Name of Company
:
Nashua Mobile
Position
:
Contact Centre Manager
Period of Employment
:
July 2004 – October 2007
Duties
:
Managing a Customer Service Call Centre
Implement and Delivery policies and
Procedures. Communicate and monitor
Targets. Monitor handling of incoming calls
within customer service department.
Monitor statistics and compile management
Reports based and performance and quality.
Manage relations between customers
service operations within the contact
Responsible for management Service levels
within the business. Manage escalated
Queries and resolution. Coordinate regular
Meetings with Business Partners &
Networks
Working on base recons to ensure we had minimised risk and fraud.
Participation in recruitment of staff which
Involves screening and interviewing.
Managing staffs Schedule Adherence.
Developing rosters and schedules.
Communicate performance standards. Total
Performance Management and training,
Coaching and staff general development.
Training, coaching and leading staff of the
business. Identify and development needs.
Motivate staff and guidance for career
planning. Create log-ons and passwords for
users on national basis. Responsible users
network activations and escalations.
Name of Company : Nashua Mobile
Position : Retail Credit Manager
Period of Employment : July 2000 to June 2004
Duties
Managing a team of 20 Credit controllers overseeing debt collection of approx. 60 million rands a month which increased to 200 million after business acquisitions and Corporate Accounts.
Ensuring the credit policy is followed strictly and correctly in that Risk and Fraud policies were also put in place. I physically did base reconciliations which assisted the Credit Vetting department eliminate fraud and reduced the risk. This work implemented by myself saved the company millions of rands.
Dealing with corporate and individual clients.
Training staff on product services and general cellular value added services. Working through merger and ensuring billing systems worked when tested. Daily banking and reconciliation collections follow up. Multi skilled in the industry making it easier to assist in all aspects of the business. Working with staff training them in collecting money effectively yet still retaining clients. Weekly reporting to the National Credit Manager on the status of collections.
Assisting retentions and customer services daily in attending to queries and resolving them. Assisting in the calculation of monthly incentives for credit controllers maintain targets on their debtors analysis. Assuring service levels are kept up and retaining corporate clients.
Name of Company : Radiospoor / Autopage Cellular
Position : Business Unit Manager
Turnover : 9 Million
Period of Employment
Duties
:
April 1997 to June 2000
Handling cash collection and generating profit, Book total 30-70 million.
Handling of Retails stores corporate relations Supervising the Service call centre working with more than 30 people servicing that entire customer base.
Negotiating business for the company. Strategic accounts managements generating profit and revenue and minimizing Bad Debt.
After Radiospoor was taken over by
AutopageCellular, started dealing with Credit Control Dealer Debtors.
Reconciliation of accounts strictly 30 days. Fraud control and full hand over procedure, done in case of bad debt.
Responsible for 57 retails stores and ensuring point of sale worked and service levels were always kept up. Action planning to avoid potential bad debt and focusing on Risk in Credit whereby proactive processes were put in place to reduce risk. I trained Credit staff on Risk Management and elements of fraud and also how to identify fraudulent activity. Timeous and courteous response to customer queries and account related problems.
Handling of presentations for dealers.
Name of Company
:
Transtel Cellular
Position
:
Senior Credit Control Supervisor
Period of Employment Duties
:
August 1995 – March 1997
Credit control Supervisor
Cash Collections
Corporate Account reconciliations
Debt collecting
Bad debt recovery
Assisting credit manager with financial reports External customer service
Assisting sale executives and internal auditors.
Sales of value added services
Commission structuring and report writing Legal handovers and Risk Management Working with attorneys tracing absconded clients, internal Audit.
Reason for Leaving
:
Company sold to MTN
Name of Company
:
Autopage Cellular
Position
:
Credit Controller
Period Duties
:
Jan 1995 – Aug 1995
Debt collecting from clients using airtime on
Vodacom and MTN Networks
Customer Liaison
Sales of Airtime and hardware
Customer queries and reconciliation of accounts.
Solving of billing queries
Individual and corporate cash collections Full legal procedure of bad debt including liquidations and sequestrations
Reason for Leaving
:
Temp
Name of Company
:
Consumer Credit Corporation
Position
:
Credit Controller
Period of employment
:
Feb 1994 – Jan 1995
Duties
Credit of cash/debtors book approx 1500 accounts.
Attended to all account queries and tracing
Cash payments
Reconciliation of corporate accounts
Customer service and correspondence
Query solving
Assisted sales department in maintaining targets
Identifying target markets
Reason for leaving
: Joined the Cellular Industry due to growth
opportunity
Name of Company
: Tool Centre West Rand
Position
: Stores Controller
Period of Employment Duties
: July 1991 – Dec 1993
Dispatch and receiving of engineering tools and hardware
Invoicing, controlling deliveries, maintaining stock levels
Moved into buying department and thereafter the accounts department dealing with credit control and creditors.
Reason for leaving
:
Company closed down
Achievements
MTR1 – Military Training (Equivalent but regarded higher than grade 12)
Best Achievement in Academics (Dux Shield) 1990
Awarded Best Leadership (SA Naval College Trophy) 1990
Awarded for best Seamanship (Durban City Council Trophy) 1990
Radiospoor Cellular - Awarded Best Performer (Credit Supervisor) Vodacom sent me on an all paid incentive to Disney land USA. 1999
Nashua Mobile - Brought the DSO down from 48 days to 21 although we had Corporate Customers too. I implemented a better process for cash collections and arranged that Account Executives join Credit Controller to Corporate Customers monthly to better structure their accounts for payment. This change brought about less confusion within cost centres and payments were made faster.
Retained staff and developing them by suggesting “Credit Management” studies which made it easier for staff and the business. A long term investment whereby staff where allowed to study Credit Management through PBS college. In 2004 Nashua Mobile had a pass rate of more than 80% in the Credit Department. Staff where graduated through PBS College and secured diplomas in Credit Management 1 and 2. Staff remained with Nashua Mobile as they could reap the benefit of further education.
Saved the company money by arranging EDD (electronic document distribution) whereby invoices where send via email instead of post and customers bought into the idea as email was faster than post and more reliable. Huge cost savings for both Nashua Mobile and the customers as printing of invoices on paper was reduced significantly.
Implemented the process of Itemised Billing and implemented a process whereby customers could access itemised billing via the internet and also view their statements. This was a winner too as the incoming calls within the Credit and Customer Service Department was reduced giving Credit Controllers more time for outbound collection calls.
Call limit Process implemented whereby customers could request a limit on outgoing calls to allow them to budget. This process saved Nashua Mobile money in cases of bad debt but also gave the customer relief in terms of budget expenses.
Reduced Customer complaints on Hello Peter from 52% to 14% but implementing
Complaints Management System whereby Route Course Analysis was done ensure
that processes where changed to increase customer experience. This change was a highlight in the Service Industry because Nashua Mobile was noted for their complements which increased and the complaints which decreased. This process reduced churn in the case of Mobile Number Portability.
Please take note that I have extensive Customer and Corporate Management experience, risk and Sales Management, as well as Project planning. I have been in the industry for the past 17 years and would like to offer my experience and knowledge to the relevant company.
My skills Matrix is providing for Client-focused training in skills development and expertise for the industry in Telecommunications in the areas of Corporate Customer Service, Risk Management, Sales Management, To increase flexibility by allowing people to master a broad range of skills, To increase the effectiveness of an area and the entire business, To match the demands of the business.
Project 1
Call centre customer service retail
Cost: R1.2 Million
70 seater call centre handling incoming calls for all individuals customers with a total of +/35000 calls monthly
Expected service level 85% but reached 90%
Time line -3 months to complete
Project 2
Corporate Support Services
Responsible for account maintenance and CRM
30 Staff 2 Managers to deal with all corporate incoming queries and assist account executives in sales and deal processing. Responsible for Upgrades and retaining business with a total of 15000 calls a month.
2 visits per Account executives monthly
Approximately 200 Corporate accounts
Value of Billing +100 mil
Expected service level 85%, achieved 87%
Good retention and reduced churn.
VIP Project
To service loyalty programmes MTN Yellow Genie, Platinum Vodacom Onyx
Service desk handled incoming calls
Project time line 4 months
Trained and developed 30 staff within 3 months.
Employment of data support consultants who attended customers by means of outbound visits on motorbikes.
Outsourced Logistics to UTI
The most successful project in the business and the only Service Provider to have had a VIP DATA SUPPORT SERVICE TEAM.
Expected service level 90% which 95% was achieved through customer feedback
Using the goals I had to defined in steps create a list of things the project needs to deliver in order to meet those goals.
I put together some form of implementations or plans to carry out the necessary rigorous analysis to determine whether the company should go ahead with plans
Getting the right resources co-ordinated in an effective and efficient manner for the company as well and the customers.
For some clients, discussions were around putting policies and procedures in place for accomplishing projects.
Worked within Budgets and time management.
References:
Indrin Govender(Owner) – Altech Autopage - 084*******
Denzil Rondon (Senior Manager) Nashua Mobile 082*******
Gasin Padayachee (Director) Televente Marketing Solutions -083*******
Kindly note that I am available to
start immediately.
Contact this candidate