Customer Care Resource Consultant
Resume:
Contact
Education
Phone
dereshdeepnarain#gmail.com
Randburg, 2188
Address
Deresh Deepnarain
S e n i o r C o n s u l t a n t
I am a senior resource consultant with 6 years of experience. Having worked on multiple projects including; Sanlam and Nedbank. I am familiar with banking practices and currently, studying towards my RE5. As a senior resource consultant, i have conducted trainings, created training manuals, handling complaints and SOP documents. I have also lead a team of 1st line support agents for the Nedbank, app. I have strong admin skills, customer care, analytical thinking and problem solving. I am an adaptable worker, having worked various shifts (remotely and seconded) and contributed to UX/CX journeys including after deployment testing from build to production. Experience
Started with the app from the build phase and part of an agile environment, helped shaping UX/CX journeys with my experience. Involved in testing and deployment from staging to production. Formed part of first-line support for customers and merchants, troubleshooting queries and escalating to second-line support, aiming for first-call resolution. Mastered banking procedures—wallets, FICA, authentication—escalating to Nedbank’s sectors, prioritizing confidentiality. Handled ad-hoc order processing, ensuring dispatch, courier coordination, and customer updates from start to finish. Contributed to 3rd-party integration, managing flights—pricing, cancellations, refunds, adjustments, payment links—and purchase orders, overseeing returns, repairs, and delivery end-to-end. Separately, participate in weekly stand-up meetings with product owners, where I provide detailed reports, share feedback, and recommend fixes to drive improvements. To provide information and services to clients through an App/Web-based program. Managing client responses as prescribed by PLP’s policies and procedures on a web/app- based program. Taking full accountability for all customer interactions. Supplier chain management – build supplier database and secure preferential agreements with suppliers. Ensuring all relevant service level agreements are adhered to. Ensuring all payments related to product/services is made timeously via the app. Managing quality customer experience. Ensure the best value is offered to the customer through the ability to negotiate the best deals. Balancing Reconciliations with a total paid and total received from clients. Receiving payments and confirming documentation. Completing bookings for events timelessly. Making it effortless for clients. Patrolling the N2 for road maintenance tasks. Carrying maintenance gear. Handling vehicle paperwork. Aiding accident scenes with First Aid and Hazmat skills. Entering all incidents—accidents, mileage, tool checks—into the system. Reporting daily to the manager. Upkeeping highways, noting damage to roads and guard rails. Managing stock delivery and intake. Enforcing safety and health rules. SHEQ representative. Service Consultant
Bookings and Client Experience Coordinator
Route Patrol Officer/Admin
2019 - 2025
2018 - 2019
2015 - 2018
Nedbank: Avo by Nedbank
PLP Group: Sanlam Reality
Group 5: Intertoll Africa
Belverton Secondary School
Stanger Technical College
Matriculated
N2 - Diesel Trade
2009
2017
Afrikaans
Life Science
Life Orientation
English
Geography
Mathematics Literacy
Subjects
Engineering Science (Distinction)
Programs
Accounting
Mathematics (Distinction)
Diesel Trade Theory
Engineering Drawing
CRM Dynamics
Avaya
Matrix
Telesave
Vicidial
SID Payment Links
Jira Ticket System
Boule
Order Management Portal
Microsoft Office Suite
Languages
English
Afrikaans
Zulu
Skills
Adaptability
Sibeso Kaoma
Details:
Business Unit head, PLP Group
Rodney Govender
Details:
Operations Manager, Nedbank
References
Justin Scheepers
Details:
Avo Nedbank: Line manager
Self-Control
Patience
Clear Communication Skills
Taking Responsibility
Effective Listening
Attentiveness
Awards
Agent of the year - 2018
Agent of the year - 2021
Hobbies
Reading & Listening to Music
Video Games
Watching Sports
Football, Volleyball, Cricket
Agent of the year - 2024
Contact this candidate