Erisha Naidoo

• I was provided with an opportunity to assist with Operations Management for a start up call centre in Gauteng. I was excited on taking up the challenge and I am pleased to say the Call Centre has been set up.
• Responsibilities:
• Staffing
• Recruitment: Recruiting of staff, placing advertisements, shortlisting candidates and interviews.
• Shift Planning: Create flexible shifts to match peak and off-peak hours, ensuring adequate coverage without overstaffing.
• Agent Skill Matching: Assign agents to calls based on their expertise, ensuring high-quality service.
• Performance Monitoring
• Key Performance Indicators (KPIs): Track metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Service Level (SL) to assess performance.
• Real-Time Monitoring: Use dashboards to monitor real-time call center activity, allowing for quick adjustments to handle unexpected spikes in call volume.
• Quality Assurance: Implement call monitoring and regular feedback sessions to maintain and improve service quality.
• Technology Utilization
• Call Routing Systems: Utilize Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) systems to route calls efficiently.
• Customer Relationship Management (CRM): Integrate CRM tools for better tracking of customer interactions and history, enhancing service delivery.
• Self-Service Options: Implement and optimize self-service options like chatbots, FAQs, and IVR systems to reduce call volumes.
• Training and Development Onboarding: Provide comprehensive training programs for new agents, focusing on product knowledge, communication skills, and call-handling techniques.
• Ongoing Training: Regularly update training modules to keep agents informed about new products, services, and changes in procedures.
• Coaching: Offer one-on-one coaching to underperforming agents, focusing on areas where they need improvement.
• Process Optimization
• Lean Principles: Apply lean management techniques to identify and eliminate waste in processes, improving efficiency.
• Continuous Improvement: Encourage a culture of continuous improvement where feedback from agents and customers is regularly used to refine processes.
• Crisis Management Contingency Planning: Develop plans to handle unexpected events like system outages, high absenteeism, or natural disasters.
• Scalable Solutions: Implement scalable solutions like cloud-based systems to quickly adapt to changes in call volume or staffing needs.
• Data Analysis and Reporting
• Regular Reporting: Generate reports to analyze performance trends, agent productivity, and customer satisfaction over time.
• Predictive Analytics: Use predictive analytics to anticipate future call volumes, customer needs, and potential issues.
• Compliance and Security
• Regulatory Compliance: Ensure all operations comply with relevant regulations and industry standards, such as GDPR, BPESA, CCMG etc.
• Data Security: Implement strong data security measures to protect customer information.
• BPO operations, training, compliance, campaign management, planning, QA and verification, facilities (including health & safety) and supports the CEO with oversight over information technology.
• Assists the CEO in the development of organization policies and goals that cover operations, performance, and growth of the functions mentioned above.
• Strategic and tactical matters related to budget management, cost benefit analysis and forecasting needs.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

• Operations Manager from 2020
• Executive Assistant – 2013 – 2020

In my role as Operations Manager, I played a key role in facilitating the operations of a successful international brand call centre whereby I contribute to the operational efficiency and success by providing comprehensive support and coordination.

• I assist in optimizing the performance and effectiveness as well as ensuring seamless customer interactions and satisfaction. While focusing on enhancing customer experience and operational excellence, I collaborate with stakeholders to maintain the high standards of an international brand's call centre, supporting its overall success and reputation
• Risk Management - Collaborate with executive leadership to support long-term growth, innovation, and risk mitigation strategies. This includes business continuity planning and compliance with regulations.
• Develop and execute operational plans aligned with business objectives and growth targets.
• Champion a culture of safety, ensuring that all activities adhere to workplace health and safety regulations.
• My ability to anticipate needs, think strategically, and communicate effectively with all levels of staff enabled me to streamline operations and enhance productivity.
• Managing Operations: Responsible for ensuring that day-to-day operations run smoothly and efficiently. This includes overseeing production, logistics, procurement, and other operational activities.
• Process Improvement: Identifying opportunities to streamline processes and improve operational performance. This includes implementing new technologies, optimizing workflows, or redesigning procedures.
• Budgeting and Cost Control: Monitoring operational costs and finding ways to reduce expenses without sacrificing quality or efficiency. Budgets and Forecasts.
• Quality Control: Ensuring that services meet quality standards and customer expectations. Implementing quality assurance processes and conducting audits as needed.
• Team Leadership: Managing a team of operational staff, including hiring, training, and performance management. Promoting a positive work environment and fostering teamwork.
• Supply Chain Management: Overseeing inventory management, vendor relationships, and distribution processes to optimize supply chain efficiency.
• Reporting and Analysis: Monitoring key performance indicators (KPIs) and preparing reports for management. Using data analysis to make informed decisions and drive improvements.
• SLA: Ensure all Service Level Agreements are in place and KPI’s are aligned accordingly.
• Client Liaison: Build and maintain strong relationships with clients to ensure satisfaction and retention, ensuring that client needs are met while also aligning with the company's objectives. Handle client concerns and complaints effectively, working to find solutions that meet both client and company needs. Collaborate with internal teams such as sales, marketing, and customer support to deliver seamless service to clients.
• Facilitated smooth collaboration between departments through clear communication channels.
• Increased profit by streamlining operations.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Implemented quality control systems to boost overall product consistency and reliability.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Developed strong relationships with vendors, resulting in better pricing and improved service quality.
• Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Interacted well with customers to build connections and nurture relationships.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Developed and implemented strategies to maximize customer satisfaction.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Reduced operational risks while organizing data to forecast performance trends.
• Assisted in recruiting, hiring and training of team members.

• Fleet management license renewals, ensuring that all necessary licenses and permits are renewed in a timely manner. Maintain compliance with regulations and support to ensure uninterrupted fleet operations.
• License Tracking and Monitoring: Maintained an inhouse system for tracking and monitoring all licenses required for fleet vehicles, including driver’s licenses, vehicle registrations, permits, and certifications.
• Renewal Planning and Scheduling: Create renewal schedules to ensure timely submission of license renewal applications. Coordinate with drivers and relevant stakeholders to gather necessary documentation and information for renewals.
• Compliance and Regulatory Requirements: Stay updated on regulatory changes and requirements related to vehicle licenses. Ensure that all renewals comply with local, regulations, and governing fleet operations.
• Documentation Management: Maintain accurate records of license expiration dates, renewal statuses, and associated documentation. Implement a document management system to streamline the renewal process and facilitate audits.
• Communication and Coordination: Serve as the primary point of contact for license renewal inquiries and issues. Collaborate with drivers, regulatory agencies, and internal departments (e.g., compliance, operations) to resolve issues and expedite renewals.
• Training and Support: Provide training and guidance to team members and drivers on license renewal procedures, requirements, and deadlines. Offer support and assistance in preparing renewal applications and gathering necessary documents.
• Risk Mitigation: Identify potential risks or challenges related to license renewals, such as expiring licenses or delays in processing. Develop contingency plans to address issues and minimize disruptions to fleet operations.
• Performance Monitoring: Establish performance metrics for license renewal processes, such as renewal turnaround time and compliance rate. Monitor performance regularly and implement improvements to optimize efficiency.
• Vendor Management: Engage with external vendors or agencies involved in license renewals (e.g., DMV, regulatory bodies, third-party service providers). Negotiate contracts and service agreements to ensure reliable and efficient renewal services.
• Continuous Improvement: Continuously evaluate and refine license renewal procedures to enhance accuracy, efficiency, and compliance. Encourage a culture of continuous improvement within the team through feedback and innovation.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
• Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
• Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
• Coordinated material procurement and required services for projects within budget requirements.
• Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
• Streamlined procurement process for project materials, reducing wait times and avoiding potential delays.
• Ensured projects aligned with strategic objectives, working closely with senior management to refine project goals.
• Monitored project progress, identified risks and took corrective action as needed.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Reported regularly to managers on project budget, progress, and technical problems.
• Enhanced project visibility, implementing dashboard and reporting tools for real-time progress monitoring.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

• Strong organizational, communication, and problem-solving skills. Ensure the CFO to focus on strategic priorities and effectively manage the financial operations of the organization. Adaptability, attention to detail, and discretion are essential traits for success in this role.
• Calendar Management: Coordinate and manage the CFO's calendar, including scheduling meetings, appointments, and conference calls. Anticipate and prioritize meetings based on importance and urgency.
• Email and Correspondence: Monitor and respond to emails on behalf of the CFO. Draft and prepare correspondence, reports, presentations, and other documents as needed.
• Meeting Coordination: Organize meetings, conferences, board packs etc. prepare agendas, and take meeting minutes when required. Ensure that all necessary materials and information are prepared in advance.
• Travel Arrangements: Arrange complex domestic and international travel for the CFO, including flights, accommodations, and transportation. Prepare travel itineraries and ensure travel logistics are seamless.
• Expense Management: Handle expense reports, reimbursement requests, and financial documentation. Track expenses and reconcile credit card statements for the CFO. Ensure the Expats expenses and budgets are approved and aligned accordingly.
• Communication Liaison: Act as a liaison between the CFO and internal/external stakeholders, including executives, board members, clients, and vendors. Facilitate effective communication and maintain professional relationships.
• Confidentiality and Discretion: Maintain strict confidentiality on sensitive information and matters related to the CFO's office, such as financial data, strategic plans, and personnel issues.
• Project / Tender Support: Assist in special projects and initiatives led by the CFO. Coordinate project timelines, gather information, and provide administrative support to project teams. Eg. stages: Preliminary, design, tender, awarded, construction, completed, etc.
• Data Analysis and Reporting: Compile and analyze financial data, prepare reports, and create presentations for meetings and presentations led by the CFO.
• Office Management: Oversee administrative functions within the finance department, such as managing office supplies, coordinating office maintenance, and handling inquiries from staff and external contacts.
• Policy and Procedure Compliance: Ensure compliance with company policies, procedures, and regulatory requirements within the finance department. Assist in maintaining documentation and records for audits and inspections.
• Professional Development: Stay informed about industry trends, financial regulations, and best practices. Continuously develop skills and knowledge relevant to the role of an executive assistant in a finance setting.