Keaton Naidoo

Team Leadership and Management:

• Lead and supervise a team of department managers, ensuring they meet their team’s performance targets and operational goals.
• Provide guidance, mentorship, and development opportunities to managers to foster a high-performance culture.
• Conduct regular team meetings to review progress, discuss challenges, and plan future activities.

Validation Process Management:

• Oversee the validation of customer and income data within team standards.
• Ensure that validation protocols comply with industry regulations and internal policies.
• Implement continuous process improvements to enhance efficiency and accuracy within the validation team.
• Ensure that validation and transmission queues are managed ( within 30 minutes )

Refinance Team Oversight:

• Manage a dedicated manager responsible for the refinance team.
• Monitor the performance of staff engaged in extending and refinancing customer loan agreements, ensuring compliance and customer satisfaction.
• Collaborate with marketing teams to develop effective refinance promotion strategies.
• Manage refinance queues and resources within the market standard.

Collections Department Management:

• Ensure the collections team operates efficiently to maintain and improve loan recovery rates.
• Develop and enforce collections policies while ensuring compliance with legal and ethical standards.
• Regularly review collections performance metrics and implement strategies for improvement.

Offshore Team Coordination:

• Oversee the offshore team responsible for payouts to dealerships.
• Maintain strong communication channels with the offshore team to ensure alignment with company standards and processes.
• Implement quality control measures to guarantee the accuracy and timeliness of payouts.

Operational Efficiency and Process Improvement:

• Develop, implement, and monitor operational processes that enhance service delivery and operational efficiency.
• Identify areas for process improvement and lead initiatives to streamline operations.
• Coordinate with other departments to ensure cohesive and aligned operational strategies.

Performance Monitoring and Reporting:

• Establish performance metrics and KPIs to monitor and evaluate team performance.
• Prepare and present comprehensive reports on operational activities, performance, and improvements to senior management.
• Use data-driven insights to make informed decisions and strategically guide the team.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.

• Implements operational plans
• Promotes diversity within the team
• Ensures continuous process improvement to enable effective operational processes
• Requests budget and controls expenditure
• Compiles and distributes operational reports
• Provides input to Business Continuity Planning
• Ensures compliance to policies and procedures in the Business Unit
• Ensures Cost Management within area of responsibility
• Participates in planned activities that are appropriate for own and staff development
• Ensures customer service solutions are aligned to the operational business plan
• Creates solutions to meet customer demands
• Manages people performance in the area of responsibility

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Observed packing operations to verify conformance to specifications.
• Supported creation of detailed, technical financial models to value potential acquisition targets.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Frequently inspected production area to verify proper equipment operation.
• Devised and implemented processes and procedures to streamline operations.
• Gathered, organized and input information into digital database.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Created and managed project plans, timelines and budgets.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Collected, arranged, and input information into database system.
• Developed effective improvement plans in alignment with goals and specifications.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Generated reports detailing findings and recommendations.
• Evaluated customer needs and feedback to drive product and service improvements.
• Educated staff on organizational mission and goals to help employees achieve success.
• Maintained database systems to track and analyze operational data.
• Conducted regular reviews of operations and identified areas for improvement.
• Evaluated staff performance and provided coaching to address inefficiencies.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Assisted in recruitment to build team of top performers.
• Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
• Conducted thorough market research to guide strategic decisions and maintain competitive advantage.
• Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
• Organized professional development workshops, contributing to ongoing growth and expertise of team.
• Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Assisted in recruitment to build team of top performers.
• Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
• Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
• Conducted thorough market research to guide strategic decisions and maintain competitive advantage.
• Improved operational workflows, enabling team to handle increased workloads without compromising quality.
• Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
• Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
• Organized professional development workshops, contributing to ongoing growth and expertise of team.
• Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
• Motivated team members to surpass their targets, recognizing and rewarding their achievements.
• Implemented comprehensive reporting system to track team performance and identify areas for improvement.
• Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
• Oversaw quality control measures, maintaining high standards for all project outputs.
• Built and maintained strong client relationships, leading to repeat business and referrals.
• Optimized resource allocation, ensuring projects were delivered within budget and scope.
• Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.

• Mentored junior team members, contributing to their professional growth and development.
• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
• Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
• Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
• Optimized subject matter content by conducting extensive research and incorporating industry trends.
• Installed, configured, and monitored new system features based on user needs.
• Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
• Served as go-to expert for resolving technical challenges, enabling smoother project progression.
• Facilitated workshops to disseminate best practices across organization, leading to improved efficiency.
• Led cross-functional teams to deliver projects within tight deadlines, maintaining keen focus on quality.
• Conducted in-depth research to stay ahead of industry trends, ensuring company's solutions remained competitive.
• Authored white papers that positioned company as thought leader in field.
• Boosted team morale and productivity through effective leadership and clear communication.
• Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
• Streamlined communication between departments, ensuring that project specifications were clearly understood and met.
• Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
• Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
• Cultivated strong professional network to gain insights into emerging industry trends.
• Optimized resource allocation, ensuring projects were completed within budget and scope.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
• Identified upselling opportunities to increase revenue generation.