Nirvana Maharaj
Customer Support Specialist
Cape Town
Summary
Detail-oriented Data Entry Clerk with [Number] years of experience in organizing and managing data. Trained in database systems management using various technology platforms. Consistent in meeting project deadlines by prioritizing and communicating with teammates.
Overview
23
23
years of professional experience
Work History
Filing & Data Capturer
Canon Office Automation
- Filing
- Data Capturing.
Scheduling Consultant
Mixtelematics
01.2011
- Telephonically scheduling repairs
- Ensuring that units are sent to fitment center's on time
- Liaising between the fitment center and the customer
- Inbound and outbound call centre
- Moved into position as an administrator in January 2013
- Dealt with daily allocation of work to 18 consultants within department.
Mid-Market Customer Success Manager
Skynamo
2 2022 - Current
- Deliver and communicate ROI for our clients, throughout the customer lifecycle
- Grow revenue from existing clients through more licenses, upselling on product functionality or expanding into additional business units
- Be a trusted partner for the customer on use-case and product functionality
- Maintain a cadence of communicating with customers about their adoption of and sentiment towards Skynamo
- Represent the voice of the customer to inform Skynamo's sales process and product roadmap
- Identify opportunities for customers to act as Skynamo advocates (i.e
- Testimonial and cast study opportunities)
- Work with internal Skynamo teams to ensure a smooth and successful implementation
- Ensure renewal and increased usage of the Skynamo subscription.
Head of Growth
Globaltrack
10.2019 - 01.2022
- Manage a team of Growth Specialists
- Focus on building customer relationships
- Assist with training of staff
- In depth training of customers
- Involved in concluding big sales deals
- Oversee installations teams
- Project management
- Work towards specific sales team targets
- Formulating of training modules
- Constant upskilling of staff
- Completing Performance Appraisals
- Assisting team with complex investigations
- Expert knowledge of products
- Responsible for targets related to customer upselling
- Assist with input on product development
- Involved in customization of product for specific high profile customers
- Responsible for customer retention.
Group New Accounts Manager
Phumelela Gaming & Leisure
06.2019 - 09.2019
- FICA Operational Compliance
- Co-create and Implement FICA governance protocols, policies, practices, and procedure to ensure FICA compliance within the Betting operations
- Train all departmental staff on FICA governance compliance practice
- Provide compliance administrative support to ensure compliance with applicable legislative and regulatory through the provision of compliance services
- Identify, assess, manage, monitor, and report regulatory compliance risks facing the organisation
- Co-create a risk savvy compliance culture to promote customer experience
- Understand and study what competitors are doing and ensure Phumelela is competitive whilst keeping to the requirements of the law
- Introduce SLA for the internal team in terms of FICA processing of new customers to ensure Phumelela achieve a high level of customer service
- New Business Management
- Establish and maintain a professional relationship with clients to promote opening of accounts
- Continue with assessments of client's needs and business objectives
- Co-ordinate activities with various teams to ensure that customer needs are met
- Co-create initiatives to increase customer experience, satisfaction, and retention
- Upsell company's services and product solution
- Manage the acquisition of new accounts
- Show innovation in terms of growing the account base and acquiring the data of customers to talk and market to them directly
- Drive volume and number of accounts opening and work with the marketing department to ensure Phumelela is top of mind from a customer perspective
- Driving account opening is a key Priority in terms of growing online turnover
- Be responsible for the turnover of the online accounts and ensure new and current customers are betting through the online platform either through BW or TAB
- Financial Management
- Ensure implementation of financial controls and management of systems
- Assist all teams to meet financial targets and growth targets
- Act on and manage unexpected expenditure
- Staff Management
- Manage of staff matters in line with the company policies and Labour Laws
- Manage and oversee staff performance in line with the company's performance management policy
- Provide leadership, guidance, advice, and effective mentoring to achieve company objectives
- Ensure appropriate human capacity and full utilisation for projects under management
- Regularly review the training and education needs for first line reports
- Provide leadership, guidance, and advice to staff
- Ensure that a high-performance culture is nurtured and maintained
- Coach staff and create the next successor
- Manage Client / Business Partners Relations
- Promote, maintain, and manage customer / business partners relationships with potential / new customers
- Identify potential new business partner opportunities in line with overall Group growth strategy
- Manage customer relationship by ensuring all compliance and through customer intimacy
- Manage relationships with all business partners, customers in accordance with policies, procedures, and legal requirements within an allocated time frame
- Ensure customer service standards are upheld by conducting regular meetings and ensuring clear communication between staff and management team
- Improve customer satisfaction in key areas of the business by ensuring customer satisfaction is monitored, measured, and improved
- Develop and implement monitoring and evaluation processes and procedures
- Report back on these initiatives to management team
- Manage top customers
- Ensure retention of top customers
- Big race days booked well in advance and well managed
- Ensure all legal and regulatory compliance is in place for Customer Care & Telebet Admin
- Ensure all compliance changes are implemented
- Ensure all communications are received by staff
- Optimise financial performance and manage and monitor budgets
- Comparison of service providers
- Establish and maintain a good working relationship with service providers
- Ensure expenditure remains within budgeted figures
- Ensure all rostering is reviewed and closely monitored
- Report back to management
- Ensure staff are rostered according to their strengths
- Monthly budget file/ directory highlighting variances and decisions on variances
- Processes put in place are implemented and updated accordingly
- Implement and manage cost saving initiative.
Client Care Manager
Mixtelematics
01.2014 - 01.2016
- Client contact, physical and telephonic
- Analysing database integrity/accuracy before submitting reports to clients
- Facilitate Client Report Requests
- Facilitate Client Training Requirements
- Client queries
- Client Care Manager allocation to new clients
- Facilitate de-and re-installations with CCA's to ensure that clients are not billed for new contracts when they have existing contracts available
- Facilitate DynaMiX Migrations
- Facilitate client disciplinary hearings and CCMA requests
- Provide ROI and possible savings.
Internal Account Executive
Mixtelematics
01.2011 - 01.2014
- Managing Broker (Insurance) Accounts
- Following up on all business received and ensuring that they get concluded
- Dealing with telephonic queries and sales
- Generating weekly feedback reports to Brokers
- Assisting an External sales executive with customer and broker escalations and complaints
- Dealing with commission queries and administration on all accounts.
Call Centre Agent
Standard Bank
01.2010 - 01.2011
- Dealing with telephonic banking queries
- Assisting the customer to conduct telephone banking
- Registering customer for telephone and cellphone banking
- Liaising with the branches and assisting them with queries
- Directing customers to relevant departments that can assist with their queries.
Bank Teller
ABSA Bank
01.2005 - 01.2010
- Dealing with clients
- Cash Management
- Treasury
- Cash Balancing
- Branch Administration.
Sales Consultant
The Hub Trading Company
01.2001 - 01.2005
- Merchandising
- Customer services
- Sales Consultant
- Stock replenishment.
Education
Life Coaching Certificate -
Academy of York
Advanced Certificate in Management Studies - undefined
Mancosa
Bachelor of Social Science Degree specialising in Industrial Psychology - undefined
University of KwaZulu-Natal
Matric Senior Certificate with Endorsement - undefined
Chatsworth Secondary School
Skills
- Accuracy and Precision
- Data Interpretation
- Deadline-oriented
- Error Correction
Courses Completed
- Chairman & Appeals Course (2016)
- Mentoring & Coaching (2018)
- Labour Relations & Effective Discipline (2018)
- Report Writing (2018)
Timeline
Head of Growth
Globaltrack
10.2019 - 01.2022
Group New Accounts Manager
Phumelela Gaming & Leisure
06.2019 - 09.2019
Client Care Manager
Mixtelematics
01.2014 - 01.2016
Scheduling Consultant
Mixtelematics
01.2011
Internal Account Executive
Mixtelematics
01.2011 - 01.2014
Call Centre Agent
Standard Bank
01.2010 - 01.2011
Bank Teller
ABSA Bank
01.2005 - 01.2010
Sales Consultant
The Hub Trading Company
01.2001 - 01.2005
Filing & Data Capturer
Canon Office Automation
Mid-Market Customer Success Manager
Skynamo
2 2022 - Current
Life Coaching Certificate -
Academy of York
Advanced Certificate in Management Studies - undefined
Mancosa
Bachelor of Social Science Degree specialising in Industrial Psychology - undefined
University of KwaZulu-Natal
Matric Senior Certificate with Endorsement - undefined
Chatsworth Secondary School
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