Summary
Overview
Work History
Education
Skills
Strengths Skills Abilities
Personal Information
References
Timeline
Generic

Noelene Naicker

Team Manager

Summary

Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience
1
1
Language

Work History

Debt Collections Manager

Strauss Recoveries Solutions
10.2018 - Current
  • Lead the optimization of collections and recoveries strategies, delivering on collections forecasts, targets, processes, and people to ensure the business goals are achieved
  • Lead, develop and motivate your team by setting clear direction and expectations and living the culture and values of the business
  • Work with a book value of R80 000 000 comprising of 40 000 accounts outsourced by various clients.
  • Cross-trained existing employees to maximize team agility and performance.
  • Onboarded new employees with training and new hire documentation.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Communicated clearly with employees, co-workers and clients to keep everyone on same page and working toward established business goals.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Controlled costs to keep business operating within budget and increase profits.
  • Managed and motivated employees to be productive and engaged in work.
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Reduced waste and pursued revenue development strategies to keep department aligned with profit targets.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Team Manager

RL Daly Attorneys
01.2014 - 03.2018
  • Managed a team of 40 agents, responsible for hiring, evaluation, development & training, management of performance and firing
  • Ensured that all project requirements are fully catered for in terms of micro-managing call campaigns, dialer activity, call quality, and exceptional customer service experience
  • Reviewed and reported back to KAM all production/MIS requirements on a daily basis
  • Managed and provided guidance to the coaches/QA staff regarding the agent's feedback reports
  • Challenged the current department's policies and procedures to improve the operation.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Evaluated employee performance on daily basis and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Developed performance measurement strategies, identifying areas for improvement.
  • Implemented training programs to maximise team member development and potential.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Coordinated team collaboration to share ideas and build best practices.
  • Delivered regular team meetings for aligned work towards common goals.
  • Recruited and trained high-performing team members, maintaining optimized customer service.
  • Established and maintained performance, quality and service standards for professional customer care.
  • Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
  • Aligned team goals and objectives with organizational strategy, aiding business growth.
  • Facilitated meetings to communicate team performance goals and results.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Launched quality assurance practices for each phase of development
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Developed detailed plans based on broad guidance and direction.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Defined clear targets and objectives and communicated to other team members.

Coach

RL Daly Attorneys
01.2009 - 01.2014
  • Managed a team of 8 agents, implemented corrective measures to achieve quality standards, compiled reports for mandate team manager, executed collections campaign strategy, coached agents on call quality, motivated call centre agents to perform and achieve targets.
  • Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
  • Developed and implemented comprehensive training program for new coaches to increase resilience and performance.
  • Utilized positive communication to encourage team and promote integrity and respect.
  • Assisted in recruitment and selection of additional coaching staff to establish strong and competent team.
  • Analyzed and evaluated team performance metrics to identify areas of improvement.
  • Facilitated team building activities and workshops to improve communication, collaboration and productivity.

Quality Assurer

RL Daly Attorneys
01.2008 - 01.2009
  • Listened to agent calls, identified opportunity areas on their calls, conducted coaching on agent's opportunity areas, prepared coaching documents for agent, conducted investigations on call quality, updated statistics on spreadsheet.
  • Performed audits and deep document reviews to verify compliance with applicable laws.
  • Planned workshops to help workplaces remain complaint free and support diverse employees.
  • Excellent communication skills, both verbal and written.
  • Identified issues, analyzed information and provided solutions to problems.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Worked effectively in fast-paced environments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.

Debt Collector

RL Daly
01.2004 - 01.2008
  • Reconciliation of accounts, recovery on overdue loans, resolving customer disputes and queries, handing over of accounts to legal, administration, stats and updates on payment figures, restructuring of accounts, time management collection on bad payment history accounts, negotiations skills, assisting clients in understanding the negative impact on the ITC.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Collected on delinquent accounts to reduce overdue balances.
  • Documented customer payment interactions and account statuses for future reference.
  • Verified compliance with relevant laws, regulations and best practices related to customer account management.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Collaborated with other departments to verify customer compliance with payment plans.
  • Maintained consistently high success rate of collecting on overdue accounts.
  • Regularly monitored accounts to identify overdue balances and potential areas of risk.
  • Identified and contacted customers with overdue accounts to address payment status.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Developed and documented collection procedures and policies to comply with government regulations.

Education

NQF LEVEL 2 – CALL CENTRE COACH QUALIFICATIONS -

PEOPLE SOLUTION

NQF LEVEL 4 – TEAM LEADER QUALIFICATION - undefined

IPT

NQF LEVEL 5 – MJT CONSULTING – INTERVIEW SKILLS - undefined

MJT CONSULTING

EXCEL INTERMEDIATE - undefined

CAREERS 2000

MATRIC – SENIOR CERTIFICATE - undefined

RYDALPARK SECONDARY SCHOOL

Skills

Performance Management

undefined

Strengths Skills Abilities

  • Strong writing, analysis, and problem-solving skills
  • Highly organized and multi-talented
  • Fast learner and hardworking
  • Expertise in personal support/assistance, project management/planning/coordinating, administration, customer services/results-oriented/attention to detail, debt collections, presentation/innovative, creditors clerk, and client liaison

Personal Information

  • ID Number: 840826 0183 089
  • Dependents: none
  • Date of Birth: 08/26/84
  • Nationality: South African
  • Driving License: Code B (8)
  • Marital Status: Single

References

  • Anneline Maharaj, 061 082 1215, Strauss
  • Pritesh Francis, Team Manager, 079 341 1512, RL Daly

Timeline

Debt Collections Manager

Strauss Recoveries Solutions
10.2018 - Current

Team Manager

RL Daly Attorneys
01.2014 - 03.2018

Coach

RL Daly Attorneys
01.2009 - 01.2014

Quality Assurer

RL Daly Attorneys
01.2008 - 01.2009

Debt Collector

RL Daly
01.2004 - 01.2008

NQF LEVEL 2 – CALL CENTRE COACH QUALIFICATIONS -

PEOPLE SOLUTION

NQF LEVEL 4 – TEAM LEADER QUALIFICATION - undefined

IPT

NQF LEVEL 5 – MJT CONSULTING – INTERVIEW SKILLS - undefined

MJT CONSULTING

EXCEL INTERMEDIATE - undefined

CAREERS 2000

MATRIC – SENIOR CERTIFICATE - undefined

RYDALPARK SECONDARY SCHOOL

Similar Profiles

CREATE PROFILE
Noelene NaickerTeam Manager