Rochaan Bradbury

Work History

Service Provider Manager

Oneplan Management Services

National

03.2021 - Current

Implemented quality control measures that resulted in a decrease in reported issues from both vendors and clients regarding our services provided.
Proactively engaged with vendors to solicit feedback, using that information to continually refine and improve the overall customer experience.
Developed strong relationships with clients, fostering trust and loyalty through consistent communication and followup.
Enhanced customer satisfaction by effectively addressing and resolving complaints in a timely manner.
Identified areas for improvement within the vendor service process, proposing strategic solutions that led to improved performance metrics.
Maintained detailed records of vendor interactions, tracking progress over time and using data to inform future decision-making.
Conducted regular evaluations of service offerings to ensure alignment with pet insurance industry standards and trends, making necessary adjustments as needed.
Evaluated current market trends to identify potential opportunities for expansion and growth in our service offerings.
Streamlined service operations for increased efficiency, implementing standardized processes and procedures.
Acted as a liaison between vendors and internal departments, ensuring seamless coordination throughout the service delivery process.
Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Maintained database systems to track and analyze operational data.
Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Generated reports detailing findings and recommendations.
Gathered, organized and input information into digital database.
Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery to veterinary vendors.
Improved marketing to attract new customers and promote business through vendor network.
Developed product training programs for vendor staff which resulted in improved customer experience.
Met with customers to give sales presentations, negotiate contracts and promote services.
Expanded market share by identifying untapped markets within the pet insurance industry and devising tailored strategies to target them effectively.
Remained responsive to changing targets by preparing monthly, quarterly and annual sales reports and forecasts.

General Manager

Kukhula Global Projects

Johannesburg

09.2018 - 04.2019

Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Managed budget implementations, employee reviews, training, schedules, and contract negotiations and details.
Developing employees through dynamic facilitation, practical application and customization to suit client needs, empowering employees with practical competencies and skills that enables them to exceed in their roles within an organization
Led a team of 20 training facilitators, 6 project coordinators, 2 frontline staff members and 10 administrators across all regions.
Deliver direct client support.
Ensure successful deployment of multiple training initiatives for 6000 learners.
Ensured accurate records handling in various databases.
Handle comprehensive management of SETA related tasks.
Facilitated all stages of learner events, from presentation to graduation.
Monitored learner progression to identify development gaps.
Facilitated leaderships from start to finish.
Drove development of new market opportunities.
General administrative and office manager duties.

Customer Relationship Manager

Oneplan Management Services

Johannesburg

12.2017 - 08.2018

Identified customer needs and actively found solutions that will assist the client in having the best possible customer experience
Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Assisted customers with opening accounts and signing up for new services.
Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
Educated clients on product offering and used methods that allowed the business to resolve the queries as a first call resolution
Forecast potential errors that may arise which might impact customer experience
Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
Streamlined communication between departments for better understanding of customer needs and quicker problem resolution.
Analyze call volumes, trends, queries and come up with solutions to address and rectify the problem areas
Manage customer relationship with the business and ensuring a perfect customer experience
Engage with clients across all platforms to ensure perfect customer service is achieved

Retentions and Collections Specialist

Oneplan Management Services

Johannesburg

01.2017 - 12.2017

Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection and retention efforts.
Delivered exceptional customer service on collection and retention calls and maintained calm and professional demeanor.
Researched accounts and completed due diligence to resolve collection and retention problems.
Analyzed customer behavior and data to identify trends and develop customer retention strategies.
Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Analyzed customer data to identify trends, providing valuable insights for retention initiatives.
Researched accounts and completed due diligence to resolve collection problems.
Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.

Customer Relationship Manager

BMW Group

Johannesburg

04.2016 - 09.2016

Designed comprehensive training schedules to enhance employee skills.
Facilitated development sessions aimed at enhancing sales force skills.
Devised systems for evaluating training program outcomes.
Facilitated knowledge transfer in areas including automation by working closely with the Corporate sales training department.
Manage daily after-sales processes from initiation to completion.
Addressed challenges to enhance customer satisfaction.
Maximized product and service utilization by addressing all customer concerns.
Effectively managed customer issues through direct interaction and resolution.
Maintained ongoing review and resolution process for customer feedback.
Executed and tracked monthly action plans.
Directed activities of diverse frontline personnel.
Coordinate all logistical planning for drivers.
Ensured quality through regular auditing of services.
Coordinate advertising efforts including social media, email marketing, and events.
Enhanced customer satisfaction by implementing efficient after-sales processes and timely follow-ups.
Optimized resource allocation by closely monitoring workload distribution among technicians, reducing bottlenecks and wait times for customers.

Customer Relationship Manager

BMW Group

Johannesburg

11.2015 - 04.2016

To direct, plan and implement dealer CRM strategies to contribute towards the achievement of the company’s sales objectives by the development and implementation of robust loyalty and prospect communication programs.
To plan and implement lead generation activities through partnerships with other premium brands, eCRM/online lead generation and through dealer events for conquest opportunities.
Managed the dealer CRM database and processes to ensure the data is regularly cleansed and effectively used in loyalty and conquest activities.
Established and implemented a Customer Relationship Management strategy for the dealership.
Managed dealership customer communications.
Coordinated marketing initiatives and event.
Identified potential sales opportunities across dealership departments.
Maintained accurate customer database.
Improved overall dealership customer experience.
·Managed dealership retention and sales lead programs.

Customer Experience Manager

BMW Group

Bryanston

11.2014 - 11.2015

Assisted in developing needs assessments of sales representatives and sales management.
Prepared training manuals, feedback survey forms, and support materials.
Monitored and evaluated the effectiveness of all sales training programs.
Established and maintained high performance standards throughout the training process.
Assisted in managing content for the sales training website.
Developed instructional material for guidance of sales staff
Facilitated sales team development programs
Conducted periodic staff evaluation checks to monitor team productivity
Informing customers about product specifications of all BMW products and features
Conducting a needs analysis together with the customer
Share product knowledge within the dealership by means of training sessions
Supporting the Sales Advisor during the sales consultation
Being the main point of contact for the customer to answer questions about products including usage and functions
Prepare and present product workshops for customers
Set a high level of Customer Satisfaction through providing a premium Customer Experience
Guide and support all dealer staff through Change Management Process
Planning and coordinating all dealer events, launches and customer workshops.
Creating, managing and owning all dealership social media sites and handles.
Coordination of the BMW Genii team in terms of training, events and support.
Offer support to the sales team throughout the sales cycle.

Head of Marketing & New Business Development

Graffiti Media

Midrand

06.2013 - 11.2014

Increased brand awareness by developing and implementing strategic marketing campaigns.
Collaborated with sales teams to develop integrated promotional campaigns that increased overall revenue growth.
Enhanced customer engagement with targeted social media strategies and content creation.
Launched marketing activities for new product lines and market penetration.
Improved lead generation efforts by implementing targeted inbound marketing strategies that attracted high-quality prospects.
Planned and executed marketing campaigns to target groups, areas and wider community.
Managed and oversaw design of marketing material and promotional literature for organization.
Utilized CRM software to manage sales pipelines effectively, ensuring timely follow-ups with leads and optimal resource allocation among team members.
Conducted regular competitor analysis to stay informed about industry trends and potential threats, enabling the company to quickly adapt its strategies as needed.
Built long-lasting client relationships through consistent communication, trust-building activities, and excellent customer service.
Negotiated favorable contract terms with clients, ensuring long-term profitability while meeting client needs and expectations.
Drove organizational growth by diversifying the company''s client base, exploring untapped markets and identifying new opportunities for expansion.
Identified new opportunities for revenue growth and expansion by analyzing industry trends and competitor activity.
Leveraged social media platforms to connect with potential clients, enhancing brand recognition within target industries and markets globally.
Negotiated and closed long-term agreements with new clients in assigned territory.
Reached out to potential customers via telephone, email, and in-person inquiries.
Established relationships with key decision-makers within customer's organization to promote growth and retention.
Collaborated closely with human resources to ensure seamless alignment between talent acquisition strategies and ongoing employee development initiatives.
Collaborated with department heads to identify areas of improvement and create targeted training initiatives.
Improved overall company productivity by conducting regular skills assessments and addressing identified gaps through customized training sessions.

Call Centre Manager

Evalu8r

Edenvale

06.2012 - 05.2013

Managed high-volume call center operations, maintaining service quality standards across the team.
Devised innovative problem-solving techniques to address unique client concerns swiftly.
Enhanced customer satisfaction by resolving complex issues and providing tailored solutions.
Applied best practices in customer service, sales, and employee management to exceed organizational goals.
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Increased sales by developing and implementing effective sales strategies.
Conducted detailed market analysis to identify potential opportunities for growth and expansion.
Negotiated contracts with key accounts, securing long-term partnerships beneficial to both parties.

New Business Development Specialist

Dawn Ltd

Germiston

10.2011 - 06.2012

Contributed to overall company growth by consistently meeting or exceeding quarterly sales targets through strategic planning and execution.
Built trust with prospective clients through transparent communication about product offerings, pricing structures, delivery timelines.
Facilitated win-win negotiations with clients to secure profitable long-term contracts that met the unique needs of both parties.
Coordinate order management tasks and maintained customer databases.
Supported key sales personnel directly.
Lead efforts to meet sales projections.
Represent company at significant promotional gatherings.
Oversee development of pricing frameworks.
Coordinated management of consignment accounts.
Provide customer support and assistance with queries, quotations, invoices, complaints, and Offered technical guidance to customers.
Handled all key account portfolios.

Call Centre Manager

Dawn Ltd

Parktown

12.2007 - 10.2011

Managed high-volume call center operations, maintaining service quality standards across the team.
Established a positive work environment by fostering open communication and promoting teamwork among staff members.
Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
Created comprehensive training materials for new hires, resulting in reduced onboarding time and faster integration into the team.
Conducted regular performance reviews of team members, identifying opportunities for growth and development.
Leading and supervising staff performance.
Analyzing data derived from customer feedback.
Address and resolve customer complaints escalated by front-line staff.
Assess service quality and suggest enhancements regularly.
Facilitated continuous professional development for employees.
Develop comprehensive overviews for upper management.
Supervise functionality and maintenance of digital trading interface.
Communicate with key stakeholders to resolve issues efficiently.
Facilitate organization of diverse annual functions.

Customer Service Representative

Dawn Ltd

Germiston

04.2007 - 11.2007

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Responded to customer requests for products, services, and company information.
Addressed post-service issues to ensure customer satisfaction.
Tracked and documented credit information.
Conducted thorough investigations to resolve credit discrepancies.
Managed initial phases of collections effectively.
Achieved all set targets.

Summary

Overview

Work History

Service Provider Manager

General Manager

Customer Relationship Manager

Retentions and Collections Specialist

Customer Relationship Manager

Customer Relationship Manager

Customer Experience Manager

Head of Marketing & New Business Development

Call Centre Manager

New Business Development Specialist

Call Centre Manager

Customer Service Representative

Education

High School Diploma -

Skills

Timeline

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