SAHIEL NIKASH HARILALL
9209015313081
Johannesburg
Summary
A Goal-oriented team leader with distinguished experience and proven leadership abilities. Expert in increasing productivity and customer satisfaction while being committed to streamlining procedures and optimizing employee talent. Utilizing interpersonal skills, excellent time management and problem-solving skills with an ability to handle multiple projects simultaneously with a high degree of accuracy
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Senior Technical Team Leader and Client Executive
TUTUKA/PAYMENTOLOGY
Sandton
10.2020 - 08.2023
- Defining department growth strategy, KPIs and SLAs in accordance to international standards.
- Ensuring customer resolution, negotiating financial transactions and cancellation processes with customers.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits (SLA).Conduct training and mentored team members to promote productivity and commitment to agreed service level agreements.
- Working with VISA and Mastercard in terms of international payments (client payment profiles) and not limited to fraud investigations.
- Evaluated employee performance on a timeframe basis, coached and trained number of team members, increasing quality of work.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Optimizing client onboarding processes, analyzing data driven insights.
- Collaborating with the Commercial team as well as necessary authorities and third parties on all matters relating to dispute chargebacks, refunds, reversals and API functions.
- Analyzing/Investigating technical information on all payment transactions as well as reading into technical logs for each financial transaction.
- Facilitating technical Level 1,2 and 3 support across 33 countries, (Refunds, Chargebacks, Reversals and fraudulent activity’s etc) via the necessary communication channels.• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Mentored and guided employees to foster proper completion of assigned duties.
Senior Team Leader (Finance Fleet)
BMG WORLD
Johannesburg
09.2019 - 09.2020
- Manage the accurate billing of the internal stakeholders (Nationally).
- Activating contingency plans and advising all affected parties as to avoid any unnecessary disruption of the operational activities.
- Logging of all problematic contracts, fuel, E tag and maintenance issues onto the Absa My link system, as well as offering individual solutions regarding specific cases.
- Preparing incident / accident reports and perform regular inspections for non- compliance by drivers and vehicle operating requirements to ensure a reduction in incidents and compliance to transport legislation.
- Scrutinizing vehicle repairs and maintenance approvals with all dealer/merchant approved suppliers.• Implementing Cost saving measures on various aspects (maintenance repairs, fuel saving etc.)
- Processing of all FML – Full Maintenance Lease vehicles as well as all debit backs to BMG.•
- Getting GOODWILL's from motor warranty organizations and processing with various head offices for extended WARRANTY CLAIMS.
- Drafted and Implemented a NEW VEHICLE POLICY for 2019.
- Provide Advanced technical automotive maintenance knowledge and feedback to all branch managers. • Plan and control vehicle maintenance, services and repairs, COF’s.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Senior Team Leader Fleet
Absa Vehicle Management, AVMS
Sandton
02.2017 - 07.2019
- Handling +- 150 calls per day, regarding service and repairs approval.
- Giving technical feedback to dealers and Clients with regards to maintenance, repairs and payment processes (Approving or declining).
- Assisting in receiving GOODWILL reports/WARRANTY claims from Dealers (head offices).
- Conduct and record regular physical inspections and/or audits of fleet vehicles.
- Handling incoming calls and ensuring that monthly service level targets are met.
- Securitizing of all related maintenance/service repairs related to Claims and Authorizations.
- Locating RMI/MIBCO approved automotive repair dealers, for best possible service/quality.
- Evaluating technical repairs done to each vehicle and finding the best solution without compromising on maintenance schedules and pricing.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Produced weekly, daily and monthly activity reports and forecasts.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
Team Leader
Massmart Holdings
Sunninghill
12.2014 - 02.2017
- Building strong relationships with customers through positive attitude and attentive response. (+-60 Client Organizations)
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Communicated and implemented KPIs and SLAs outlined in annual plan to inform employees of expectations and deliverables.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Cultivated strong relationships with vendors and partners supporting administrative operations
Education
Introduction To Business Accounting - Accounting
Boston City Campus
Bedfordview, Johannesburg 01.2011 - 11.2013
Skills
SAP CRM
SAP RETAIL
ABSA MY LINK
ABSA FLEET
PAYU Solutions, UCS Support Portals
Companion Card, Voucher Engine APIs, VISA and Mastercard card transactions/payments portals
All Microsoft systems and applications
Timeline
Senior Technical Team Leader and Client Executive
TUTUKA/PAYMENTOLOGY
10.2020 - 08.2023
Senior Team Leader (Finance Fleet)
BMG WORLD
09.2019 - 09.2020
Senior Team Leader Fleet
Absa Vehicle Management, AVMS
02.2017 - 07.2019
Team Leader
Massmart Holdings
12.2014 - 02.2017
Introduction To Business Accounting - Accounting
Boston City Campus
01.2011 - 11.2013