Simone Marilyn Subramoney

Promoted through internal progression from Sales Agent for local fibre campaigns to Team Leader and subsequently Campaign Manager based on performance and leadership results.

Leadership & Performance Management

• Oversee daily campaign operations and team performance across fibre sales, UK and US campaigns.
• Monitor KPIs, conversion rates, productivity metrics, and activation targets.
• Conduct structured one-on-one coaching sessions to address performance gaps.
• Manage attendance, scheduling, discipline, and conflict resolution in line with company policy.

Call Quality & Coaching

• Implement weekly call evaluations to maintain compliance and quality standards.
• Developed structured coaching frameworks using real call examples to improve closing ratios.
• Contributed to company-wide Quality Assurance framework development.

Reporting & Strategy

• Produce weekly and monthly performance reports with actionable insights for senior management.
• Analyze trends, optimize lead usage, and implement conversion improvement strategies.
• Improved reporting systems to enhance visibility and campaign tracking accuracy.

Key Achievements

• Led high-performing telesales teams exceeding sales and/or appointment targets across all local and international campaigns.
• Reduced onboarding time through structured training programs and sales guides created by Myself.
• Increased agent engagement and call quality through performance-based coaching.
• Strengthened accountability culture through KPI transparency and implemented check in/wellness sessions to increase productivity.

Drove new client acquisition and revenue growth through outbound and inbound telephonic financial consultations calls within a high-performance banking sales environment.

Key Responsibilities

• Proactively generated, managed, and closed B2B and B2C leads through virtual, video, and telephonic consultations.
• Conducted comprehensive Financial Needs Analyses (FNA) to assess client financial positions and recommend tailored banking solutions.
• Sold and cross-sold the full suite of Discovery Bank products to new and existing clients.
• Managed and maintained structured sales pipelines to ensure consistent conversion and follow-up.
• Delivered professional service to high-net-worth and premium clients, building long-term relationships.
• Maintained strict regulatory compliance with financial legislation and internal governance standards.
• Ensured accurate CRM recordkeeping and documentation in line with SLAs and compliance frameworks.

Performance & Achievements

• Consistently exceeded monthly sales and activation targets across B2B and B2C segments.
• Achieved high quality assurance scores while maintaining strong conversion rates.
• Maintained target call volumes, talk time metrics, and performance KPIs in a competitive sales environment.
• Recognized for strong compliance adherence and customer-centric approach.

Acted as a liaison between customers and internal operational hubs such as logistics department, fraud team, sales and marketing teams, resolving complex queries relating to merchant accounts, billing, technical hardware/software, orders, deliveries, cancellations, refunds, and product-related matters within a Fintech environment.

Key Responsibilities

• Professionally handled inbound customer queries via phone, email, live chat, and social media platforms in accordance with SLA requirements.
• Investigated and resolved complaints promptly while balancing company policy and customer satisfaction.
• Conducted in-depth troubleshooting on hardware, software, and product-related issues.
• Assisted merchants with onboarding processes, including KYC and FICA compliance requirements.
• Reviewed submitted applications and ensured accurate documentation for successful onboarding.
• Escalated urgent or complex issues to Senior Management and relevant internal departments.
• Liaised with fraud, logistics, billing, and technical teams to ensure efficient cross-department resolution.
• Maintained accurate CRM records (HubSpot) ensuring complete audit trails and data integrity.
• Compiled weekly call volume reports and monthly “state-of-the-customer” reports with performance insights.
• Proactively suggested improvements to scripting, processes, and service procedures to enhance customer experience.

Key Achievements

• Consistently resolved inbound customer queries within SLA timelines.
• Strengthened interdepartmental coordination, improving issue resolution efficiency.
• Enhanced onboarding compliance accuracy through improved KYC and FICA handling.
• Delivered actionable reporting insights that supported service improvements.

Provided independent quality assurance and compliance oversight within a BPO environment, ensuring adherence to regulatory frameworks and internal Standard Operating Procedures (SOPs) while delivering performance insights to operational leadership.

Key Responsibilities

• Conducted independent compliance audits on voice, correspondence, webchat, and social media interactions to ensure regulatory and quality adherence.
• Monitored agent performance against internal policies, client standards, and POPIA requirements.
• Identified root causes of non-compliance through detailed call analysis and trend monitoring.
• Delivered structured coaching and feedback sessions to improve agent performance and quality scores.
• Participated in out-of-specification investigations and risk assessments to mitigate potential regulatory breaches.
• Compiled detailed QA trend reports and presented actionable insights to operations managers and senior leadership.
• Collaborated with client operations teams to enhance service delivery and operational performance.
• Utilized CRM systems, call recording platforms, and reporting tools to ensure data accuracy and integrity.

Impact & Achievements

• Improved compliance adherence through proactive coaching and structured monitoring frameworks.
• Reduced non-compliance incidents by identifying and addressing systemic performance gaps.
• Strengthened risk mitigation processes by shifting from reactive to proactive quality control.
• Delivered data-driven insights that improved overall customer interaction standards.

Led a high-performing debt collections team within a target-driven credit management environment, overseeing daily operations, recovery performance, compliance adherence, and client portfolio management across major retail and banking accounts.

Key Responsibilities

• Led, coached, and motivated a team of collections agents to meet and exceed daily, weekly, and monthly recovery targets.
• Managed end-to-end call centre operations to drive consistent debt recovery performance.
• Monitored agent KPIs including recovery rates, call quality, promise-to-pay conversions, and compliance metrics.
• Conducted structured performance reviews, coaching sessions, and implemented corrective action plans for underperformance.
• Ensured all collection activities complied with regulatory requirements (POPIA, NCA) and internal quality standards.
• Handled escalated and high-risk accounts, ensuring ethical and compliant recovery practices.
• Generated detailed operational and performance reports for senior leadership and external clients.
• Maintained strong stakeholder relationships with major client portfolios including retail and banking institutions.

Key Achievements

• Consistently met and exceeded recovery and performance targets across multiple portfolios.
• Strengthened client relationships with key accounts including Truworths, HomeChoice, FNB, and African Bank.
• Improved team productivity and morale through structured coaching and hands-on leadership.
• Enhanced compliance adherence and reduced risk exposure through proactive quality monitoring.
• Drove operational improvements through data analysis and performance trend tracking.

Worked in a high-volume, target-driven collections environment managing accounts receivable portfolios across retail and banking sectors. Responsible for professional debt recovery, negotiation of repayment plans, and maintaining strict regulatory compliance.

Key Responsibilities

• Managed high-volume inbound and outbound collection calls daily.
• Achieved and exceeded daily, weekly, and monthly recovery targets.
• Negotiated structured repayment plans and settlement agreements in line with NCA and CPA regulations.
• Applied firm but professional negotiation techniques to secure payments while maintaining positive client interactions.
• Utilized CRM systems, dialers, and call-handling software to manage portfolios efficiently.
• Conducted skip tracing and debtor location activities to recover outstanding funds.
• Maintained detailed and accurate documentation of all debtor interactions and account actions.
• Ensured strict adherence to internal quality assurance standards and regulatory compliance requirements.

Key Achievements

• Consistently exceeded recovery and quality assurance targets.
• Maintained high promise-to-pay conversion rates.
• Demonstrated strong resilience and performance in a high-pressure environment.
• Recognized for accuracy in documentation and compliance adherence during internal audits.