Udaykiran Naidoo

People Management :

• Coaches and supports Team Leaders

• Day to day management of Team Leader performance.

• Document Team Leaders Personal Development Plans

• Regularly communicates with Team Leaders and Agents

• Develops performance promises for all Team Leaders and conducts midyear and annual reviews.

• Ensures that all Human Resources policies and procedures are observed Classification - Confidential Customer Relations.

• Manages customer escalations and complaints

• Ensures operational delivery is in line with contractual obligations

• Provides input and participates in calibration sessions Reporting & Administration

• Provides relevant internal and external reports as per the business unit requirements

• Analyses business data identifying and highlighting trends to the management team

• Monitors absenteeism and adherence

• Compiles ad hoc reports as and when required

• Analyses operational data and takes relevant action

• Reviews current reporting tools and suggests improvements to meet the

• Management Information requirements of the organisation

• Arranges logons for new employees

• Ensures Agent time sheets are accurately completed and timeously submitted

· Responsible for disciplinary enquiries and building DE packs

· Responsible for Cluster performance as well as sites performance.

· Representing merchants on client calls.

· Implementing strategies that team members use to achieve a goal

· Delegating tasks based on each member’s strengths and skills

· Offering the training necessary to complete certain tasks

· Decision-making

· Coaching

· Mentoring

· Developing the team’s skills

· Managing conflict

· Organizing work

· Communicating goals

· Connecting work to context

· Leading by example

· Allocating and managing resources

· Problem solving

· Managing project progress

· Disciplinary process and procedures

· Training of new staff as the nesting leader

· Hosting sessions

• Interpreting client specifications and identifying website user requirements.
• Creating timeframes and work schedules to meet deadlines.
• Communicating effectively with clients and teams.
• Building a network of freelance designers and content writers.
• Updating records and writing reports.
• Debugging websites and ensuring software documentation is updated.
• Liaising with mobile developers.
• Establishing strong professional relationships with clients and other professionals.
• Conducting research and keeping abreast of social media marketing trends.
• Supervising junior web developers, analyzing areas of weakness, and scheduling training sessions accordingly.

• Advising customers, collaborating with departments, selling and consulting on products, generating new leads, scheduling appointments, maintaining customer relationships, working as part of a team.
• Facilitated training sessions for internal team members on product updates or new releases, enhancing overall knowledge within the organization.
• Enhanced client satisfaction by conducting thorough needs assessments and providing tailored product recommendations.
• Assisted sales teams in achieving revenue goals through strategic pre-sales activities and close collaboration.
• Served as a liaison between sales, engineering, and marketing teams to ensure alignment on key objectives throughout the sales cycle.

• Customer service, credit applications, responding to customer inquiries, providing product and service information, routing calls, following up customer calls, responding to client's email queries, maintaining customer accounts.
• Enhanced client satisfaction by providing tailored business banking solutions and personalized consultations.
• Conducted in-depth analyses of clients'' financial situations, identifying areas for improvement and long-term success.

- Respond to customer inquiries

- Research required information using available resources

- Provide customers with product and service information

- Route calls to appropriate resource

- Follow up customer calls where necessary

- Respond to client’s email queries professionally

- Trace Missing Payments

- Order Cheque Books

- Understand clients Business Requirements to provide solutions to their Business Goals

- Analyse Business Requirements to meet Clients Needs

- Ensure all Business Requirements are met and adhered too

- Draw up Account Letters with Signatures

- Maintain customer accounts to ensure all accounts are in order and resolve disputes

• Customer service, meeting sales targets, dealing with irate clients, first call resolution, assisting on EMS.

• Tracing debit orders, tracing missing payments, creating and amending schedule payments, tracing unauthorised debit orders, tracing unknown credits, sending customer confirmation letters and bank statements, working on EMS systems, working on Bankserv.

• Tracing debit orders, assisting clients and other branches, assisting with cross border queries.

• Doing market research for different businesses, meeting targets.

• Doing market research for different businesses, assisting with queries, meeting targets.

• Customer service, training staff, managing stock presentation, stock loss prevention, general housekeeping, ad hoc assignments.