Marlon Naidoo

Experience

• 

  Telkom SA SOC LTD.

  Oct 1997 - Apr 2016

  Customer Experience Manager/ National Quality Assurance

  Direct Line manager to 4 Contact Centre Supervisors, including the Contact Centre Training and Development Supervisor. Reporting directly to the Contact Centre – Sales, Marketing, Performance and Strategy – Senior Manager.Managed section responsible for Assessing call recordings between Customer and Contact Centre Service Consultant, where the following Business metrics are measured: Customer Rapport Customer Effort Net Promoter First Call Resolution Transfer Call Repeat CallsAchievements • I was part of the Telkom SA delegation, responsible for the Outsourcing of Telkom Mobile campaign to both Aegis Global and WNS Global. Was involved in the Staffing and Training upon initial Outsourcing • Thereafter my Primary role was that of Customer Experience Auditor. Tasked with ensuring the High level management of the Corporate Account in order to ensure/ produce an efficiently managed campaign thus ensuring a High level of Customer Satisfaction. Show less

• 

  WNS

  May 2018 - Sept 2020

  Assistant Sales Manager
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  ISON Xperiences Ltd - Leading Global CX Management Company

  Sept 2020 - Jan 2023

  Assistant General Manager – Business Development - South Africa
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  Merchants

  Feb 2023 - now

  Head of Operations at Merchants