Prenavin Naidoo

Experience

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  The Listening Company

  Jan 2004 - Dec 2005

  Quality Assurance Agent

  · I had developed my skills from being a Sales Agent and moved into the role as a Quality Assurance Agent within the company. I was responsible for measuring Quality and facilitating improvements within various campaigns & the call centre. I worked very closely with the Sales agents on a daily basis and helped in both coaching and developing new starters to achieve targets and improve in the quality of their daily work.· Provided Quality support to various campaigns on behalf of TLC· Monitored calls and provided face-to-face feedback to Sales Professionals· Reported to Quality Management on a weekly basis with regards to campaign feedback, call performance, and measures taken to improve on call quality· Reported to Project Managers, Team Managers and Clients on Team performance and how to solve problem areas Show less

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  American Express

  Jan 2004 - Dec 2005

  Team leader

  · Developed into the role as a team leader whereby I was requested to facilitate and maintain the quality standards within FSA Regulations on behalf of American Express Insurance Services Europe Limited· My daily duties included commercial awareness and having a consistent sense of judgement· Designing of call monitoring sheets and using this to conduct call monitoring to ensure the sales generated were of the best possible quality· Implemented non sales call monitoring sheets to understand why agents were not converting sales when not achieving targets and then provide general coaching to increase revenue whilst maximising product knowledge. Show less

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  AOL Broadband

  Jan 2004 - Dec 2005

  Sales Agent

  · I was the senior sales agent on the AOL campaign due to me being one of the top agents.· I used to assist all the new agents by coaching them with the sales and helping them with the systems.· I Called existing AOL customers who were on the dial up service and upgraded them onto the broadband service.· I also cold called people who were with different internet providers to try and get them to switch to the AOL broadband services.

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  Talking Shop

  Jan 2006 - Dec 2007

  Customer Services & Retentions Agent

  · Dealt with both inbound and outbound customer services & sales with customers in the UK· Conducted credit vetting on behalf of customers to ensure they were eligible for mobile phone contracts based on the UK criteria on a daily basis· Involved with regards to decision making of either approving / declining customer cash back schemes based on rules and regulations· Ongoing involvement regarding dealing with e-mail responses to customer queries· Ensuring that sales agents orders are proof read before authorizing mobile phone contracts to be dispatched Show less

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  Rewards Company

  Jan 2008 - Nov 2009

  Senior Sales Agent

  · My job entailed cold calling as well as warm calling to clients to offer various covers.· My job also entailed working on referrals from clients which assisted me in achieving and exceeding targets.· Did outbound cold calling to all banking clients in South Africa· Marketed the FNB funeral plan to clients within SA· Marketed Sanlam personal accident Plan to clients within SA

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  SA Homeloans

  Nov 2009 - Dec 2014

  Property Finance Consultant

  · I Worked as a property finance consultant dealing with client’s country wide.· Helped clients with the process of getting their home loans approved.· Facilitated clients by doing their ITC credit check and did their affordability assessments to see whether they were credit worthy to attain the home loan required.· I dealt with our credit department and evaluations department to make sure that the home loan processes were dealt with efficiently.· I followed up with the attorneys after every home loan was approved for each of my clients to ensure that my clients were happy and that the registering process was done efficiently by the Attorneys.· I was in constant contact with clients to keep them updated on the progress of their home loan Application to give them peace of mind and excellent service.· I did a deed search on every property that I processed to make sure that the deed of sale and the sale agreement correspond. Show less

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  Beesure financial services

  Jan 2015 - Aug 2018

  Team Leader

  · Development of key strategies to enhance team performance· Determining team strategies by conducting needs assessments, performance reviews.· Oversees the daily operation of the team and its various components, ensuring KPI goals are met.· Establishing technical specifications on production, productivity, quality and customer service/sales standards· Accountable for the development, training and leadership of the team via various channels and methods· Compiling & presenting of daily / weekly / monthly reporting for higher management Show less

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  ELYSIAN GROUP

  Aug 2018 - now

  · Determining team operational strategies by conducting needs assessments, performance reviews, coaching and development.· Establishing technical specifications on production, productivity, quality, and customer service standards· Development of key strategies to enhance team performance· Maintaining and improving overall call centre operations including objectives of recruiting, training, planning, reviewing of compensation actions, quality control management and insights· Accountable for developing a culture of continuous improvements on the campaigns performance, providing efficiencies and cost reduction recommendations to the business and client· Daily, weekly and monthly monitoring of campaign quality standards in line with regulatory requirements· Accountable for developing a culture of continuous improvements on performance.· Coaching and development of both management and front-line staff utilizing coaching models and regular one to one session.· Responsible for implementing and overseeing employee engagement initiatives· Mentoring and coaching new agents on sales and objection handling· Provided daily coaching to help the advisor improve their performance.· I set individual targets and goal setting for the team members and followed up with them on a weekly basis to review their targets.· I managed the day-to-day operations of the team on the floor. Show less

  • Sales Manager

    Aug 2018 - now

  • Team leader / Sales manager

    Aug 2018 - now