Experience

SAI Global Property

• South Africa
• 1 - 100 Employee

• Team Lead Manager

  • Jul 2012 - Present

• Team Leader

  • Jul 2012 - Sep 2018

  Team Leader, Banking and RegistrationThe position was responsible for leading a team of full time, part time, casual and or contracted Team Members.Responsible for workflow management (productivity, utilization and quality), resource planning, service level adherence, people management and risk minimization. Also key contributors towards financial management, client satisfaction, dispute resolution and continuous improvement.Responsibilities:• Effective project management and ensuring timely achievement of goals and targets.• Reducing risk through efficient maintenance of risk registers.• Responsible for preparation of contractual service level agreements and ensuring organisation’s commitment to its service delivery • Managing day to day operations including preparation of schedules in compliance with SAI Global policies and procedures and identifying budgetary requirements.• Managing customer complaints• Managing Staff through the employee life cycle (Recruitment, Induction, Training & Development and Performance management and improvement)• Identifying industry trends, reporting and sales analysis.Achievements:• Raise Moral of the team and transition disengage, dysfunctional team to that one was collaborated and align the overall goals of the team, leading them to become highest performing team in business.• Successfully implementing Change Management by onboarding new system to calculate the team members performance.

• Team Member, Banking and Registration

  • Jul 2012 - Feb 2014

  • The position played a key part in servicing Banking and Finance clients through coordination and completion of their document return, settlement, registration.• Attending settlements and acting on behalf of our clients and client services, ensuring all correct documentation is obtained or dispatched at a settlement.• Maintaining both internal and external stakeholder relationships.• Liaising with settlement agents in regard to settlement instructions and any problems occurring during settlements.• While doing the lodgements do verification for Certificate of Title and Mortgage.• Dealing with Land & Property Information requisitions.• PPSR Registration• Supporting clients with their enquiries. Assisting other team members with enquiries, reworks.• A strong team player with experience in fitting into diverse team set-ups through a flexible approach and the willingness to undertake a variety of tasks in achieving workplace goals.• Ability to prioritise and coordinate workloads, work to strict deadlines and achieve objectives through the highest level of organisation to ensure that all schedules are met.Achievements• Consistently delivered high quality settlement documentation process resulting in timely and error free settlements that contributed to a positive customer experience. Received recognition award for best customer service



Kyocera Mita Australia Pty Ltd

• Customer Service Coordinator

  • Apr 2011 - Jun 2012

  • Providing prompt and efficient customer service and coordinating the effective allocation of service jobs to Customer Service Engineers (CSEs). Creating, closing off, invoicing service jobs within Service Alliance • Providing first level assistance and problem resolution to customers where possible. • Logging orders for spare parts and consumables within Service Alliance. Managing Inventory of spares. • Prioritizing and escalating service jobs within Service Alliance • Reviewing open jobs with Service Alliance (not QC related) that are older than one month and initiating action with Service Manager in order to complete job • Coordinating new machine installations, liaising with sales, customers, and freight companies • Maintaining the accuracy of the customer delivery address and service serial number databases within Service Alliance Achievements • Best service coordinator award



Channel Sales Account Manager and OH&S Coordinator

• Fuji Xerox Ltd

  • Oct 2008 - Apr 2011

  • The key role of this position is to manage sales in Government and corporate accounts. Identifying and establishing new customer base and generating requirements within existing customer base. • Client consultation in regards to their product requirements • Co-ordinating well with the colleagues in order to achieve team-working environment • Providing quality customer service to clients handling their queries • Put into practice management’s strategic plans to achieve the sales targets • Tracking customer orders till payment realization by taking complete ownership of the account. • Coordination of OH&S issues of the employees with the management to resolve them in timely manner. Take active participation in OH&S committee meetings. Achievements: • Increased Cartridge sale by 20%-25% during my work on Melbourne Corporate Customers • Regularly exceeded my territory targets to receive BEST SALES AWARD



Xerox Modicorp Ltd, Mumbai

• Customer Service Coordinator

  • May 1994 - Dec 2004

  • Managed call coordination of a team of 17 engineers for the resolution of customer service calls within the agreed customer SLA’s. • Responsible for Implementing corrective and preventive actions for the continual I improvement in team performance. Periodic performance reporting to the management • Managed customer relationships and generating both service revenue and leads for other sales opportunities. • Proactive stock coordination of routable spares for quick calls closures. • Conducted training for work controllers at call stations for ROT • Assisted in achieving sales targets for DNI & DND machines and Coordinating with Sales, service and customers Achievements: • Received the award for the best ROT (resolution on telephone) program implementation for the year 2001 nationally. • Two awards in 2 successive years for achieving the target number of DNI & DND machines • Motivated the team to achieve the turn around performance 40% to 100% in 3 months for satisfactory customers’ survey



Modi Xerox Mumbai

• Service and Sales Engineer & Technical Coordinator

  • Jun 1997 - May 1999

  Started with the company as the first lady Service and sales engineer. The responsibilities were not just servicing the machines, but also ensuring 100% customer satisfaction, also converting prospective opportunities in to sales leads. Helping sales team to close off the leads. Coordinate with the accounts department regarding any billing queries from the customers and resolve the issue. After successful on the field was promoted to the Technical coordinator role where the main responsibility was handling customer complaints over the phone and address the issues within stipulated time frames. Visiting customers for getting feedback on the service provided by the company. After the success of this role in Mumbai, it was promoted Nationally. • Promoted as a team leader to handle a team of engineers. • Satisfactorily handled major accounts like Hindustan Lever, Reliance, HPCL, MTNL, VSNL, and Government Department. Achievements: • Target Achievement for DNI (Deliver not Installed) & DND (Dispatched not Delivered) Machines in the Central Hub, Modi Xerox • Resolve On Telephone (ROT) Program Implementation for Mumbai South, Modi Xerox • Work Control Operations Mumbai for Excellent Contribution in DNI & Level of Service for CBU West