Shoana Padayachee
Country Manager at Redial BPO- Claim this Profile
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Bio
Ernest Annandale
She is a born leader taking the time to understand the world that she needs to lead with eviction. Shoana is natural leader that will inspire individuals to choose behaviors recognized for their contribution to the achievement of the company's mission. Born leaders use feedback and role modeling, not as a control mechanism, but to inspire others. She has the ability to be commanded respect. People wouldn’t dream of taking the same silly little quibbles and gripes to her over and over. She wouldn’t allow that. She would ask questions, make them recognize that they had the answer within themselves or knew where to go to get it. They would think twice before they approached her with lazy questions again. She will take the time to talk to her agents. She understands that they are the voice and ears to your contact center and origination. Agents can tell you what’s important to your customers, and how your competitors are performing. She will provide Targeted Coaching She established a review process to the agents to review issues that arise during a particular call. This allows agents to review complicated or confusing issues and prevent them from reoccurring. She is able to put herself in the Agent’s Shoes She will pick up a headset and acted as an agent? You would be surprised what you could learn from this practice. She is doing this to get a better understanding of the challenges the agents are going through and will help redefine the contact center strategy to improve processes. She gains a lot of respect from subordinates and agents. Its a privilege to see her in action. Ernest
Niksha Poonee
one of the most inspiring woman I worked under...both family and career path! Thank u for believing in me
Ernest Annandale
She is a born leader taking the time to understand the world that she needs to lead with eviction. Shoana is natural leader that will inspire individuals to choose behaviors recognized for their contribution to the achievement of the company's mission. Born leaders use feedback and role modeling, not as a control mechanism, but to inspire others. She has the ability to be commanded respect. People wouldn’t dream of taking the same silly little quibbles and gripes to her over and over. She wouldn’t allow that. She would ask questions, make them recognize that they had the answer within themselves or knew where to go to get it. They would think twice before they approached her with lazy questions again. She will take the time to talk to her agents. She understands that they are the voice and ears to your contact center and origination. Agents can tell you what’s important to your customers, and how your competitors are performing. She will provide Targeted Coaching She established a review process to the agents to review issues that arise during a particular call. This allows agents to review complicated or confusing issues and prevent them from reoccurring. She is able to put herself in the Agent’s Shoes She will pick up a headset and acted as an agent? You would be surprised what you could learn from this practice. She is doing this to get a better understanding of the challenges the agents are going through and will help redefine the contact center strategy to improve processes. She gains a lot of respect from subordinates and agents. Its a privilege to see her in action. Ernest
Niksha Poonee
one of the most inspiring woman I worked under...both family and career path! Thank u for believing in me
Ernest Annandale
She is a born leader taking the time to understand the world that she needs to lead with eviction. Shoana is natural leader that will inspire individuals to choose behaviors recognized for their contribution to the achievement of the company's mission. Born leaders use feedback and role modeling, not as a control mechanism, but to inspire others. She has the ability to be commanded respect. People wouldn’t dream of taking the same silly little quibbles and gripes to her over and over. She wouldn’t allow that. She would ask questions, make them recognize that they had the answer within themselves or knew where to go to get it. They would think twice before they approached her with lazy questions again. She will take the time to talk to her agents. She understands that they are the voice and ears to your contact center and origination. Agents can tell you what’s important to your customers, and how your competitors are performing. She will provide Targeted Coaching She established a review process to the agents to review issues that arise during a particular call. This allows agents to review complicated or confusing issues and prevent them from reoccurring. She is able to put herself in the Agent’s Shoes She will pick up a headset and acted as an agent? You would be surprised what you could learn from this practice. She is doing this to get a better understanding of the challenges the agents are going through and will help redefine the contact center strategy to improve processes. She gains a lot of respect from subordinates and agents. Its a privilege to see her in action. Ernest
Niksha Poonee
one of the most inspiring woman I worked under...both family and career path! Thank u for believing in me
Ernest Annandale
She is a born leader taking the time to understand the world that she needs to lead with eviction. Shoana is natural leader that will inspire individuals to choose behaviors recognized for their contribution to the achievement of the company's mission. Born leaders use feedback and role modeling, not as a control mechanism, but to inspire others. She has the ability to be commanded respect. People wouldn’t dream of taking the same silly little quibbles and gripes to her over and over. She wouldn’t allow that. She would ask questions, make them recognize that they had the answer within themselves or knew where to go to get it. They would think twice before they approached her with lazy questions again. She will take the time to talk to her agents. She understands that they are the voice and ears to your contact center and origination. Agents can tell you what’s important to your customers, and how your competitors are performing. She will provide Targeted Coaching She established a review process to the agents to review issues that arise during a particular call. This allows agents to review complicated or confusing issues and prevent them from reoccurring. She is able to put herself in the Agent’s Shoes She will pick up a headset and acted as an agent? You would be surprised what you could learn from this practice. She is doing this to get a better understanding of the challenges the agents are going through and will help redefine the contact center strategy to improve processes. She gains a lot of respect from subordinates and agents. Its a privilege to see her in action. Ernest
Niksha Poonee
one of the most inspiring woman I worked under...both family and career path! Thank u for believing in me
Credentials
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Communicating In the Language of Leadership
LinkedInJun, 2020- Oct, 2024
Experience
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Redial BPO
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United States
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Country Manager
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May 2023 - Present
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BPESA
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South Africa
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Outsourcing and Offshoring Consulting
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1 - 100 Employee
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Regional Executive and People Lead
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Aug 2020 - Present
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The CX Group
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South Africa
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Consumer Services
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1 - 100 Employee
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Senior CX Consultant
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May 2021 - Jun 2023
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Edcon
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South Africa
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Retail
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700 & Above Employee
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Debtors Admin and Control Exec
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Feb 2020 - Aug 2020
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Accenture
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Ireland
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Business Consulting and Services
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700 & Above Employee
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Business Advisory Manager
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Aug 2019 - Jan 2020
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Absa Group
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South Africa
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Financial Services
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700 & Above Employee
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Manager Operations Client Services
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Dec 2016 - Aug 2019
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Conexus
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Education Administration Programs
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1 - 100 Employee
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Call Centre Manager
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Dec 2012 - Nov 2016
Project manage each account to ensure efficiency and effectiveness is balanced Fulfils all recruitment requirements for the Call Centre, ensuring that they remain within budget, base recruitment on workload or vacancies Ensures that the correct and legal recruitment procedures are followed by the call centre. Ensures that HR is involved with making offers. Ensures that initial induction meeting and full training occurs Monitors probation period in conjunction with the Call Centre… Show more Project manage each account to ensure efficiency and effectiveness is balanced Fulfils all recruitment requirements for the Call Centre, ensuring that they remain within budget, base recruitment on workload or vacancies Ensures that the correct and legal recruitment procedures are followed by the call centre. Ensures that HR is involved with making offers. Ensures that initial induction meeting and full training occurs Monitors probation period in conjunction with the Call Centre Supervisors / Team Leaders Ensures housekeeping is kept in order Ensures that the telephones, air-conditioner, pc’s, fax machine and photocopier are in working order and reports faults timeously to Administration Reports of hardware or software faults to the Network Administrator and ensures that the necessary back-ups take place for the server Ensure attendance register is sent to Head Office administration Controls and approves leave applications of Call Centre Supervisors / Team Leaders Hold weekly meetings on Operational issues Issues regular reports to all stake holders Monitors ACD, reporting systems, Voice Logger, internet connections, bandwidth and reports faults to the Network Administrator Manages Call Centre Salaries and submits to HR timeously Conducts the performance appraisal of Call Centre Supervisors / Team Leaders to assess training requirements and performance Monitors non-performance and consults with Human Resources Manager Ensures the standard process for quality monitoring of all staff Reviews workload and prioritizes work on daily basis Monitors quota control Ensures that Call Centre Supervisors / Team Leaders are properly briefed on new projects Ensures Call Centre Supervisors / Team Leaders have good working relationship with Client Services and DDS as well as agents. Ensures that maximum staffing occurs in order to complete work in office which may include Saturday morning or evening shift work Does presentations when necessary Show less Project manage each account to ensure efficiency and effectiveness is balanced Fulfils all recruitment requirements for the Call Centre, ensuring that they remain within budget, base recruitment on workload or vacancies Ensures that the correct and legal recruitment procedures are followed by the call centre. Ensures that HR is involved with making offers. Ensures that initial induction meeting and full training occurs Monitors probation period in conjunction with the Call Centre… Show more Project manage each account to ensure efficiency and effectiveness is balanced Fulfils all recruitment requirements for the Call Centre, ensuring that they remain within budget, base recruitment on workload or vacancies Ensures that the correct and legal recruitment procedures are followed by the call centre. Ensures that HR is involved with making offers. Ensures that initial induction meeting and full training occurs Monitors probation period in conjunction with the Call Centre Supervisors / Team Leaders Ensures housekeeping is kept in order Ensures that the telephones, air-conditioner, pc’s, fax machine and photocopier are in working order and reports faults timeously to Administration Reports of hardware or software faults to the Network Administrator and ensures that the necessary back-ups take place for the server Ensure attendance register is sent to Head Office administration Controls and approves leave applications of Call Centre Supervisors / Team Leaders Hold weekly meetings on Operational issues Issues regular reports to all stake holders Monitors ACD, reporting systems, Voice Logger, internet connections, bandwidth and reports faults to the Network Administrator Manages Call Centre Salaries and submits to HR timeously Conducts the performance appraisal of Call Centre Supervisors / Team Leaders to assess training requirements and performance Monitors non-performance and consults with Human Resources Manager Ensures the standard process for quality monitoring of all staff Reviews workload and prioritizes work on daily basis Monitors quota control Ensures that Call Centre Supervisors / Team Leaders are properly briefed on new projects Ensures Call Centre Supervisors / Team Leaders have good working relationship with Client Services and DDS as well as agents. Ensures that maximum staffing occurs in order to complete work in office which may include Saturday morning or evening shift work Does presentations when necessary Show less
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Evolved Coaching
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Professional Training and Coaching
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Student Relationship Manager
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Jun 2011 - Oct 2012
I handle all the Student Relationships from enquiry onwards. I basically coach coaches :-) I handle all the Student Relationships from enquiry onwards. I basically coach coaches :-)
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Manager
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Dec 2009 - Jun 2011
Managed the Customer Service Call Centre team of consultants Managed the Customer Service Call Centre team of consultants
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The Unlimited World
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India
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Higher Education
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1 - 100 Employee
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Training Manager
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2008 - 2009
Developed Sales Training for Call Centre agents; Train the Trainer, Leadership and Management Development, Workshops to engage culture building throughout the organisation Developed Sales Training for Call Centre agents; Train the Trainer, Leadership and Management Development, Workshops to engage culture building throughout the organisation
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Customer Service Manager
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Oct 2007 - Jun 2008
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Customer Care Manager
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Mar 2007 - Oct 2007
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Virgin Mobile SA
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India
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Hospitals and Health Care
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Customer Service Team Leader
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Sep 2006 - Mar 2007
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Kelly
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South Africa
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Staffing and Recruiting
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300 - 400 Employee
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Key Accounts Manager
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Jul 2005 - Sep 2006
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Sales Manager
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Apr 2005 - Jul 2005
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Project Manager
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Nov 2004 - Mar 2005
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FirstRand Bank Limited
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United Kingdom
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Investment Banking
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1 - 100 Employee
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Various Last title (Sales Team Leader)
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Oct 1999 - Nov 2004
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Education
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2010 - 2011
Evolved Coaching
Evolved Master Coach, NLP, Hypnosis, Time Paradigm Techniques -
1994 - 1998
Topaz Secondary
Matric, Maths, Science, Computer Science and Accounting
Community
