2. 5
Private & Confidential – Curriculum Vitae
Personal Details:
First Name: Stephanie
Surname: Naidoo
Identity Number: 880318 0228 081
Date of Birth: 18/03/1988
Residential Address: Unit 11, 299 Main Avenue
Ferndale,
Randburg
2194
Contact Number: 073 028 1438
Email Address: Stephanie.naidoo@sasol.com
Naidoo1308@gmail.com
Nationality: South African
Driver’s License: Yes – Code 8 (Own vehicle)
Gender: Female
Marital Status: Married
Dependants: None
Criminal Offences: None
Health: Excellent
Language: English
3. 5
Private & Confidential – Curriculum Vitae
Educational History:
Secondary Education:
Completed Schooling at Wingen Heights Secondary School in Shallcross with the highest grade passed being Grade 12
with Exemption.
Subjects:
English
Afrikaans
Mathematics
Accounting
Biology
Physical Science
Tertiary Education:
Business Management:
I was enrolled at UNISA, studying towards a BCompt Account degree. Due to work constraints, I had stopped and never
gone back. Working for various different divisions, I have come to realize that I am a more peoples person and want to
work in customer relations and will be enrolling for courses in that field.
Subjects:
Completed Commercial Law 1 & 2
Business Management 1
Economics 1
INM 1 & 2
Accounting 1 & 2
4. 5
Private & Confidential – Curriculum Vitae
Employment History:
1. Company Name: Sasol Oil
Position Held: Agent
Time Period: April 2012 – Current
Accountabilities:
Team Management, Administrative and People Management
• 2nd
in charge of my team,
• Responsible for time management on calls monitoring the team and myself to ensure we effectively
deal with issues while still receiving high call volumes to ensure all queries are dealt with and
logged.
• Strategy management – Ensuring we, as a team are managing the strategy utilized to ensure high
productivity levels in the office from an administrative level to a statistical level.
• KPI and KPA performance handling per Resource – Assisting my team leader with the quarterly
performance reviews as part of my development,
• Goal achievement per Resource underpinned by team goals
• Aligning business goals with team goals to achieve high output utilizing minimum financial resources
Problem Management
• Identify and alert contractors and business to problems experienced in the field, manage the
problems by managing the contractors and keeping all parties involved and up to speed with
developments to reduce downtime at sites,
• Follow strategy for problem resolution in association with other support teams, contractors,
vendors and customers.
• Find, provide solution, get approval and resolve the problem to restore production to the sites.
Relationship Management/Vendor Management
• Create and sustain relationships with all stakeholders,
• Manage these relations to increase productivity for my environment
• Ensure relationships that are useful to my environment are kept strong and intact to ensure open
communication and access to information otherwise not accessible
• Report on non-compliance from other contractors/vendors to Contact Centre Management to
ensure the team approach to management of the business is prioritized while keeping said
relationships intact
• Using relationships to gain access and knowledge of any changes in the business not privy to my
environment
Incident Management
• Understand deliverables
• Build strategy around deliverables to achieve KPI’s and KPA’s of the team and the individual
resources
• Strategy implementation,
• Clear and concise communications to the team to ensure all members understand the deliverables
and to ensure a team effort in achieving said deliverables to business
• Attend weekly meeting to ensure all members are thinking and working towards the goals of the
business and to ensure we maintain the service levels required to achieve the goals of the business
• Identifying problems and changes
• Achieving deliverables to convert CTC into a profit Centre for a long term sustainability
• Communications to client for problems experienced that effect the day to day running of the
business
• To ensure strong knowledge transfer amongst team members
• To build a long line of succession to drive business goals
5. 5
Private & Confidential – Curriculum Vitae
Reporting and Analytics
• Reports upon request for team leader and the contact centre manager when requested
• Using the various reporting structures implemented, the ability to manage the business is easier,
easily accessed and available to all
• Business impact analysis for issues related to system problems
Achievements:
2nd
in charge to the Health and Safety representative,
Cultural ambassador for the contact centre to the business,
Events co-ordinator for the contact centre,
Multiple Agent of the Month award winner
2. Company Name: Discovery Health
Position Held: Administrator
Time Period: March 2011 – March 2012
Accountabilities:
• Pre-assessment of in hospital quotations
• Ensure legal announcements were correct due to the legally binding nature of the documents
• Ensured quality management of my work was correct and precise to ensure no comebacks were
experienced thus leading to financial loss for the company
• Key Care Division:
• Approve and/or decline medical procedures based on the nature of the referral,
• Investigate each and every case in a non-biased manner to ensure both the company
and client were getting the benefits needed from the relationship between client and
service provider
• Worked closely with the forensics and pre-authorizations teams to ensure my quality,
work ethic and overall job performance was on par with company standards.
Achievements:
Innovation Hub member
Facilitation and training skills developed to be used throughout the organizations
Presentation of training to skilled and unskilled audiences
Developed my skills in customer relations, customer complaints and customer care which are being utilized
at work and daily life
3. Company Name: Discovery Health
Position Held: Services Consultant
Time Period: September 2009 to March 2011
Accountabilities:
• Fulfilled the role of an Inbound Service Centre Consultant handling queries related to medical aid claims
• Due to the sensitive nature of the calls, my ability to handle issues, problems and unhappy clients paid
off and I enjoyed a high level of praise from the clients I dealt with
6. 5
Private & Confidential – Curriculum Vitae
• I excelled at my job outperforming the Average Handling time of call centre but still achieving high
levels of quality and customer satisfaction which was regularly recognised by management
• Due to my high levels of work ethic, dedication and overall high performance and service levels I was
promoted after 9 months to the CHO department were specialization in handling Chronic, Oncology and
HIV claims
Achievements:
High performance awards,
Customer satisfaction awards,
Promotion to a specialized department 9 months after joining the company
4. Company Name: SoilCo Materials
Position Held: Data Capturer and Receptionist
Time Period: March 2007 to August 2009
Accountabilities:
• Fulfilled the role of a data capturer recording results of field tests at the King Shaka International Airport
during its construction
• Performed personal assistant duties at the site office ensuring meetings were arranged, clients were
seen to upon entering the site office, managing relationships vital to the operation on site
• Liaised with IT and head office to ensure the site Office was fully stocked and equipped to perform its
function
Skills Sets:
System
Microsoft Office
SAP
Powerpoint
Excel
Suites
CRM
Interpersonal Skills
Managing client relationships
ECC
Outlook
Word
IT Related Skill Sets:
Other Learned Skills
Reporting Analytics
Workflow strategy creation and impementation
Business Process creation and implementation
Budgeting
Accounting
Accounts Management
Relationship creation beneficial to environment
