Megan Naidoo is a Business Improvement Analyst with 10 years of experience in contact centers. She holds a Diploma in Contact Centre Management and has held roles including Call Centre Consultant, Supervisor, Quality Assurance, and Senior Manager. Currently employed at JD Financial Services, her skills include strategy, performance management, leadership, and communication. She is passionate about contact center excellence and seeks a role where she can contribute to growth.

1. Resume of Megan Naidoo
Phone: 010-2111347 0721046165│
E-mail: megan10.n@gmail.com │megann@jdg.co.za
Objective:
Energetic and Passionate Contact Centre Specialist with expertise in Contact Centre
Strategy and Execution through education, and experience, seeks a similar role to
produce immediate growth contribution to a rewarding company.
Summary:
I am currently employed at JD Financial Services as a Business Improvement Analyst. I
have a Diploma in Contact Centre Management together with 10 Years’ experience in the
Contact Centre Industry. I’ve held various roles such as Call Centre Consultant/Call
Centre Supervisor/Quality Assurance/Senior Manager/Dialer Analyst. During my 10
years in the industry I have gained critical knowledge and exposure in the various roles
in the Contact Centre that has helped me understand the industry and its demands and
execute at a strategic level. My passion for Contact Centre Excellence would be a perfect
fit to any organization that seeks to develop and enhance their Contact Centre and place
it at the forefront of the Contact Centre Industry.
I would bring to your department a broad range of skills, including:
- Human Relations
- Performance Management
- Talent Management
- Leadership
- Strategy Design and Implementation
- Effective Communication
- Emotional Maturity
- Resilience
- Business Acumen
Education:
Secondary Education : Northmead Secondary

2. Highest Standard Passed: Grade 12 (Matric)
Pass Attained: Matric Exemption
Completed Study Programs: Diploma In Contact Centre Management
Duration Completed: 2009 - 2011
This course has been designed for the goal of developing and equipping Contact Centre
managers to ensure best business practice is conducted within the Contact Centre
environment.
College: Damelin Correspondence
Student Number: 34011021402
Subjects:
• Contact Centre Operations Management 1
• Contact Centre Service Management 1
• Contact Centre People Management
• Contact Centre Operations Management 2
• Contact Centre Service Management 2
• Contact Centre Operations Management (Commercial Environment)
Completed Study Programs: Basic Management Development Programme
BMDP is an in-house programme offered by JD Group with the aim of developing the skills
of selected leaders within the organization. Highlighted subjects include:
• Leadership Brands
• Leading Others
• Decision Making
• Business Acumen
• Customer Centricity
• Staff Scheduling
• Personal Resilience
In-house training Programmes Completed:
• Recruitment Skills
• Coaching for Competence
• Managing the Disciplinary Hearing
• Proski Adkar Change Management Process
• Patterson Job Evaluation/Grading Methodology
• Art of Service
• SAS
• OHASA

3. Professional Experience:
JD Group Financial Services (March 2009 - Present)
Business Improvement Analyst (October 2014 - Present)
• Review the current Contact Centre Strategy and provide input into new strategies.
• Design and Implement new business improvement ideas and methodologies that
align to best business practice.
• Analyse and collate business intelligence to make informed decisions.
• Execution of Contact Centre Strategy.
• Design and Implement Staffing models across multiple campaigns in the contact
centre.
• Design and Implement Contact Centre Costing Models.
• Design and Implement the ‘Best time to call’ strategy.
• Compile Daily/Monthly Dashboards for Contact Centre Users.
• Review Contact Centre Technology.
• Upskill and Develop Contact Centre Users on new and existing technology.
Senior Manager: Sales & Marketing Contact Centre (January 2012 – October 2014)
• To effectively manage the outbound sales contact centre in line with policies,
processes and procedures which enable the achievement of business objectives.
• Provide input into the design of best practice sales campaigns, processes and
procedures within the sales contact center environment
• Implement operational execution of the sales strategies and or campaigns
,processes and procedures within the sales contact center environment
• Measure performance and execution of sales campaigns, processes and procedures
within the sales contact center environment
• Manage expenses within budget
• Implement compliance with all internal policies, processes and procedures as well as
applicable, laws, regulations and codes of conduct
• Enable Customer Centricity
• Team human resources management
Supervisor: Sales & Marketing Contact Centre
• To enhance and develop the sales portfolio for JDG Financial services.
• Manage and Control P&L Statements
• To manage a team of sales consultants.
• Build a sales department consisting of People, Processes and Systems.
• Build action plans for the department and ensure effective execution.
• To recruit and train staff on sales processes.
• Monitor daily functioning of the department.
• To report on the overall sales performance for JDG financial services prospecting.
• Drive and execute all new marketing campaigns through the contact centre.
• Ensure consistent performance management in the department.
• Train and develop 2 ic’s as potential leaders in the organization

4. Supervisor: Collections Contact Centre (March 2009 – October 2014)
• Effectively supervise Collections Consultants as a team towards the achievement of
collection targets as set against the overall provisions strategy and as measured on
a regular basis.
• Monitoring the activity of Collections Consultants with regards to obtaining promise-
to-pay (PTP) from delinquent consumers.
• Providing guidance on the appropriate escalation process to be taken on Special
Circumstance Indicators (SCI).
• Working with the Collections Manager, to formulate action plans based on the
analysis and ensure the implementation of the process.
• Making sure that Consumer complaints are assessed and correctly resolved within
the stipulated timeframes.
• Providing regular knowledge updates and refresher training courses to all Collection
Consultants.
• Handling difficult/demanding consumer queries and issues
• Coach and manage Collection Consultants in achieving collection targets and quality
assurance standards.
Reference: Venessa Chetty (Contact Centre Executive) 010 211 0000/0826868898
Reference: Ziyaad Davids (General Manager) 010 211 1483/0833071430
Reference: Charl Van Rhyn (Head of Department) 010 211 0000/0823784006
Blake International Contact Centre (May 2007 - March 2009)
Dialer Analyst
• To assist in the operation of the company’s dialer, ensuring maximum efficiency is
delivered while adhering to external guidelines. To provide accurate and relevant
information to aid the account management team and call centre managers in their
reporting and development of client relationships.
• Responsible for the creation and loading of data into dialer campaigns.
• Responsible for the creation and execution of the dialing strategy.
• Compilation of dialer management information and setting action plans based on
outcomes.
• CRM and soft phone maintenance.
• Provide Operations with Daily Management Information and Business Intelligence.
• Responsible for logging faults with 3rd Party Support (British Telecom, Central
Telecom and Interactive Solutions)
• Responsible for line reporting to Telkom and British Telecom
• Assisting in creating new campaigns, Broker set ups
• Maintaining the Presence Dialer
• Creating and Maintaining Presence Scripting
• Testing and Reporting on the Presence Dialer
Quality Assurance Assessor
• Call Monitoring and Assessment of consultant call recordings.
• Coaching and Training of Staff.

5. • Support Operations with Business Goals.
• Formulate and execute on Action Plan.
• Conduct One on One session with poor performers.
• Document and record all Non-Compliance related issues.
• Calibration With Service Excellence Team And Team Leaders
• Reporting and Updating Management information.
• Conducting Analysis and providing Feedback to line managers.
• Attend Team Meetings and Training Sessions
• Attend Team Meetings to Provide Feedback on Quality Standards
Reference: Douglas Harrison (Dialer Manager) 031-538 4067
Reference: Diane Puckree (Human Resource) 031-538 1000
Bizworks Contact Centre and BPO Solutions (May 2005 - May 2007)
Quality Assurance Assessor
• Coaching Of Staff
• Call monitoring and ensuring compliance is met
• Creating And Monitoring Agents Reports On Performance
• Setting Up Calibration Sessions For The Team
• Reporting
• Analysis And Feedback
Contact Centre Consultant
• During my time as a Consultant, I was responsible for the telesales of various
products in the United Kingdom and Australian market. I’ve achieved Top
performance status in which I was then promoted to head up all New/Pilot
campaigns.
• Campaign: One-Tel (UK Telecommunications Provider)
• Campaign: Adept Telecom (UK Corporate Telecommunications Provider)
• Campaign: 3G (UK Mobile Service Provider)
• Campaign: Cell phones Direct (UK Trader Of Mobile Subscriptions)
• Campaign: Home call (UK Service Provider Of Broadband And Telecoms)
• Campaign: Budget Telecom (Australian Telecommunications Provider)
• Campaign: Smarty host (Australian Internet Service Provider)
• Campaign: Bright view (UK Internet Service Provider)
• Campaign: E-Valuations (Sa Enhanced Appraisal Solutions)
Reference: Leon Seerparsad (Floor Manager)
031-3281072
Reference: Alvin Pillay (Human Resource Manager)
031-3281000

6. • Support Operations with Business Goals.
• Formulate and execute on Action Plan.
• Conduct One on One session with poor performers.
• Document and record all Non-Compliance related issues.
• Calibration With Service Excellence Team And Team Leaders
• Reporting and Updating Management information.
• Conducting Analysis and providing Feedback to line managers.
• Attend Team Meetings and Training Sessions
• Attend Team Meetings to Provide Feedback on Quality Standards
Reference: Douglas Harrison (Dialer Manager) 031-538 4067
Reference: Diane Puckree (Human Resource) 031-538 1000
Bizworks Contact Centre and BPO Solutions (May 2005 - May 2007)
Quality Assurance Assessor
• Coaching Of Staff
• Call monitoring and ensuring compliance is met
• Creating And Monitoring Agents Reports On Performance
• Setting Up Calibration Sessions For The Team
• Reporting
• Analysis And Feedback
Contact Centre Consultant
• During my time as a Consultant, I was responsible for the telesales of various
products in the United Kingdom and Australian market. I’ve achieved Top
performance status in which I was then promoted to head up all New/Pilot
campaigns.
• Campaign: One-Tel (UK Telecommunications Provider)
• Campaign: Adept Telecom (UK Corporate Telecommunications Provider)
• Campaign: 3G (UK Mobile Service Provider)
• Campaign: Cell phones Direct (UK Trader Of Mobile Subscriptions)
• Campaign: Home call (UK Service Provider Of Broadband And Telecoms)
• Campaign: Budget Telecom (Australian Telecommunications Provider)
• Campaign: Smarty host (Australian Internet Service Provider)
• Campaign: Bright view (UK Internet Service Provider)
• Campaign: E-Valuations (Sa Enhanced Appraisal Solutions)
Reference: Leon Seerparsad (Floor Manager)
031-3281072
Reference: Alvin Pillay (Human Resource Manager)
031-3281000