Gadeejah Abrahams
Cape Town
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Booking, Recruitment, and Training Consultant
ICG Medical
08.2022 - 09.2023
- Primary focus of roles involved working with children with learning disabilities, autism, challenging behavior, and related needs.
- Networked and built relationships with potential candidates and industry professionals to identify potential candidates, stay informed about industry trends and gain insight into skills and qualifications in demand.
- Consistently achieved Key Performance Indicators (KPIs) with focus on referrals, maintaining weekly averages of over 500 booked hours.
- Supported productivity increase and business growth through new hire training and mentoring.
- Ensuring optimal standards of care in alignment with City Council Laws and Company standards, catering to diverse client needs
- Conducted background checks, reference checks and other pre-employment screenings, identifying candidates to meet hiring criteria.
- Service delivery, client satisfaction
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness for client satisfaction.
- Conducted Month-to-Date (MTD) meetings to address client expectations and ensure compliance with requirements. Administered essential tasks through email trails, Rota schedules, and shift allocations to uphold operational efficiency.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs and implementing training.
Medical Recruiter, Account Manager and Trainer
247 Lifeline
03.2021 - 08.2022
- Performed reference checks, background screenings, and pre-employment verifications to validate information on applicants' resumes and ensure compliance within the Health and Medical Industry.
- Effectively managing client portfolios to meet and exceed their needs and expectations.
- Provided mentorship to new hires, contributing to enhanced staff development and increased productivity, consistently mentoring a cohort of four candidates simultaneously..
- Contributed to learning and development initiatives, focusing on documentary checks, compliance protocols, UK culture, and meeting the needs and expectations of the organization.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Thrived in both self-directed and management work environments, overseeing day-to-day operations and making strategic decisions for the team and department.
- Proficient in Excel, including training, and adept at shift plotting.
- Ensured the relevance of qualifications by training staff on essential checks, including DBS certificates, right to work, training certifications, and the specific requirements for job roles and applications, including HMRC forms.
Debt Collection Team Leader
Sigma Connected/SIGMA SA
09.2021 - 03.2022
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed and resolved team escalations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Conducted training sessions for agents on effectively utilizing the company's systems.
- Managed Dialer Duty for Campaigns.
- Created and maintained tracking spreadsheets for process monitoring and reporting, in addition to facilitating monthly meetings and recording minutes.
Technical Support Representative
Sigma Connected/SIGMA SA
10.2020 - 09.2021
- Assisted clients in setting up SMART meters.
- Compiling Reports
- Documented technical-support as well as interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Successfully promoted and upsold various features and services to clients, showcasing comprehensive knowledge of company's offerings.
Customer Service Representative - Collections
DBC International
12.2019 - 10.2020
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Oversaw discounts, third party, debt set off and collection agency accounts.
- Recommended debt structures by analyzing refinancing options and identifying opportunities for cost savings.
- Handled administration of debt service.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
Manager, Permissions Desk & Administration
Tigra Services (PTY) LTD
11.2018 - 07.2019
- Managed order reception and conducted stock take.
- Compiled and generated daily/monthly reports for review, facilitating the implementation of strategies to ensure effective and streamlined business practices.
- Basic HR.
- Led and motivated employees to enhance productivity and engagement, while also overseeing basic HR duties.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Maximized performance by monitoring daily activities and mentoring team members.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed senior-level personnel working in marketing and sales capacities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Lead Generation Specialist
Hoot Call (Mango5 Call Centre)
08.2016 - 10.2018
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Provided information about available products and services, membership details, and purchase advantages.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Implemented upselling techniques to increase revenue and move product.
Customer Service Representative
Best Products
05.2016 - 08.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Trained staff on operating procedures and company services.
Sales Representative
Tracker (Mango5 Call Centre)
02.2016 - 05.2016
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Spoke to customers in native language to increase loyalty and establish relationships.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Increased sales and customer satisfaction through personalized servicing.
- Used customer insights to develop innovative sales strategies to increase sales.
Customer Service Representative - Billing
Teleperformance SA-Vodafone UK
02.2015 - 12.2015
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer calls and emails to answer questions about products and services.
- Handled account payments and provided information regarding outstanding balances.
Call Center Representative
Mr. Delivery National Call Centre
11.2014 - 01.2015
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Conducted outbound calls to clients for scheduling and delivering FNB Cards.
- Conducted follow-ups with clients to ensure card receipt and maintained positive client relations.
- Provided client assistance in tracking with consistent communication between clients and drivers to ensure optimal efficiency.
Call Centre Representative
Anthony Richards & Associates
01.2014 - 06.2014
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Documented customer payment interactions and account statuses for future reference.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Worked with customer to create debt repayment plan based on current financial condition.
- Maintained accurate records of customer accounts, payments and payment plans.
Guest Services Receptionist
Bontebok National Park
06.2013 - 11.2013
- Conducted daily office and administrative tasks to ensure smooth and efficient operations.
- Managed quotations, compiled and processed orders efficiently.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Conducted stocktaking and facilitated ordering of new supplies.
- Handled reservations, confirmed bookings through telephone and email, and ensured room readiness for guest check-in.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
Certificate in Small Accommodation Establishment O - Tourism
SA College For Tourism
South Africa 01.2012 - 12.2012
Skills
Team Leadership & Development
undefinedSecondary Education
Spine Road Secondary School, 12, 2011, English (First Language), Afrikaans (Additional Language), Mathematical Literacy, Tourism, Life Sciences, Business Studies, Life Orientation
Home No
0213968204
Personal Information
- ID Number: 9210150143085
- Gender: Female
References
- Justin Davel, ICG Medical, 061 481 1222
- Shearnique Hofstander, 247 lifeline, 078 042 3250
- Merlana Thebus, Sigma Connect, 078 937 3559
- Shina Lee Karstens, Sigma Connect, 0662256397
- Adam Ederies, DBC International, 078 488 9326
- Natheer Adams, HootCall, 065 265 2052
- Tashlyn Hass, Tigra, 068 042 4598
- Abduraghmaan Elmie, Mr. Delivery National Call Centre, 073 066 7893
- Astrid Krieger, Teleperformance, 079 512 329
- Anthony Richards and Associates (ARA), 078 148 3230
- Marcelle Van Wyk, Bontebok National Park, 083 319 3440
- Rushaan Parker, Edgars, 072 1291416
- SA College of Tourism, 049 892 2244
- Donovan Roberts, Best Products, 071 340 2390
Timeline
Booking, Recruitment, and Training Consultant
ICG Medical
08.2022 - 09.2023
Debt Collection Team Leader
Sigma Connected/SIGMA SA
09.2021 - 03.2022
Medical Recruiter, Account Manager and Trainer
247 Lifeline
03.2021 - 08.2022
Technical Support Representative
Sigma Connected/SIGMA SA
10.2020 - 09.2021
Customer Service Representative - Collections
DBC International
12.2019 - 10.2020
Manager, Permissions Desk & Administration
Tigra Services (PTY) LTD
11.2018 - 07.2019
Lead Generation Specialist
Hoot Call (Mango5 Call Centre)
08.2016 - 10.2018
Customer Service Representative
Best Products
05.2016 - 08.2016
Sales Representative
Tracker (Mango5 Call Centre)
02.2016 - 05.2016
Customer Service Representative - Billing
Teleperformance SA-Vodafone UK
02.2015 - 12.2015
Call Center Representative
Mr. Delivery National Call Centre
11.2014 - 01.2015
Call Centre Representative
Anthony Richards & Associates
01.2014 - 06.2014
Guest Services Receptionist
Bontebok National Park
06.2013 - 11.2013
Certificate in Small Accommodation Establishment O - Tourism
SA College For Tourism
01.2012 - 12.2012
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