Revieka Dharamraj

I optimize customer experiences and drive operational excellence with 12 years in customer service management. My background includes enhancing customer satisfaction at leading companies in industries like automation and telecommunications. I leverage my Post-Graduate Diploma in Business Management and a National Diploma in Electrical Engineering to implement strategic initiatives that yield measurable results.

With a focus on cross-functional leadership and continuous process improvement, I develop high-functioning teams that enhance brand loyalty. My expertise spans quality assurance, performance management, and technical support, equipping me to tackle challenges effectively. If you need a customer experience expert who can elevate your operations and improve client satisfaction, let's discuss how I can be an asset to your project.

Customer Experience Manager at SICK Automation Southern Africa (PTY) LTD (2022-05 – 2024-05)

Lead and direct team members to ensure efficient operations and achievement of targets. Develop, oversee, and maintain customer service activities to enhance organization performance. Manage overall performance of the customer services team and ensure effective communication with other departments. Implement strategies to maximize profitability and growth aligned with organizational plans.

• Lead and direct team members to ensure efficient operations and achievement of targets and manage expenses within budgetary controls and cooperate with all stakeholders
• Develop, oversee, and maintain customer service activities to enhance organization performance
• Manage overall performance of the customer services team and ensure effective communication with other departments
• Implement strategies to maximize profitability and growth aligned with organizational plans
• Utilize CRM systems for receiving, analyzing, and resolving customer issues in accordance with established standards
• Develop and execute customer service plans to achieve satisfaction targets
• Support other departments with customer service and related matters
• Recruit, train, set objectives, appraise, and manage team performance to meet goals
• Provide monthly reports and develop strategies to achieve agreed targets
• Lead by example in commitment, customer service knowledge, work ethics, and personal integrity
• Ensure accurate maintenance of customer service records and adherence to organizational policies
• Manage expenses within budgetary controls and cooperate with all stakeholders

Contracts Controller / Technical Back-Office Support at SICK Automation Southern Africa (PTY) LTD (2016-07 – 2022-06)

Ensure contracts and proposals are accurately entered and securely maintained in organizational databases. Develop standards for contracts including budget presentation, payment terms, and general provisions. Conduct research to support proposal and contract development. Facilitate contract strategy meetings to address client issues and pricing discussions.

• Ensure contracts and proposals are accurately entered and securely maintained in organizational databases
• Develop standards for contracts, including budget presentation, payment terms, and general provisions
• Conduct clinical, administrative, and operational research to support proposal and contract development
• Facilitate contract strategy meetings to address client issues, pricing discussions, and obtain senior management input on timelines and deliverables
• Provide post-sales support by addressing product issues, coordinating repairs, and communicating with management
• Act as primary organizational contact during contract negotiations
• Develop and execute negotiation strategies to minimize losses and enhance financial performance
• Maintain deadlines, communicate regularly with business partners and customers
• Configure SICK Analyzers based on customer data sheets for quotations, tenders, and proposals
• Ensure compliance with Service Level Agreements (SLAs) and manage job closures
• Liaise with customers regarding outstanding invoices and adherence to Letter of Credits
• Coordinate inspection and certification for goods delivered to Africa countries like Nigeria, ensuring receipt of SONCAP and product certificates
• Develop sales territories, establish customer relationships, and conduct site visits to ensure product functionality
• Engage potential customers, provide leadership to sales teams, and discuss new product offerings
• Evaluate production costs, review alternatives, and recommend improvements
• Monitor job stages to control costs and identify cost reduction opportunities through analysis

Technical Sales Support Professional at Siemens PTY (LTD) (2013-08 – 2016-07)

Maintain high level of proficiency in product knowledge and applications. Clearly articulate product positioning to customers. Produce detailed and accurate quotations. Negotiate and meet deadlines for quotation submissions. Cultivate relationships with customers and prospects.

• Maintain a high level of proficiency in product knowledge and applications, utilizing the Siemens P.I.A Selector tool to configure quotations on SAP
• Clearly articulate product positioning to customers, including viable alternatives to competitors' offerings
• Produce detailed and accurate quotations for customers
• Negotiate and meet deadlines for quotation submissions
• Cultivate relationships with customers and prospects to thoroughly grasp their needs
• Gather customer feedback on quotations through effective communication
• Provided guidance counseling for students in the context of career choices and international opportunities

National Diploma in Electrical Engineering - Light Current – Durban University of Technology (2008-01 – 2013-12)

Advanced Diploma in Business Management – MANCOSA (Management College of South Africa) (2021-01 – 2023-10)

Post Graduate Diploma in Business Management – MANCOSA (Management College of South Africa) (2023-01 – 2024-06)