Akani Pudyane
Extensive experience in Coaching Skills
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About
I have 10 years' experience in Afrocentric Health in customer service through Inbound Call Centre and Back Office environment in the short -term insurance industry and Medical Health Industry comprising of interchanged roles.
I have been a team coach from 2014 until December 2015 in the Chronic Medicine Management Inbound Call Centre in the Bonitas Medical Aid.
In 2015 December until 2018 February I was Business Coach providing training to new employees, facilitate weekly workshops, provide coaching for assessed Inbound Calls and assessed email queries for agents in the Inbound Call Centre /Back Office and manage agent error trends through groups workshops.
In 2018 March I took up the role for Back Office Team Leader in the POLMED Medical Aid with 10 agents reporting to me.
Duties includes Managing the team monthly performance, QA email queries, provide grow coaching where necessary, workshop with the team members and assist on escalated queries.
In 2020 April I took up the role for Inbound Call Centre Team Leader in the POLMED Medical Aid with 13 agents to date
Duties includes Managing the team monthly performance, QA Inbound calls, provide grow coaching where necessary, workshop with the team members and assist on escalated queries.
Experience
I have Inbound Call Centre/ Back Office Agent experience.
Team Coach role experience - through supporting agents on the floor and facilitating training/workshops.
Business Coach role experience - through training, coaching and facilitating workshops.
Team Leader - managing a team of 13 agents.
Education
Matriculated in 2001
Incomplete Diploma in Management Cost Accounting 2002
Completed Bank SETA Learnership 2004
Completed In House Training for train the trainer through Medscheme.
Completed ISO inhouse training through Medscheme.
Completed In house Team Leader Management course through Medscheme.
