Bivash Mahabeer

I am a people driven individual who thrives on positive energy. I have a huge passion for Engagement Management, and since my early days in the Call Centre Industry, I have been drawn to the transformative power of employee engagement and have aspired to specialize in this area. Throughout my career, I have actively contributed to the companies I've been part of by spearheading engagement initiatives and leading significant projects aimed at fostering a motivated and enjoyable work atmosphere.

My unique blend of skills, which includes Graphic Designing, Public Speaking, Performing Arts, and Marketing, has enabled me to craft memorable experiences that resonate with teams and enhance their workplace satisfaction. My leadership approach is centered around structured motivation, ensuring that my team not only shares a vision for success but also achieves it with excellence. Balancing professional aspirations with my role as a single father to two wonderful children, my drive to excel is deeply rooted in my desire to make them proud.

Volunteer - Lotus FM

(2014-01 - 2014-11)

• Assisted with Charity Drives, eg. Warm Hearts Campaign.
• Assisted with Marketing the brand.

Wage Clerk - Ninian & Lester

(2015-01 - 2015-05)

• Calculating accumulated bonuses for factory staff.
• Collating and handling pay slips for workers.
• Calculating Overtime and Public Holiday pay.
• Resolving Pay Queries.

Marketing Assisting & Voice Over Actor - Lotus FM

(2015-06 - 2015-11)

• Collated events for marketing purposes.
• Collected and maintained relationships with business houses for sponsorship purposes.
• Planned and coordinated live outdoor broadcasts.
• Events coordinator for Show Productions.
• Performed as a voice over artist for multiple productions namely, "The Moghuls", "Othello", "Black, White, Brown" & "Marigold Circle – Cruise Patrol."

Radio Jockey - Megazone Bollywood

(2015-11 - 2015-03)

• Produced and presented a spiritual show called Surya Namaskaram from Monday to Friday at 5am-7am.

Customer Relations/Sales Team Leader - CCI South Africa

(2016-08 - 2020-03)

• Managed a team of consultants for Cotton On Customer Service and Office Depot whose purpose was to take orders, track status and resolve queries with customers.
• Managed Cross Selling and Upselling within the same teams.
• Ensured that admin tasks were completed to ensure an improvement in performance and targets being met.
• In charge of engagement and graphic tasks within the campaign.
• Ensured all Team Leader tasks, such as completing the register, assisting with queries, taking manager calls, coaching and developing, upskilling and calibrations.
• Liaising with Clients from UK and Australia daily to have tasks completed and stats updated.
• Utilizing software, databases, scripts and tools appropriately to understand and strive to exceed consistent customer service.
• Taking part in training and other learning opportunities to expand knowledge of company and positions.
• Ensuring adherence to all company policies, procedures and compliance.

Customer Relations Team Leader - ISON XPERIENCES

(2020-03 - 2020-12)

• Managed a Team of consultants for MultiChoice Customer Services (DSTV) to ensure good customer relations.
• Managing daily tasks and activities for the team to complete.
• Motivated the team to achieve organizational goals.
• Delegated tasks to team members.
• Empowering team members with skills to improve their confidence, product knowledge and communication skills.
• Conducted quarterly performance reviews.
• Contributed to the growth of the company through trial based campaigns.
• Created a pleasant working environment.

Customer Relations Team Leader - BESPOKE INTERNATIONAL GROUP

(2021-10 - 2023-07)

• Managed the operation and admin of consultants.
• Ensured attendance and payroll correlation.
• Lead and motivate the team to ensure good performance.
• Manage performance by coaching and development.
• Manage conflict within teams.
• Initiate ideas and implement plans to grow.
• Care for health, safety and welfare of staff.
• Create and follow an operating rhythm to ensure all required tasks are completed.
• Ensure engagement for the team to create a happy working space that drives and motivates towards performance.
• Help consultants set goals and implement plans toward it.
• Liaise with clients to improve operations, training, quality and development.
• Manage Billables within in relation to productivity.
• Played a Role in the Engagement Committee.
• Assisted the Engagement Team with Project Management and Theme Days.
• Find gaps, trends and weaknesses to provide resolutions.
• Report on performance, behaviors and updates.

Customer Relations Team Leader (1800Flowers & H&D) - NUTUN CX

(2023-09)

• Effectively maintained a team to ensure resolutions are provided for queries relating to the campaign.
• Managed attrition and attendance to ensure billable requirements are achieved.
• Coached and developed agents to provide learning and development.
• Liaised with Clients daily to ensure a sustainable partnering relation with the business.
• Ensured that Stats were collated and shared with the team.
• Assisted OMs with DBRs, WBRs and MBRs consistently.
• Assisted with presentations and spreadsheets for the benefit of the campaign.
• Drove performance throughout the period.
• Assisted in resolving client escalations.

Risk & Compliance Officer - NUTUN CX

(2024-05 - 2024-11)

• Ensuring the business is compliance with standards set for safety of customers, clients and the business.
• Completing PCI and GDPR audits for all campaigns.
• Complete training modules for all role levels on compliance.
• Formulate structural reporting on levels of various campaigns status on a daily, weekly, monthly and quarterly basis.
• Auditing the level of learning, development and coaching in operations.
• Policing floor compliance and risks.

Matric - Hoërskool Piet Potgieter (2012)