Ramona Naicker

Detail-oriented Junior Payroll Officer with 2+ years of experience in high-volume payroll processing and benefits administration. Adept at handling end-to-end payroll cycles, resolving discrepancies, and maintaining strict compliance with local labor laws and tax regulations (e.g., SARS/PAYE/UIF). Proven ability to streamline data entry processes and provide exceptional employee support.

JUNIOR PAYROLL OFFICER - Talksure - Umhlanga

(2024-09 - 2026-04)

• Processed end-to-end payroll, ensuring accurate and timely salary payments.
• Maintained and updated employee payroll records with high attention to data accuracy and compliance.
• Captured, verified, and managed employee data (new hires, terminations, salary changes, benefits).
• Administered onboarding and offboarding processes, including payroll setup and final payments.
• Calculated salaries, overtime, bonuses, and benefits in line with company policies.
• Managed leave administration and supported Employee Self-Service (ESS) systems.
• Investigated and resolved payroll discrepancies and queries efficiently.
• Verified timesheets and pay-related data, ensuring correct payroll inputs and adjustments.
• Processed sign-on bonuses and other ad hoc payments.
• Generated and maintained payroll reports for audits and statutory compliance.
• Ensured compliance with statutory requirements (UIF, IRP5, tax regulations).
• Assisted employees with payroll-related documentation (UIF, IRP5, salary schedules, certificates of service).
• Maintained audit-ready records and supported internal and external audits.
• Verified employee records and ensured accurate UIF submissions and contribution history.

CUSTOMER SERVICES SPECIALIST - Talksure - Umhlanga

(2023-01 - 2024-08)

• Identified potential mis-selling cases through complaint analysis, call reviews, and client queries.
• Managed and resolved complex client complaints and escalations within agreed SLA timelines.
• Handled disputes involving Multichoice and banking institutions, ensuring effective resolution.
• Responded to high-level client enquiries via telephone and written communication.
• Provided guidance to clients on policies, billing, and payment-related matters.
• Investigated and resolved product and service-related issues efficiently.
• Managed high-priority and escalated queries, ensuring customer satisfaction.
• Delivered support across multiple channels, including social media, live chat, and email.
• Handled external complaints via platforms such as Ombudsman and HelloPeter.
• Ensured all complaints were resolved in line with service level agreements (SLAs).
• Maintained accurate records of interactions and resolutions for compliance and reporting.
• Led, supervised, and developed a team to achieve performance targets and KPIs.
• Set clear team goals, delegated tasks, and ensured deadlines were consistently met.
• Monitored and analyzed team performance metrics, implementing strategies to improve productivity and quality.
• Provided ongoing coaching, mentoring, and counseling, enhancing individual and team performance.
• Motivated and inspired team members to maintain high engagement and service excellence.
• Managed escalations, conflicts, and performance issues, ensuring timely and effective resolution.
• Conducted regular performance reviews and feedback sessions to drive continuous improvement.
• Ensured adherence to company policies, procedures, and service standards.
• Supported team members with real-time query resolution, including handling complex customer interactions.
• Promoted a positive team culture focused on accountability, collaboration, and results.

CUSTOMER SERVICE CONSULTANT - Talksure - Umhlanga

(2018-12 - 2022-12)

• Handled high volumes of customer enquiries across multiple channels (inbound, outbound, email, and SMS).
• Resolved customer queries and complaints efficiently, ensuring first-contact resolution where possible.
• Updated and maintained customer records, including personal details and policy information.
• Provided support across various products, including gap cover, medical insurance, and motor warranty.
• Delivered excellent service by identifying customer needs and providing appropriate solutions.
• Managed policy cancellations and retention efforts, using effective negotiation and objection-handling techniques.
• Contacted clients regarding missed payments, facilitating collections and payment recovery.
• Ensured continuous premium payments by restarting and maintaining policies.
• Identified opportunities to upsell and cross-sell products and services.
• Maintained compliance with company policies, procedures, and service standards.

GAP SALES AGENT - Talksure - Umhlanga

(2014-03 - 2018-11)

• Sales for Gap cover for medical aid clients

TRACKER SALES AGENT - Talksure - Umhlanga

(2013-10 - 2014-02)

• Sales for vehicle tracking units for Tracker

MIWAY LEADS AGENT - Talksure - Umhlanga

(2013-06 - 2013-09)

• Generating Leads

SECRETARY - Bennett Fendt Quantity Surveyors

(2007-11 - 2011-11)

• Managed switchboard operations, directing calls efficiently and professionally.
• Typed and prepared meeting minutes, correspondence, and official documents.
• Performed filing, faxing, and document management, ensuring accurate record storage.
• Coordinated diary management, including scheduling meetings and appointments.
• Supported tender compilation and submission processes, ensuring accuracy and compliance.
• Managed front desk operations, providing professional client-facing support.

RECEPTIONIST / ADMIN CLERK - Maxim's Foods T/A Master bake

(2003-03 - 2007-10)

• Managed switchboard and front desk, delivering professional client-facing service.
• Processed and captured customer orders on route accounting systems with accuracy.
• Printed and distributed invoices, orders, and related documentation.
• Maintained organized filing systems for orders, invoices, and business records.
• Liaised with clients and customers to confirm orders and resolve queries.
• Built and maintained strong customer relationships, enhancing client satisfaction and company reputation.
• Ensured efficient coordination between departments to support order fulfilment and delivery processes.

MATRIC - Belverton Secondary School (2001)

NATIONAL CERTIFICATE: BANKING - Banking - Bank SETA (2016)