Kershen Naidoo
Granada
Summary
Accomplished professional with expertise in business strategy, negotiation, and strategic implementation management. Demonstrates strong problem-solving and analytical thinking skills, complemented by proficiency in report writing, contract management, and performance management. Adept at project and crisis management, with a proven track record in communication and customer service excellence. Skilled in inventory control and computer literacy across various platforms including MS Office Suite, Microsoft CRM, Dynamics, Sage, Odyssey POS, and SAP. Committed to leveraging strong adaptability and customer relationship management software knowledge to drive organisational success.
Overview
14
14
years of professional experience
2016
2016
years of post-secondary education
Work history
Store General Assistant
Papeleria Papiro
Granada, Granada
06.2023 - 01.2026
- Assisting store owner with daily operations and maintenance of store, with responsibilities including:
- Managing stock control including ordering and pricing to optimize inventory levels
- Preparing and analysing weekly profit and loss reports
- Providing administrative and store management support to ensure smooth operations
- Proposing innovative strategies to expand and drive growth
RMA/RTV Team Leader
Axiz
01.2018 - 01.2023
- Due to my strong track record of performance, I was entrusted with the management of an additional department, Return to Vendor (RTV), while continuing to oversee both the Customer Service and RTV teams. In this role, I led a team of eight, ensuring operational efficiency across both functions. My contributions were recognized with multiple Employee of the Month awards. My key responsibilities included:
- Oversaw customer service operations effectively managing inquiries and ensuring customer satisfaction
- Issued credit notes and verified stock returns from major retailers to ensure accuracy and compliance
- Managed major product recalls and coordinated logistics with courier companies to ensure efficient handling and resolution
- Oversaw inventory management stock control and vendor returns across all international sites
- Proficiency with Microsoft CRM, Microsoft Dynamics, Sage and SAP
- Led return-to-vendor operations and provided weekly reports to management
- Coordinated purchasing, warehousing, and logistics functions
- Team management by ensuring everyone understands their roles, responsibilities, and the team's goals.
- Developed and presented comprehensive reports to senior management, identifying key areas for improvement in business strategies.
- (Leading IT Solutions Provider in Africa)
Team leader of Customer service
Axiz
01.2014 - 01.2017
- Due to excellent work management and leadership qualities, I advanced to the position of team leader of the customer service department responsible for managing a team of 5 individuals
- Team KPI management
- Customer service operations management
- Credit notes generation and stock validation
Customer service administrator
Axiz
01.2012 - 01.2014
- I began my tenure as a Administrator in the Customer Service department, where my responsibilities included:
- Managed customer service operations and handled customer inquiries
- Generated credit notes and validated stock from major retailers
- Managed challenging situations with tact and diplomacy, maintaining positive relations.
- Maintained customer database, ensuring accuracy and confidentiality.
Education
Management Development Program, NQF Level 4 - Business Management
Destiny Village
PretoriaManagement Development Program, NQF Level 5 - undefined
Destiny Village
Management Development Program, NQF Level 6 - undefined
Destiny Village
Skills
- Business Strategy & Negotiation
- Problem-Solving & Analytical Thinking
- Strategic & Implementation Management
- Report Writing & Contract Management
- Performance & Staff Management
- Project & Crisis Management
- Communication & Customer Service
- Inventory & Stock Control
- Computer Literacy (MS Word, MS Excel, MS PowerPoint, Microsoft CRM, Microsoft Dynamics, Sage, Odyssey POS, SAP)
- Strong adaptability
- Customer relationship management software
Languages
English (native speaker)
Afrikaans (Fluent)
Spanish (proficiency level B1 – further proficiency enhancement through formal academy program)
References
Available upon request.
Professional attributes
- Strong leadership and management abilities
- Exceptional problem-solving and analytical skills
- Highly adaptable and quick learner
- Excellent communication and negotiation skills
- Ability to manage crisis situations effectively
Custom
Full clean driving license
Timeline
Store General Assistant
Papeleria Papiro
06.2023 - 01.2026
RMA/RTV Team Leader
Axiz
01.2018 - 01.2023
Team leader of Customer service
Axiz
01.2014 - 01.2017
Customer service administrator
Axiz
01.2012 - 01.2014
Management Development Program, NQF Level 5 - undefined
Destiny Village
Management Development Program, NQF Level 6 - undefined
Destiny Village
Management Development Program, NQF Level 4 - Business Management
Destiny Village