Open to opportunities

Kevin Naidoo

@kevinnaidoo

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Customer Support and Operations leader who improves retention, SLAs, and safety across high-growth platforms.

South Africa

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What I'm looking for

I’m looking for a role where I can lead customer support and operations, protect safety/compliance, and drive measurable improvements using CRM SLAs and data-driven reporting. I want cross-functional ownership and room to expand operational excellence.

I’m a Customer Support Leader & Operations Specialist with over 8 years of experience in high-growth e-commerce and e-hailing environments. I manage complex client resolutions and cross-functional operations across the SSA and European regions, keeping strict SLAs using CRM and ticketing tools like Zendesk, Intercom, and Atlassian.

I’ve also served as a Safety Officer for UK ride-hailing operations, overseeing safety protocols and document verification to ensure adherence to international regulatory standards. I’m a data-driven leader who delivers business reviews to senior management, leads national teams of up to 20 staff, and improves customer retention through dispute resolution and refund/discount strategies.

Experience

Work history, roles, and key accomplishments

Customer Support & CRM Specialist

Bolt (Taxify)

Jan 2018 - Jan 2025 (7 years)

Managed high-volume customer enquiries and safety escalations using Zendesk, Intercom, and Beehive while maintaining strict SLAs and supporting retention/recovery actions (refund/discount strategies). Achieved a 95% average pass rate across technical training and safety certification modules and presented monthly reporting to senior leadership to optimize delivery operations.

Zendesk Intercom SLA Management Safety Compliance Customer Retention Refund Discount Handling Slack

National Programme Officer

Reach For A Dream Foundation

Jan 2017 - Jan 2017 (0 months)

Directed national programme implementation and managed a team of 20 external staff members to meet project goals and deliver donor-focused relationship tracking. Developed and managed project budgets using Pastel Evolution and provided risk assessments and progress updates to senior leadership.

Program Operations Team Leadership Budgeting Donor Management Pastel Evolution Risk Assessment Marketing Materials

Advanced Regional Supervisor

The Creative Counsel (TCC)

Jan 2013 - Jan 2016 (3 years)

Supervised brand ambassador activations for high-profile clients and led campaign logistics including setup, breakdown, and supply chain coordination. Implemented operational KPIs to score agent performance, supported mentorship/training, and produced post-campaign financial reporting and expense reconciliations.

Brand Activation KPIs Performance Management Client Relations Logistics Coordination Financial Reporting Mentorship Market Research

Promotional Team Leader

Cell C

Jan 2011 - Jan 2012 (1 year)

Promoted from team member to team leader within 12 months by consistently delivering on sales and leading marketing activations to grow the customer base. Trained staff on BEAM systems and sales/marketing procedures, and managed contractual administration, filing, and reporting to line management.