Regan Merckel

Experience

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  Cell C

  Jan 2001 - Jan 2005

  Customer Service Representative

  • Deal directly with customers either by telephone, electronically or face to face• Respond promptly to customer inquiries• Handle and resolve customer complaints• Obtain and evaluate all relevant information to handle inquiries and complaints• Perform customer verifications• Process orders, forms, applications and requests• Direct requests and unresolved issues to the designated resource• Manage customers' accounts• Keep records of customer interactions and transactions• Record details of inquiries, comments and complaints• Record details of actions taken• Manage administration• Communicate and coordinate with internal departments• Follow up on customer interactions Show less

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  Direct BPO

  Jan 2009 - Jan 2012

  Sales Manager

  • To recruit, interview, train and mentor an effective and dynamic sales team• Managing 4 Supervisors, 2 Administrators• To ensure that the day to day operations are run effectively and smoothly.ie systems and human resources.• Responsible for driving growth within the Company Commercial Agenda, Designing Revenue generating strategies, across Multiples Campaigns• Lead, direct and motivating the sales teams in order to achieve the overall corporate sales objectives.• To participate in the company performance review process and take responsibility for identifying professional and career development needs.• To undertake regular appraisals of staff in accordance with the policy and take responsibility for helping to address their professional and career development needs.• Advise and influence senior management, to make and implement decisions to improve performance by providing challenges and insight through the interpretation of management information• Lead and influence the development of strategies, objectives and plans to promote and support a robust business management culture within the organization, preparing papers and reports for Senior Managers that support improved performance and long-term decision making.• Identify key outputs that drive performance across the company and develop systems to measure them to provide clarity of how resource usage in delivering productivity and performance outcomes enabling financial management information to be aligned to key objectives.• Coordinate the production and development of a realistic local business plan and be accountable for the management and monitoring of the objectives in it. • Department integrating it with the business planning cycle and ensuring that any inherent financial risk is manageable locally and will not jeopardize the financial health of the organization. Show less

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  Microsoft South Africa

  Mar 2013 - now

  Regional Training Manager

  Deliverables:-Increase the competency & Lumia loyalty of the Retail Assistants to enable effective selling of Lumia products & services across all channels. -Ensure sales readiness of Lumia retail value chain to maximize sales of new solutions (including devices, services and accessories) through timely and consistent training execution. -Build the capability of Microsoft/ Full Signal FF through structured competency development and motivation initiatives, driving highest volume/value share at retail level.-Provide training for specific VIP audiences defined by M.T (Master Trainer) Manager. -Provide training for Branded & Retail Stores experienced coach and provide one-on-one coaching can create a structured and appropriate training plan for any topic master multiple methods to activate people in training sessions, even in difficult situations.-Communication skillsunderstand the value of sharing real world examples, cases and experiences as part of your training.-Lumia knowledge, Industry expertise and Microsoft servicesHave an expert understanding of mobile technologies ,services and to understand retail operations & mobile retail business.Have a strong interest towards products, services and solutions both of Microsoft Lumia as of the competitors as well.-Selling skillsTranslate Lumia knowledge into consumer needs/benefits/experiences feel at ease in a retail sales environment.Successfully apply Switch Selling (A framework for effective and disruptive selling that results in revenue being generatedcoach a team of Promoters and Ambassadors and have an ability to influence other peoplecope well with a fast changing and high pressure working environment Show less

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  HMD Global (Future Force)

  May 2017 - now

  Regional Training Manager