Experience

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  Homechoice

  Nov 2000 - Mar 2003

  Quality assurance, training & coaching

  - Train new Contact Centre staff members (Sales, CS & Debt Collections).- Quality evaluate Contact Centre calls (Sales, CS & Debt Collections).- Coach and Mentoring Contact Centre consultants.- Engaging with Contact Centres Managers on areas of development within Business Units and how to close performance gaps.- Co-ordinate Quality Assurance awareness.- Compile reports and reporting relevant stakeholders and make recommendations based on my findings.

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  Sishayele 112 emergency services

  Apr 2003 - Jan 2006

  Team leader
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  Metropolitan health group

  Feb 2006 - Oct 2006

  Contact centre team manager
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  Woolworths financial services

  Nov 2006 - Sept 2008

  Customer service team manager
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  Woolworths financial services

  Jan 2010 - now

  My responsibilities includes amongst others:- Conduct Skills gap analysis as well as Training needs analysis. - Design or recommend learning and non- learning solutions as per the needs analysis.- Review systems, processes to measure efficiencies in operations.- Change Management Enablement in various operational areas.- Design and Manage the e-Learning platform (LMS).- Enable & Report on employee's Compliance accross the business. - Design and Conduct performance assessments.- Custodian of L&D in various project teams.- Intergrade with Managers, Business Analysts and Quality Assurers to streamline people development and/or Skill enhancement.- Consolidate Learning & Development activities report to measure ROI.- Staff coaching or assistance on Academic challanges. Show less

  • Manager: Learning & Development Woolworths Financial Service

    Jan 2018 - now

  • Technical & Functiona Training Manager

    Aug 2016 - now

  • Learning and Development Specialist

    Nov 2008 - now

  • L&D Facilitator

    Jan 2010 - Jan 2012