Experience

• 

  Edcon group pty ltd

  Jun 2011 - May 2014

  Call centre agent

  - To provide a professional service to customers by ensuring that their queries are effectively addressed and resolved telephonically within stipulated timelines.- Understanding all customer service level agreements and managing customer enquirers, Delivering a quality driven customer service.- Meeting all service delivery requirements- Effectively understanding and following correct escalation procedures- Taking ownership of issues such as complaints/ credit request in a polite and courteous manner.- Recording accurately all calls received via a call logging system.- Attending and participating in 1:1’s and team meetings.- Adhering to telephonic and the system policies and procedures- Acting as an ambassador for Edcon Regional Financial Service whilst in their employment, Undertaking projects and or tasks delegated by Team Manager or Department Manager - Contributing to the on-going improvement of service delivery as a member of the Financial Services team. Show less

• 

  Edcon group

  May 2014 - Jul 2015

  Training officer

  - Facilitation, Assessing and moderating new delegates entering the organisation - --Continuous assessment to deem whether delegate has successfully mastered the key requirements within the organisation Skills training for new delegates- Implement and monitor training programmers and on job training Manage own development in line with job competency requirements Manage delegate’s performance according to target Grow and develop leadership in team Effective resources capacity management

• 

  Accenture pty ltd

  Jul 2015 - Jan 2016

  Customer service associate

  - To provide a professional service to customers by ensuring that their queries are effectively addressed and resolved telephonically within stipulated timelines.- Understanding all customer service level agreements and managing customer enquirers, Delivering a quality driven customer service.- Meeting all service delivery requirements- Effectively understanding and following correct escalation procedures- Taking ownership of issues such as complaints/ credit request in a polite and courteous manner.- Recording accurately all calls received via a call logging system.- Adhering to telephonic and the system policies and procedures- Acting as an ambassador for Edcon Regional Financial Service whilst in their employment, Undertaking projects and or tasks. - Contributing to the on-going improvement of service delivery as a member of the Financial Services team Show less

• 

  Accenture

  Jan 2016 - Mar 2019

  Learning coordinator

  • Schedule regular skills development committee meetings with the various business units within the group• Regularly touch base with all business units within the group to understand any training and development needs/skills gaps• Coordinate the implementation of the organization’s Workplace Skills Plan and Annual Training Plan.• Coordinate training in accordance with request from various SDP’s (Skills Development Providers).• Schedule and coordinator classroom training including, but not limited to location, date/time, materials, and attendance.• Responsible for the scheduling of attendees and comprehensive completion of the booking sheets.• Administrate and monitor schedules and all training courses and programs on the LMS.• Collects, complies, and reports results of evaluation, attendance, and training data.• Prepare and documents procedures for training and the administration thereof.• Follow up on the timeous payments of vendors, suppliers, and other external parties.• Completion of registers from various business units• Completion of competency reports• Weekly reports and planning of training for staff• Sending memos to various business units about forthcoming training• SETA submissions / training• Deriving stats from e-learning and analyze them Show less

• 

  Capability bpo

  Mar 2019 - Jun 2020

  Senior trainer

  • Develop training strategy for the call center in line with business needs and requirements.• Ensure that all training is delivered and completed successfully with a measure of success attached.• Manage the training calendar / schedule effectively including planning training resources and training room requirements as per ramp plans.• Ensure that all new hire staff have ab adequate transition to the Operations floor and the existing staff receive appropriate and timely refresher / remedial / cross skill training as per business needs.• Manage floor support activities to identify gaps in the customer service / communication skills / product process knowledge and implement training interventions aimed at advisor performance.• Manage ongoing version control / changes and quality of all training content and material and ensure updates are made.• Liaise with stakeholders to ensure effective and consistent implementation of training strategies.• Manage the performance and development plans of training team including mentoring, coaching, and upskilling.• Evaluate training provided and provide post course follow up and user support.• Schedule training requests, Delegation of Trainers to course and motivate cross skilling. Show less

• 

  Standard bank group

  Jun 2020 - now

  Learning facilitator

  • Achieving business strategy, objectives and values through reviewing Standard Bank and business unit plan, by ensuring delivery of learning interventions related to systems, process, services, and solutions.• Identifying training needs on an ongoing basis• Assessing learners pre and post learning intervention to ensure competence• Aligning learning solutions with learning needs.• Consulting at all levels of business and interact.• Curate learning based on skills gap analysis using agile and innovative learning methods. • Facilitate various transformational programmes, example leadership programmes and bank related courses.• Identifying trends that impact the delivery of learning plans• Develop training material according to business needs in line with general training practices, together with the inclusion of formatives and summative assessments.• Reskilling, upskilling, and reskilling by relevantly updating of all course materials on an ongoing basis. Show less