Jason Van Rooyen

Experience

• 

  Market Theatre Florsit

  Feb 1999 - May 2000

  Store Manager
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  Telkom

  May 2000 - Nov 2000

  Tele Consultant
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  Santam Insurance

  Dec 2000 - Apr 2005

  CLIENT SERVICE: • Client Retention• Client Support• Liaising• Client Satisfaction BROKER SERVICES: • Broker Support• Satisfaction• Liaison• Negotiation INTERNAL RESPONSIBILITIES• Maintaining SLA (Service Level Agreement)• Team Management• Staff Training • Team Motivation • Statistics and Reporting • Goal Setting• Logging of problems • Conversation requests• Needs Analysis TRAINING AND DEVELOPMENT • Training: • New Staff - Company product • Communication • Telephone Etiquette / Manner • Team Building • Constant ChangesKNOWLEDGE• NQF• SETA • OBE • Facilitation • EE • Counselling, FAMSA (Family South Africa)• Course. ILSA Show less

  • Training and Development Specialist

    Feb 2003 - Apr 2005

  • Team Leader Assistant

    May 2002 - Feb 2003

  • Contact Centre Sales Consultant

    Dec 2000 - May 2002
• 

  IMPERIAL Group

  Jul 2005 - Sept 2005

  Training Manager

  • Co-ordinated and supervised training • Setting up the Training division • Progress reports • Procurement • Monitoring and controlling • Writing policies and procedures for the quality management system • Filling systems • Facilitated training • Assisting with learner pre-assessment

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  Prior Learning Centre

  Oct 2005 - Oct 2005

  Advisor

  ADVISOR / COACH / TRAINER • Travel the country • Train Short Term Insurance Cert to co’s like: • Discovery Insurance • Santam • ABSA • Reinsurance Solutions COO • Various Insurance Co’s and Brokers • Train General Management L3&4 Qualifications • Train the Trainer Workshops • Facilitate Project Management Qualifications • Facilitate RPL Process

• 

  Mont Blanc Financial Services

  May 2007 - Jul 2007

  HR Training Manager

  • Co-ordinated and supervised training • Setting up the Training division • Responsible for basic HR Division • Implement Policies and Procedures • Progress reports • Procurement • Monitoring and controlling • Writing policies and procedures for the L&D unit • Train Sales Staff and Managers • Coach Sales Staff and Managers • Strategic Training

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  Prior Learning Centre

  Jul 2007 - Dec 2007

  Coach

  ADVISOR / COACH / TRAINER • Travel the country • Train Short Term Insurance Cert to co’s like: • Discovery Insurance • Santam • ABSA • Reinsurance Solutions COO • Various Insurance Co’s and Brokers • Train General Management L3&4 Qualifications • Train the Trainer Workshops • Facilitate Project Management Qualifications • Facilitate RPL Process

• 

  Absa

  Dec 2007 - Aug 2008

  Coach / Advisor / Trainer

  • Induction Training• Short Term Insurance Training• Train Contact Centre Staff • Assess and Accredit Contact Centre Staff• Progress reports • Assist with Fit & Proper Training• Coach Contact Centre Staff • Monitoring and Controlling • Train Sales Staff and Managers • Coach Sales Staff and Managers

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  PPS

  Aug 2008 - Sept 2015

  Professional Specialist: Life and Business Coach

  COACHING:• Business and • Life• Motivation• Youth Development • Community Upliftment• Public SpeakingTRAINING AND DEVELOPMENT:• Training• Facilitation• Sales Training• First Impressions• Dress Code• Induction• Diversity Training • Change ManagementDESIGN AND DEVELOPMENT• New Material• Existing Material• PowerPoint Presentations• Conference PresentationsMANAGEMENTSales Graduate Development Program:• Setup Black Graduate Academy Division• Train Black Graduate Academy Division • Coach Black Graduate Academy Division • Conduct research for CEO Projects• Analyse and Present research findings to EXCO. • Conduct Morale Measurement Assessments• Give Feedback to CEO and Divisional Heads on Morale Measurement Assessments.Short Term Insurance Division: • Setting up of STI L&D. • Design and Develop Learning Material • Align Learning Material to Policy Wording • Design Assessments • Coach Quality Assurance Team • Bi-weekly meetings with HOD:STI • Attend strat sessions with STI EXCO and MANCO • Conduct and Facilitate Customer Service • Conduct and Facilitate Sales Training Assist with IDPs.OTHER:• Assessor• Moderator• Public Speaker• Leadership Development• Team BuildingGENERAL:• Co-ordinated and supervised training• Setting up the Short Term Insurance Training Division • Progress Reports • Procurement • Monitoring and Controlling Learners and Staff• Writing Policies and Procedures for the quality management system • Train Sales Staff and Managers • Coach Sales Staff and Managers • Setup Graduate Division Strategic Training • Strategy Development Show less

• 

  Splenergy Consultancy

  Sept 2015 - now

  Managing Director

  Coaching and Training Consultancy

• 

  Democratic Alliance

  Feb 2018 - Dec 2018

  Computer Assisted Telephonic Interviewing Manager

  • Assessing the situation and determining an appropriate suitable course of action as required.• Working with Team Leaders and providing guidance during tough situations to acquire appropriate resolution for the voter and the party.• Managing and directing the daily activities of the call center.• Supervising, planning, and managing functions concerned to Call Center environment.• Provide Coaching and guidance to improve performance• Implement weekly meeting with team leaders and get feedback and to provide feedback.• Identify training requirements and action needs to improve overall performance• Monitor Productivity according to agreed objectives.• Monitor live calls in terms of required quality standards• Ensure team leaders have all the tools to perform their job role.• Monitor scheduling, rostering and forecasting achieving sufficient resources at all times.• To prepare and analyze internal and external quality reports.• To proactively recommend the training, overtime, voluntary off time, based on the revision of schedules.• Managing a team of call center team leaders directly and callers indirectly and directing their activities for the achievement of call center targets andgoals.• Managing the overall performance analysis of existing lists and programs.• Monitoring the team’s performance to ensure that the call center goals are met and supporting call center quality and training efforts.• Liaising with team leaders, third parties, and operatives to collect the information and resolving issues.• Planning and supervising changes and managing the daily operations of call centre.• Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.• Recording statistics, performance levels and user rates of the call centre and preparing the reports.• Reviewing the staff’s performance and determining training needs.• To ensure Call Centre’s Standard Operating Procedures are followed and adhered to. Show less