Rameez Behardien

Experience

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  YDE

  Feb 2008 - Apr 2009

  Sales Staff

  Duties and Responsibilities: Serving and satisfying customers and also seeing their requests. Cleaning of premises. Cleaning after every daily cash-in. Acquiring stock and merchandising. Stock counting and merchandising.

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  Asda

  Mar 2009 - Nov 2009

  Customer Service Agent

  Duties and Responsibilities: Serving customers and helping them with queries and complaints such as refunds and late deliveries Providing great customer service always Calling store for any queries needed to be taken up with the store Helping customers with internet queries and complaints Reporting to daily meetings for events which happened overnight that need to be notified

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  FIFA Ticketing Office

  Apr 2010 - Jul 2010

  Helpdesk Supervisor

  Duties and Responsibilities: Serving customers and helping them with queries and complaints such as ticket related problems and general queries Providing great customer service always Seeking information through managers and reporting back to customers Helping customers with internet queries and complaints and all event related queries Reporting to daily meetings for events which happened overnight that need to be notified Printing of customers tickets for collection and providing them with the correct information for match day and stadium rules and regulations Show less

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  Old Mutual South Africa

  Aug 2010 - Mar 2011

  Callcenter Assistant

  Duties and Responsibilities: Serving clients and helping them with investment related queries and complaints Providing great client service always Seeking information through managers and reporting back to clients Helping clients with debit order changes, investment profile changes and basic information changes on OMUNET system Reporting to daily meetings for events which happened overnight that need to be notified Liaising with clients via email and fax and also handling client profile changes Show less

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  Teleperformance

  Aug 2012 - Dec 2012

  Customer Services Agent

  Duties and Responsibilities: Serving UK clients and helping them with order related queries and complaints Tracking and locating of orders via Yodel system Taking, making and targeting of payments Providing great client service always Seeking information through managers and reporting back to clients Helping clients with processing returns of unwanted goods Reporting to weekly meetings in order to be updated of any changes within the business Liaising with clients via email and telephonically to resolve Show less

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  HomeChoice

  Apr 2014 - Apr 2021

  Duties and Responsibilities for Content Developer and e-learning Specialist:1. Content development across all HomeChoice departments and its sister companies 2. Meeting with respective Subject Matter Experts (SME), in order to curate the best possible content for learning/teaching3. LMS course and content design, creation and building4. LMS course maintenance and updates5. Facilitation of selected content6. Updating and maintenance of in-house LMS with regards to its interface as well as content7. Curricula and module design and creation for HomeChoice and its sister companies8. Reporting on LMSDesign, develop & deploy content:1. Deploy & implement eLearning solutions (new & existing) utilizing the ADDIE model and publishing tools such as Articulate 360 (Full package) as well as Adobe Captivate2. Adept proofreading and editing ability combined with accurate use of language and spelling3. Deploy and implement learning objectives and competency requirements, project scripts & storyboards, gamification, and evaluations/assessments4. Ensure that all existing learning materials are translated into eLearning solutions5. Deploy curriculum & courses onto the LMS6. Ensure that courses meet accessibility standardsLMS administration & support :1. Ensure that the LMS is used effective and efficiently2. Create surveys and discussion forums3. Create and administer new/existing user accounts4. Create online training curriculums5. Deploy curriculums & courses onto the LMS6. Assist with LMS technical support queriesReporting:1. Prepare accurate and timely reports as requested by management ensuring all statistics are accurate throughout2. Generate and issue ad hoc reports through data mining analysis to provide management with key statistics and trends identified and provide recommendations to act accordingly3. Evaluate the effectiveness/experience of learning initiatives in order to determine ROI and shape future plans and priorities Show less Duties and Responsibilities for HR Talent Partner.Administration of daily procedures such as:1. Capturing of registers2. Preparation of venues for meetings and training3. Assisting with HR work packs4. Booking and control of venue requests and processing5. Assisting with and the contribution of E-learning and all projects relating to HomeZone, which is the intranet for HomeChoice6. Responsible for all formatting and creating of the content of guides (learner and facilitation), which is used for all training and facilitation within the company7. Responsible for all administration within the Talent Development Team8. Responsible for project-based e-learning content such as tutorials, e-learning videos as well as general content within the businessAdministration and coordination:1. Schedule and coordinate all internal and external training according to company policy and procedure2. Ensure that the training plan is effectively and efficiently utilized to assist with the planning and coordination of all training in advance3. Take responsibility for the training calendar to ensure all information is accurate and up to date4. Manage the training venues as per the Training Etiquette policy, ensuring that the venues are neat, tidy and have the necessary facilities requiredBusiness partner liaison:1. Continuously build and maintain relationships with all business partners (internal and external) by acting as a brand ambassador for the Group2. Always ensure that clear communication takes place between all relevant stakeholders3. Act as point of contact for general queries relating to Talent DevelopmentReporting:1. Capture required data accurately in order to ensure all tracker/reports and systems are up to date2. Provide accurate data for reports, ensuring that this is in line with the departments’ requirements3. Pull monthly system reports to review all captured data and amend errors if necessary Show less Duties and Responsibilities as Social Media and Leads Supervisor:Drive operational and quality efficiencies:1. Maintain productivity standards that are in line with business requirements2. Consistently drive productivity by ensuring adherence to the schedule by tracking your teams' dialler activity3. Identify and escalate possible risk to the business as a result of procedural or system gapsEnsure that exceptional customer experience is consistently achieved4. Promote excellent customer service orientation within a team of agents and across the wider business5. Continuously improve customer experience and service delivery statistics6. Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrityEnsure service level agreements are adhered to:1. Ensure that the departments’ service level agreements are in place and are achieved2. Constantly engage with management regarding any challenges identified to mitigate through appropriate measuresPeople management:1. Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals2. Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards3. Foster an environment that encourages and rewards innovation and challenges current methodologies4. Promote staff engagement by ensuring adequate measures are in place to improve the culture in the Reporting:1. Capture required data in order to ensure all systems are up to date and accurate2. Manage and track the team’s performance hourly, daily, weekly and monthly3. Provide accurate reports in line with the department's requirements4. Identify adverse variances and/or negative trends and proactively develop action plans to address this5. Provide operational feedback to the Management team by identifying trends through data analysis Show less Duties and Responsibilities for Social Media:1. Providing excellent customer service via email correspondence2. Delegating of workflow streams and the follow up of these individual streams3. Processing of documentation received via email to the necessary/relevant departments to process or to process independently4. Processing of immediate information such as account and personal information5. Providing a general response for the business in a professional manner in line with complaints, queries, Hello Peter feedback, Twitter and Facebook responses6. Keeping the incoming traffic of social media in line with the SLA of the company and providing factual feedback for any adverse or extended requirements7. Reaching an individual target daily in order to meet personal KPA’s8. Assisting between workflow and web queries (Hybrid/Dual skilled functions) depending on the current demand of the business areas9. Processing information received from the contact centre in order to follow up and attend to the request/complaint of the customer where the assistance of the contact centre/contact centre agent is not sufficient10. Assisting customers with general and high priority queries/complaints via email or telephonically through the workflow streams and social media applications (Meltwater Engage) in line with the SLA and procedures of the business11. The applications utilized on a daily basis consist of MeltWater and Hootsuite. These are applications which integrate our social media into one function, which allow us to follow up on all queries in an effective and efficient manner12. Managing campaigns and the update of these campaigns on a daily basis as well as daily reporting of these campaigns to managers and directors for feedback required for analytics for business requirements Show less Duties and Responsibilities for Back Office/Customer Support:1. Studying and knowing the different products and textiles within the business on a monthly basis2. Following up on workflow queries such as product returns, goods not delivered, customer follow-ups via email and telephonically, also assisting with webmail in order to effectively process these requests and resolve the workflow stream3. Processing, filing and documenting of invoices via fax, email and post4. Allocating of legal close files on a daily/weekly basis on excel spreadsheet5. Allocating and processing of customer details on the OMEGA system and making informed decisions to assist the customer in the correct way6. Partaking in daily update meetings and finding the best possible solution in order to execute the tasks necessary7. Providing assistance to the HomeChoice sale store with regards to packing and unpacking of HomeChoice products from supplier load8. Providing great client service, always9. Seeking information through managers/supervisors and reporting back to clients10. Helping clients with information unknown or any miscellaneous information, also acting as a switchboard11. Liaising with clients via email and telephonically to resolve queries or capture outstanding information and orders Show less Duties and Responsibilities for Sales and Customer Service: Studying and knowing the different products and textiles within the business on a monthly basis Engaging in active sales and selling to clients various products, as well as up-selling Allocating and processing of customer details on OMEGA system and making informed decisions to assist the customer in the correct way Providing great client service, always Seeking information through managers/supervisors and reporting back to clients Helping clients with information unknown or any miscellaneous information, also acting as switch bored Liaising with clients via email and telephonically to resolve queries or capture outstanding information and orders Show less

  • Instructional Designer and Content Developer

    Feb 2018 - Apr 2021

  • Talent Specialist

    Jan 2017 - Jan 2018

  • Social Media Team Lead

    Apr 2016 - Dec 2016

  • Social Media Specialist

    Sept 2015 - Mar 2016

  • Back Office Assistant

    Mar 2014 - Sept 2015

  • Customer Services Agent

    Apr 2014 - Mar 2015
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  Capitec Bank

  Apr 2021 - now

  Instructional Designer and Learning Partner