I am self-motivated, well-organised and a natural communicator, leader, facilitator and trainer. My commitment and passion will be an asset as will my energy, flexibility and personality. I have the ability to work and report at all levels and have vast experience in Customer Service, Telesales and Training.
Certificate of Competence:
Train the Trainer (ETDP SETA; Services SETA) 4/01/2011
U/S: 117870
U/S: 117871
Assessor (ETDP SETA; Services SETA) 2/02/2011
U/S: 115753
Certificate of Completion - Performance Appraisal Workshop (2010) HRST
Certificate of Completion - Customer Service (2009) SA TeleLink
Certificate of Completion - MS Excel Advanced 2007 (2009) Capital Campus
Certificate of Completion - Customer Service Excellence (2007) SA TeleLink
Certificate of Completion - MS Word Advanced (1999) Dimension Data
Certificate of Completion - MS Word Introduction (1999) Dimension Data
Certificate of Completion - Technical Training Océ 9200 (2000) Minolco
Certificate of Completion - Prisma Flow 2.2 (1999) Océ
Certificate of Completion - Basic JCL (1999) AST
Certificate of Completion - Windows 95 (1996) Academy of Learning
Aug 2009 – Nov 2010 SA Warranties (Pty) Ltd (underwritten by Regent Insurance Company)
Manager: Customer Services Department;
Job Description
Deliver of company objectives through the effective management of a team consisting of 4 Client Liaison Officers. Working closely with senior management to develop and implement a Customer Relation Management system. My role covered operations, man management, leadership, recruitment and training within the Contact Centre environment.
Responsibilities:
Implement and or management of the following:
Department procedures and processes
Managing Policyholder complaints
Communicating with the offices of the Short-term Insurance Ombudsman
Implementing Goldmine CRM system to record and monitor complaints and enquiries
Quality Assurance on outgoing and incoming call handling
Drafting of scripts for Customer Liaison Officers
Liaise with Financial Institutions of which include: ABSA and IEMAS
Training Facilitation (Products, processes and procedures)
Apr 2006 – Aug 2009 SA Warranties (Pty) Ltd (underwritten by Regent Insurance Company)
Manager: Telesales; Training & Customer Care;
Job Description
Deliver of company objectives through the effective management of a team consisting of 13 Telesales Consultants and 1 Administrative Assistant. Working closely with senior management to develop and implement significant and robust forecasting, reporting and supporting procedures to ensure continued growth, this includes both retention and generation of business opportunities. My role covered operations, man management, leadership, recruitment and training within the Call Centre environment as well as in the Company.
Responsibilities:
Implement and or management of the following:
Telesales Staff Incentive Scheme
Company Staff Warranty Scheme
Department procedures and processes
General workflow
Quality Assurance on outgoing and incoming call handling
Compile and monitor sales statistics
Drafting of scripts for telesales executives
Liaise with Financial Institutions of which include: ABSA, Wesbank and IEMAS
Training Facilitation
Jun 2005 – Apr 2006 SA Warranties (Pty) Ltd (underwritten by Regent Insurance Company)
Telesales Consultant – Telesales Department
Job Description
Assist senior management in the development of a new department and promoting new business.
Internal Training of Call Centre Staff
Skills Development for all SA Warranties staff
Quality Assurance Management of Quality Assurors in all the Call Centres
Responsibilities:
Renew expired policies: Communicating via SMS, Telephone, Fax and E-mail
Handling related product enquiries: Inbound Calls
Supervisory responsibilities: Reporting to Senior Management
Internal Training of Call Centre Staff & Skills Development for all SA Warranties staff
Quality Assurance Management of Quality Assurors in all 3 the Call Centres
Additional Responsibilities:
Implement general sales procedures and processes for the Telesales Department
Implement new payment systems (In tandem with Management)
Assist in planning and structuring the department and drafting of scripts
Manage bulk SMS files and general workflow within the Department
Quality Assurance: Workflow and Client Communication
Liaise with Claims, Marketing and Banking Department
Compile statistics for Management
Projects Completed:
Initiating the Training Program for Telesales Staff
Telesales Database: Design, Implement and Administrate
Implement Telesales Database on Maven System (In tandem with Websoft)
Feb 2005 – May 2005 Self-Employed
Reason for Leaving: Greater challenge
Client: The General Secretary, office of the Statutory Council for Printing, Newspaper and Packaging Industry
Responsibilities:
Design and Develop of official documents in Acrobat format
Design and Develop electronic forms and templates
Liaise with The General Secretary
Client: HASSO (Software Development)
Responsibilities:
Assist in Project Management of various Projects
Direct telephonic marketing of Hasso Software products
General Office management
Personal Assistant to Annamarie Potgieter
HASSO Client Base:
Momentum
RMB Private Banking
ABSA Brokers
FNB Brokers
Crayon Kids
Kidz Brainpower (Dr E Calitz)
Client: Cor Potgieter (Inspector for the Financial Services Board)
Responsibilities:
Scan and Electronic Re-organise of Legal Documents
Indexing of Files on Adobe Acrobat and MS Excel
Jul 2004 – Feb 2005 Call Centre Consultant – Financial Services Board (Emmanuels)
Reason for Leaving: Temporary Assignment
Responsibilities:
Inbound Calls
Outbound Calls (Follow up on Client Queries)
F A I S Act Registration of Financial Service Providers
Handle F A I S Registration Queries
Communicate with Various Departments in FSB before Directing Client Complaints
E-Mail: Receive and respond to client queries
Highlights:
Self Initiated: Call Centre Procedure Manual; Compile and Implement
Self Initiated: Dynamic Excel Contact Directory; Compile and Implement
Jun 2002 – Jun 2004 Surface Mount Feeder Technician – Alternative SMT United Kingdom
Reason for Leaving: Temporary Assignment in United Kingdom (London)
Supervisory Responsibilities: (1 Member of staff)
Stock control of feeder parts
Train new Staff
General Responsibilities: (1 Member of staff)
Refurbishment of Surface mount feeders
Packaging of feeders
Non-technical refurbishment of Fuji/Quad/Universal surface mount machines
Packaging of Fuji/Quad/Universal surface mount machines
Feb 1999 – Jun 2002 Media Specialist (Senior Logistics Controller) – Dimension Data
Reason for Leaving: 2-YEAR Gap - Travel to UK
Managerial Responsibilities: (6 Members of staff)
Meeting SLA (Service Level Agreement) requirements
General management of printing environment (supervisory)
Training members staff
Supervising the printing of all daily / weekly / monthly mainframe related jobs complying to required quality standards
Managing and liaising with suppliers and service providers
Execute ad hoc user requests related to mainframe printing
Complete stock control and management thereof
Continuous and effective update of monthly and or weekly reports for Department Managers
Print server administration and configuration (incl. Upgrades and training of staff)
Resource Management and prevention downtime
QA (Quality Assessment) of production line
Develop and design of statements, letters and or other documents to specification for National / International Client base
Client Liaison:
Liaise with Saambou Bank Marketing Managers/Director
Assist end users with day to day operations of Prisma Flow system and Océ printers
Assist in Stages of implementation during projects relating to Prisma Flow system and Océ printers
Assist Project Manager with technical research in the printing environment
Assist Project Manager with annual Budget planning
Highlights:
IT Department Centre Procedure Manual for ISO Certification; Compile
Continuous market research: Optimise printing environment
Service Providers:
Brinrod (Paper Supplies)
Mail U Nique (Fold and post of statements / letters / brochures)
Xerox SA
Minolco (Océ SA)
Feb 1998 – Feb 1999 Computer Operator – Dimension Data (Saambou Bank Project)
Promoted to Senior Computer Operator
Operational Responsibilities:
Monitoring of various systems: AWD / SASWITCH / POSTILLION / PICK
Operating on Production and Development TSO systems
Monitoring Batch jobs via Control M
Call Centre Responsibilities:
Logging calls for faulty printers, terminals, air-condition units, etc.
Suspending lost or stolen ATM cards on WINNET system
Training new Junior Operator staff
Mar 1997 – Feb 1998 Junior Computer Operator – Dimension Data (Saambou Bank Project)
Promoted to Computer Operator
Operational Responsibilities:
Handling of all magnetic media
Printing of all daily / weekly / monthly mainframe related jobs and distributing it to the relevant Saambou users
Call Centre Responsibilities:
Logging calls for faulty printers, terminals, air-condition units, etc.
Suspending lost or stolen ATM cards on WINNET system
Dec 1996 – Feb 1997 Temporary Technical Assistant – South African Wheat board
Reason for Leaving: Temporary Assignment
Responsibilities:
Categorising types of wheat
Quality tests on certain types of wheat
Data capturing in relevance to the different types of wheat
References:
Current – SA Warranties (Pty) Ltd
Steve Smith (General Manager: Marketing) +27(0)11 417 0300
Previous – Financial Services Board
Russell Michaels (Head of Communication and Liaison Dept.) +27(0)12 428 8000Knowledge Base:
Software and Operating Systems:
Adobe Acrobat 6.0 Prof Advanced 2 years
Adobe Acrobat 4.0 Advanced 2 years
Adobe Photoshop 7.0 Intermediate 1 year
Corel Draw 10 Intermediate+ 2 years
Dreamweaver MX Intermediate 1 year
Goldmine Premium Edition Intermediate 1 year
HP Precision Scan Advanced 2 years
MS Word Advanced 10 years
MS Outlook Intermediate+ 10 years
MS Powerpoint Intermediate+ 7 years
MS Publisher Intermediate 1 year
MS Visio Intermediate 1 year
MS Access Intermediate 4 years
MS Excel Advanced 10 years
SA Warranties System (Maven) Advanced 5 years
Unicentre TNG AHD Intermediate 2 years
Windows 95 Intermediate+ 4 years
Windows 98 Intermediate+ 4 years
Windows 2000 Intermediate+ 3 years
Windows XP (Home/Prof) Intermediate+ 4 years
Windows 7 Intermediate+ 2 years
Apple OS X 10.6.6 Beginner 1 year
WS FTP 95 Intermediate 2 years
Server:
Solstice PC Xware 4.01 Intermediate+ 2 years
Mainframe:
MVS OS/390 Intermediate 3 years
JES2 Intermediate 3 years
CICS Intermediate 3 Years
TSO Intermediate 3 Years
ISPF Intermediate 3 Years
VTAM Intermediate 3 Years
Control-M Intermediate 3 Years
Control-T Intermediate 3 Years
Control-O Beginner 1 Year
Hardware:
Apple Mac
Xerox 6490 PRINTER (s)
Océ 9200 PRINTER (s)
Océ 8460 PRINTER (s)