Freelance Facilitator/Trainer/Teacher

Curriculum Vitae

PERSONAL DETAILS

Surname : Du Plessis

Other names : David Phillip

Date of birth : 19-02-77

Identity number : 770-***-**** 084

Marital status : Single

Residential address : 214 Longmarket St, Bo-Kaap, CapeTown

Telephone numbers : 076-***-****(m)

Email Address : aczf04@r.postjobfree.com

State of health : Excellent

Languages : Bilingual in English and Afrikaans (speak, read, and write fluently)

Religion : Christian

Interest & hobbies : Music, Reading and watching Sports (soccer, tennis, cricket)

EDUCATION

Schooling : Gerrit du Plessis Senior Secondary School (Matriculated 1995)

English HG, Afrikaans HG, Mathematics SG, Physical Science SG, Biology HG, History HG

IISA: COP-Life Assurance 2003

COP – Retirement Funds 2004

Learning Performance Link (2009 Ongoing learning)

Course : Occupationally Directed Education and Training (ETDP)

Modules : Outcomes Based Assessment (2009)

: Moderation of Learning Materials (2010)

: Facilitate Learning (2012)

: Evaluate Learning (2012)

Train the trainer

August 2008 – A two day course to learn the different methodologies of training and facilitation skills.

Certificate in Coaching and Mentoring (One world Training)

July 2012- 3 day course in acquiring skills to mentor and coach learners in workplace.

Standard Bank Group Leadership Centre Foundation Leadership Programme (FLP)

August 2008 – November2008

Subjects: Leadership - Emotionally Intelligent Leadership; - Tough Conversations ; Leveraging Diversity Strategizing for and Executing Change; Designing Valued Service Experiences; How to Make Money in Financial Services; Delivering Customer Centric Processes; Building Interpersonal Skills; Bringing Out the Best In Others; Building Capacity,, Driving Transformation; Leading Teams.

Lifeline Counseling Course ( non-accredited course)

July 2009- November 2009

: Effective Listening, Clarification, Listening without Prejudice, Questioning, Paraphrasing and concluding a difficult conversation.

WORK EXPERIENCE

PMI (Production Management Institution) SA June2016 till current

Position : Freelance Facilitator

Duties :-Training, Coaching and Mentoring new learners for skills program

General duties:- Lecture Unit Standards (10326/10324) for Contact Centre and Customer Care. Rectify

Rectify learners on pronunciation. Teaching learners to Multi-skill by enabling them to listen, type/navigate, speak at the same time. Continuously making them aware of how they sound and projecting voice.

Lecturing Learnership programme for learners with Disabilities with a Qualification in

Contact Centre Operations.

MSC Business College SA August 2016 to date

Position : Freelance Facilitator

Duties :-Training Customer Care to front-End Staff

General duties:- Lecture Unit Standards for Contact Centre and Customer Care and prepare learners

for Assessments. Stress the importance of the bottom line to the learners and how it is affected by poor/bad service, losses and related behavioural issues within the store. Strong importance is placed on sales and service relations of staff.

Synergy Language Consultants – Joined November 2014 to June 2016(Contracting)

Position : Online English Teacher

Duties

General duties:- Lecture 45 minutes English lessons to improve non-native's English command the language,

Specific Duties:- Teach lessons to all learners from all levels. Speak at appropriate pace and rectify pronunciation, grammar and spelling wherever possible.

Springpoint Finance/Verifi – Joined July 2014 Till 28 Feb 2015 (Retrenched)

Position : Broker Assistant and General Administrator

Duties

General duties:- Answer email, fax and telephonic queries from policyholders from various Long-Term Insurers. Process simple policy changes and send requests through to Insurers for more complex requests. Timeously respond back to client with feedback and see cases processed end-to-end. Capture and File all client records for Compliance purposes.

Specific Duties:- Assist clients with 1/3rd and 2/3rd benefits from Pension, Provident and Retirement Products. Explain the claiming/maturing or surrendering of benefits/payouts and the legislative/general requirements involved regarding the various product types. Inform the clients of the Service Level Agreement in order to process their cases. Assist the Broker/s with queries and admin where clients are difficult and needed a more senior approach. Look for cross-sell opportunities and persuade clients to make use of our services as their preferred intermediary. Load new business cases for Broker and see the case through until it is issued.

The Liberty Life Ltd. – Joined 01-05-2001 till 31 October 2013

Position : Training Specialist July 2007 to October 2013

Duties

Design, plan and develop training interventions: - Develop training material, research and making sure that the documents go through to Quality assurance and compliance for updates.

Facilitation of Training:- Basic training programmes, e.g. Presentation Excellence; Telephone Skills; Simple and Complex Product training, Systems/Process Training, Legislative training ( FAIS, FICA, NCA Insurance related, Treating the Customer Fairly), etc. All forms of delivery methodology, e.g. classroom, computer-based (Centra/Portal), self-study and group study.

Conducted assessments: - Developing and Marking of assessments, observation of processing assessments and signing off learners on work samples performed on their own accord.

Post course learner support: Assisting learners with workbooks, referencing material. Answering telephone queries.

Training needs analysis:-Basic/single system training needs in the organisation

Relationship Management: Maintains existing client relationships, regular meetings and email communication. Develop assessment tools and process flows to assist staff. Ad hoc administration & co-ordination of training events if need be.

Reporting of Training Records: File and capture training records for Annual Training Reports so that easily available for Skills Development Facilitator. Provide feedback on courses to Managers and Team leaders on training events. Also assist learners with their own development and learner paths to grow from elementary in the business to proficient level

Telephone etiquette soft skills training:- Emphasis on listening and appropriate responses. Acknowledgement of client’s requests. Teaching assertive behavioural skills, feel-felt empathy with call (touch on emotional intelligence) and courtesy. Understanding of business language and relaxed phrases in order to balance communication with client.

Position : Acting Team Manager to Individual Life Contact Centre March-2007 – June 2007

Duties Core responsibility is to manage the queues and make sure calls are answered within

Service Level Agreements.

Perform Appraisals on Monthly and Quarterly Basis.

Provide feedback to Management on Trends, Coaching within team. Recommend solutions for problems and put practices in place to narrow gaps.

Dealing with complex queries and escalations which call centre agents find difficult to handle.

Motivate call centre agents for multi-skilling and growth within call centre.

Caucus with other departments to improve service all around within Liberty Operations.

Manage team members and address behavioral issues.

Position : Quality Assuror (01/03/2005 – 01/03/2007).

Duties Provide Training to new contact centre agents and coach existing agents with development plans. Conduct assessments/tests after modular training. Provide feedback to agent and team leader before agent is allowed to take calls. Communicate with Training and Development Department on update of Business – and Operation Rules within the company. Provide a monthly report to management on all assessments and trends.

Position : Call Centre Agent and Assistant Team Leader. (01/05/2001-01/06/2005)

Duties

To provide friendly and efficient service to clients, intermediaries and other financial institutions brokers.

Service entails: explaining the different products and features. Updating personal details and business retention forms the most integral part of my job.

Solving problems pertaining policies, like premiums and annuity payments.

To identify possible sale opportunities and retain existing clients.[

M-Tel : Customer Services, Sandton City - Joined 2000-07-03 till 2001-04-30

Cellular Service Provider for MTN

Position : Call Centre Service Operator

Duties

Client and Dealership Liaison, Contract and Prepaid Inquiries,

Resolving, logging and escalation of queries to relevant departments on various systems.

Activating new contracts, Swapping Cell phone numbers, Simcards

Approving upgrades.

Educating clients on handset functions and explaining various other products promoted by company

Explain and resolve billing queries procedures and other account

related services.

Standard Bank of SA LTD (SBSA): Joined co 1996-05-01

Staff Banking Centre Branch< Braamfontein Branch

Positions held: -

Team Leader – Tellers (15 Subordinates)

Duties is locking away of cash main branch and support management on all service related issues on a supervisory level. Reduce queuing time at tellers in order to increase customer satisfaction. Scrutinise various reports, approve leave of junior staff and deal with difficult clients

Service Consultant - Give information products, features of product

Help client to choose correct investments to suit their needs. Help with inquiries related issues to act as a quick fix department as opposed to liaison with a turnaround time of minimum 24h00. Opening/consolidation of all accounts except loan and current accounts.

Central Teller To double-check tellers on counter with withdrawals, deposits and split transactions

Main responsibility is to control cash limits

Order and clearing of money to bulk cash center

Locking and unlocking of safes and strong rooms where cash are safe kept

Foreign exchange representative-

Issue and arrange executive management travelers checques

Order and Provide foreign currency in cash exchange

Exchange Foreign currency into Rand

Provide information on Exchange Control Regulations by Government.

Teller and Enquiries officer –

Provide efficient client service with regard to the following issues

oDeposits-, withdrawals- and transfers of money

Ordering and Handling up of Cheque books,

ATM cards as well completion of relevant banking forms.

Educating clients on how certain products and Electronic

Banking Facilities can be utilized.

AWARDS AND PRIZES

97 August Star of the month at Staff Banking Branch

Best Service Representative for the month of February 2000 SBSA Braamfontein Branch

2001 April Silver Wings Achiever, M-Tel- Customer Service

Liberty Call Centre Agent for the 1st Quarter-2002

High Flyer Award (Maintained Quality Assurance of 90% and above for 3 months continuously)

: Liberty QA for the month- July 2006

REFERENCES

Theo Henegan –

Training Manager – Liberty Life - Tel (011-***-**** or 083-***-****

Dorothy Wittstock –

Activation and Change Management - Liberty Life -Tel 011 408 – 3654

Mariette Van Huyssteen –

Broker Admin Manager:- Verifi- Springpoint Finance -079-***-****/080*-***-***

Paulita Piliso –

Lead Facilitator:- PMI -SA - 021-***-****/ 076-***-****

Gail Kidson –

Project Manager/MSC College for Checkers/Shoprite Customer Care Training -083-***-**** / 043-***-****

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