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Customer Service Management

Johannesburg, GP, South Africa
April 21, 2017

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Notable Achievements


+27 83 229 3528

22 Dale Gardens, Douglasdale,

Johannesburg, South Africa




Exceptional interpersonal

communication skills

Change management

Culture change

Values into behaviours

Coaching and mentoring

Leader training/development

Project management

Conflict resolution

Communication strategy

Exceptional slide design and

presentation skills

Crisis communication

Customer service-oriented

Analytical thinker

Process improvement

Strategic planning

Superior verbal and written

communication skills

Distinguished Toastmaster


Richard Riche MBA, DTM

Communication, Change and Engagement Specialist


I am a communication, change and engagement specialist focussing on helping you build a great place you want to work. Sharing a strategy or building a successful team requires clear communication and clear steps to take. Change and engagement don't happen without honest and emotionally intelligent communication. As an executive coach I have helped executives improve their speaking and presentation skills, develop their emotional intelligence and people management skills. I have a proven track record in changing team behaviour, corporate training, conflict management, and customer service. I am experienced in leading, training and intrinsic motivation of teams to improve relationship building, problem analysis and solution development. Designer of the INceive Change management, communication and engagement process. This software supported touch-base embeds culture, acknowledges key talent, increases retention, and drives engagement. I have adapted the process to demonstrate Treating Customers Fairly (TCF) compliance in the financial services sector.

• Masters business Administration MBA - Regenesys Business School Organisational effectiveness, organisational behaviour, leadership, economics, HR management, business accounting, marketing management, financial management, business ethics and corporate governance, project management, research methodology, entrepreneurship, strategic management, research. Dissertation: Employee Engagement Impact on Retention of Leaders

• Project Management DIPLOMA - Executive Education 1993 Planning; WBS; cost estimation and control; time management; communication; feasibility studies; quality control; MIS

• JOURNALISM DIPLOMA - Birnam Business College 1992 Practical journalism; advertising and copy writing; news writing; radio; TV; PR; short stories and legal aspects

• BCompt – UNISA 1987-1990

Accounting I, II, III; Business Economics I, II ; Banking and Management; Economics; Commercial Law; Tax; Statistics

•Communication, Change and Engagement Specialist - One Clear Message Consulting, coaching and training. Change management, employee engagement, building innovative teams, improving interpersonal communication reducing conflict, improving performance feedback, speaking and presentation skills. Designer of the INceive communication, engagement and change management process. Personal passion: Ending data dumps and Death by powerpoint, building human-to-human connection.

• Restaurant manager - Steers Greenacres

Day-to-day running of the restaurant; Achieved best franchise store 1995; Ordering, stock control, staff training, maintenance of standards, local marketing; designing financial reports to meet reporting requirements; training of staff in product knowledge and customer service, dealing with Unions; Quality control Curriculum Vitae

2004 -



1994 -

2004 +27 83 229 3528 Richard Riche MBA, DTM

Communication, Change and Engagement Specialist

Change management, communication and engagement process INceive solves the major challenges associated with sustainable change: Creating a common language

A sense of urgency

Buy-in and engagement of stakeholders

Identifying champions

Chunk it down - The power of incremental change

Creating a culture that supports the change

Management Information (MI) that aids effective strategy delivery +27 83 229 3528 Portfolio +27 83 229 3528 Portfolio

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