Customer Care Manager

Location:

Durban, KwaZulu-Natal, South Africa

Posted:

July 28, 2020

Contact this candidate

Resume:

*. Personal Information

Name: Stacey Hoys

RSA Address: 106 Ogle Road, Austerville, Durban, 4052, South Africa Home: +27-31-468-****

Mobile No: +27-842******

Identity Number: 731***-****-** 8

Gender: Female

Drivers Licence: Code B (Code 8)

Email Address: **************@*****.***

Languages: English, Afrikaans (understand and basic speaking) Current Business:

I am currently serving as an independent contractor in the training and development field. This encompasses facilitating a learnership programme and assessment of learners. I am registered as an accredited coaching and learning development coach as well as an assessor and moderator with the Education and Training Development Practitioner – SA. I also am completing proposal writing as a consultant for an NGO. 2. Employment History

3.1Name of Institution: Africa Alliance of YMCAs – (Kenya -based) Position: Programmes Manager

Key Responsibilities Project management and coordination Planning, implementation, coordination, management and report-writing of multi- country Youth learning exchange programme consisting of 6 African countries and Norway

Development and facilitation of the hosting programme for young people on the learning exchanges

Planning, implementation, coordination, management and report-writing of a Transformative Management programme between Zambia and Kenya Monitoring and evaluation of programmes

Proposal writing

Youth and organisation coaching, development and support Development and facilitation of training programmes Development of training materials

Proofing and development of knowledge management products for local associations support

Support in implementing knowledge management processes and products Stakeholder networking and resource mobilisation

Supporting research frameworks for research implantation and coordination Programme facilitation and support

Project Financial control

Other Position occupied: AAYMCA Communications, Knowledge Management and Youth Leadership Officer Period: Oct 2016 to December 2017

Key responsibilities Communications coordinator and content creator Developing articles, letters, statements, communiques for profiling news about the YMCA on the website and for the General Secretary of the AAYMCA Editing for website and weekly newsletter

Ensuring YMCA response to current issues and events, is on website and sent to appropriate target audiences

Creative communications for special campaigns

Identifying youth trends and information for the online platform to keep it up to date

Regular social media updating

Event planning and support

Technical support

Collate reports and analyse

Updating major technical aspects of website and online platform and interactive portal

Data base management

Implementing competitions and campaigns.

Leadership initiative assistance

Writing and development of training material as per needs and guidance Assistance with training planning and logistics

Development of products to profile leadership process and success Coordination of mentoring and coaching relationships Knowledge and Innovation Management support

Support in implementing knowledge management processes and products Collating reports and project reviews to create and share knowledge Programme facilitation and support

3.2 Name of Institution: South African Local Government Bargaining Council Position: National Project Training Coordinator

Key Responsibilities: Project management and coordination of national training project for the national local municipalities

Design, develop and monitor project training implementation and work plan to drive the project

Aligning learning and business objectives for the efficacy of the project scope Establishing communications protocols for reporting purposes Risk management

Knowledge management, quality management, procurement and delivery of training resources and materials

Establish and maintain communication processes and protocols at executive level and strategic partner level to ensure training project deliverables Quality management of project scope

Compile and present assessment and reports of training rollout for stakeholders

Report at regional and national project meetings at EXCO and divisional level Project progress

Ensuring the coordination of all administrative requirements Financial administration management for claim processing and tracking Establish and maintain healthy relationship development with stakeholders Design and develop Quality Management Systems manual, policies and procedures for provisional accreditation

Duration: 25 August 2014 - 25 November 2014

25 April 2015 - 31 May 2016

3.3Name of Institution: KZN Network on Violence against Women Position: Program Manager

Key Responsibilities Overall management, coordination of the implementation of social mobilization prevention projects and interventions through community programmes, involving community members, civil society, local government and public sector partners. Training, facilitation and support of individuals, community members, service providers

Collaborate with international umbrella grant management organisations for effective governance processes for successful implementation and completion of funded programs

Develop communications platforms and materials for community collaboration Assessment and reporting of programs to the partner organisations namely USAID, Project Concern International and FHI360

Monitoring and Evaluation (M&E) of the program activities to ensure high quality data and reporting on achievement of targets

Provide input to the communications materials developed for the program and coordinate roles in special events

Coordination of staff responsibilities for reporting purpose Monitor program budget, performance, identify issues, follow up with program staff and sector partners to address issues and report regularly to program partners. Develop and oversee Data management and reporting systems to ensure data quality and respond promptly to Routine Data Quality Assurance (RDQA) action items.

Participation in program evaluation activities per evaluation Protocols. Compile reports for programme reporting for local, national and international stakeholders on programme objectives, activities and indicators. Duration October 2012 to October 2013

Achievements Program implementation deliverables achieved within project scope period in compliance with FHI360 and USAID program objectives and governance procedures

Successful external monitoring and evaluation audit with emphasis on Compliance achieved on program, financial and monitoring key indicators 3.4 Name of Institution: Remote Site Solutions - Zambia Position: Project Manager

Site: Kansanshi Mine PLC - Zambia

Key Responsibilities Implementation, Management and coordination of Project Facilities Operations Selection, Recruitment and training of new employees Operational structures planning and implementation Human Resources Management and Dispute Resolution

Performance management of staff

Training and development of human resources

Payroll administration and financial governance of salaries Establishing management structures

Capacity building of reporting structures

Identify, Marketing and promotion of new business

Successful sourcing of new projects

Establishing, maintaining and sustaining Key Strategic Client Relations Public relations networking with local, government and corporate stakeholders Debit and credit management

Quality Assurance management

Key achievements Awarded additional new project within the year after commencement of the project Passed as a new service provider crucial safety audit with over 80% Partnered with local government to facilitate employment initiatives

(the programme has been successful thus far)

Kansanshi Mine (Zambia) Contract renewed by Client (Kansanshi Mines – First Quantum Minerals) during the highly political change of government Duration February 2011 to March 2012

3.4 Name of Institution Johannesburg Water

Position: Manager: Revenue Contact Centre

Key Responsibilities: Managed Customer service Walk-in centre, Managed the Contact Call Centre inbound and outbound departments, Managed the Quality Management Department and Revenue Feedback Team Overall management of key division performance and operational objectives Period: 2007 - 2008

3.5 Name of Institution: South African Revenue Services (SARS) Department: National Collections Call Centre

Position: Acting Operations Manager

Period: 1 July 2007 - 15 November 2007

Key Responsibilities: Manage Inbound Practitioner Calls Team Leaders Manage Business processes, Escalation procedures, Workflow and Inbound calls operations

Manage dispute resolution within teams

Manage Call Centre Training Needs analysis and Special Projects Capacity Planning and Scheduling

Performance management

Coaching, development and leading

Monitor Quality Assurance, Standards and Processes Staff engagement and networking and development

Motivating and connecting with team for holistic wellbeing and optimum performance

3.6 Name of Institution: South African Revenue Services (SARS) Department: National Collections

Position: Call Centre - Team Leader

Period: 1 July 2003 - 01 July 2007

Key Responsibilities: Manage Call Centre Team Agents

● Manage customer service delivery of Call Centre Team

● Manage debt collections

● Manage quality standards and operations of team

● Manage dispute resolution

● Manage performance & Call centre budget

● Monitor and track performance

● Succession planning to create a culture of learning, growth and skills diversity

● Training, coaching and development of personnel

● Manage feedback to Agents & Operations Manager

Additional Functions: Project management of special projects in two provinces based in Eastern Cape and Free State - RSA

Institute Action Plans according to identified Business needs Prepare Performance Reports for Head Office

Provide assistance with office operational requirements Period: July 2003 - November 2007

3.7 Name of Company: Telkom SA

Department: Credit Control

Position: Senior Credit Controller

Period: 13 April 2001 – 15 June 2003

Achievements: Successfully compromised two fraud syndicates. The potential risk / loss to Telkom were amounting to over R 8 million. 3.8 Name of Company: Telkom SA

Department: Credit Management- Final Accounts

Position: Final Accounts Service Representative

Period: January 2000 – April 2001

3.9 Name of Company: Telkom SA

Department: Accounts, Billing and Collections

Position: Call Centre Consultant

Period: April 1997 – January 2000

3.10 Name of Company: Nedcor

Department: Home Loans

Position: Home Loans Clerk

Period: November 1996 – March 1997

3.11 Name of Company: Nedcor

Department: Home Loans

Position: Data Capturer

Period: October 1993 – October 1996

3.12Name of Company Diskom

Position: Cashier/Stock Controller

Duties: Customer Care

Product scanning and examining

Cash transaction handling

Cash balancing

Stock control and allocations

Train new cashiers

Branding

Period: 1992

3.13 Name of Company Spar (Point Road)

Position: Cashier

Duties: Cashier/Customer Care

Store upkeep and cleaning

Customer care

Marketing and allocations of sale items for price control Period 1992

3.14 Name of Company Mackays Family Supermarket

Position: General Store Assistant

Duties Cashier, Floor support, Maintenance of shelving stocking Summary of Overall Professional Experience

Management: Project/Programme Management

Business Management

Network and Stakeholder Key account management

Knowledge Management

Organisational development

Key product development

Non-profit organisation

Corporate

Governmental

Commercial and Consumer Debt Collections and management Call Centre Operations Management,

Contact Centre

Customer Service

Communications

Social media

Catering and Facilities Management

Collections, Credit Risk Assessment, Credit Control, Third-party Liaison officer

(Legal)

Performance Monitoring

Training, Coaching and Development of Staff

Facilitation

Change Management

Inter-departmental Consultant on Policies and Procedures Investigations of both high level and complex queries Staff engagement, development,

Banking: Data Capturing, Administration, Document Security checking, Refund Processing Training: Program development, coordination and implementation Monitoring, Assessment and Implementation

Key Business Product Knowledge

Operations Systems

Subject to Citizen

Young Advocates for Change

Interpersonal Skills Development

Corporate Ownership and Responsibility

Strategic and Governance Management

Resource and Sustainability Management

Knowledge Management

Facilitator, Assessor and Moderator

Coaching, development and training

Gender Based Violence

Sexual and reproductive health

Zazi program (through John Hopkins University – Brothers for Life) Youth Power Spaces

Retail: Cashier, Stock Control, Customer Care, Marketing and Branding, Price Allocations Escalations, Health and Hygiene

Key Skills: Multi-discipline environmental awareness Commercial awareness

Climate and culture awareness and effective potential harnessing People potential development

Human resource strategic placement

Networking and public relations in various sectors Effective problem-solving

Ability to Prioritise

Self-awareness

Multi-tasking

Learning agility

Calm and patient

Teamwork

Resilient

Communication

Dispute resolution

Ability to influence

Problem- solving

Flexible management style

Diplomacy

Motivator

Management and Leadership

Life Coach

Organisational

Administrative

Analytical

Logical

Well-developed interpersonal skills

Report Writing

Personal awareness

3. Tertiary Education (Certified copies are available) Currently studying a Diploma in Special Needs Education Support Other Qualifications:

2.1 Name of Institution: Isibani Community College Qualifications: Facilitator and Moderator - (Registered with the Education, Training and Development

Authority)

Year : 2013

2.2 Name of Institution: Fundani

Qualification: Assessor - Contact and Call Centre Operations (SAQA Registered) Course: Assessor Contact and Support Service Centres (QED) Year: 2005

2.2 Name of Institution: Institute of Credit Management (1/2/3) Qualification: National Certificate: Credit Management Year: 1999 - 2000

Achievements : Year 2000 - Regional and National South African Credit student 2.4 Institution: University of South Africa (UNISA) Qualification: National Certificate: Business Management Year: 1999

Achievements Distinction- The South African Business World 2.5 Other Qualifications

Service Provider: Connectivity (SETA Accredited)

Qualification: Management Coach

Course: NQF- Level 4- Management Development

Year : 2006

OTHER EDUCATIONAL QUALIFICATIONS:

Name of Institution: Fairvale Secondary School

Highest level passed: Grade 12 (highest level secondary school) Year: 1991

Social Outreach Interest:

I serve as a life coach and counsellor in Youth Development with both the local and community youth. I am proud to mention that I was one of the founding members of the Wentworth Aids Action group initiated in the community which is currently still in operation and provides a vital service to our community. My other community support and participation incorporates social development programs focusing on women and children support and guidance.

I serve as a motivational speaker for social outreach and am an activist involved in our community interests, especially where the health, protection and wellbeing of our people are at risk and compromised. Currently, I am facilitating Leadership training skills for community youth in the local church My passion and personal interests and social outreach involvement include:

● Orphan and vulnerable children

● Youth Development

● Youth Engagement and Rehabilitative initiatives

● Women empowerment

● Counselling on life skills and personal development

● Training

● Networking with organisations and institutions which offer services and products for effective engagement and empowerment of the above-mentioned target groups

● Advocacy and Lobbying for human rights

4 Referees

4.1 Name Nirina Rakotomala

Organisation Africa Alliance of YMCAs

Position General Secretary

Contact ******@**********.***

4.2 Name Mr Bill Govender

Organisation South African Local Government Bargaining Council Position General Secretary

Contact +27-31-201****

4.3 Name Mrs Cookie Edwards

Organisation KZN Network on Violence against Women Position CEO

Contact +27-82-321-****