Training Customer Care
Resume:
CURRICULUM VITAE OF
Charity Nothando Nokuzola Dube
Morningside, Durban
4001
Email: *******.******@*****.***
Profile
I embrace diversity, enriched by openness, teamwork, trust and involvement.
I am objective oriented person and a lifelong learner.
Dedicated, Committed, Hardworking & Honest person
I have good communication (verbal & written), interpersonal skills combined with an aptitude to learn and quickly adapt.
I can maintain a high degree of confidentiality
PERSONAL DETAILS
Date of Birth : 1988/05/15
Identity Number : 880**********
Gender : Female
Languages : IsiZulu & English
Health : Good
Drivers Licence : C1
Race : African
Nationality : South African
Marital Status : Single
ABILITIES & SKILLS
Aptitude to work under pressure and priorities
Ability to work voluntary hours if necessary
Knowledge of Persal
Planning, analytic and individual combined with organizational skills
Ability to manage time effectively and meet deadlines
Ability to go beyond the call of duty
Conflict resolution, discipline and grievance procedure
Computer applications: MS Excel, MS Word, MS Access, MS PowerPoint, Internet & E-mail
Decision Making & Problem Solving Skills
Code of Remuneration
Human Resource Practices and Procedures
Administrative skills
Facilitation & Presentation Skills
PRESCRIPT & LEGISLATION
Labour Relations Act, No. 66 of 1995
Basic Conditions of Employment Act No. 75 of 1997
National Skills Development Act No. 97 of 1998
National Skills Development Levies Act No. 09 of 1990
Employment Equity Act No. 1998
Public Service Act No. 29 of 1999
National Qualification Framework & SAQA
2
TRAINING AND COMPETENCE
Financial Literacy for the Workplace Workshop
Immaculate Training Academy
MS Word 2010 Level 1 and 2
MS Excel 2010 Level 1 and 2
MS PowerPoint 2010
Breaking Barriers to entry into Public Service
Customer Care: The Batho Pele Way
PERSAL
Compile WSP
Call Centre Certificate
EDUCATION QUALIFICATION
Last School Attended : Tisand Technical High School Highest Level Passed : Matriculated
Year : 2005
TERTIARY HISTORY
Name of Institution : Umfolozi TVET College
Achievement : N.D Human Resources Management
Year Completed : 2017
Major Subjects : Business Management
Personnel Management
EMPLOYMENT HISTORY
Name of Company : Co-operative Governance and Traditional Affairs (Head Office)
Position Held : HR Practitioner/Officer (Contract) – Skills Development Office Period : 06 March 2017 – 30 March 2020
Duties Performed
i. Assist with implementation of skills programme (Coordinate Training Programmes) IN-HOUSE TRAINING
Assist with identification of training need from the Training Implementation Plan.
Source Service Providers to obtain quotes for training courses.
Ensure Service Provider’s accreditation status and check whether on the Departmental / Provincial Treasury database and ensure completion of Entity Maintenance Form.
Draft submission and obtain the necessary approval from Head of Department.
Invite staff to submit nominations on approved Training Request Form (TRF) and ensure Personal Development Plan indicates training needs.
Arrange venues, equipment, refreshments where applicable.
Confirm logistics of training with all staff attending. EXTERNAL TRAINING (INCLUDING OTP TRAINING)
a. Receive Training Request Form and copy of Personal Development Plan from official indicating required training
b. Peruse course contents to ensure the course is aligned to the job function. c. Ensure Service Provider’s accreditation status and check whether on the Departmental / Provincial Treasury database and ensure completion of Entity Maintenance Form. d. Draft submission to the Head of Department to obtain the necessary approval (to include the approved Training Request Form and Personal Development Plan) e. Notify official who is attending training of approval and logistics. If not approved, inform official accordingly. 3
f. Enrol staff member on the approved training course and obtain confirmation of booking from Service Provider.
g. Obtain invoice and arrange payment.
Then the process to be followed includes:
Obtain course certificate / attendance certificate from Service Provider for distribution to staff after training.
Obtain attendance register from Service Provider and consolidate with attendance list. Defaulters must be dealt with appropriately.
Open and maintain Training File, to include: Training manual, quotes, approved submission, copy of invoice, attendance register, and copy of assessment certificate.
Ensure Career Management file is opened to file training course documents i.e. Training Request Form with PDP and copy of approved submission and Certificate of Attendance.
Update and maintain database.
Process payment.
ii. Assist with coordinating the appointment of Interns and maintaining records a. Drafting of Intern advert and placing of Intern advert in media. b. Provide support to managers with Intern Agreement and all other documents such as banking form, Intern Leave and conditions of service, bi-annual Mentor progress report and Completion of Internship Programme. c. Co-ordinate appointment of Interns and ensure that Interns appointment documents are taken to HRM for appointment on PERSAL.
d. Co-ordinate Intern Induction with Office of Premier and arrange logistics. e. Manage all leave taken by Interns.
f. Maintain Intern Personal and Leave files.
g. Co-ordinate Intern bi-annual and annual performance reports and file on personal files. h. Update and maintain database.
i. Coordinate orientation for newly appointed interns. iii. Process Payments for Training
a. Process requisition for payment in respect of training, study fees, course fees and books, where applicable and obtain approval from Senior Manager: HCD.
b. Submit to Supply Chain Management for processing and to obtain Order No. c. Provide Order No to Service Provider who must issue Invoice which must contain the Order No. d. Obtain Invoice from Service Provider apply the necessary stamp and obtain required signatures. e. Take Invoice to Supply Chain Management for payment. d. Follow up on training payments and queries.
f. Obtain proof of payment (stub) from SCM
iv. Maintain Statistics and update database
a. Compile PSETA reports quarterly and submit to PSETA and Office of Premier on the following:
Training course statistics.
Internship Statistics.
b. Compile Internship statistics for DPSA annually. c. Provide accurate statistics for management reports (HR Planning/ Employment Equity). v. Update Departmental Training Plan
Assist the SDF with the development of Training Plan Assist in developing Workplace Skills Plan and submit Public Services Sector Education and Training Authority reports Development of Workplace Skills Plan
vi. Assist with secretarial function for the Bursary section a. Sort and prepare schedule for all bursary applications b. Sorting of incoming applications
c. Compile database for all external bursary applications 4
d. Assist with the screening of bursary applications to identity suitable candidate e. Contact applicants for the outstanding information missing in their application forms as per attached instruction sheet.
f. Issuing of regret letters to all unsuccessful applicants g. Contact all successful candidates and inform them to come to our offices to sign bursary contracts. h. Compiling submission for approval of students to stay or reside in private accommodation i. Compiling submission for approval of students to change institution e.g. to change from Mangosuthu University of Technology to Durban University of Technology for certain reasons. vii. Coordinate and facilitate ABET Learning Program a. Facilitate ABET programme for internal semi-skilled and/or non-skilled workforce who never had access to further school education. Management of relations with relevant Academic Institutions in conjunction with the Talent Development Manager
b. To facilitate a group of adult learners with confidence and take some initiative within a structured programme.
c. To facilitate learning areas at ABET levels 1-4, depending on choice of electives d. Implementation of Adult Basic Education and training programme e. Maintenance of ABET
f. Maintenance of statistic and provide reports
Name of Company : Hotel Express International
Position Held : Call Centre Agent
Period : February 2013 – March 2014
Duties Performed : Inbound and Outbound duties
REFERENCES
Name of Person : Ms L Madolwana
Name of the Company : Co-operative Governance and Traditional Affairs Position : Acting Deputy Manager- Skills Development Contact Number : 033-*******/ 079*******
Email Address : *****.*********@********.***.**
Name of Person : Mrs Biyela
Name of the Company : Umfolozi TVET College
Position : HRM Lecturer
Contact Number : 035*******/ 078*******
Name of Person : Mr FM Dube
Relationship : Father
Contact Number : 060*******
Contact this candidate