Employee Relations Manager
Resume:
Residential Address:
Shallcross, Queensburgh
Durban
4086
Contact Number:
E-Mail:
adhd49@r.postjobfree.com
Nationality:
South African
ID Number:
Date of Birth:
30 August 1988
Marital Status:
Married
Driver’s License:
Code 08
Gender:
Female
Language:
English
Criminal offences:
None
Personal & Professional Profile
August 2018 – Current
Company: Careerbox
Job title: ETQA Officer
Duties & Responsibilities:
Ensure continuous compliance to different departments and stakeholders in the SSETA/ QCTO/ as well as Quality assuring bodies policies and procedures
Monitor workflow and ensure good office administration
Manage ETQA Staff against activities, responsibilities
People Management
Prepare for external moderation / verification and ensure compliance of all projects
Manage external moderation visits and verifications, and follow ups with the SETA ETQA (and certification department)
Ensure registration and compliance of Assessors and Moderators (specific to SETA requirements and maintain currency)
Engage and build SETA/Stakeholder relationships, and ensure the holding of records thereof
Ensuring that the assessment principles and methods are: - o Fair
o Valid
o Authentic
o Current
o Sufficient
A Subject matter expert in: -
o Telecommunications
o Contact Centre’s
o Skills Development
o Learning & Development
Constituent Assessor & Moderator in Contact Centre Operations. Levels 2,3,4 & 5
Constituent Assessor & Moderator in Business Administration. Levels 2,3,4
Constituent Assessor & Moderator against 14 qualifications (list attached)
Quality Management Systems (QMS) – Implementation, monitoring, measurement, and review of internal processes, especially those that affect the quality of the organization's products and services
Ensure that the QMS meets SSETA regulatory requirements
Oversee inspections of materials, ensuring that they meet relevant requirements
Conduct periodic management review meetings.
Procuring of tenders and discretionary grants
Inform the learner about the qualification or unit standard requirements
Support and guide the learner in the collection of evidence
Help the learner plan for the assessment
Conducting TNA’s to assist in developing ATR’s and WSP’s
BBBEE Regulations
Zahira Abdool Kadir
2
Tracking and Management of Company Skill Spend Targets
Inform the learner about the timing of the assessment
Conduct the assessment and give relevant and appropriate feedback
Conduct assessments according to the relevant ETQA/SETA principles and policies
Tracking and Reporting
Stakeholder engagement and client liaison
Personal competence is maintained throughout the assessment process
Design and develop material of all structured learning programmes and qualifications;
Developing of proposals and applying for tenders
Appropriate people are advised of results
Knowledge of current practices associated with the role against which performance is being assessed
Communication with relevant stakeholders and parties involved Reference: ETQA Manager – Lauren Pierce – 062-***-**** March 2018 to August 2018
Company: Careerbox
Job title: Assistant Training Manager
Duties & Responsibilities:
Manage PMS (Performance management Structure)
o Coaching and Development
o Training Observations
o Facilitator behavior and conduct
o Score cards, KPI feedback
o Performance Management
o Payroll
Learner Management of all facilitators
o Attrition
o Stakeholder satisfaction
o Reporting
o Problem Solving
Regular Reporting
o RAG Reports
o Impact & Evaluation Surveys
o Trainer Group Statistics
o Attendance
Facilitator Development
3
o 121’s
o TNA’s and development plans
o Knowledge Test and Skills Sharing
o Upskills
Planning and controlling
o Resource
o Recruit and Train new Trainer
o Forecasting
Manage Projects
o Jobs Fund – Tracking and Reporting
o Intel - Tracking and Reporting
o USAID – Material, delivery, reporting
o BPESA Skills Programs - Material, delivery, reporting Reference: Head of Training - Candy Hayes – 078-***-**** July 2017 to March 2018
Company: Careerbox
Job title: Senior Trainer
Duties & Responsibilities:
Skills Development Facilitator
Assists with planning, implementation and ongoing maintenance of labour relations, employee relations, equal employment opportunity, and diversity and compensation programs.
Youth development training programs
Subject Matter expect in: -
o Contact Centre Operations
o Coaching
o Customer Service
o Sales Skills
o Accent Neutralization
o Admin & Co-ordination
o Reporting and Data Tracking
o Content development
o Intel Computer Foundational training progam
Skills development projects such as ‘SSETA learnerships’
Project Management: -
o Support and assist with Tender applications
o Jobs Fund Project
4
o eThekwini & BPESA Skills Supply Chain Projects
o Explain the quality, time and cost parameter of a project and obtain change request authorisations o Legal Documents
o Measure and plan Projects
o Budgeting
o Tracking of records
o Intel Africa – ‘She will connect’ program
o Use a Graphical User Interface (GUI)-based presentation application to enhance presentation appearance o Use a Graphical User Interface (GUI)-based spreadsheet application to solve a given problem o Use a GUI-based word processor to enhance a document through the use of tables and columns
Manage and support the training team to meet the learning objectives aligned to Careerbox South Africa, CCI L & OD as well as CCI business needs
Facilitation in Skills program - 2 week generic (non-credit bearing) & credit bearing training programs
Skills development projects such as ‘SSETA learnerships’
Conduct Assessments for the accredited training program (SSETA) NQF Level 2,3 & 4
Support in - Quality Management System – ETQA minutes & updates, Manage service level agreement between assessor’s & moderators
External SETA Workshops & Stakeholder Meetings
Conducting Team Upskills
Conduct SSETA Learner Uploads - (LMIS Portal)
Design and Develop competency-based learning material for workplace ready skills program i.e.: o Communication
o Voice and Accent
o Insurance
o Work Readiness
Design and Develop competency-based assessment tools
Manage Graduate Trainee’s, assist in supervising trainers and training groups aligned to HR policies, procedures and resource requirements
Conduct Coaching observations with trainer
New Hire Induction Training
Assist with scheduling
Venue booking
Admin tracking
Learner Management System
Tracking learner Registration forms
Design and develop mechanisms to enhance departmental processes
Assist with Client visits & client liaison
To work with clients and stakeholders to understand the product and learning requirements
Delivery of all required tasks in the specified timescales aligned to business objectives
Call Listening and Call Taking – Contact Centre Specific
Ensure company values and standards are portrayed through effective management of training groups
Motivate and develop trainees to perform at the required standards for both existing and new trainees
Communicate feedback on training groups and material effectively
Work closely with Management to ensure your continuous personal development
Familiarise yourself with all content changes
Assist and support any client request that may arise
5
Flexibility to accommodate specific training requirements (subject matter related content)
Timeous delivery of feedback, comparative reports on all projects as well as Trainer Reports data collection
Assist with the co-ordination & admin roles & responsibilities within the team
Conduct stats analysis & compile reports
Manage the Learner management system, Tracking & Updates In-house System
Live Person
Trio
Cisco
Supervisor console
LMS
Microsoft Programs (Word, Excel & Power point)
Elvis
Knowledge Base
March 2015 to June 2016
Company: Careerbox
Job title: Training Co-ordinator & Facilitator
Duties & Responsibilities:
Design and prepare educational aids within training materials
Facilitate accredited learning programs – NQF Level 2, 3 & 4 within the contact centre operations
Marking & assessing of portfolios
Administration and Co-ordination
Manage and track learner data on the LMS (learner management system)
Completing Assessor facilitator & assessor reports to the ETQA
Manage facilities and equipment
Manage Projects: -
o Accreditation
o FET Application Process
o Tenders
Co-ordinate Team/Client Meetings – Bookings, reservations, lunches, room set-up and equipment needed
Liaise with Services SETA & Other providers
Map out training schedules and maintains training courses and programs
Collects, compiles and report result of evaluation, attendance and training data
Communicates recorded data and reporting as per requirements
Maintains learner tracking process, learner certification and handovers
Develop, Implement & Administers a Learner Management System
Manages training materials & Compliance
Researches training suppliers and materials as needed – including details, costing comparison, and timelines
Orders supplies for training as needed
Support with QMS and updating of minutes and admin policies and processes Reference: Head of Training - Candy Hayes – 078-***-****
6
October 2013 - January 2015
Company: CCI Learning & Development
Job title: Facilitator
Duties & Responsibilities:
CCI Product training and predominantly Career Box. I have trained and developed new recruits over a 2 week a 2-week cycle. These recruits needed motivation as well as workplace skills to seek employment,
Product Knowledge – specific to the client and business request o Work readiness Skills
o Voice and Accent
o Insurance
o Communication
o Sales techniques
o Objection Handling
Corporate skills (workplace ethics & behaviour)
Contact Centre Skills & Behaviours
Soft Skills
o Listening
o Communication
o Accent Neutralization
o Telephone etiquette
o Business behaviours/corporate culture & processes o Questioning
o Rapport building
o Skills practice & role plays
Sales Skills
o Features, advantages & benefits
o Negotiation skills
o Understanding customer needs/wants/buying signals o Objection handling techniques
o Benefit selling
o Closing techniques
Call Handling
Personal Management
Interview Skills
Organizational Culture – aligned to various countries/estates (international)
7
Reference: Hemant Nandrajog – 031 - 2860900
November 2005 – September 2013 – (Total - 8 years) Company: CCI Call Centre
Job Titles: Call Centre Agent (2 years)
Duties & Responsibilities:
• Handle inbound Calls
• Handle outbound telephone calls
• Engage in oral communication with customers telephonically
• Use Mathematics to investigate customer bills and offer a solution
• Comply with service levels as set out in a Contact Centre Operation
• Listen to customers and provide a solution
• Describe features, advantages and benefits of a range of products or services
• Navigate Customer’s account and update changes (systems)
• Take card payments online
• Provide financial advice under supervision
• Identify customers of Contact Centres
• Offer best value for money
• Make Sales to ensure retention of customers and business targets are achieved
• Email Customers
Job Titles: SME – (1 year)
Duties & Responsibilities:
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• Subject matter expert in dealing with customers and queries
• Handle inbound calls
• Handle outbound telephone calls
• Handle escalation queries
• Data Tracking
• Collect and record information queries and requests from customers
• Provide coaching to personnel within a Contact Centre
• Monitor and maintain performance standards in a Contact Centre
• Handle a range of customer complaints in a Contact Centre and BPO
• Describe features, advantages and benefits of a range of products or services
• Navigate Customer’s account and update changes (systems)
• Offer best value for money
• Make Sales to ensure retention of customers and business targets are achieved
• Email Customers
• Perform one-to-one training on the job
Job Titles: Promoted to - Team Manager – Contact Centre Operations (5 years) Duties & Responsibilities:
I have managed a team of 15-20 agents within my period at CCI as a Contact Centre Team Manager. I had the opportunity in working with Great Successful International UK Campaigns like TalkTalk Customer Services, AOL Customer Services, Inbound Sales, TalkTalk Contract Renewal, Vas Back Office & Webchat. My duties included: -
• Monitor and maintain performance standards in a Contact Centre
• Handle inbound & outbound telephone calls – contact centre operations (International)
• Excellent customer service & sales skills
• Excellent telephonic call handling and negotiation skills
• Mentor a colleague to enhance the individual`s knowledge, skills, values and attitudes in a selected career path
• Delivering exceptional customer experience and FCR (first call resolution)
• Develop the employees within their role as agent by being a mentor and a coach
• Working with stakeholders and clients to ensure consistent delivery of performance and results
• Resolved client queries & escalations
• Drive and ensure that operational culture and mentoring across the teams
• Develop a culture of continuous improvement across the campaigns performance, which will deliver enhanced business and employee performance including operational efficiencies
• Achieved daily and monthly targets and KPI’s
• Updating of Reporting and Statistics
• Call Listening & Calibration Workshops
• Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-centre staff
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and technology resources
• Monitor, analyse and plan improvements to call-centre performance
• Coaching Workshops & Seminars
• Payroll processes
• Disciplinary processes (HR)
• Create and monitor Agent KPI's
• Subject Matter Expert in Customer Service & Sales, Coaching
• Conducting Upskills with the agents to improve knowledge and skills
• Induct a new employee
• Recruit and select candidates to fill defined positions References: Campaign Directors - Brendan Arjunan – +27-31-286-****/079-****-*** Hinesh Patel – 031-***-****/ 071*******
James Ramsaroop – 031-***-****/ 071 364455
EDUCATION
Institution: Northmead Secondary School
Qualification: Matric - 2005
Subjects Passed: English (1st language)
Afrikaans (2nd language)
Life Orientation
Mathematics
Accounting
Biology
Geography
Additional Internal Training Courses Attended
• Connected Coaching
• Time Management
• Professional Etiquette
• Train the Trainer
• MI & Reporting Training
10
• Microsoft Office Literate
• INTEL Learn Easy Steps – Basic computer skills
CCI Call Centre - Qualification - NQF level 4 – 71489/ 93996 – Further Education and Training Certificate: Contact Centre Operations - 132 Credits – Results Obtained Trainyoucan
Facilitate using a variety of given methodologies – NQF level 5 (117871) - (10credits) - Results Obtained Knowledge Quest National Certificate: Business Administration Services NQF level 2 (23833)
- (130 Credits)
Results Obtained
Academy of people Development
Design & Develop Outcomes Based Training NQF level 5 (114924, 115753) NQF level 6 (115755) - (30credits) - Results Obtained
TMG
Conduct moderation of outcomes-based assessments NQF level 6 (115759) - (10credits) - Results Obtained
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