Manager Training

CURRICULUM VITAE OF EMMA TISANE

PERSONAL DATA

Surname : Tisane

Name : Emma

Date of Birth : 02 February 1981

Identity Number : 810**********

Gender : Female

Dependants : Two

Marital Status : Single

Nationality : South African

Home Language : Setswana

Language Proficiency : English, Zulu, Sotho & Afrikaans

Drivers Licence : Code 10

State of Health : Excellent

CONTACT DETAILS

Residential Address : 159 Tsitsi Street

Moroka North

Soweto

1860

Contact numbers : 074-***-****

Email Address : adi7p0@r.postjobfree.com

EDUCATIONAL QUALIFICATIONS

HIGH SCHOOL / TERTIARY EDUCATION

Name of Institution : M.H. Joosub Technical Secondary

Qualification Obtained : Grade 12

Subjects Passed : English 1st Language, Afrikaans, Mathematics,

Accounting & Geography

Year Graduated : 1998

Name of Institution : Dam Business College

Qualification Obtained : Office Computing

Module Covered : MS Word, MS Excel, MS PowerPoint, MS Access

Internet and Email

Year : 2000

Name of Institution : Omni Learning

Qualification Obtained : Facilitation

Modules Covered : Understanding OBED, SAQA NQF levels

Planning and preparation for facilitation

Preparing learning aids and material

Coaching and Mentoring for success

Identifying learners with special needs

Year : March 2012

Name of Institution : Unisa

Qualification Obtained : Programme is Skills Development and Facilitation

Modules Covered : Skills Development Legislation

The Workplace Skills Plan

Implement the Workplace Skills Plan

Reporting on the Workplace Skills Plan

Year : 2017

Name of Institution : Very Cool Ideas

Qualification Obtained : Analyse Training Needs

Modules Covered : Skills Gap analysis

Skills questionnaires

Skills Matrix

Reporting on skills gaps using the NQF,

SAQA, SETA and ETQA structures

Promote a learning culture in the workplace.

Year : July 2017

Name of Institution : Very Cool ideas

Qualification Obtained : Design and Develop Learning Material

Module Covered : Understand a unit standard

Creating a scope document

Using the alignment matrix

Developing the programme strategy

Developing the evaluation plan

Develop the learner and facilitator guides

Year : August 2017

EMPLOYMENT HISTORY

Name of Company : Computer Training Connection

Position : Receptionist

Period of service : November 2000 to January 2001

Reason for Leaving : Temporary Position

Duties :

Typing, daily filing, maintaining accurate and reliable client database

Handling of all telephonic communications

Assist of banking deposits,

Perform Clerical duties

Name of Company : Edcon Financial Services

Position : Debt Collector

Period of Service : March 2002 to September 2005

Reason for leaving : Got Promoted

Duties

Negotiating payments with customers,

Rehabilitate arrear accounts,

Offering customer service and handling queries

Name of Company : Edcon Financial Services

Position : Collections Team Manager

Period of Service : October 2005 to December 2009

Reason for leaving : To join family business

Duties

Auditing the team’s performance and coaching

Compiling productivity reports

Compiling of ER and HR reports for department, source information

Schedule staff

Handling and solving queries

Name of Company : Norman Bissett and Associates

Position : Client Liaison Officer / Resolution Agent

Period of Service : August 2010 to January 2011

Reason for leaving : New role in the training department

Duties

Assist with closure of debtors’ accounts (NSC Book) -Dispute, sequestration, deceased and settlements.

Provide Information in required format (Email, fax, letter)

Provide debtors with settlement letters, handover breakdowns and banking details. Record actions taken on accounts.

Liaise with both the Clients and debtors to resolve queries

Provide accurate feedback and advise on payment profile updates

Name of Company : Norman Bissett and Associates

Position : Training Coordinator and Facilitator

Period of Service : February 2011 till April 2012

Reason for leaving : Accepted a new offer from previous employer

Duties

Develop and maintain portfolio/client product information packs and ensure updates are communicated to the business/stakeholders

Attend client / portfolio meeting, when required, for updates on product information

Provide average QA score, per portfolio, based on agent call audits to team manager once a month for reporting and performance management purposes

Explore systematic and process enhancements for the business in consultation with the software provider and/or management

Ensure constant monitoring and measuring where issues are raised and these are resolved timeously through appropriate escalation processes

Ensure full understanding of the Debt Collection Council Act, National Credit act and Magistrates Court Act and ensures compliance in the call centre environment through the defined quality control processes

Coordinate/plan best practice workshops in consultation with operational management and under the guidance of the Quality and Training Manager

Facilitate best practice workshops, based on known skills gaps identified through call audits/assessments and/or performance management system

Contribute to the development and maintenance of training manuals (product, system, procedure/best practice and soft skills)

Develop, coordinate and facilitate new starter workshops, covering system, procedure (best practice) and product knowledge

Develop, coordinate and facilitate training workshops programmes based on new product information and new system information

Assesses competence of learners after each training intervention, in alignment to assessment strategy, to determine competence/readiness and provides for necessary the remedial action where required

Provide feedback to team managers/area managers on assessment of learners

Ensure all new starters complete the relevant training documentation – training registers & skills matrix

Ensure that all the appropriate documentation is completed at each training intervention e.g. training registers, training reports

Ensure accurate records are kept of all training interventions:

Training record captured on employee VIP profile (skills module)

Files with hard copy original training registers and invoices for training costs (external facilitators, travelling costs to national branches)

Name of Company : Edcon Financial Services

Position : Collections Team Manager

Period of Service : April 2012 till January 2016

Duties

Auditing the team’s performance and coaching

Compiling productivity reports

Compiling of ER and HR reports for department, source information

Schedule staff

Handling and solving queries

Name of Company : Edcon Financial Services

Position : Project Collections Manager

Period of Service : December 2012 to April 2013

Duties

Manage a team of Supervisors

Using collections techniques and resources to rehabilitate accounts.

Monitor departmental targets and ensure that objectives are achieved.

Calculate departments incentives and overtime worked and submit to payroll

Name of Company : Accenture Services

Position : Instructor Senior Analyst

Period of Service : February 2016 till September 2018

Duties

Facilitate functional training. Identify training opportunities.

Facilitate training to new joiners

Assist with roll-on process for new joiners

Facilitate train the trainer sessions on new trainings to the training team.

Schedule the training team on trainings to be conducted using the training calendar

Assist with the completion and reporting of all mandatory trainings.

Liaise with subject matter experts regarding content and approval.

Evaluate training by assessments and compile reports.

Design the departmental curriculum.

Update learning material when required.

Assist with updating the training calendar.

Liase with the training coordinator on external trainings planned

Collaborate with the QA team on a weekly basis

Ensure that updated learning material is uploaded on AKN

Assist with delegations of duties in the training team (2IC)

Assist the coordinator with study assistance applications and contracts

Conduct skills audit and report on findings to the relevant stakeholders

Assist the team with the submission of WSP/ATR and BBBEE score card

Name of Company : Accenture Services

Position : Learning and Development Specialist

Period of Service : October 2018 - Current

Duties

Provide input into and implement Capability Development strategy according to the business/market demands, priorities and Accenture strategy for the respective entity.

Build and maintain strong relationships with sponsors and subject matter experts.

Define curriculum that meets business requirements and is aligned with training financial guidelines

Map existing learning assets, identify capability development needs not met by current assets and create viable plans that effectively address the business needs

Determine whether new assets should be built in-house or procured from external vendors

For vendor assets, assist with vendor relationship management and managing vendor performance. Assist in efforts to select and contract with external vendors when required (leverage Accenture Learning and Procurement where appropriate)

Develop and implement learning assets and programs designed to build the necessary skills (leverage Accenture learning where appropriate)

Track and analyse training expenses against pre-defined budget

Ensure Accenture's required, and priority training programs operate efficiently and meet compliance and attendance targets

Responsible and accountable for service delivery of capability/leadership development programs being delivered across entities and support the actions taken to improve overall quality and effectiveness

Implement communication plans (including both push and pull communication channels) with business leaders to build awareness of various avenues to build capability, such as training, assets and collaboration (leverage Accenture Learning or other shared services where appropriate)

Provide service delivery support for training calendar delivery for the required entity and ensure adequate participation in the calendar events (leverage Accenture learning where appropriate)

Provide input to and implement the knowledge management and collaboration strategies for the entity (leverage Accenture Learning as appropriate),

Track local capability development needs not met by current learning assets, requests and trends; share this information with CoE Solutions and other content owners (as appropriate) to identify future learning assets and capability investment opportunities

Manage the lifecycle of learning assets, determining the need for maintenance and/or retirement

Manage skills development programmes for Accenture Services

Submit the Annual Training Report and Work skills Plan for Accenture Services

Develop and implement a training agenda aligned to the BBBEE objectives of Accenture Services.

ADDITIONAL TRAINING EXPERIENCE

Systems : Davox Collections System

: Excalibur Collections System

: Noble Collections System

: Harmony QA System

: Queue Metrics – workforce management

: Shift Track – Workforce management

: CUBE – Assessment tool

: CUBE - Playbook

REFERENCES

Contact person : Kevin Stevens

Name of Company : Edcon Financial Services

Position : Customer Service Manager

Contact numbers : 076-***-****

Contact Person : Reuben Mudau

Name of Company : Edcon Financial Services

Position : Collections Manager

Contact numbers : 073-***-****

Contact Person : Ingrid Mann

Name of Company : Norman Bissett and Associates

Position : Client Liaison Manager

Contact numbers : 011-***-**** ext 7248

Contact Person : Feroza Fredericks

Name of Company : Norman Bissett and Associates

Position : Quality and Training Manager

Contact numbers : 011-***-****

Contact Person : Mamogale Malatji

Name of Company : Accenture Services

Position : Learning and Development Specialist

Contact numbers : 011-***-**** / 084-***-****

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