Manager Quality

* ** *

CARMELITA BRANDT

Address: **b Apricot Street, Bonteheuwel, 7764 · Cell number: 079*******

Email: *****.***@*****.*** · Driver’s License: Code B · DOB: 24/09/1982 SKILLS

Administration Skills, Communications Skills, Computer Skills, Problem Solving Skills, Organisational Skills

EXPERIENCE

MARCH 2020 – AUGUST 2020

SUMMATIVE SUPERVISOR [INTEC AND DAMELIN CORRESPONDENCE COLLEGE]

Managing and quality assuring adherence to summative examination logistics policies as well as the management and quality assurance of post-examination processes and post-analysis of summative examination logistics. Managing the Summative Coordinators daily outputs. JULY 2011 – FEBRUARY 2020

STUDENT SUPPORT TEAM LEADER [INTEC AND DAMELIN CORRESPONDENCE COLLEGE]

The effective management of the Quality Assurance and Student Administrative team to ensure that all student queries are effectively and timeously serviced though a single point of contact, with the aim to provide excellent service delivery and improving student satisfaction is met as per defined guidelines. Training of new staff on policies and procedures. Recruitment and selection process of seasonal staff. Ordering of departmental stationery.

Adhoc duties – processing of student enrollments for the Registration Department JANUARY 2008 – JUNE 2011

QUALITY ASSUROR [INTEC AND DAMELIN CORRESPONDENCE COLLEGE]

Ensure quality assurance, adopting methodologies to continuously improve quality. Evaluation and Monitoring of SSD, Collections and NCRA staff. Daily, weekly and monthly Reporting. Coaching and mentoring of Staff. Initiate improvements to Quality monitoring tools.

JULY 2006 – DECEMBER 2007

SENIOR STUDENT ADVISOR [INTEC AND DAMELIN CORRESPONDENCE COLLEGE]

Resolving escalated enquiries from Student Support Staff and Management. Conduct and report on customer service surveys. Ensure customer retention and report on any unresolved queries which was not resolved in one contact session. FEBRUARY 2003 – JUNE 2006

STUDENT ADVISOR [INTEC AND DAMELIN CORRESPONDENCE COLLEGE]

Providing a multi-channel customer experience that delivers a seamless experience across all touchpoints. Ensure customer retention by addressing student queries effectively and ensuring the resolution is communicated in a professional manner and within a single call, with one point of contact. Achieve agreed quality and quantity targets. Compile and submit daily query stats report. Submission of report regarding “walk-in” students. Report on student queries not being resolved in one contact session. Report on success stories.

2 of 2

AUGUST 2001 – AUGUST 2001 [ SHORT TERM CONTRACT]

RECEPTIONIST [EQUIPEX PTY LTD]

Answering of incoming calls, directing calls to the correct department, taking messages administrative duties, filing and drafting quotations EDUCATION

EDU-BUILD INSTITUTE

EARLY CHILDHOOD DEVELOPMENT NQF LEVEL 4

Minimum required credits 140 165 credits obtained

Top 3 Student award received

APPETD ETDP SETA

BUSINESS MANAGEMENT PROGRAMME

Required credits 30

DAGAMS SKILLS DEVELOPING ACADEMY

FIRST AID LEVEL 1

SERVICE MONITOR

QUALITY ASSURANCE AND SKILLS DEVELOPMENT PROGRAMME ROSEBANK COLLEGE

OFFICE ADMINISTRATION DIPLOMA

SPES BONA HIGH SCHOOL

GRADE 12

6 Subjects

REFERENCES

Mr. Craig Aziz INTEC & Damelin Correspondence College

Administrative Support Supervisor 081-***-**** *****.****@***.***.** Miss Ingrid Thorne INTEC and Damelin Correspondence College

Tutor Coordinator 060-***-**** ******.******@***.***.** Mrs. Kuby Moosa INTEC and Damelin Correspondence College

Previous Team Leader 083-***-**** *******@*****.*** Mrs. Heidi Simeon Chaplin INTEC& Damelin Correspondence College

Previous Student Support Manager 072-***-****

Mrs. Lucy Leonard INTEC & Damelin Correspondence College

Previous Student Support Manager 084-***-**** ****@************.**.**

Contact this candidate