J.S JASS

*

CURRICULUM VITAE OF

JENNY SENNIE JASS

SURNAME : JASS

FIRST NAMES : JENNY SENNIE

DATE OF BIRTH : 03 JULY 1982

GENDER : FEMALE

I.D NUMBER 820**********

PHYSICAL ADDRESS : 1244 JAY CRESENT AVENUE

: RABIE RIDGE

: MIDRAND

: JOHANNESBURG

: 1685

NATIONALITY : BLACK

HOME LANGUAGE : ZULU ENGLISH

DRIVERS LICENCE : CODE 10

OTHER LANGUAGES : AFRIKAANS

CONTACT NUMBERS : (C) 079-***-****

E-M AIL ADDRESS : adljst@r.postjobfree.com

EDUCATIONAL HISTORY

HIGH SCHOOL : LIBERTY COMMUNITY SCHOOL

SUBJECTS TAKEN : ENGLISH

: AFRIKANS

: ACCOUNTING

: ECONOMICS

: BUSINESS ECONOMICS

: MATHS

FURTHER STUDIES

INSTITUTTION : POLAPO TECHNICAL

SUBJECTS TAKEN : OFFICE PRACTICE

: COMPUTER PRACTICE

: ADMINISTRATION

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INSTITUTTION VODACOM LADDER OF LEARNING

: MAINTAING CUSTOMER SERVICE

: DATA CHAMPS

: SERVICE SELLING

: CUSTOMER CENTRIC SERVICE EXCELLENCE

: CUSTOMER CENTRIC COMMUNICATION SKILLS

: CUSTOMER SERVICE AND SELLING SKILLS

: CUSTOMER CENTRIC

: CUSTOMER ACQUISITION

: FRAUD AND RISK MANAGMENT

: SUPPLEMENTARY PRODUCTS AND SERVICES

: PREPAID PRODUCTS AND SERVICES

: DATA PRODUCTS AND SERVICES

: PRODUCTS AND CONTRACTS

: INTODUCTION TO DATA

INSTITUTTION TIFFANI CONSULTING COMPUTER TRAINING COURSE COMPUTER TRAINING COURSE

: INTRO TO MS WINDOWS

: MICROSOFT WORD

: OUTLOOK EXPRESS

: INTERNET EXPLORER

: MICROSOFT POWERPOINT

: SALES TRAINING

: EXCEL SPREAD SHEET

: PRODUCT TRAINING

: SYSTEMS TRAINIG

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WORK EXPERIENCE

NAME OF THE COMPANY: FLYSAFAIR

JOB TITLE: Senior Training Administrator

MAIN DUTIES:

Liaise with the Chief Training Captain and Chief Pilot on

matters concerning training activities and requirements;

Liaise with Chief Training Captain and Chief Pilot, relevant

departments, rostering and external providers to ensure that

specific training requirements are met at all times, and that

the relevant training personnel conduct all required checks

and training on time, and as scheduled;

Ensure that the training files and complete documentation

records are kept and maintained for each individual crew

member and technician;

Control the administrative function of the training

administrative personnel, including leave, annual KPI

evaluations and similarly related activities;

Monitor all crew members’ currency and license validity, as

per the Wecoms system and ensure compliance;

Arrange Licenses and Medicals for Crew, Outstations and

Technical staff;

Preparation of documentation, copies of licenses, medicals

and certificates for Crew and the SACAA; Typing up of Weekly

Training Schedule;

Tracking of courses, classroom allocation and all other

required crew training;

Ensuring courses planned are completed and all candidates

have attended and received the necessary certificates and

license inserts;

Correspondence and liaison with external Simulator Training

Correspondence and liaison with external Simulator Training

providers for L382 and B737 fleets relating to slots availability

and reconciliation of invoices.

Ensure compliance to and assist with preparations for

regulatory, IOSA and other relevant audits;

Plan, coordinate and attend monthly, fleet specific and other

required Training meetings;

Compile Weekly and Monthly Reports;

Supervise the activities of subordinates;

General office duties.

WORK PERIOD : 14th February 2019 – Till Date

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NAME OF THE COMPANY: FLYSAFAIR

JOB TITLE: Team leader

MAIN PURPOSE OF JOB: Resolving customer / sales queries & problem solving MAIN DUTIES:

To closely monitor Customer Service Department

To assist with the management and support of the Team leaders, Social Media Consultants and agents, which includes monitoring and correcting both quality and quantity of work

Ensure that teams are trained and equipped to deliver high levels of service

Work with team leaders on quality control

Assist with Roster and Schedule Planning

Reporting on performance and KPIs

Reports: to assist with the compilation of basic Call Centre reports

Ensure that Contact Centre teams are well trained and deliver the best level of service

Ensure that service level agreement turnaround times are met

Ensure that work is of an optimum quality

To feedback to Manager: Customer Care Centre on any recurrent issues that passengers appear to be facing so that these issues may be addressed and corrected at the root cause

To Manage individual customer relations cases, particularly those escalated out of the Contact Centre environment and to resolve these, quickly, fairly and efficiently

To manage the Refund Request Procedure, by checking the validity of the request, the supporting documentation (where necessary), the Financial aspect, before sign off

Customer Relations cases to be resolved with 24 hours, notwithstanding extenuating circumstances, in which case daily updates to customer are required

High pressure environment requiring “always on” performance of team SALES CO-ORDINATION

To assist sales managers and sales staff to resolves all problems or complaints CUSTOMER SERVICE

To give optimal customer satisfaction

Display professional conduct during all interactions with customers.

Always be friendly, polite, patient and helpful.

Ensure optimum level of customer service is given by yourself WORK PERIOD : 1st September 2017 – 14th February 2019 5

NAME OF THE COMPANY : I TALK FINACIAL SERVICES

POSITION : TEAM MANGER (OUTBOUND CALL CENTER) ABSA CAMPAIGN Responsibilities

Motivating and advising reps to improve their performance, as well as hiring and training new sales representatives.

Achieve their objectives through effective planning, setting sales goals, analysing data on past performance, and projecting future performance.

Ensure that the sales department works cross functionally with executives from other departments. For example, they collaborate with marketing to generate new lead sources and expand the target customer base, or with product and research teams to make sure customer needs are met.

People manager:

Recruit

build and nurture a team.

Customer manager: Strategically foster customer engagement.

Set targets, performance plans, and rigorous, objective standards for sales representatives.

Meet with reps one-on-one weekly to review performance, progress, and targets. [Weekly]

Coach individual sales representatives one-on-one through phone work and prospecting help sessions to help them improve sales performance. [Weekly]

Participate in spontaneous sales call rides and planned field days. [ monthly]

Ensure that reps use sales technologies, such as a CRM, correctly.

Plan and implement training programs. Hold regular skills training sessions with internal or external sales trainers. [Monthly]

Plan and preside over weekly sales team meetings. [Weekly]

Hold team building events onsite or offsite. [Monthly]

Recruit, select, on board, and train new sales reps.

Unite the team: Ensure reps work as a positive unit and share their best practices.

Set a good example for the team. Work according to company culture and values, prioritize ruthlessly, use good communication, and deliver results effectively. WORK PERIOD : March 2015 – 31st August 2017

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NAME OF THE COMPANY : AEGISGLOBAL (INBOUND CALL CENTER) POSITION : TEAM MANGER (Home Affairs)

DUTIES

Manage a team of up to 14 CSR’s

To ensure that the campaign runs efficiently from a client business perspective.

To constantly manage and monitor the team to ensure operational efficiency and productivity

To advise the Call Centre Manager of additional motivational, stress management-training requirements.

Conduct daily and weekly team meetings

Motivate, develop & coach

Results focused

Flexible and adaptable style

Escalating cases.

Key Accountabilities

Team Leaders are expected to spend 20% of their day taking escalated calls and 80% divided amongst other team leader responsibilities.

To analyses daily reports and effect improvement plans to alleviate non achievement of SLA’s and targets.

To work closely with the Call Centre Manager to ensure the required staff are in place as and when required

To provide each team member with individual report performance on a daily basis and to highlight issues and concerns.

Assist with scheduling, forecasting and rostering of staff

To conduct coaching and quality monitoring sessions with agents To constantly manage and monitor the team on:

Motivation, training coaching and quality performance. Mentoring. WORK PERIOD : FEBRUARY 2009 – OCTOBER 2016

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NAME OF THE COMPANY : TIFFANI CONSULTING - (OUTBOUND CALL CENTER) POSITION : TEAM MANAGER

DUTIES

Managing a team of 15 call center agents

Make sure that they reach they daily target

Manage the after sales

To constantly make sure that the teams are motivated

Daily meetings

Coaching

Personal Development

Manage a team of 10 administrators

Provide customer care service

Billing

After care sales.

Make sure that they reach they daily target

Manage the after sales

To constantly make sure that the teams are motivated

Daily meetings

Coaching

Personal Development

WORK PERIOD : JANUARY 2004 – JUNE 2015

NAME OF THE COMPANY: SPLASH TECH CALL CENTER

POSITION : CALL CENTER CONSULTANT

DUTIES PERFORMED : TELESALES

: COLD CALLING

: CREATING DATA BASE

: CLOSING DEALS-RACHING TARGET

: FUNCTIONING INDEPENDANTLY

NAME OF THE COMPANY : TOY R US

POSITION : SALES CONSULTANT

DUTIES PERFORMED : PROMOTING TOYS

: ASSISTING CLIENTS IN TH FLOOR

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Reference:

Flysafair: 011-***-****

I – Talk Financial Services: 011-***-****

Aegis Global: 011-***-****

Tiffany Consulting: 078-***-****

Contact this candidate