Matric Call Centre
Resume:
SKILLS
Leadership Skills
Interpersonal
Communication (giving and receiving feedback model)
People management
Creative Problem Solving
Innovative Thinking
Operations Management
EXPERIENCE
Trainer and Subject Matter Expert (Outbound)
Innovation Group
Ensure staff is trained in line with project plan and go live date and equipped to deliver campaign sales requirements Team leaders and ensure that forward thinking is applied by preparing leave planner for the year in advance.
Conduct gap analysis to assess level of skills
Conduct evaluations upon request and provide feedback to managers in times of risk and client concern
Help employees improve upon or enhance existing skills to deliver the best results for the customer
Set, monitor and assess compliance to quality adherence in terms of processes, scripts, data capture, practices and procedures
Organize and prepare course plans.
Ensure achievement of high standards of product knowledge and adherence to protocols
Assist in conducting general and specific training programs to help workers maintain or improve job skills across all levels
Call evaluation conversations for compliance with corporate policies, procedures, products, and applicable regulatory guidelines are conducted
Proactively report and identify potential failures that might result in financial loss and breach of contract as far as SLA’s and operational technical standards are concerned.
Living the company values
Align all acceptance training to TCF
Train employees for specific jobs
Direct structured learning experiences.
Design progression programs.
Modify training programs.
Design and deliver customer experience initiatives that will drive the business forward
Team Leader (Outbound) Innovation
Group Services August 2014 – February 2018
Manage sales and or service targets in line with business financial and client requirements
Ensure sales consultants are converting leads to sales in accordance with campaign requirements; meet talk time requirements and distribute all
Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the culture
Sales Consultant at 1Life Direct, Johannesburg
March 2013 – June 2014
Offering telephone advice and offering intermediary service to existing customers who have comprehensive insurance.
Capturing and completing medical questions and medical assessments for approval purposes
Applying selling skills to convince customers to buy products or upgrade
Sales Manager at O’Keeffe & Swartz, Johannesburg August 2009 – February 2013
Main duties - Implementation of motivation and sales drives. Ensures attainment of company sales goals. Involved in creating and implementation of motivation and sales drives.
Manage team performance and ensure that Quality sales
Ensure that KPI’s are met and do weekly and monthly reviews
Responsible for the performance and development of the sales consultants.
Prepares action plans for individuals as well as for the team.
Conducts one-on-one review with all agents in team to build more effective communications, to understand training and development needs, and to provide insight for the improvement of sales agents and improved performance
EDUCATION/TRAINING
Sebesta High School, Johannesburg
January 2001 – December 2001
Matric
Completed Matric in 2001
Corner Stone Hr., Johannesburg
April 2006 – May 2006
Call Centre Certificate
Handling of inbound and outbound calls
Call Centre Etiquette skills
Gijima Sales training, Gijima
September 2010 – September 2010
Life Coach, NLP Life Coach Training Academy COMENSA Approved
September 2012 – September 2012
In-house training (Innovation)
Train the Trainer course
Train the Trainers and Facilitators run training courses and workshops
Assessors test others and can award certificates and qualifications
Moderators ensure assessment practices are fair and compliant
Moonstone Institution
RE 5(Representatives)
HOBBIES
I enjoy:
•Reading – business books success stories
•Researching new ideas and ways of motivating people
•Loves spending time with family
ACHIEVEMENTS
Top team leader of the month for couple of months – (Innovation group)
Subject matter expect recognition
Promoted to Trainer role in 2018
Won the CCMG Best Incentive Scheme Award - Aug 2015 – Innovation group – through our drive on the floor
Advance Excel Certificate
Implementation of the entire Business training plan
Creation of reports that we drive Business continuity and structured way of coaching for the entire organization
OBJECTIVE
I have been in the sales industry for the past 11 years and now in my current position I share vast knowledge to increase sales productivity. I have worked for four companies that has allowed me to gain vast experience as I spent 90% of my time in the sales space where I have managed targets and Lead a diverse team which has achieved outstanding results
I then took an initiative to specialize in product training, enabling the sales team to increase productivity, conversion and sales ratio. I was then given an opportunity to which I grabbed with both hands since my passion lies in changing people’s live by assisting and enabling them to do better daily in the daily duties
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REFERRENCES
•Mrs. Daleen Janse Van Rensburg from Innovation
•Mr. Thato Mokoena from Innovation
•Mr. Amos Matata from O’Keeffe & Swartz
•Mr. Brendan Mogotlane from 1Life
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