Experience

Simply

• South Africa
• Financial Services
• 1 - 100 Employee

• Head of Sales, Recruitment and Sales at Simply Financial Services (life insurance)

  • May 2022 - Present

  Cape Town, Western Cape, South Africa

• Sales Recruiter and Sales Trainer

  • Sep 2020 - Present

  Cape Town, Western Cape, South Africa



Zimele Technologies

• South Africa
• Information Technology & Services
• 1 - 100 Employee

• Training Facilitator

  • Aug 2019 - Sep 2020

  Cape Town Area, South Africa Analyse performance requirement through training needs analyses, skills gap analyses and by consulting with the business units •Identify training needs of the business through the performance management system (Training Needs Analysis and Personal Development Plans) •Recommend suitable development interventions to address any skills gaps identified Design, develop and review learning programmes and learning materials •Research content of learning programmes and other learning… Show more Analyse performance requirement through training needs analyses, skills gap analyses and by consulting with the business units •Identify training needs of the business through the performance management system (Training Needs Analysis and Personal Development Plans) •Recommend suitable development interventions to address any skills gaps identified Design, develop and review learning programmes and learning materials •Research content of learning programmes and other learning interventions in consultation with subject matter experts, where appropriate •Develop learning programmes and learning material in the appropriate format •Update all learning materials and courses menu regularly to ensure that these meet stakeholder requirements •Review feedback from stakeholders regularly and implement their recommendations and suggestions, where relevant •Amend or update changes that are identified through the crèche review or exit interview process to improve skills retention and development Facilitate learning programmes •Facilitate learning programmes and associated interventions in line with the required programme standards •Motivate and inspire learners by using appropriate learning resources •Ensure that facilitation contributes to the development of concepts through participation and provides opportunities to practice and consolidate learning •Select and use facilitation methods that are appropriate to the audience and the agreed learning outcomes. Training administration •Submit monthly training report to the training manager •Assist with the role out and implementation of new policies and procedures when required •Facilitate any other training and development intervention, either soft skills or technical courses as the business requires, in line with the approved training plan •Design and develop appropriate presentation for communications week •Present selected sessions at communications week when required Show less



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Leadership Development Officer

  • May 2017 - Jul 2019

  Cape Town, Western Cape, South Africa Leadership Development, Facilitating, Coaching



HomeChoice International PLC

• Retail
• 1 - 100 Employee

• Training Facilitator

  • Jul 2013 - Apr 2017

  Cape Town, Western Cape, South Africa Facilitating, Coaching, Reporting



HomeChoice Holdings Limited

• Customer Service Associate

  • May 2011 - Jun 2013

  Provide customer service •Appropriately manage customer queries relating to their loans and accounts •Ensure a polite, friendly, efficient and professional service is provided •Take responsibility for each individual call by ensuring that advice is always given in the customer’s best interest •Handle objections appropriately to ensure that positive results are achieved and enhance customer delight •Effectively deal with difficult queries and customers, avoiding formal… Show more Provide customer service •Appropriately manage customer queries relating to their loans and accounts •Ensure a polite, friendly, efficient and professional service is provided •Take responsibility for each individual call by ensuring that advice is always given in the customer’s best interest •Handle objections appropriately to ensure that positive results are achieved and enhance customer delight •Effectively deal with difficult queries and customers, avoiding formal complaints •Improve the customer experience and service delivery by providing excellent customer service Generate revenue •Upsell product offering to new & existing customers in line with required performance standards and targets Efficiency and Productivity •Reach performance targets relating to productivity, adherence, turnaround time, sales and customer service •Be available to take calls by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels •Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to at all times •Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems Quality standards •Focus on “getting it right first time” in order to ensure that correct and precise information is relayed to customers •Capture all details of customer, call log and sales transactions accurately onto the system •Adhere to internal systems, policies, procedures and requirements Show less