Experience

React Surveys

• South Africa
• Market Research
• 1 - 100 Employee

• Area co-ordinator

  • Sep 2011 - Present

  •Delivering of skills training to all field agents in order to ensure their full understanding of the mystery shopping program agreement with the client (product material) •Continuous training and calibration of mystery shoppers to ensure that they are kept abreast of the latest developments of the agreed SLAs with the client •Drafting of pre and post training assessments pertaining to the coordinators •Completion of learning assessments and providing of relevant feedback based on results •Recording of learning and development for all coordinators and field agents •Identifying of training needs where required (pertaining to both soft skills as well as product material) •Responsible for the assigning & full management of all clients for the Mpumalanga, JHB, North West region of Southern Africa as well as Botswana & Namibia •Recruitment, certification & calibration of local field personnel to perform site visits, intercepts, opinion polls for mystery shopping for all clients, Southern Africa •Regular conducting of Quality Assurance of the coordinators’ telephone calls and recommending room for improvement •Building and maintaining of external relationships with the clients •Generating of month end reports to the client within the set deadlines •Identifying and pursuing leads for potential business growth •Ensuring that field agents’ results are reported on time to meet constant client deadlines •Proof reading & extensive editing of client results to ensure accuracy & adherence to program standards •Managing and checking the salaries at the end of every month for all temporary staff and mystery shoppers Managing the whole of the operations, from everything that goes on regarding site visits and responding to queries, dealing with clients complaints, as well as making decisions by applying my skills and knowledge. Finding solutions to any problems that may arise with clients, shoppers and staff. Show less


REACT Surveys Ltd.
• Area co-ordinator

  • Sep 2011 - Present


Frontline Focus International

• Canada

• Senior Area - co-ordinator

  • Jan 2005 - Dec 2008

  Recruit all staff throughout SA, Mozambique, MENA and Australia, manage projects basically managing the operation.o Regular cold calling to recruit mystery shoppers (Excellent sales & communication skills are vital for this exercise) o Recruitment, certification & calibration of local field personnel to perform site visits, intercepts, opinion polls for mystery shopping for KFC, South Africa o Responsible for the assigning of KFC stores in the entire Kwa Zulu Natal and countries outside South Africa eg. Botswana, Nambia, Mozambique and Swaziland. o Responsible for the assigning of Pizza Hut stores in Middle East, North Africa. (Saudi Arabia, Oman, Qatar, Bahrain & Kuwait). o Following up of all field visits to client establishments to ensure complete coverage in a timely fashion of the program deliverables o Ensuring that field agents are properly coached and trained o Responding to field agents' queries by telephone, fax, e mail & providing of technical support to agents o Ensuring that results are reported on time to meet client deadlines o Proof reading of client results to ensure accuracy & adherence to program standards o Printing and mailing of shop reports as applicable o Continuous training, coaching and calibration of mystery shoppers o Extensive entering, editing & sending of reports o Assisting with the generating of month end reports o Training & coaching of junior coordinators to ensure their full understanding of the South African market Show less


Parktown
• United States
• Real Estate
• Frontline focus International

  • Jan 2005 - Dec 2008