Experience

OPEN TO NEW POSSIBILITIES

• South Africa
• 1 - 100 Employee

• Open to new opportunities

  • Sep 2023 - Present



Knights of Columbus

• United States
• Financial Services
• 700 & Above Employee

• Training Specialist, LMS Administrator

  • 2019 - Sep 2023

  • Accountable for the Learning Management System (LMS) for all external and internal training for all existing/new agents.• Develop field force capabilities (skills, behavior, knowledge) to ensure continuous improvement of our field performance/activities to positively influence customer’s behavior, delivering performance and building Knights of Columbus long term business.• Collaborate within all functional departments the training framework, training plan and road map for different roles with clear objectives to be aligned with the competency frameworks.• Organize and deliver field force training programs and in an interactive manner (Podcast or training current/new host) in a timely manner.• Collaborate in the monthly virtual New Agent School monthly.• Attend meetings for new/existing training material to keep current on all functional departments.• Conducts testing of all training material when there are any new update/version/new enhancements being released to the Field Force.• Produce weekly reports to LMS Leadership and all functional departments with training matrix for internal/external employees.• Provide technical assistance, as required, to all Field Force. Show less

• Team Lead, Field Technology Department

  • 2017 - 2019

  • Manage the day-to-day operations of the Field Technology Call Center.• Responsible for weekly reporting of the workflow for the Call Center.o Record and update on-time training metrics: training summary reports, individual training records, etc for management informationo Administration of on-going learning progress and knowledge testso Distribute plans for all training participants seeking active contribution from trainees and managers.• Responsible for creation of new Sales Agents and Administrators to the Field Force within SmartOffice and LDAP.• Oversee all agency changes in the Field Force within SmartOffice. • Provide technical assistance to the Field Force on all applications.• Primary tester for all new and updated version being released to the Field Force.• Author of procedures and work instructions for business programs used by the Field Force.• Evaluated new software and trained on existing upgrades in existing software to remain current in industry standards.o For approved upgraded software systems, managed updated training for all employees.• Collaborated in monthly New Agent School held at Knights of Columbus Supreme Office. Show less

• Department Technician, Field Technology Department

  • 2014 - 2017

  • Collaborated in monthly New Agent School held at Knights of Columbus Supreme Office.• Provide technical assistance to the Field Force on all system applications for human resources.• Install all programs on new and existing Field Force Agent’s laptops. • Tester of all programs for new update/versions released to the Field Force.• Co-contributor to procedures/articles for programs used by the Field Force

• Supervisor Policy, Document Change/Conservation/Social Security

  • 2013 - 2014

  • Supervisor of the Policy Document Change, Conservation & Social Security Division of the Certificate Service Department. • Responsible for daily communication and collaboration with all clients and Knights of Columbus Field Force to manage all day-to-day queries and utilization of validated documentation of all policies and personal documentation (not limited to beneficiary changes, change of ownership, validation of wills and trust/transfer of ownership).• Oversee day-to-day operations of all workflows associated with Policy Document Change, Conservation & Social Security Divisions of the Knights of Columbus.• Primary contact with the Field Force of the Knights of Columbus daily.• Responsible of daily/monthly reports for all validated documentation of beneficiary changes, change of ownership, validation of wills and trust/transfer of ownership.• Attend Monthly Staff Meetings• Responsible for the training of existing/new employees. Show less

• Conservation Clerk/Policy Document Change Clerk, Conservation Division

  • 2011 - 2013

  • Call service representative to the Field Force and members of the Conservation Division• Cross-departmental daily communication on conserving policies and call center triage (Beneficiaries, Absolute Assignments, Hold Harmless and Collateral Assignments)• Cross Trained in Policy Values: RMD’S, Partial Withdrawals, Surrenders. • Collaborated in Cash Values (Ingenium & Life 70), Dictation and Mail Desk

• Mail Clerk/Agency Department

  • 2010 - 2011

  • Responsible for all mail sorting to the Field Force.• Review of all policy inquiries using internal system, Ingenium



New Haven Register

• Newspaper Publishing
• 1 - 100 Employee

• Customer Service Representative

  • 2002 - 2009