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Training Manager

Candidate: 412364
Available: Available
Location: Ekurhuleni (East Rand)
Gender: Female
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Training Manager
R35000- R40000
30 Days
Coloured
32
412364
Bachelors
Bcom Law

Diploma in Psychology:English, Psychology, Anthropology, Sociology, Philosophy
Bcom Law:Economics, Accounting Principles, Accounting Concepts And Reporting, Mercantile Law, Insolvency Law, Family Law, Private Law, Business Management
Grade 12:English, Afrikaans, Mathematics, Biology, Business Economics , Geography
ISO 13485,ISO 9000,ISO 2000,ISO 22000,Photoshop,ISO 14001,Photoshop CS3,ISO 9004,GAAP,Oracle Financials,HTML,GAAP (POS),ISO 9001,ISO 18001,HTML 5,Oracle,ISO 1996,ISO 2004
Health Insurance:Associate Training Specialist From 2015-04 To Current
Duties
  • Identify training needs by evaluating strengths and weaknesses 
  • Translate requirements into trainings that will groom employees for the next step of their career path
  • Build annual training program and prepare teaching plans
  • Direct structured learning experiences and monitor their quality results
  • Acclimate new hires to the business and conduct orientation sessions
  • Deliver Training course
  • Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
  • Periodically evaluate ongoing programs to ensure that they reflect any changes
  • Stay abreast of the new trends and tolls in employee development 
  • Extensive knowledge of instructional design theory and learning principles
  • Proven ability to master the full training cycle
  • Adequate knowledge of learning management software
  • Familiarity with talent management and succession planning
  • ability to conduct cost – benefit analysis and calculate training ROI
  • sound decision making and organizational skills

 

Training Officer
April 2015

  • Deliver skills (product & systems) training to all Agents
  • Operates within agreed training and meet quality standards
  • Delivers induction training
  • Delivers on-the-job training
  • Designs pre and post training assessments
  • Ensure completion of learning assessments and provides relevant feedback based results
  • Accurately records all learning and development interventions
  • Updates all training material to ensure currency and accuracy
  • Provides management with relevant training reports
  • Ensure training manuals and aids are prepared for training
  • Makes logistical arrangements for training
  • Compiling of WSP documentation for business unit
  • Conduct Soft & Communication Skills training
  • Conduct Product Training 
  • Conduct Systems Training
  • Pre and Post Training Assessments
  • Completion of learning assessments and provides relevant feedback based on results
  • Accurate record of all learning and development interventions 
  • Updates all training material to ensure currency and accuracy
  • Provides management with relevant training reports 
  • Training Need / Gaps Analysis
  • Monthly Assessments
  • Ensures training manuals and aids are prepared for training
  • Creation and developing of Training Manuals
  • Makes logistical arrangements for training (incl. Training Register)

A leading contact center & consumer experience provider:Business Unit Trainer - Shared Services From 2012-10 To 2015-03
Duties
  • Deliver skills (product & systems) training to all Agents
  • Operates within agreed training and meet quality standards
  • Delivers induction training
  • Delivers on-the-job training
  • Designs pre and post training assessments
  • Ensure completion of learning assessments and provides relevant feedback based results
  • Accurately records all learning and development interventions
  • Updates all training material to ensure currency and accuracy
  • Provides management with relevant training reports
  • Ensure training manuals and aids are prepared for training
  • Makes logistical arrangements for training
  • Compiling of WSP documentation for business unit
  • Conduct Soft & Communication Skills training
  • Conduct Product Training 
  • Conduct Systems Training
  • Pre and Post Training Assessments
  • Completion of learning assessments and provides relevant feedback based on results
  • Accurate record of all learning and development interventions 
  • Updates all training material to ensure currency and accuracy
  • Provides management with relevant training reports 
  • Training Need / Gaps Analysis
  • Monthly Assessments
  • Ensures training manuals and aids are prepared for training
  • Creation and developing of Training Manuals
  • Makes logistical arrangements for training (incl. Training Register)

Telecommunications:Call Centre consultant From 2007-01 To 2007-05
Duties
  • Document all inquiries within CRM and assigns case accordingly.
  • Use and interpret multiple systems for customer queries
  • Interpret and understand claim systems
  • Understand and interpret client and provider contracts while working with callers
  • Provided customer satisfaction to both internal and external customers and strives to continuously improve service delivery

Telecommunications:Client Liaison From 2007-06 To 2009-07
Duties
  • Action /resolve all customers queries via the different workgroups and provide feedback to customer on resolution of query telephonically or via sms/email where defined.
  • Resolve the total daily cases received within the standard agreed SLA
  • Resolve the customer complaints referred to management via case management that cannot be handled through the normal escalation channel in accordance with Cell C’s customer standards
  • Respond to & resolve complaints escalated to Consumer Council, Hello Peter, ICASA, Media
  • Understand customer concerns or requests, interpret available information speedily, trouble shoot productively & resolve promptly
  • Ensure customer follow ups are done within departmental SLA to avoid escalations
  • Liaise with relevant departments for support and assistance in query resolution
  • Ensure delivery of superior customer service to maximize customer value
  • Identify opportunities to resolve customer’s query timeously.
  • Conduct a needs assessment to identify, prioritize and resolve customer’s request in accordance to the company’s business rules to reduce churn.
  • Maintain the highest level of professionalism while interacting with customers in such a manner that customer expectations are met and exceeded.
  • Ensure that customers concerns are addressed and resolved within the agreed SLA

 

Indexin
June 2007 – July 2009

  • Creating cases and sending to various departments
  • Initiate contact with existing clients to make a presentation
  • Advise clients on Products and Services
  • Convincing clients to buy in to the upgrade in a subtle manner
  • Resolve Technical and soft queries
  • To be multi-skilled and assist the main stream call centre when the need arise 
  • To liaise with all other relevant departments
  • Dealing with different franchises
  • Performing upgrades and migrations on customer’s accounts 
  • Assisting community chat account holders resolving the encountered problems
  • Booking phones in for repairs
  • Liaising with the IT department concerning customer’s queries

 


Manufacturers:Book Keeping From 2005-01 To 2006-12
Duties
  • Balancing of debtors
  • Reconciling of accounts
  • Sending out of statements
  • Receipting of payments
  • Controlling of petty cash
  • Staff wages
Ekurhuleni (East Rand)
Benoni
English
Afrikaans
Yes
Ekurhuleni (East Rand),Johannesburg (Incl. Northern Suburbs),Tshwane (Pretoria)
Yes
Not Known
Available
Yes
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