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CURRICULUM VITAE
Tracy Lorraine Gardner
Tracy Gardner
52 Chelsea Drive, Durban North, Kwa-Zulu Natal
Telephone: 081 018 2765
Email: [email protected]
PERSONAL PROFILE
I am a 43 year old female currently living in Durban North, KZN recently relocated from
Cape Town. I am highly experienced within the call centre environment, managing
customer services and QA teams as well as managing the training requirements of these
companies. I have also played a key role in the operations of my current company.
My greatest strengths are my abilities to communicate with and uplift people and to
combine that support with training to create effective employees within the company who
grow and improve at whatever they do.
My hobbies include gym and working with animal rescue organisations. I am also planning
on continuing with my degree as soon as possible. I want to grow in my career and be a
strong contributor to my employer’s performance and to the individuals in that
organisation.
CAREER HISTORY
National QA Operations and Training Manager
Hotel Express International (Pty) Ltd
May 2013 – to date
Establishing and managing of decentralised QA team consisting of 18 agents nationwide (currently managing the transition of this team from decentralised model to a centralised model)
Ensuring all calls are QA’d within company SOP time period to meet the quality requirements on all Telesales /non sales /customer care Support the Sales initiatives of the Company without compromising quality or exposing the company to risk Responsible for ensuring that sales processes and outputs conform to internal business process legislation and SLA’s, as well as company and consumer requirements
Ensuring sample checks on all branches are distributed and completed, addressing and communicating all quality issues in each branch with QA agent and manager to resolve
Development of all training material and training thereof
Relationship manager between outsourced branch managers and Head Office
Power user for all admin and CQA on CRM
Identify and initiate best Quality practice and process on the sales floor and within the QA infrastructure
Ensure that planning on QA staff procurement and productivity is managed.
Managing, reporting on, and meeting QA campaign productivity targets, QA department audit and coaching targets and meeting company group QA score mandate as set by management
PCI compliance committee – ensuring company adheres to strict PCI regulations
Managing, reporting on, and meeting : o QA Campaign Productivity Targets o QA Department audit and coaching targets o Company Group QA score mandate as set by Management o Company’s QA Department audit and coaching targets o QA department attendance requirements, to ensure that this is at optimal levels
and all disciplinary issues arising there from are addressed and managed in line with Company policy and procedures.
o QA operational requirements
Compliance feedback, and regular calibration efficiencies and outcomes
Managing, and communicating o problems, solutions, plans and/or other feedback to stakeholders in line with the
department’s requirements o script and form updates as they are received, with urgency, and ensuring that
changes/updates are fully and concisely communicated to QA TL
Managing implementation of new campaigns, including training, as well as staff planning.
Managing and reporting on QA IT support, logger functionality, recording archiving (internal and external), and recording supply on demand
Responsible for overseeing the coordination of the activities within the Quality Assurance department, and monitor and advise on the performance of the quality team, as well as produce data and reports on performance tracking company quality objectives
Managing the QA CMs, TL’s an agents on his/her coordination of QA team performance outputs, productivity, coaching and development management through the QA TL’s as well as ensure that team leader motivation and areas of development are focused on in the individual TL’s weekly
Implement and develop KPI’s in line with this management
Oversee performance management of staff not meeting QA requirements (ongoing feedback and stats) through developed CDP/PIP reporting and management specific to QA department requirements.
Responsible for implementation and maintenance of a Quality Assurance System and Process guide
Facilitate compliance document drafts and compliance management, as well as regular audits on sales team discipline around the established compliance requirements
Training Manager Windscreen Direct (Pty) Ltd May 2012 – April 2013 Reason left – retrenched
Developed and trained all required modules
Training covered: soft skills, systems training, product knowledge, training on the company background and the other departments in the company
Was involved in recruitment and seat profiles
Gave all reports and feedback on the Training department to director/management, Team Leaders and agents directly
Was stand-in team leader on regular basis and also trained all the team leaders,
managed max of 8 people per team
Assisted with Quality Control and DIP checks. All feedback recorded and fed back to the Team Leader and the agent
Training and coaching of new agents during incubation period
Training Manager Plasma Mobile (Pty) Ltd September 2011 – Feb 2012 Reason left – retrenched
Managed, planned and coordinated all training and training materials for 200+ agents in outbound centre
Was involved in recruitment
Assisted with campaign management and team leader duties (max of 15 people per team)
Gave all reports and feedback on the Training department to director management
Store manager Lilex Trading (Pty) Ltd - 7 Eleven franchisee Dec 2010 – June 2011 Reason left – temporary contract
Sales assistant With Attitude CC Aug 2010 – Dec 2010 Reason left – temporary contract
Rental agent Greeff Properties (Pty) Ltd April 2010 – August 2010 Reason left – no basic salary
Fully trained and certified on IQ Accounting and Point of Sale system
Managed 4 stores, responsible for all data capturing for all stores, managed staff, orders and payments
Banking and daily takings
Control of all stock and stock-take
Sales of all products in store
General retail duties
Client liaison
Buying
Orders
Customer Care
Orders for Customers
Assisting wherever necessary
Sales and Marketing Corporate Wise (Pty) Ltd June 2009 – April 2010 Reason left – retrenched
Sales Picasso Headlines (Pty) Ltd June 2008 – June 2009 Reason left – better prospects
Owner Beaute-on-Cavendish Beauty Salon 2003-2007 Reason left – sold business
Chairlady SPCA Witbank 1996-2001 Reason left – started a family
Sourcing of new stock
Securing tenants for rental properties
Following up on lease agreements
Loading and drafting of new leases
Managing maintenance of rentals
Property Inspections
Initially hired as Marketing and Sales Manager
Facilitated training workshops
Trained all soft skills for the company, sometimes bespoke training, i.e, Time Management, Customer Care, Sales, etc for Corporates or public workshops
All cold-calling sales
Sales of Media Advertising Space
Worked on Longevity, Elle, Elle Décor and Medical Publications TLC and more
Researching and finding of leads
Liaising with Editorial Department and obtaining information for any articles in publications
All running of the business
Dealt with all staff issues and customer queries/bookings
Beauty treatments
All purchases
Banking
Accounts and books
Studied in Barcelona
Running of entire centre
Inspectorate duties
Managed all staff
Head of Committee
Fundraising
Promotion, marketing and education and awareness for the SPCA Witbank
Public Speaking, functions, events and AGM’s
All liaisons with NSPCA, Town Council and the Community Chest
All interaction with veterinary surgeons
Customer services – International sales Avnet Kopp (Pty) Ltd 1995-1996 Reason left – got married and relocated back to Witbank with my husband
Buying Assistant Anglo-American Limited 1991-1995 Reason for leaving – relocated to Gauteng
all purchases for the Anglo-Amcoal Collieries
sourcing of all items and negotiating of prices
dealing with the Mine Manager
Used Trade Net to obtain prices and place orders and telephonically
Data Capturing Experience
Scored well in AA Purchasing Exam, over 90%
KEY COMPETENCIES & SKILLS
PROFESSIONAL SKILLS
Organised
Solution-orientated
Handle pressure well
Excellent planning skills
Strong communication skills
Can adapt my training approach to suit different learning types
Can identify trends easily
Excellent problem-solver
Excellent management and leadership abilities
Excellent listening skills
Excellent time management skills
All sourcing and buying of electronic components from the Far East
Sales and Customer Care Inbound Queries in Call Centre Environment
Excellent problem solving skills
Excellent coaching/ training skills
P.C Literate- Advanced Word, Outlook and Excel
Exceptional attention to detail
Ability to simplify and communicate problems identified, when recognized, with urgency, as well as following up on outcomes and measuring results in terms of global best business practice.
PERSONAL SKILLS
Patient
Straight-forward
Excellent mediator
Supportive
Hard-working
Patient
ACADEMIC QUALIFICATIONS Matric certificate HG Witbank Convent – Matric completed BA Psychology UNISA Current Assessor, Moderator, Facilitator SETA (Omni) Completed 2010-2011 Personal growth course http://www.lifeline.co.za/training/individual/ Lifeline Completed Course includes topics such as:
Communication styles
Life pressures & coping mechanisms
Trust & self disclosure
The spiritual dimension of our lives
Anger Management
Goal Setting
Personal value systems
Overcoming prejudice and discrimination
Bereavement and loss
Relationships – in all their forms
REFERENCES
Name: Robert Goff
Telephone: 083 6281711
Job title: Director Lilex Trading
Name: Christo Botes Telephone: 082 808 5971 Email: [email protected] Job title: Director Hotel Stay
Name: Kimesh Verma Telephone: 083 845 3772 Email: Job title: Financial manager K2
Name: Grant Strong Telephone: 061 419 3791 Job title: Sales manager Cape Town
Name: Vasco Leite Telephone: 079 892 9512 Job title: Operations & Partnering
manager Hotel Express