Jackie Smith CV 2014 - V2

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  1. 1. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Curriculum Vitae for Jacqueline (Jackie) Smith Personal Information SURNAME : Smith FIRST NAME : Jacqueline DATE OF BIRTH : 2nd April 1968 AGE : 46 IDENTITY NUMBER : 6804020045083 MARITAL STATUS : Divorced DEPENDANTS : One (24 Years Old) PHYSICAL ADDRESS : 55 Letaba Street Brackendowns Alberton 1448 Gauteng CONTACT NUMBERS : (082) 395-2216 (Cell) Js68304@gmail.com (Personal Email) SALARY : Market Related _______________________________________________________________________________________________ Page 1 of 9
  2. 2. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Education Background NAME OF INSTITUTION : ALBERTON HIGH SCHOOL LEVEL ATTAINED : Matric YEAR COMPLETED : 1985 SUBJECTS : English, Afrikaans, Shorthand, Typing, Business Economics Accountancy NAME OF INSTITUTION : WITS TECHNIKON LEVEL ATTAINED : Executive Secretarial & Tourism Diploma (1988) NAME OF INSTITUTION : DAMELIN COURSE ATTENDED : Call Centre Management Diploma (1999) NAME OF INSTITUTION : FACULTY OF MANAGEMENT EDUCATION COURSE ATTENDED : Fundamental Skills of Management (2000) NAME OF INSTITUTION : UNIVERSITY OF MANCHESTER COURSE ATTENDED : Business Management Diploma (Dimension Data Sponsored) (2002) NAME OF INSTITUTION : TACK INTERNATIONAL COURSE ATTENDED : Staff Supervision and Management (Certificate) NAME OF INSTITUTION : AIC INTERNATIONAL COURSE ATTENDED : COMPETITIVE CUSTOMER SERVICE (1998) NAME OF INSTITUTION : ICMI COURSE ATTENDED : INCOMMING CALL CENTRE MANAGEMENT (1999) NAME OF INSTITUTION : CCNA COURSE ATTENDED : S.A. CALL CENTRE INDUSTRY STRATEGIES (1999) NAME OF INSTITUTION : FACULTY OF MANAGEMENT EDUCATION COURSE ATTENDED : FUNDAMENTAL SKILLS OF MANAGEMENT (2000) NAME OF INSTITUTION : QED COURSE ATTENDED : NQF 4 6 ASSESSOR (2008) NAME OF INSTITUTION : QED COURSE ATTENDED : NQF 4 6 MODERATOR (2009) NAME OF INSTITUTION : QED COURSE ATTENDED : SDF Training (2011) _______________________________________________________________________________________________ Page 2 of 9
  3. 3. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ WORK HISTORY COMPANY : DALY MORGAN GROUP: New Link Career Skills (Pty) Ltd POSITION : OPERATIONS & PROGRAMME MANAGER BUSINESS SECTOR : SKILLS & DEVELOPMENT EMPLOYMENT DATES : 1ST FEBRUARY 2014 CURRENT REASON FOR LEAVING : CONTRACT Tasks and Responsibilities To manage the contractors, developers and key accounts in terms of financials, operational aspects, service level agreements and maintain relationships. To manage end to end service delivery by Operations to support the business operations and enhance the customers experience and maintain loyalty. Assume responsibility for the full project management scope both in terms of operations and strategic. To manage the business operations at a national level and specific staff to ensure optimal utilization of resources and maintain optimal service levels. To manage relevant business systems in terms of support, quality information and enhancements and management reporting in terms of business performance, CRM and service delivery, etc. To align service delivery to customer by creating a culture of excellence Manage the full human resources activities for the areas specific to the business support team, contractors, developers and subject matter consultants Ensure efficient end to end implementation of approved projects according Project Management Process. To manage project schedules for a range of products to ensure timeous implementation and compliance with the requirements defined. To collaborate with all relevant groups (internal and 3rd Parties) to develop solutions to comply with required project specification Effective management of project management teams from diverse areas of specialization. Key accountabilities Management of the Operations Business Unit & implementation of all relevant processes and procedures To manage and provide high level support to the development of New Link as an independent Business Entity Compile monthly and adhoc reports to clients and New Link Directors To manage projects, both strategic and business impacting To ensure all set business and strategic targets are met and exceeded To manage and empower Operations channels in terms of service support through all applicable resource and service partnerships. Responsible for managing SLAs with contractors, suppliers, and other external parties _______________________________________________________________________________________________ Page 3 of 9
  4. 4. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Responsible for managing sound collaborative relationships with, Business Partners, Contractors, Clients as well as internal stake holders within various business areas in the group. Manage all people related aspects fill line management of teams as specified above Knowledge and training: ensure that all staff specific to their area are equipped to handle all services independently and completely through on-going training, monitoring and implementations of best practices Ensure high productivity levels Operations and Reporting Management Interpret and analyse management information and statistical reports related to full business operation and proposed action plans Ensure alignment of Operations areas to budget requirements Manage and implement operational projects Manage and provide input into budgetary requirements Responsible and accountable for implementing service improvements plans and model changes to support specific customer needs or projects Support the delivery of service and SLA related requests and projects in time and according to business, partner and customer expectation Responsible for the implementation of services changes as and when required, for example changing of services models due to technology, business and product changes Responsible for incident management (anything that impacts the business and customer experience i.e. SETA compliance, project results etc.) as well as seeking resolution and status reporting of these incidents Responsible for problem management i.e., identify and address process issues in service processes Ensure that service levels by Developers and Contractors are proactively managed, maintained and improved. Develop and Implement relevant SLA documents & ensure HR and SETA compliance Monitor trends and provide recommendations in terms of business, products and services improvement /enhancement. Manage operational efficiencies within the New Link business unit. Report on SLA, KPIs and address non-compliance proactively. Maintain professional and operational knowledge by tracking emerging trends within industry looking at the various service models, so as to apply best is class standards and services within our business operations Manage service processes: Ensure that process implemented are designed to enhance customer experience by reducing customer turnaround times, service quality in completing repair services Compile monthly and adhoc reports. Develop Relationships: Create and manage relationships with multiple touch points i.e. SETAs, business partners ,internal stake holders as well as strategic parties that impact business operations. Partner with TVET Colleges, and other business partners to create and develop industry best practice by creating long-term relationships between these parties and New Link. Negotiate at the appropriate level within New Link in order to ensure customer requirements are met and fulfilled. _______________________________________________________________________________________________ Page 4 of 9
  5. 5. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Assume responsibility for the effective development, implementation and management of all processes and systems to ensure optimum customer satisfaction. Ensure risk areas to be minimized and managed. Project Management. Workshop/Meeting organisation and facilitation. Stakeholder Reporting. Accurate, regular and adhoc project reporting to stakeholders. Project administration and documentation. Conflict management. Drawing up and managing project plans and project schedules. Manage change control procedures to ensure key scope changes are escalated and accepted. Effective management of project risks, issues and concerns. The above needs to be achieved through adherence to the methodology defined and adopted within the Group and within New Link business unit. Project Communication and reporting. Ensure that relevant documentation is approved, communicated to all impacted parties as per the process. Collaborate with all relevant groups to ensure correctness of business requirements. Prepare documentation and reports for various levels of Vodacom Management. Conduct regular project meeting with all relevant groups followed up by well documented minutes Ensure timeous and effective escalation should it be require WORK HISTORY NAME OF COMPANY : I-FUNDI CUSTOMER SOLUTIONS TYPE OF COMPANY : CONTACT CENTRE TRAINING SERVICE PROVIDER POSITION : NATIONAL OPERATIONS MANAGER DATES OF EMPLOYMENT : SEPT 2007 JANUARY 2014 TASKS Develop, plan for, implement and take accountability for the strategy and operating model of the Operations Unit, partnering with the Executives: Business, Sales, Finance and ETQA Establish an aligned departmental Balanced Scorecard focused on the implementation, measuring and management of the departmental strategy. Determine the business value chain for Operations and ensure that this value chain is aligned and integrated with the Finance and ETQA business units. Drive the fulfillment of policy generation, acceptance and adherence. Drive policy retention strategies Develop, Implement and Maintain relevant administration processes and records. Ensure that best-practice and fit-for-purpose information technology architecture is established and maintained. _______________________________________________________________________________________________ Page 5 of 9
  6. 6. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Drive the regular testing of business processes and implement rework programmes as required (contractors and staff) In conjunction with the Operations Development, Human Resources and Internal Marketing & Communications functions, develop and implement appropriate change management and training programmes to ensure smooth transition when implementing new/reworked processes. Optimise best-practice Service Delivery and continuous improvements within specific focus areas Ensure optimum integration and alignment of organizational resources Oversee effective financial management, control and budget management on projects and across business units Drive Best-practice governance for learners, employees and contractors Contribute to the development of NQF4 and NQF2 Contact Centre Training material in terms of content, layout, practicability and structure in terms of Assessment & Learner guides, Marking Memorandums, Training Manuals and Portfolio of Evidence Manuals Design and develop PPT presentations & slides for Contact Centre Training Programmes, business proposals and customer presentations Facilitate full and RPL training programmes for NQF2 and NQF4 Contact Centre training programmes nationally for clients such as Vodacom, Nedbank, African Bank, Standard Bank, Direct Channel, DSG etc Drive client ROI figures in terms of account management, sales and ensuring effective cross selling with active key accounts Develop, plan and implement learnerships project programmes across the various programme types to ensure alignment to project, finance and ETQA deliverables Undertake and attend relevant client meetings: Sales, Project Management, Account Management, Networking and Business Development Generate monthly staff performance reports to track service delivery of all contractors Develop, plan for, implement & take accountability for account management, customer service strategy, project deliverables, performance management of staff & contractors in collaboration with sales & marketing units contribute, develop & maintain product development and Saqa compliance standards In collaboration with sales customer database & network around the development of existing and new client base to increase revenue Initiated, implemented, managed and reported on sales campaigns undertaken for accredited / non-accredited clients (funded and self-funded sales opportunities) WORK HISTORY NAME OF COMPANY : JACKLIN ENTERPRISES TYPE OF COMPANY : BPO OUTSOURCED CALL CENTRE POSITION : CUSTOMER CARE & CALL CENTRE MANAGER DATES OF EMPLOYMENT : SEPT 2004 SEPT 2007 TASKS _______________________________________________________________________________________________ Page 6 of 9
  7. 7. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Managed a staff complement of 90 employees (10 administrative staff and 80 call centre agents) Managed new business call forecasting & scheduling requirements (National & International) Implementation of processes and procedures for both existing and new business best practices Develop and Maintain weekly and monthly management reporting to International Suppliers and Execo Members relating to Call Centre & Customer Service Strategic Deliverables Generate monthly staff performance reports to track service delivery of all employees in terms of work efficiency, development and best practice compliance Analysing call stats, trends and managing all related issues (Service Levels, Performance Management, Budgeting Staff skills development and training planning Implemented and managed performance based statistics Established and maintained key account relationships with overseas suppliers/publishers Management presentations to executive directors Developed and implemented KPA performance measurements for call centre & customer service staff Developed automated workflow processes and reduced 90% of paperwork generation as well as bottlenecks and lost correspondence incidents. Determined what PABX and ACD software and equipment we needed to purchase to meet our call flow requirements (Siemens Hipath/Hicomm 400, cost r1.5 million) Managed entire setup and installation of Siemens software (in conjunction with Siemens consultants) Designed office layout and furniture to meet requirements WORK HISTORY NAME OF COMPANY : INTERNET SOLUTIONS TYPE OF COMPANY : INTERNET SERVICE PROVIDERS POSITION : CALL CENTRE MANAGER DATES OF EMPLOYMENT : OCT 1999 SEPT 2004 TASKS Staff management (recruitment & general hr management) Implementation and development of customer satisfaction survey process, application & reporting strategy Workflow process development and implementation for control centre (inbound and outbound call centre) Capacity planning (resource management) Budgeting (control centre & outbound call centre) Call forecasting & staff scheduling (random call volumes) Benchmarking control centre service levels & staff efficiency KRAs Development & implementation of an on-going soft skills training program Monthly staff meetings _______________________________________________________________________________________________ Page 7 of 9
  8. 8. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Month end reporting (trend analysis, staff efficiency ratios, customer satisfaction results, etc) Business requirement analysis (refinement & development) Crm database management (training, data integrity etc) Developed & implemented KPA performance measurement system for call centre and customer care staff Developed & implemented escalation & workflow processes to enhance s/levels and reduce call handling & response times, for entire support group and linked it to KPA system Developed new infrastructure strategy by redesigning areas of responsibility for business unit outputs _______________________________________________________________________________________________ Page 8 of 9
  9. 9. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ WORK HISTORY NAME OF COMPANY : INTERNET SOLUTIONS TYPE OF COMPANY : INTERNET SERVICE PROVIDERS POSITION : CUSTOMER SERVICE MANAGER DATES OF EMPLOYMENT : AUGUST 1997 OCTOBER 1999 TASKS Staff management and workflow process management for customer service & icon mobile departments Month-end stats (terminations, courtesy calls, training feasibility, test accounts and win backs etc.) Month-end management analysis reports on stats and staff development, progress & effectiveness Plan for and undertake relevant staff and business process meetings Development & implementation of procedures and new systems (courtesy calls, win-back options, introductory internet courses, complaints, satisfaction surveys) Customer liaison (telephonic, face to face, written)both negative and positive aspects Controlling the complete termination process with a view to improving retention statistics Motivating for customer refunds via admin manager and handling all related admin work Scheduling of staff for a 24hour environment Manage ACD System in terms of process flow, currency, messaging and functionality Budgets for icon mobile & icon customer service Developed, planned & implemented performance measurement system for customer service unit Developed, planned & implemented a reward & recognition system aligned to KPA performance system for customer retention strategy WORK HISTORY NAME OF COMPANY : BRITTAN HEALTHCARE TYPE OF COMPANY : MANUFACTURERS & DISTRIBUTORS POSITION : CUST. SERVICE SUPERVISOR DATES OF EMPLOYMENT : FEBRUARY 1992 FEBRUARY 1997 LINE MANAGER : Managing Director (ROB MARCONI) TASKS Staff management and training (5 staff members) Customer liaison & trouble shooting (internal/external) Developing and implementing new systems and procedures for customer service department Stock management (placing indents for stock based on requirements). Processing customers stock orders on impact. _______________________________________________________________________________________________ Page 9 of 9
  10. 10. Private and Confidential Jackie Smith (082 395 2216) _________________________________________________________________________________________ Controlled stock back orders and liaised with product managers, stores manager and shipping manager. Applied for all applicable tenders via government gazette publications. Completed tender documents for capital equipment. Typing of all quotations for capital equipment. Booking all travel and hotel arrangements Co-coordinating and organizing all arrangements for the annual sales conference (aprox 30 people). Prepared literature for presentation at conferences. Controlled national sales managers diary General office administration WORK HISTORY NAME OF COMPANY : DRAKE PERSONNEL TYPE OF COMPANY : RECRUITMENT AGENCY POSITION HELD : TEMP DESK - PERMANENT CONSULTANT DATES OF EMPLOYMENT : JANUARY 1990 FEBRUARY 1992 LINE MANAGER : Chief Executive Officer (GRANT CHANEY) TASKS Recruitment, screening and placement of job applicants Creating & placing advertisements in newspapers Typing of all cvs and business proposals Management of stocktaking projects for clients from recruitment of candidates to balancing stock take sheets for submission to clients Attend & contribute to management meetings Branch expenditure reports Client liaison (telephonic and face to face) Order Taking, Problem Solving & Relationship development Management of temporary internal staff Opening and closing of office General office administration Finalising time-sheets and arranging for wages to be paid out Taking orders from customers re: vacancies, undertaking site visits at new clients Assigning new temp jobs to candidates & doing performance follow ups with candidates & clients _______________________________________________________________________________________________ Page 10 of 9