jackie smith cv 2014 - v3

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 StreetBrackendownsAlberton1448Gauteng

CONTACT NUMBERS : (082) 395-2216 (Cell) [email protected] (Personal Email)

SALARY : Market Related

_______________________________________________________________________________________________

of 9

mailto:[email protected]


Education Background

NAME OF INSTITUTION : ALBERTON HIGH SCHOOLLEVEL ATTAINED : MatricYEAR COMPLETED : 1985SUBJECTS : English, Afrikaans, Shorthand, Typing, Business Economics

Accountancy

NAME OF INSTITUTION : WITS TECHNIKONLEVEL ATTAINED : Executive Secretarial & Tourism Diploma (1988)

NAME OF INSTITUTION : DAMELINCOURSE ATTENDED : Call Centre Management Diploma (1999)

NAME OF INSTITUTION : FACULTY OF MANAGEMENT EDUCATIONCOURSE 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 INTERNATIONALCOURSE ATTENDED : Staff Supervision and Management (Certificate)

NAME OF INSTITUTION : AIC INTERNATIONALCOURSE ATTENDED : COMPETITIVE CUSTOMER SERVICE (1998)

NAME OF INSTITUTION : ICMICOURSE ATTENDED : INCOMMING CALL CENTRE MANAGEMENT (1999)

NAME OF INSTITUTION : CCNACOURSE ATTENDED : S.A. CALL CENTRE INDUSTRY STRATEGIES (1999)

NAME OF INSTITUTION : FACULTY OF MANAGEMENT EDUCATIONCOURSE ATTENDED : FUNDAMENTAL SKILLS OF MANAGEMENT (2000)

NAME OF INSTITUTION : QEDCOURSE ATTENDED : NQF 4 – 6 ASSESSOR (2008)

NAME OF INSTITUTION : QEDCOURSE ATTENDED : NQF 4 – 6 MODERATOR (2009)

NAME OF INSTITUTION : MSC Education Holdings (PTY) LtdCOURSE ATTENDED : SDF Accredited Skills Programme (SABPP) (2015)

_______________________________________________________________________________________________

of 9


WORK HISTORY

COMPANY : MSC BUSINESS COLLEGE – HEAD OFFICEPOSITION : NATIONAL TRAINING & DEVELOPMENT CONSULTANTBUSINESS SECTOR : LEARNING and SKILLS DEVELOPMENTEMPLOYMENT DATES : APRIL 2015 – CURRENTSALARY : R35,000.00 + Commission - p/monthREASON FOR LEAVING : CONTRACT

ROLES and RESPONSIBILITIES• Develop trainer development programs and coach others involved in training efforts, providing effective

growth and development opportunities.• Develop and maintain communications such as emailing campaigns, bulletin boards and newsletters to

ensure employees have knowledge of events and general information. • Plan, organize, facilitate and order supplies for employee events.

• Develop and monitor spending against the departmental budget.

• Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.

o Plan the implementation and facilitation of activities and events, budget spending, material production

and distribution, and other resources to ensure that operations are managed within authorized budgets.

• Work effectively as a team member with other members of management and the human resources staff.

• Develop, implement, and monitor training programs within the organization, using a variety of media.

• Supervise technical training for staff and conduct follow-up studies of all completed training to evaluate and measure results and modify programs as needed.

• Conduct orientation sessions.

• Develop multimedia visual aids and presentations.

• Evaluate needs of company and plan training programs accordingly.

• Conduct performance evaluations.

• Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

• Manage staff of classroom facilitators and conduct performance evaluations, provide performance feedback.

• Conduct continuing education training and provide leadership development education.

• Build solid cross-functional relationships internally and externally.

• Provide logistical support, course development, delivery, evaluation, process measurements, and cost management.

• Develop the business strategy and build relationships with new corporate client base to grow the MSC Corporate Training Solutions Business Unit (TVET Colleges, PAB, SETA’s etc.).

• Oversee the Contact Centre and BPO Outsourcing Centre in terms of process, productivity and performance as well as exploring new business development opportunities to grow the Contact Centre.

• Assist in the development and implementation and maintenance of all internal training and business development processes and procedures from to on-boarding to Check-Out

o Ensure that all necessary processes are in place to achieve effective, efficient training and development strategy implementation and sustainability.

_______________________________________________________________________________________________

of 9


COMPANY : DALY MORGAN GROUP: New Link Career Skills (Pty) LtdPOSITION : NATIONAL OPERATIONS MANAGERBUSINESS SECTOR : SKILLS & DEVELOPMENTEMPLOYMENT DATES : 1ST FEBRUARY 2014 – 19TH DECEMBER 2014SALARY : R50,000.00 - p/monthREASON FOR LEAVING : CONTRACT ENDED

ROLES and RESPONSIBILITIES

• Manage contractors, developers and key accounts in terms of financials, operations and SLA’s.

• Oversee end to end service delivery by Operations to support the business operations and enhance the customers’ experience.

• Assume full responsibility for the development, implementation and maintenance of all training programmes from on-boarding to check-out.

• Direct and manage all active external training projects to ensure quality and ETQA compliance to guard against project and budget scope creep.

• 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.

• Manage all human resources aspects specific to the business support team, contractors & developers.

• Ensure efficient end to end implementation and maintenance of projects.

• Collaborate with internal and 3rd Parties to develop solutions to comply with project specification.

• Manage project management teams, contractors, suppliers, and other external parties from diverse areas of specialization.

• Develop, implement and maintain processes and systems relevant to the Operations Business Unit &

• To manage projects, both strategic and business impacting and to ensure all set business and strategic targets are met and exceeded.

• Collaborate and managing relationships with, Business Partners, Contractors, Clients as well as internal stake holders within various business areas in the group.

• 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.

• Interpret and analyse management information and statistical reports related to business operation and generate proposed action plans and recommendations.

• Ensure alignment of Operations area’s to budget requirements and manage all operational projects, budgetary requirements and monthly reports.

• 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 delivering projects in time and according to business, partner and customer expectations.

• 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

_______________________________________________________________________________________________

of 9


NAME OF COMPANY : I-FUNDI CUSTOMER SOLUTIONSTYPE OF COMPANY : CONTACT CENTRE TRAINING SERVICE PROVIDERPOSITION : NATIONAL OPERATIONS MANAGER DATES OF EMPLOYMENT : SEPT 2007 – JANUARY 2014SALARY : R45,000.00REASON FOR LEAVING : NEW PROSPECTS

ROLES and RESPONSIBILITES• 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, implement and maintain 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.

• Drive the regular testing of business processes and implement rework programmes as required

• Collaborate with HR, Finance and Marketing to develop and implement change management and training programmes/initiatives.

• Drive best-practice Service Delivery and continuous improvements within specific focus areas.

• Ensure optimum integration and alignment of organizational resources.

• Oversee financial 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 account management, client relationship building and sales within business unit.

• 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

• Contribute, develop & maintain product development and SAQA compliance standards.

_______________________________________________________________________________________________

of 9


• Initiated, implemented, managed and reported on sales campaigns undertaken for accredited / non-accredited clients (funded and self-funded sales opportunities).

NAME OF COMPANY : JACKLIN ENTERPRISESTYPE OF COMPANY : BPO OUTSOURCED CALL CENTREPOSITION : SENIOR CUSTOMER CARE & CALL CENTRE MANAGERDATES OF EMPLOYMENT : SEPT 2004 – SEPT 2007SALARY : R30,000.00REASON FOR LEAVING : REDUCE TRAVELLING TIME

ROLES and RESPONSIBILITIES• 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.

• Developed and maintained weekly/monthly management reporting to International Execo Stakeholders outlining (Targets/ Achievements and Recommendations).

• 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

NAME OF COMPANY : INTERNET SOLUTIONSTYPE OF COMPANY : INTERNET SERVICE PROVIDERSPOSITION : CALL CENTRE MANAGERDATES OF EMPLOYMENT : OCT 1999 – SEPT 2004REASON FOR LEAVING : GROWTH AND DEVELOPMENT

ROLES and RESPONSIBILITIES• Staff management (recruitment & general hr management)

• Implementation and development of customer satisfaction survey process, application & reporting strategy

_______________________________________________________________________________________________

of 9


• 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 KRA’s

• Development & implementation of an on-going soft skills training program

• Monthly staff meetings

• Month end reporting (trend analysis, staff efficiency ratio’s, 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

NAME OF COMPANY : INTERNET SOLUTIONSTYPE OF COMPANY : INTERNET SERVICE PROVIDERSPOSITION : CUSTOMER SERVICE MANAGER DATES OF EMPLOYMENT : AUGUST 1997 – OCTOBER 1999

ROLES and RESPONSIBILITIES• 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

NAME OF COMPANY : BRITTAN HEALTHCARETYPE OF COMPANY : MANUFACTURERS & DISTRIBUTORSPOSITION : CUST. SERVICE SUPERVISORDATES OF EMPLOYMENT : FEBRUARY 1992 – FEBRUARY 1997

_______________________________________________________________________________________________

of 9


LINE MANAGER : Managing Director (ROB MARCONI)REASON FOR LEAVING : GROWTH AND DEVELOPMENT

ROLES and RESPONSIBILITIES• 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.

• 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 manager’s diary

• General office administration

NAME OF COMPANY : DRAKE PERSONNELTYPE OF COMPANY : RECRUITMENT AGENCYPOSITION HELD : TEMP DESK - PERMANENT CONSULTANTDATES OF EMPLOYMENT : JANUARY 1990 – FEBRUARY 1992LINE MANAGER : Chief Executive Officer (GRANT CHANEY)

ROLES and RESPONSIBILITIES• Recruitment, screening and placement of job applicants

• Creating & placing advertisements in newspapers

• Typing of all cv’s 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

_______________________________________________________________________________________________

of 9

jackie smith cv 2014 - v3

Documents