Director
MCFARLZ Training And Business Solutionz (MTABS)
Total years of experience :13 years, 6 Months
To Market the company and acquire business
Maintain and manage existing customers
Provide training on various products, services and processes
Provide post implementation activities such as on-site support to clients and staff that have been trained
Assess and analyse emerging businesses and provide solutions based on outcomes of assessments
Manage administrative duties
Conduct needs analysis
Compile monthly reports
Attend to files and data that needs to be captured
Identify new opportunities for business growth
Promote the business so as to attract new clients and potential investors
Ensure that policies are adhered to and enforce where necessary
Provide business advice and solutions to small business that have been identified
Achievements (2015)
Provided customer Service Training to 50 staff members thus far
Conducted Team-building sessions to 3 groups
Provided EMCEE services on 6 occasions and received great feedback
To act as the principal contact person between the Business Unit (BU) and Group Customer Experience (GCE). Translate the GCE service strategy and find solutions for the BU in partnership with business to drive service quality throughout the business
Gain an understanding of GCE governance, strategy and value proposition.
Interpret and translate Group Customer Experience strategy into clear deliverables.
Prepare annual service objectives for the division taking cognisance of business strategy.
Communicate and ensure understanding of the SBU’s Customer strategy to all departments.
Develop specific service initiatives tailored to the needs of the respective departments within the SBU.
Create business plans to execute strategy in terms of GCE guidelines.
Monitor and control respective action plans ensuring successful implementation.
Drive participation in group wide rewards and recognition programmes.
Facilitate ad hoc divisional requests for service related information or proposals.
Present Customer Satisfaction Measure (CSM) findings to management and facilitate workshops to address outcomes
Achievements (2014)
.Best performing region for 2013 - 2014 period.
.Most promising champion 2014
Reason for wanting to leave
Retrenched
Implementation and Training Consultant
Responsibilities
Reporting to the Regional Manager.
Project managing all new enhancements / initiatives to be implemented from project inception to project close out.
Presenting reports and demonstrating quality assurance procedures to clients.
Financial Management of project cost expenditure as well as obtaining budget allocation.
To build sustainable key relationships across all channels with stakeholders
Ensure business opportunities are optimized innovatively to ensure consistent market and business share growth across all channels
Ensuring all stakeholders are timeously informed and kept abreast of factors influencing the business.
Ensuring a professionally expected service delivery through pro-active planning.
Promoting the Absa brand and maintaining a professional image at all times by developing specialist required skills.
HR related functions (disciplinary & recruitment).
Achievements (2012)
Customer on-boarding Resolution project lifted the Financial Intelligence Centre Act first pass rate from 35% to over 85%.
Reduced customer product turn-around times in business markets from 3 weeks to 2 days by eliminating paper consumption and introducing an electronic repository.
End to End Electronic fingerprint scanning/ scanning of FICA related documents and Digital signatures.
Teller Cash Recyclers - Money counting, Balancing, and checking for counterfeit notes.
Introduction of Chip Cards into the Banking environment.
Branch Delivery Platform.
Reason for wanting to leave
Address customer needs by providing appropriate banking advice and guidance
Extend customer relationships to relevant parties to address customer needs
Achieve contracted sales targets according to sub-segment objectives
Act as a single point of reference to appropriately channel the customer
Be accountable for end to end sales fulfilment
Selectively acquire potentially profitable customers by converting qualified leads into a sale
Retain, cross-sell and expand utilisation of products and services by converting qualified leads into sales
Execute World Class Management Practices
Identify sales gaps, implement and execute corrective action plans and identify external sales opportunities
Build network relationships with internal and external stakeholders to ensure realisation of clients needs
Ensure effective implementation and support to national and localised sales campaigns
Manage own career and personal development by ensuring product increase knowledge
Form part of Buddy Teams and assist each other with leads
Ensure compliance to the Bank policies and procedures
Sign off and adhere to the applicable Sales and Service Standards
Adhere to legislative requirements e.g. FAIS, Financial Intelligence Centre Act (FICA), Customer Acceptance Screening Application (CASA), Record of Advice (ROA), National Credit Act (NCA ) etc.
Adhere to Sales Audit requirements e.g. outstanding securities, completion of sales registers etc
Ensure fraud is detected e.g. employment documents etc
Ensure customer satisfaction by delivering exceptional customer service
Accurately determine Customer needs through interaction with the client
Log complaints and complements on Customer Care Process (CCP) system as per policy and procedure
Report directly to Head office on the status of in-store card sales, Woolworths credit cards, Loans and Unit trusts.
Visiting all stores in my region, ensuring that application forms and signage is visible and always filled with the necessary documents.
Responsible for driving up-take of new clients to make use of Woolworths Financial services products.
Training staff on how to complete application forms.
Facilitating and co-ordinating customer focus groups.
Ensuring that all sales targets are met.
Identifying opportunities to engage with clients and potential clients.
Assisting customers with sizes and measurements.
Assisting companies who would like to order garments in bulk, by sourcing stock from Head office and other sites. Upon arrival, I contact the client to collect items ordered.
Assisting clients to put wardrobes together (mix and match) Monday to Friday.
Responsible to contact top 100 clients and invite them to customer focus groups.
Setting aside items for clients and placing back on sales floor if not collect within the prescribed timelines.
Conduct comparative shopping at other stores, to see how models are dressed and displayed.
Have a sound understanding of current fashion trends.
Meeting with Management on weekly basis to provide input on how we can better our position in the retail industry.
Management Development Programme
Grade 12 (Matric) Prefect * Professional Courses / Training