CV-Nawaal Mohammed

CV-Nawaal Mohammed

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  Nawaal Mohammed 2 BendRoad Ferness Estate Ottery 7800 +27 76 3042 931 [email protected] To whom it may concern, I should like to apply for the position as advertised recently. Please find enclosed my CV for your consideration. I am currently employed at Frank Financial Services as a Sales Team Leader. For the past year and 3 months my main role is to set and meet performance targets for speed, efficiency, sales and quality as well as handling all disciplinary issues within the team. My main focus is creating an excellent sales and customer service environment by coaching quality, sales and soft skills. In the meantime, I would like to focus your attention on the following details. I have had more than 10 years exposure to call centres, starting out as a sales consultant and progressing to more senior roles such as Team leader, Coach and Trainer. I have worked on both National and offshore accounts managing teams of between 15-20 consultants I have acquired skills and knowledge by completing the NQF levels 2, 3 & 4 as well as doing the Train –the – trainer course. I have also done many in house courses which have helped me be effective at my job. One of my strongest abilities is coaching, attending to disciplinary issues and communication; this has helped me gain great results from consultants and employees. I am also able to build good, solid relationships with staff and employees. I believe that my leadership skills make me an ideal candidate for the post advertised within your company and I would appreciate the opportunity to discuss them in greater detail at interview. Thank you for your time. I look forward to hearing from you. Yours Sincerely Nawaal Mohammed +27 76 3042 931
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  NAWAAL MOHAMMED Cell Number:+27 76 3042 931 Email Address: [email protected] Last Updated: April 2014 PERSONAL DETAILS Name : Nawaal Surname : Mohammed Title : Ms. Gender : Female Date of Birth : 28/08/1975 Identity Number : 750828 01900 88 Nationality : SouthAfrican, Coloured Home Language : English Other Language : Afrikaans (Speak, Read & Write) Home Address : 2 Bend Road, Ferness Estate, Ottery 7800 Health : Excellent Disabilities : None Driver’s License : Yes (Code 8) Own Vehicle EDUCATION 1996-1997 Junior Primary Studies (Incomplete) : Cape Town College of Education 1993 Matriculation Exemption : Livingstone High School
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  AWARDS AND ACHIEVEMENTS •Awarded- Dynamic Young Entrepreneur of Choice October 2007 • Awarded- Dynamic Young Entrepreneur of Choice November 2007 • Awarded Best Sales Coach 2007 • Managing Directors Award 2007 • Basic Award – Best Achievement through Achievement, Success & Improvement through Coaching 2008 • Certificate of Appreciation 2011 • Team leader of the Month( TNPS-Customer Satisfaction) October 2014 • Best Team Award( TNPS-Customer Satisfaction) 2014 COURSES ATTENDED • I. T Business Campus- December 2002 • Time Management – Dialogue May 2008 • National Certificate: Contact Centre support ( NQF Level 2) -11th September 2007 • On The Job Coaching ( NQF Level 3) – 31st August 2007 • Coaching Training – Dialogue 2010 • Contact Centre Operations ( NQF Level 4) • Leadership Time Management Module April 2008 • Interpersonal Skills Module- 17th April 2008 • Negotiation Skills Module- 27th May 2008 • Workshop: Industrial Relations ( Facilitating) • Training On Timesheets – Dialogue 2007 • Training on New Master file – Dialogue 2007 • Train the Trainer – Dialogue 2008 • Leadership Training – Feb 2013 • Communication Training – Dialogue 2009 • Consumer Protection Act (Facilitating) - 2011 • Health and Safety- 12 October 2011 • TOPS training ( Management Course)- 2014 IN HOUSE SYSTEMS PACKAGES • I3 ( Telephony system) – Dialogue 2007 • NICE – Dialogue 2007 • Interaction Recorder – Dialogue 2007 • Symposium – Dialogue 2007 • Transact (CRM) – Summer Mobile 2010 • X-lite (Telephony) – Summer Mobile 2010 • Cincom (CRM) – Summer Mobile 2011 • SMAPS (MTN CRM) – Summer Mobile 2012 • HELIOS ( MTN CRM) April 2013 • Future Wealth (Assupol CRM) May 2013 • AVAYA – (Telephony) 2014
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  • CIC businessmanager ( interaction client) 2015 WORKING HISTORY August 2016 - current Company :Frank Financial Services Campaigns : Vodacom Life Insurance Position Held :Sales Team Leader Duties Drive performance and efficiencies • Set and meet performance targets for speed, efficiency, sales and quality • Manage the daily running of the call centre • Liaise with colleagues, team leaders, operatives and third parties to gather information, implement solutions and resolve issues • Adhere to company standards and monitor calls to improve quality, conversion rates, minimise errors, risk and track operative performance • Plan and manage new and enhanced changes (including SQA or calibration outcomes with various departments) • Continuously improve performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialling products • Maintain up-to-date knowledge of industry developments, involvement in networks and keep abreast of technology requirements • Handle the most complex customer complaints or enquiries People • Liaise with HR and Training to plan staff recruitment, manage vacancies, advertising and interviews • Manage staffing requirements to meet demands and scheduling shift patterns • Drive staff performance and reviews – enabling development, identifying training needs and arranging training and coaching sessions • Motivate, retain staff and coordinate remuneration, bonus, reward and incentive schemes • Develop, implement and review core responsibilities and tasks • Ensure adherence to company policies and disciplines Reporting (daily, weekly, monthly and annually) • Analyse reports and performance statistics to make informed business decisions • Forecast and analyse against budget and targets • Maintain and prepare reports for leave, overtime or other impacted statistics that might impact remuneration in time for payroll cut off
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  July 2014– August2015 Company :Media 24 Campaigns : Leisure Books Position Held :Contact Centre Team Leader Duties • Manage the performance of Contact Centre Agents, based on the required number of calls/e-mails/sms/fax, quality of requests logged and resolved as well as escalated • Manage self and team to achieve targets • Resource management • Manage daily operational tasks i.e. unresolved queries, escalations and monitoring of all stats received • Manage the various campaigns and teams within the prescribed standards of customer service in order to reach set targets • Ensure effective communication between internal and external customers • Maintain and administer contact centre systems • Improvement and implement systems, work methods, processes • Collate and report on statistics on contact centre performance to assess the performance of the contact centre • Provide accurate analysis and reporting on a monthly basis, i.e. calls/e- mail/sms/fax statistics, customer queries • Ensure all Contact Centre Agents comply with the necessary policies and procedures - manage staff discipline and attendance • Continuously monitor statistics to track and optimize the performance of the Contact Centre Agents as well as the contact centre as a whole • Implement new projects/ initiatives and department policies and service standards • Develop staff and team management • Product training ( catalogues) • Conduct Monthly performance appraisals • Quality Assessment of calls/e-mails/sms replies to customers
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  02 September 2013– July 2014 Company :Teleperformance Campaigns : Vodafone UK Position Held: : Team Manager Duties • Responsible for leading, managing, coaching, developing & motivating a team of Customer Service Advisers, setting clear and stretching performance goals in line with department KPIs and service levels. • Create an environment where people are energized, engaged through high impact communication and coaching resulting in achievement of team targets in NPS and tNPS. • Responsible for spending 70-80% of time working closely with team members – demonstrating continuous improvement in team / individual performance. • Ensure quality and regulatory requirements are followed by all customer service advisers to ensure FSA and ISO Compliance. • Responsible for performance management of direct reports in line with department and HR guidelines. • Drive personal development for the team through succession planning and performance related pay (where applicable). • Provide an escalation point for complaints and regulatory referrals to assist in the timely resolution of customer queries. • Timesheets • Coaching and feedback sessions weekly • Call Evaluations ( 3 per agent monthly) • Liaise with other departments within Vodafone to resolve account queries, technical and international network related queries. 24th May 2010 – 20th June 2013 Company :Summer Mobile Campaigns : MTN, Heita, MTN Data, Assupol Insurance & Summerclub Position Held :Development Team Leader/Trainer Duties • Manage and motivate the Outbound sales team • Manage the quantity and quality of sales • Compile weekly and monthly sales reports • Manage all outbound team sales activities • Conduct and execute performance management • Monitor and measure productivity
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  Other activities: • Design,develop, implement and facilitation of training, learning & development interventions • The role requires a high level of organizational skill to coordinate all training, development & learning interventions within Summer Mobile and also includes all relevant and related administration functions within specified time frames. • Ensure training rooms are booked and available in advance. Plan ahead for any anomalies. • Ensure all relevant facilitators are booked. Get confirmation from the facilitators on email, which includes dates, times & venues of when and where they are required. • Ensure all training material is the most recent and updated copy, prior to printing material. Have conversations with the facilitators to confirm or provide updated material. • Prepare and complete training manuals with all relevant sections included for the entire training program. • Update training schedule as per the relevant dates and product to be trained on. • Ensure the training room is clean prior to any trainees arriving for training. As the training room is generally locked, arrange with cleaners to vacuum on a regular basis and empty dustbins prior to training start time. • Ensure all equipment in the training room is in working order, including chairs, pc’s & proxima. Complete the required checklist for equipment in the training room on a daily basis. Ensure these completed checklists are filed and kept in HR. • Ensure enough clean flipchart paper is on the flipchart stand including pens. • Ensure both receptions receive a copy of the trainee names via email and hardcopy, including all training dates. • Ensure assessments are printed prior to assessment dates. • Re-writes has to be managed accordingly ensuring that no trainee is allowed on to the operational floor until they have achieved the 80% pass mark. • Ensure rewrites are being completed within one working day. • Ensure training registers are completed daily and all the required information on the document has been completed. Ensure that any absenteeism and no shows are indicated accordingly. • Ensure completion of feedback form by trainees after completion of training, development or learning program and ensure management of information supplied. • An excellent understanding of Summer Mobile, products and services on offer • Attend the required one-on-one sessions with management as and when required. • Implementation of ad hoc tasks as and when required • Coordinate and assist Learners who are currently doing Learnerships through Services Seta • Coach, counsel and develop existing consultants as well as new consultants so as to improve on skills, self and performance • Offer and assist with personal development and skill development using IGROW methodology • Daily coaching offered to consultants on various concerns i.e. personal, behavioral or skill related
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  Reason for leaving:Company Restructure Nov 2009 - Feb 2010 Company : Dialogue Group Position Held : Development Team Leader (Coach) Campaigns : British American Tobacco, Edison,Edcon & Standard Bank Duties • Coach, counsel and develop existing consultants as well as new consultants so as to improve on skills, self and performance • Offer and assist with personal development and skill development • Facilitation & development offered to new consultants on product, selling techniques, objection handling techniques and questioning techniques • Daily coaching was offered to consultants on various concerns i.e. personal, behavioural or skill related. Severe cases were referred to Famsa by the coach. • IGROW coaching method was used to set timelines on development as well as skills related to the task at hand & campaign requirements • Actions on how to improve were agreed upon by both coach and coachee. • Regular meetings were held with management on concerns and solutions were provided by the coach on how to resolve issues • Weekly report was sent to management in the business which reflected consultants’ performance pre & post coaching. Nov 2007- Oct 2009 Company :Dialogue Group Position Held :Sales Team Leader, Medscheme Life One2One Credit Card and Standard Bank Duties • Communicate regular meetings and in a professional manner ( plan and execute e.g. briefings, meetings, workshops, brainstorms) • Compile daily, weekly and monthly reports as required. • Such reports were to be submitted to the Call Centre Manager on time ( deadline driven), must be accurate and professional ( i.e. content correct, branding, font, presentation, templates) • Be flexible and assume Consultant role as required ( i.e. productive on the phone)
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  • Monitor callflow and productivity closely and mange exceptions efficiently and effectively i.e. adherence to schedule ( start time to breaks), review shifts and scheduling of team when required • Assess quality adherence and compliance by using set, standard Q.A/ Q.C procedures • Practice PEP ( feedback) protocol- i.e. weekly feedback on performance on the program • Conduct employee counseling( e.g. Poor performance, absenteeism etc) with the aim of correcting behaviour and improving performance • Resolve escalated customer complaints and queries, in conjunction with the process/ script from client/ call centre manager Training: • A list of standard operating procedures are introduced and adhered to once the process description is signed off by the client • The Team Leader follows a step by step process on the “what and how” of the relevant systems • New consultants are then shadowed by existing consultants, under close supervision of the Team leader • Before the new consultants go “Live” a one on one role play will be performed • Identify training requirements on a regular basis within the Team and communicate to Call Centre Manager Liaison and communication: • Liaise and communicate with departments such as I.T, H.R, and Payroll. • Practice a healthy meeting protocol and have regular feedback as well as meetings with the Team and management to discuss and resolve issues or brief and update employees on any new developments Reason for leaving: Promoted to Coach Jan 2006 –Nov 2006 Company :Dialogue Group Position Held :Quality Assurer & Verifier (National & Offshore) Duties • Select calls ( sales & non sales) for investigation in line with SLA + risk signals • Using appropriate grading tools • All auto fails and M calls to be forwarded to Operation Managers and Team Leaders • M List and auto fail trends should be highlighted and seen as High priority • Accurate information to be loaded onto call registers • Call registers had to be accessible to management at all times • Communicate regularly and in a professional manner • Call registers had to be professional and accurate ( i.e. content had to be correct, branding, font, presentation, templates) • Assess quality adherence and compliance by using set, standard Q.C procedures
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  • Resolve escalatedclient ( internal & external) complaints and queries, in conjunction with the process/ script from client/ Q.C manager • Assumption of extra tasks • Quality and standard of reporting – in the correct format, absolute accuracy and relevance ( both internal & external) • Q.C daily registers compiled are compared to daily and weekly trends • Registers are completed on time • Escalate daily complaints, queries or requests from customers to the “ Client” to Q.C Manager & Q.C Team leader with a solution or recommendation • Grading Tools accurately completed • Convene regular meetings with the team and management to discuss and resolve issues or brief and update employees on any new developments • Practice a healthy meeting protocol • Conduct effective 1:1 sessions ( E.g. weekly feedback/ counseling sessions) • As a verifier, I offered customer service to clients as well as retaining sales made by consultants. Reason for leaving: Promoted to Team Leader July 2004 – Dec 2005 Company :Dialogue Group Position Held :Sales Consultant – Edcon Financial Services Duties • Calling consumers from a database provided by the client offering them Funeral and Accident plans. • Establishing the decision makers • Briefly explaining the clients & Dialogues services • Meeting daily targets • Selling accurate information over the telephone • Providing a high level of customer service to clients • answer calls professionally • Respond to customer enquiries • Research required information using available resources • Handle and resolve customer complaints • Provide customers with product and service information • Handling customer objections by providing solutions • Enter customer information • Process orders, forms and applications
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  • Identify andescalate priority issues • Route calls to appropriate resource • Follow up customer calls where necessary • Complete call logs Reason for leaving: Promoted to verifier and Quality Assurer Jan 1998 - Jun 2004 Company : Retail –Bossy Boots, Hippo’s & Jingle Jungle Position Held : Sales Assistant /Assistant Manager Duties • Window dressing • Rosters • Stock Take • House keeping • Training new staff • Liaising with clients • Providing customer service • Opening and locking up of store • Cash up’s CAREER GOALS Short Term Goal My short term goal is to find a position where I can use the knowledge and expertise I have gained throughout my call centre career. I want to participate in the growth and success of the company I work for as well as grow within. Long Term Goal My long term goal is to do a Management course as well as Human Resource Management. This will enable me to gain more acquired skills and broaden my horizon as well as being able to assist employees in dealing with outside issues that affect their capabilities and performance. REFERENCES  Nicky Rheeder ( Program Manager Dialogue Group) +27 83 4159 396
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   Anthea Williams(Human Resources Manager Summer Mobile) +27 78 9340 433  Tauhier Fredericks ( Operations Manager Teleperformance) +27 71 6710 644  Anwar Fortune (Operations Manager Leisure Books) +27 82 2922 708  Zaakir Krotz ( Sales Manager Vodacom) +27 73 1911 836