Summary
Overview
Work History
Education
Skills
References
Software
Interests
Gaming
Timeline
Generic
Aussious Cabangana

Aussious Cabangana

Learning And Development Coach
City of Johannesburg

Summary

Performance Enhancement Coach and Learning Experience Designer with over 15 years of experience across financial services, insurance, banking, and retail. Expert in leadership development, facilitation, and simulation-based learning. Proven track record of driving service excellence through coaching, auditing, and experiential learning design. Passionate about transforming teams and systems through strategic insight and hands-on innovation.

Overview

16
16
years of professional experience
5
5
Languages

Work History

Learning and Development Performance Coach

Momentum Metropolitan Holdings Limited
11.2023 - Current
  • Facilitated coaching and learning interventions aligned to business needs.
  • Collaborated with Service Managers and Quality teams to identify skill gaps.
  • Conducted individual audits, and developed training plans to improve service delivery.
  • Designed experiential learning content and assessment tools.
  • Conducted individual audits, and developed training plans to improve service delivery.

iStore Sales Coach & Trainer

Core Group Southern Africa
09.2018 - 10.2023
  • Coached staff based on Mystery Shopping results, improving benchmarks by 20%.
  • Facilitated monthly workshops on onboarding, customer experience, and conflict resolution.
  • Managed induction and onboarding for new hires across multiple stores.
  • Maintained and updated learning paths and content on LMS platforms.
  • Delivered performance reports to regional executives and store managers.

Performance Enhancement Coach

Absa Group
10.2015 - 08.2018
  • Led Voice of Customer initiatives and mystery calling programs.
  • Delivered coaching to improve service quality and customer experience.
  • Implemented monthly improvement initiatives, achieving 85% agent benchmark compliance.
  • Supported campaign readiness and colleague education events.

Service Quality Specialist

Absa Group
10.2014 - 10.2015
  • Conducted quality assessments and drove performance improvement strategies.
  • Provided insights and recommendations to management based on SQ failures.
  • Supported incubator sessions and skills zone development.

Quality Assurance

Prime Meridian Direct (Pty) Ltd
11.2013 - 07.2014
  • Assessed insurance-related calls for compliance with TCF and FIAS standards.
  • Calibrated QA assessments and ensured consistency across evaluators.
  • Provided QA support across sales and claims processes.

Facilitator/Assessor

JD Group
03.2012 - 01.2013
  • Conducted needs analysis and facilitated learning workshops.
  • Delivered assessments and provided feedback for learner development.

Quality Assurance Manager

JD Group
06.2010 - 02.2011
  • Led QA for collections consultants, ensuring adherence to standards.
  • Delivered coaching and on-the-job training to improve performance.

Contact Centre Supervisor

Jd Group Supply Chain Service
04.2009 - 06.2010
  • The supervised collections team resolved escalated consumer queries.
  • Conducted training, and supported recruitment and onboarding.

Education

Diploma - Human Resources Management and Services

BMT College
01.2021

National Certificate - General Management, Banking and Financial Support Services

BANK SETA
01.2018

National Certificate - Facilitation Skills

Khulisane Academy (Pty) Ltd
01.2012

Certification - Educational Assessment, Testing, and Measurement

Khulisane Academy (Pty) Ltd
01.2012

Matric - Matriculation

South Coast Academy
01.2004

Skills

Leadership & Team Development

References

0860 369 369, ABSA

011 535 9000, Core Group

Software

Office Suite

Interests

Writing Fiction

Gaming

Deep narrative driven games

Timeline

Learning and Development Performance Coach

Momentum Metropolitan Holdings Limited
11.2023 - Current

iStore Sales Coach & Trainer

Core Group Southern Africa
09.2018 - 10.2023

Performance Enhancement Coach

Absa Group
10.2015 - 08.2018

Service Quality Specialist

Absa Group
10.2014 - 10.2015

Quality Assurance

Prime Meridian Direct (Pty) Ltd
11.2013 - 07.2014

Facilitator/Assessor

JD Group
03.2012 - 01.2013

Quality Assurance Manager

JD Group
06.2010 - 02.2011

Contact Centre Supervisor

Jd Group Supply Chain Service
04.2009 - 06.2010

National Certificate - General Management, Banking and Financial Support Services

BANK SETA

National Certificate - Facilitation Skills

Khulisane Academy (Pty) Ltd

Certification - Educational Assessment, Testing, and Measurement

Khulisane Academy (Pty) Ltd

Matric - Matriculation

South Coast Academy

Diploma - Human Resources Management and Services

BMT College

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