MS Office 365 Suite
Avril Ryan
Team Leader: Leading & Development
Johannesburg
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
23
23
years of professional experience
Work History
Team Leader: Learning & Development
Rand Mutual Assurance
06.2023 - Current
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Learning & Development Specialist
Rand Mutual Assurance
01.2014 - 06.2023
- Developed library of instructional materials, ensuring consistency in messaging across all departments.
- Established strong relationships with external partners to source relevant industry-specific trainings on regular basis.
- Created detailed reports outlining impacts of learning initiatives on overall business performance showcasing tangible results from L&D efforts.
- Conducted regular needs analysis surveys to gauge areas where additional support was required promoting continuous improvement in staff skills, knowledge, and abilities.
- Designed interactive workshops that fostered collaboration and active participation among team members for better knowledge retention.
- Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
- Supported organizational change initiatives through thorough communication and effective training strategies.
- Aligned training programs with organizational goals, ensuring that learning initiatives directly supported overarching business objectives.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Managed departmental budgets efficiently allocating funds towards impactful resources that supported strategic goals.
- Reduced training costs with the creation of efficient, targeted e-learning modules.
Learning & Development: Cour Material Developer
Production Management Institute (PMI) Pty LTD
02.2013 - 01.2014
- Worked closely with clients to gather requirements and translate them into technical specifications for implementation.
- Continuously updated skills through training courses, workshops, and self-study—staying current on industry trends and emerging technologies.
- Designed intuitive user interfaces, resulting in increased customer satisfaction and engagement.
- Developed comprehensive documentation to facilitate seamless handoff to other team members.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Designed and developed forward-thinking systems that meet user needs and improve productivity.
Facilitator/ RPL Advisor/ Assessor/Contact Centre
Production Management Institute - PMI
08.2010 - 02.2013
- Collaborated with subject matter experts to develop accurate, relevant content for delivery at industry conferences or professional development events.
- Collected and analyzed participant feedback, consistently implementing suggestions for improvement in subsequent sessions.
- Evaluated participant progress through ongoing assessments to ensure mastery of course objectives before concluding each session.
- Maintained current knowledge of industry trends and best practices by attending professional development events, staying informed on new facilitation methods, and adapting them to the unique needs of clients.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Streamlined communication processes, ensuring clients received regular updates on their investments and financial plan progress.
- Improved processes by recommending operational changes.
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
RPL Advisor/ Assessor/Contact Centre Specialist
Prior Learning Centre (PLC)
03.2009 - 08.2010
- Increased client portfolio performance through diligent market research and analysis for optimal asset allocation.
- Negotiated favorable terms for clients when executing transactions or securing loans, maximizing their financial benefits.
- Created and delivered presentations to internal and external stakeholders to showcase work.
- Built and managed relationships with key clients and partners to drive growth.
- Created and managed project plans, timelines and budgets.
- Maintained database systems to track and analyze operational data.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Project Management/Client Services Liaison
Prior Learning Centre (PLC)
06.2006 - 03.2009
- Assisted in the development of training materials for new hires, contributing to a well-prepared workforce ready to serve clients effectively.
- Developed client relationships with consistent follow-ups, ensuring long-term business retention.
- Conducted regular reviews of service performance metrics, identifying areas requiring improvement or adjustments in strategy.
- Managed a diverse portfolio of clients, ensuring personalized attention and tailored solutions.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when needed.
- Served as a liaison between clients and internal teams, ensuring clear understanding of project requirements and expectations from both sides.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Prepared and submitted reports to keep management informed of sales activities and progress.
Customer Service Representative
The Insurance Institute Of South Africa (IISA)
08.2004 - 05.2006
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Tracked individual performance against established targets to ensure consistent progress towards goals.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Recorded accurate and efficient records in customer database.
Fraud Prevention Official
First Rand Bank - Group Forensic Services
10.2002 - 07.2003
- Participated in industry conferences and workshops, staying informed of emerging fraud tactics and sharing best practices with the team.
- Supported the development of robust security measures by working closely with IT personnel to identify system vulnerabilities and recommend improvements.
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
- Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies, resulting in a more secure financial environment for customers.
- Maintained accurate records of all investigations, ensuring compliance with regulatory requirements and facilitating seamless communication between different departments involved in fraud prevention efforts.
- Provided expert knowledge on fraud trends during internal training sessions, enhancing employees'' ability to detect fraudulent activities.
- Reviewed and analyzed daily reports on suspicious activity, utilizing critical thinking skills to identify patterns and prioritize investigations accordingly.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Database Administration
FirstRand Bank (Pty) Ltd
10.2000 - 10.2002
- Managed daily database administration of PeopleSoft.
- Managed computerized HR administration, office systems and databases to collate and analyze data.
- Provided database and system administration involving web and communication components.
- Developed and implemented business administration systems, databases and recording systems to support operational delivery.
- Created and maintained tips and solutions database to assist employees in solving common issues.
- Served as a point of contact for client consultations regarding database design, architecture, and administration tasks.
- Conducted regular audits of database environments for compliance with industry best practices and company policies.
- Assisted clients with performance tuning efforts resulting in improved response times across their applications.
- Analyzed existing processes for potential improvements in terms of efficiency, cost savings or better resource utilization in the area of Database Administration.
- Reduced downtime for critical systems by proactively monitoring and maintaining databases.
Education
Avdanced Certificate Management Practices NQF6
Henley Business School Africa
Johannesburg12.2023
Digital Marketing
WITS University - Digital
Johannesburg12.2019
Moderator - Moderator (Outcomes Based Assessment) NQF 6
Prior Learning Centre (PLC)
Johannesburg 04.2001 -
ODETDP - Occupational Directed Education, Training
Prior Learning Centre (PLC)
Johannesburg03.2013
Diploma in PC Engineering
Damelin Computer School
Johannesburg12.1999
Skills
Coaching and Mentoring
Software
MS Power BI
Timeline
Team Leader: Learning & Development
Rand Mutual Assurance
06.2023 - Current
Learning & Development Specialist
Rand Mutual Assurance
01.2014 - 06.2023
Learning & Development: Cour Material Developer
Production Management Institute (PMI) Pty LTD
02.2013 - 01.2014
Facilitator/ RPL Advisor/ Assessor/Contact Centre
Production Management Institute - PMI
08.2010 - 02.2013
RPL Advisor/ Assessor/Contact Centre Specialist
Prior Learning Centre (PLC)
03.2009 - 08.2010
Project Management/Client Services Liaison
Prior Learning Centre (PLC)
06.2006 - 03.2009
Customer Service Representative
The Insurance Institute Of South Africa (IISA)
08.2004 - 05.2006
Fraud Prevention Official
First Rand Bank - Group Forensic Services
10.2002 - 07.2003
Moderator - Moderator (Outcomes Based Assessment) NQF 6
Prior Learning Centre (PLC)
04.2001 -
Database Administration
FirstRand Bank (Pty) Ltd
10.2000 - 10.2002
Avdanced Certificate Management Practices NQF6
Henley Business School Africa
Digital Marketing
WITS University - Digital
ODETDP - Occupational Directed Education, Training
Prior Learning Centre (PLC)
Diploma in PC Engineering
Damelin Computer School
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