Darryn John Du Toit
LEAD FACILITATOR
Durban
Summary
Accomplished Lead Facilitator with extensive experience in Learning and Development in the BPO sector. Proven track record in leading, managing, and mentoring facilitator teams to deliver high-quality training. Expertise in designing and implementing comprehensive training strategies aligned with organizational objectives. Skilled in client and stakeholder management, successfully spearheading client integrations and securing new business opportunities. Key competencies include developing and overseeing tailored training programs using diverse methodologies, advanced facilitation skills in classroom, online, and blended learning environments, effective communication and operational alignment between teams and senior management, proficiency in evaluating training effectiveness and integrating innovative learning technologies, and experience managing high-level client interactions and maintaining stakeholder relationships.
Overview
15
15
years of professional experience
2020
2020
years of post-secondary education
Work History
Lead Facilitator
Shadow Careers
06.2024 - Current
- Lead, manage, and mentor a team of facilitators to ensure highquality training delivery
- Develop and oversee the implementation of training strategies aligned with organizational goals
- Act as the primary liaison between facilitators and the Head of Operations to ensure effective communication and operational alignment
- Design and expand comprehensive training and development programs based on organizational and individual needs
- Conduct advanced training sessions using a variety of methodologies including classroom, online, and blended learning
- Develop and implement individual learning plans tailored to participants' needs and career goals
- Evaluate the effectiveness of the training program through rigorous assessment and feedback mechanisms
- Research and integrate new technologies and methodologies in workplace learning
- Present research findings and propose innovative training solutions to enhance program effectiveness
- Handle all client details and information with relevant integrity and confidentiality
- Maintain professional training environments, including facilities, equipment, and materials
- Handle high-level client interactions and manage stakeholder expectations
- Maintain comprehensive reports to meet departmental and client requirements
- Ensure facilitators are up to date with client products, services, policies, and procedures
- Maintain knowledge of changes to client products, services, policies & procedure
- Hosted prospective clients and funders to showcase company capabilities and secure new business opportunities
- Led stakeholder engagement initiatives to foster positive relationships and ensure alignment with organizational goals
- Spearheaded initiating and setting up two major clients, Outworx and Huntswood, within the BPO sector
- Managed the integrated module and ensured seamless operations for both clients
L&D Business Trainer
Webhelp SA
01.2017 - 05.2022
- Developed and delivered targeted business training aligned with KPIs and performance objectives
- Enhanced training materials to meet the dynamic needs of clients
- Collaborated with the L&D Business Partner on comprehensive sitewide training initiatives, including management development projects
- Provided coaching to trainees, focusing on identifying improvement areas and ensuring their success
Sales Assistant/Supervisor
Fossil Accessories South Africa (Pty)
09.2014 - 12.2016
- Conduct daily cash ups to ensure accuracy and accountability
- Oversee staff scheduling and payment to maintain operational efficiency
- Manage stock control to optimize inventory levels and reduce wastage
- Place orders for stock to ensure product availability and meet customer demand
- Implement effective merchandising strategies to enhance product visibility
- Provide exceptional customer assistance to enhance satisfaction and drive sales
- Facilitate communication between branches to ensure seamless operations
- Perform locking and opening store duties to ensure security and readiness
- Replenish Carrol Boyes stock to maintain a well-stocked sales floor
- Organize and manage the stock room to maximize space and accessibility
- Address inquiries and complaints swiftly while monitoring customer service quality
- Serve customers as needed to support a positive shopping experience
- Ensure products are displayed effectively to attract customers
- Verify that all pricing, signage, and displays are accurate and compliant
- Prepare weekly and monthly reports to assess performance and identify improvements
Customer Service/Floor Support
Teleperformance
07.2011 - 07.2013
- Facilitated inter-departmental transfers of international customer queries, enhancing efficiency in issue resolution and support
- Collaborated with service teams to improve standards and share best practices
- Achieved First Call Resolution by providing effective solutions in every interaction
Customer Service Advisor
10.2009 - 01.2011
- Delivered exceptional customer service, consistently adhering to company policies and procedures to enhance customer satisfaction
Education
Certificate of Completion - Train the Trainer
LinkedIn Learning
Certificate of Completion - Public Speaking & Facilitation
LinkedIn Learning
First Aid NQF Level 1 - undefined
First Aid Fire and Safety Training
Health and Safety Representative - undefined
First Aid Fire and Safety Training
Certificate of Completion - Talent Management
LinkedIn Learning
Presentation Software Training - undefined
Effective Teamwork Training - undefined
Skills
Learning & Development
Timeline
Lead Facilitator
Shadow Careers
06.2024 - Current
L&D Business Trainer
Webhelp SA
01.2017 - 05.2022
Sales Assistant/Supervisor
Fossil Accessories South Africa (Pty)
09.2014 - 12.2016
Customer Service/Floor Support
Teleperformance
07.2011 - 07.2013
Customer Service Advisor
10.2009 - 01.2011
Certificate of Completion - Public Speaking & Facilitation
LinkedIn Learning
First Aid NQF Level 1 - undefined
First Aid Fire and Safety Training
Health and Safety Representative - undefined
First Aid Fire and Safety Training
Certificate of Completion - Talent Management
LinkedIn Learning
Presentation Software Training - undefined
Effective Teamwork Training - undefined
Certificate of Completion - Train the Trainer
LinkedIn Learning
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