Lucy Elenor Redelinghuys
Senior Consultant
Kempton Park
Summary
Energetic and client centric CX Coach and Training Coordinator with more than 16 years of experience in the Training and Development, Customer Service and Sales industry ,and well versed in SETA procedures. Qualified ETPD Moderator and Assessor, adept at liaising with merSETA on all aspects of learnership rollouts. Currently employed as Senior CX Consultant at M&M Enterprises, servicing Volkswagen & Audi South Africa, Motus Volkswagen & Audi, Autohaus, McCarthy Volkswagen & Audi, Ford, and Land Rover, through providing on-the-job observations, process adherence, coaching and mentoring, gap analysis, CSI, CEM, LIS, CVP, and CLP process in the Sales and Aftersales Departments. Client and service orientated, with excellent leadership, communication, organisation and administration skills.
Overview
2
2
Languages
3
3
Certifications
25
25
years of professional experience
Work History
Senior CX Consultant
M&M Enterprises (PTY) LTD
04.2010 - Current
- Direct Customer Experience consulting services to assist clients with creating customer experiences that fuel growth
- Act as Change Agent to help promote and enable change
- Provide training management services to optimize training processes, develop and manage training program roll outs, and offer integrated training solutions
- Customer Relations Manager - Autohaus Centurion
- LIS Assist Coaching in dealer for - Audi South Africa
- Provide Process and Customer Service coaching and training for Land Rover, Ford, VW and Audi
- Facilitate Learnership Training and coordination for Nissan and VW
- Coordinate and rollouts of learnerships
- Facilitation of the Automotive Sales and Support Services learnership
- Assessed and moderated learnership material and POE’s for the NLRD 64289 qualification
- Facilitate workshops to assist with POE’s
Skills Training Coordinator
Volkswagen & Audi SA
01.2009 - 03.2010
- Conducted and analysed training needs at Audi and Volkswagen dealerships and manage budget to make training financially viable
- Facilitated training initiatives in terms of induction, change management, and internal support
- Secured suitable training venues for inductions and training sessions
- Liaised with regional trainers on training dates, diary management, venues, and managed travel arrangements and accommodation
- Corresponded with Assessors, and assisted with final presentations
- Oversaw the printing of training manuals and aids
- Liaised with trainers and trainees to ensure optimum attendance
- Obtained trainee details [SAP], assisted trainees with accurate portfolio updates, loaded trainees on the merSETA website, and updated nominee information on the VW server
Customer Liaison, Sales & Marketing
Clanfin (PTY) LTD
11.2005 - 12.2008
- Accountable for underwriting, claims, written and accurate processing of documentation
- Resolved customer queries and complaints, and assisted clients in a manner that build long term relations
Temp Operations Manager
Discovery Consulting Services
08.2005 - 11.2005
- Directed and oversaw all administration processes
- Oversaw New Life and Health new business and contracts
- Liaised with brokers and handled broker queries, commissions, and forwarded escalation of queries to Head Office
Temp Receptionist
Pentravel PMB
05.2005 - 07.2005
- Accountable for admin, switchboard, faxing, filing, and typing
- Liaised with clients, oversaw enquiries and supported travel agents to ensure best customer experiences
Temp Office Administrator
Motor Cycle Centre
02.2005 - 05.2005
- Directed all administration operations, including incoming calls, faxing, typing, invoicing, debtors/creditors, warranties, and licensing
- Liaised with sales team, clients, and external stakeholders
Manageress
Spur Steak Ranches
06.2003 - 01.2005
- Directed Back of House operations, including stock rotation, stock management, cash ups, pay outs, invoices, supplier liaisons, electronic correspondence, supplier liaisons, and food cost
- Front of House management included hiring of casual waiters, staff rosters, disciplinary procedures, labour relations, training, and liaising with customers to ensure excellent customer experiences
Receptionist
Global Composites
01.2002 - 04.2003
- Directed Front House operations, including switchboard, welcoming clients, and appointment management
- Oversaw event planning, catering and coordination
- Administration functions included faxing, filing, typing, typing of production spreadsheets and correspondence, banking, claims and petty cash
Receptionist
Insurance House
03.2001 - 01.2002
- Directed Front House operations, including switchboard, welcoming clients, and appointment management
- Administration functions included faxing, filing, typing, banking, claim processing and petty cash management
Education
Short Term Insurance -
Boston City & Business Campus
01-2007
National Senior Certificate - undefined
Linpark High School
01-1998
Assessor NQF5
Sim Khula
Centurion, South AfricaModerator NQF6
Sims Khula
Centurion, South AfricaSkills
Customer Experience Management
Change & Project Management
Training Management & Administration
Relationship Management
Leadership
Communication & Interpersonal Relations
Facilitation, Assessment & Moderation
Customer Service
Sales
MS Office
MS Word, MS Excel, MS PowerPoint, MS Outlook
SAP System
ERP Software & Business Solutions
Certification
Moderator, EDTP, NQF 6 - 2015 - SIMS Kula Training
Timeline
Senior CX Consultant
M&M Enterprises (PTY) LTD
04.2010 - Current
Skills Training Coordinator
Volkswagen & Audi SA
01.2009 - 03.2010
Customer Liaison, Sales & Marketing
Clanfin (PTY) LTD
11.2005 - 12.2008
Temp Operations Manager
Discovery Consulting Services
08.2005 - 11.2005
Temp Receptionist
Pentravel PMB
05.2005 - 07.2005
Temp Office Administrator
Motor Cycle Centre
02.2005 - 05.2005
Manageress
Spur Steak Ranches
06.2003 - 01.2005
Receptionist
Global Composites
01.2002 - 04.2003
Receptionist
Insurance House
03.2001 - 01.2002
National Senior Certificate - undefined
Linpark High School
Short Term Insurance -
Boston City & Business Campus
Assessor NQF5
Sim Khula
Moderator NQF6
Sims Khula