Mabeleen Chapman

• IResource, Select, Onboard, Manage, Lead and Develop 3000 youth through the Jobs Fund 11 program

Interview, Select, Manage, Lead and Develop Training Department Project Managers, Project Administrators and Business Support Administrators.

Implementation of All Projects for Learning & Development, end-to-end project management.

Resource Executive responsible for Implementation and end-to-end project management of all High Value Client Projects, Overall accountability for ensuring that all project deliverables and milestones are met by leading the Project Managers and Independent Contractors for the Project

Continuous Professional Development for Self and Independent Contractors to ensure the further growth and development of the Merchants Brand.

Develop, implement, and maintain a professional Quality Assurance Framework for department staff and Staff

Project Management through MS Teams

Review of Merchants Workforce Management Scheduler to ensure capacitation of talent aligned to client culture.

Proactively intervene and manage Project Risks aligned the Operations value chain manual.

Accountability for quality review of monthly Analytics and Reporting, Executive Summary Reporting to High Value Clients, & Financial Reporting and Budgeting across Projects to ensure Business Forecasting

Overseeing project implementation, supporting stakeholders, and driving continuous improvement in a multi-channel contact centre environment.

In my role as a Projects Implementation Manager supporting operations managers, senior contact centre leaders, and the client in a multichannel contact centre, I had several important responsibilities. Firstly, I was responsible for planning and managing projects, ensuring their successful implementation within defined timelines. This involved collaborating with stakeholders to determine project objectives and assigning tasks to team members. Effective stakeholder management was essential, as I acted as the main point of contact for project-related communication and provided regular updates to keep everyone informed. Resource coordination was another crucial aspect of my role, as I worked closely with operations managers and senior contact centre leaders to allocate resources and address any constraints. I also played a vital role in change management, developing strategies to facilitate the smooth adoption of new processes and technologies. Additionally, I focused on quality assurance and performance improvement, implementing processes to maintain service level agreements and identifying areas for enhancement. Training and knowledge transfer were key components as well, ensuring that teams were equipped with the necessary skills and knowledge to succeed. Overall, my role revolved around overseeing project implementation, supporting stakeholders, and driving continuous improvement in a multi-channel contact centre environment.

Roles and responsibilities included: leading and managing a team of customer service representatives in a call centre. I assigned tasks, monitored performance, and provided coaching to ensure service level targets were met. I set performance goals, conducted evaluations, and offered feedback to enhance individual and team performance. Adhering to company policies and quality standards, I promoted excellence in customer service. Collaborating with other teams, I implemented process improvements and facilitated effective communication. Additionally, I played a key role in training and development, fostering a positive and motivated team environment.

Roles and responsibilities included: leading and managing a team of customer service representatives in mobile telecommunications call centre. Applying HR experience, I handled recruitment, onboarding, and performance management processes. I set performance goals, monitored metrics, and provided regular feedback and coaching to team members. Ensuring operational excellence, I analyzed data and implemented process improvements. Communication and collaboration were crucial, as I facilitated effective communication within the team and collaborated with other departments. Upholding employee engagement, I fostered a positive work environment and resolved employee relations matters. Overall, I played a vital role in driving team performance, achieving targets, and enhancing customer service in the call center.

Roles and responsibilities included: leading and managing a team of customer service representatives in a mobile telecommunications customer service call centre. With my HR experience, I handled recruitment, onboarding, and performance management processes. Monitoring team performance and setting goals, I provided regular feedback and coaching to enhance individual and team performance. I ensured adherence to company policies and quality standards, driving operational excellence. Collaborating with other teams, I implemented process improvements and fostered a positive work environment. Serving as a communication link between the team and upper management, I facilitated effective information sharing.

• Roles and responsibilities included: leading and managing a team of customer service representatives in a call centre
• I assigned tasks, monitored performance, and provided coaching to ensure service level targets were met
• I set performance goals, conducted evaluations, and offered feedback to enhance individual and team performance
• Adhering to company policies and quality standards, I promoted excellence in customer service
• Collaborating with other teams, I implemented process improvements and facilitated effective communication
• Additionally, I played a key role in training and development, fostering a positive and motivated team environment

• Roles and responsibilities included: monitoring and evaluating customer interactions in a home shopping delivery service call centre
• I assessed call quality and adherence to standards, providing feedback to agents for improvement
• Analyzing performance metrics, I identified trends and made recommendations to enhance efficiency
• Developing quality assurance processes and conducting audits ensured compliance and identified areas for improvement
• Assisting in training and coaching agents, I contributed to their skill development
• Reporting findings and collaborating with teams further enhanced overall call centre quality and customer satisfaction

Roles and responsibilities included: handling customer calls regarding order authorizations in a home shopping delivery service call centre. I verified customer information, assessed payment methods, and authorized transactions accurately. Providing exceptional customer service, I assisted customers with inquiries and concerns related to authorizations. Collaborating with internal teams, I ensured smooth and timely authorization processes. Maintaining accurate documentation and adhering to data protection regulations were also crucial

Roles and responsibilities included: handling customer calls regarding order authorizations in a home shopping delivery service call centre. I verified customer information, assessed payment methods, and authorized transactions accurately. Providing exceptional customer service, I assisted customers with inquiries and concerns related to authorizations. Collaborating with internal teams, I ensured smooth and timely authorization processes. Maintaining accurate documentation and adhering to data protection regulations were also crucial.

• Roles and responsibilities included: generating sales by seeking new opportunities and building relationships with customers
• I promoted and presented our sweet products, conducted market research, and analyzed sales data
• Additionally, I managed sales orders, provided customer support, and coordinated with internal teams
• Representing the company at trade shows and events was also part of my role
• I continuously enhanced product knowledge and participated in sales training programs

• My Roles and responsibilities included: managing the front desk and reception area, greeting, and directing visitors, and handling incoming calls and inquiries
• As an admin clerk, I provided general administrative support, such as maintaining files, managing supplies, and coordinating travel arrangements
• Correspondence management involved handling incoming and outgoing emails, letters, and faxes
• I also played a role in appointment and meeting management, including scheduling, and organizing events
• Record-keeping and data management were essential, including updating employee records and assisting with payroll administration
• Delivering excellent customer service by addressing inquiries, resolving complaints, and directing individuals appropriately was another crucial aspect of my responsibilities
• Overall, I contributed to the smooth operation of the office and ensured effective communication within the organization

Roles and responsibilities included: managing the front desk and reception area, greeting visitors, answering calls, and directing inquiries. Additionally, I handled payroll administration tasks such as collecting and verifying time and attendance data, calculating wages and deductions, processing payroll accurately and on time, and maintaining payroll records. As an admin clerk, I provided general administrative support, including filing, managing office supplies, and coordinating travel arrangements. Communication was crucial, as I handled correspondence and responded to inquiries from employees, clients, and vendors regarding payroll and administrative matters. Compliance with payroll regulations and record-keeping were also part of my responsibilities. Overall, I played a vital role in ensuring smooth operations, effective communication, and accurate payroll administration.

• Responsibilities included efficiently handling outgoing mail, managing customer accounts, and resolving billing discrepancies as a mailing and debtors' clerk in a clothing factory
• I maintained meticulous records, generated reports, and assisted with various financial administration tasks
• Providing exceptional customer service and collaborating with internal teams were vital aspects of my role
• I ensured compliance with regulations, prioritized confidentiality, and stayed up to date with industry practices
• Throughout my experience, I successfully managed mail operations, tracked debts diligently, maintained accurate records, and fostered positive customer interactions