Michelle Moodley

• Conduct training needs assessments to identify skill gaps and prioritize learning objectives across different departments.
• Identify training needs and subsequently design and develop comprehensive training programs, including course content.
• Facilitation of workshops and evaluating training effectiveness.
• Facilitate training sessions in various formats such as classroom instruction, virtual workshops, e-learning modules, and blended learning approaches.
• Collaborating with organization stakeholders to ensure employee development is aligning to organization goals
• Always encompassing the role of key player to drive continuous learning and skills development within the organization.
• Partner with subject matter experts and play the role of SME to ensure training content is accurate and relevant to the job roles.
• Utilize effective facilitation techniques to create engaging learning experiences, manage group dynamics, and encourage active participation.
• Monitor training effectiveness through post-training assessments, feedback surveys, and performance metrics to identify areas for improvement.
• Provide ongoing support and coaching to participants to help them apply new skills in their roles.
• Stay updated on emerging trends in learning and development methodologies, technologies, and best practices.
• Consistent engagement with the SETA’s and QCTO to ensure industry standard is maintained and aligned.
• Nature of Business: Training & Development
• Reporting to (designation): Client Academic Manager

NC: Contact Centre Support NQF Level 2,

NC: Contact Centre & BPO Support NQF Level 3
FETC: Contact Centre Operations NQF Level 3&4
NC: Business Administration NQF Level 3

FETC: Business Administration NQF Level 4

FETC: Banking NQF Level 4
NC: Management NQF Level 3
FETC: Generic Management NQF Level 4
NC: Generic Management NQF Level 5

NC: New Venture Creation NQF Level 2
Motivated Customer Interaction Skills program
Customer Service Skills program
Leading a Team Skills program
Emotional Intelligence Skills program
Customer Care and telephone etiquette Skills program

Monyetla Work Readiness programme

ABSA YES work Readiness programme

• Developed and implemented learning strategies and programs that were aligned with organizations objectives for external training interventions.
• Evaluated individual and organizational development needs.
• Content development and implementation on e-learning platform.
• Assessed the success of development plans and guided/assisted employees to participate in learning opportunities.
• Create engaging learning activities and compelling course content that enhances retention and transfer
• Work with subject matter experts and identify target audience’s training needs
• Conduct instructional research and analysis on learners and contexts
• Apply tested instructional design theories, practice and methods
• Create supporting material/media (audio, video, simulations, role plays, games etc.)
• Decide on the criteria used to judge learner’s performance and develop assessment instruments
• Nature of Business: Retail
• Reporting to (designation): L&D Manager

• Developed and implemented learning strategies and programs that were aligned with organizations objectives for external training interventions.
• Evaluated individual and organizational development needs.
• Content development and implementation on e-learning platform.
• Assessed the success of development plans and guided/assisted employees to participate in learning opportunities.
• Built relationships with 3rd party training providers.
• Assisted Managers develop their team through career pathing (graduate recruitment).
• Succession planning aligned with skills development.
• Tracked budgets and negotiated contracts with external training providers.
• Liaised with various leaders in the organization to gain an understanding of their departments and respective training needs.
• Instructional design for e-learning platform including content development on Articulate 360, building content matrix and storyboarding.
• Run demos of the system and provide training to individuals and users groups.
• Support the deployment of learning programs including uploading and updating courseware and curricula, training assignments, learner notification text and rules in LMS.
• Utilize knowledge of LMS capabilities to recommend delivery strategies that yield a rich, meaningful, and dynamic end-user experience.
• Oversaw all training and trainers for both Collections and UK.
• Aided in facilitation for both Collections and UK.
• Facilitated and sat in on training sessions for Toto, Utilita and Bulb customer service.
• Also developed content in this regard on the e-learning platform.
• Skills Development Facilitator: Served in the roles of Facilitator, Administrator, Advisor, Educating and Mediating in relation to all aspects of skills development.
• Developed and submitted Workplace Skills Plan as per SETA requirements.
• Liaised with the organization regarding the implementation of the WSP.
• Drafted the ATR (Annual Training Report) on the implementation of the WSP.
• Guided the organization on the quality assurance requirements by the SETA’s.
• Contact person between the organization and the relevant SETA’s.
• Responsible for all aspects of skills development, sourcing and implementing all learnerships, skills courses, internships etc.
• Responsible for communicating all SETA initiatives, grants and benefits to the organization.
• Ensured that the business took full advantage with the grants and events offered by the SETA’s.
• Responsible in developing and facilitating the company’s skills development strategy.
• Project Management.
• Ensured skills development was aligned with BEE targets and objectives.
• Nature of Business: HR and Training Consulting
• Reporting to (designation): Managing Member
• HR Functions: Assisted with EE reporting. Strategic HR Projects.
• Direct staff reporting: 6 Staff with the titles of Group Facilitators Local & International/ 2 Training Administrators/1 Learnership Co-Ordinator.

Management Tasks in line with staff reporting:

Monitored outcomes & metrics – groomed my staff to track KPIs like quality scores, certification pass rates, call metrics; analyze data to uncover training gaps. Implemented QA initiatives

• Fostered a relationship with my team, QA and operations to address issues via targeted refresher or remedial training.
• Motivated and coached trainers – foster a supportive culture, provide feedback, recognize achievements, manage conflicts. Supported career growth – identify skill gaps, set development paths, facilitate cross-training and professional growth.
• Coached & developed staff – conducted regular one-on-one coaching sessions, monitored their classroom sessions, delivered constructive feedback, and drove continuous growth.
• Handled escalations – personally managed complex or sensitive client issues when Trainers where unable to resolve them.
• Reporting – upskilled my team to develop and extract tailored training reports via the LMS and share insights with higher management.
• Admin tasks – personally oversaw team leave requests, managed timekeeping, attendance records, and occasionally payroll adjustments.

• Managed Report Analysts.
• Responsible for signing off reports released to approximately 350 clients situated across the globe.
• Managed efficiency and effectiveness of Report Analysts.
• Recommended and implemented new or modified reporting methods and procedures to improve report content and completeness of information.
• Stakeholder management
• This role further encompassed most of my responsibilities in my previous role.

DUTIES AND RESPONSIBILITIES AS REPORT ANALYST:

• Ensured accurate, timeous and suitable monitoring of reports across all channels of communication to ensure transmission to clients within 24 hours of receipt.
• Ensured quality and quantity of reports generated were in line with expectations of the company and clients.
• Extracted and analyzed critical information from tip-offs received, to be sent to clients for further investigation.
• Compiled reports that were accurate, logical, detailed and professionally sanitized for clients.
• Ensured ethical management of confidential and sensitive information received.
• Ensured that ISO standards, related legislation and company procedures were always adhered to due to the sensitive nature of matters dealt with.
• Ensured uploads of reports to clients were performed correctly and in SLA to ensure that clients received the correct reports timeously.
• Ensured client statistic reports were timeously attended to and when required, and all Account Consultant requests for client statistics were managed and responded to
• within agreed timelines.
• Ensured ad-hoc client/consultant requests were appropriately managed and responded to within one working day of receipt.
• Ensured all monthly reports were distributed to clients within the first 3 working days of each month by compiling stats extracted from the relevant databases.
• Loaded new or amended data onto report and client databases to ensure that it was
• always up to date.
• Acted as the middleman between clients and whistle-blowers to impart or extract information and provide feedback.
• Displayed impeccable general knowledge and understanding of various allegations
• and matters that pertained to fraud, corruption and other irregularities that affected all clients within the different industries.
• Assisted colleagues with explanation of new concepts, processes and other development areas thereby promoting transference of knowledge.
• Assisted with ad hoc projects such as administrative tasks when required.
• Aided the IT team during a period of downtime and maintenance by conducting tests on the various channels of communication.
• Ensured uploads of reports to clients were performed correctly and in SLA to ensure that clients received the correct reports timeously.
• Ensured client statistic reports were timeously attended to and when required, and all Account Consultant requests for client statistics were managed and responded to
• within agreed timelines.
• Ensured ad-hoc client/consultant requests were appropriately managed and responded to within one working day of receipt.
• Acted as the middleman between clients and whistle-blowers to impart or extract information and provide feedback.
• Assisted colleagues with explanation of new concepts, processes and other development areas thereby promoting transference of knowledge.
• Assisted with ad hoc projects such as administrative tasks when required.
• Aided the IT team during a period of downtime and maintenance by conducting tests on the various channels of communication.

Duties in line with Staff reporting

• Daily supervision: Managed Agent attendance, shifts, workloads and performance tracking to meet local and international SLA and KPI targets.
• Coaching & development: Conducted regular one-to-one coaching, monitoring interactions (calls/chats) and supported continual growth and development.
• Motivation & engagement: Lead team huddles, celebrated multiple successes and always fostered a supportive environment.
• Handle complex cases: Took ownership of escalations such as serious disclosures or unresolved whistleblower reports.
• Monitor KPIs: Tracked metrics like SLA adherence, response time, quality assurance across whistleblower-specific processes.
• Generate performance insights: Provided regular reports on team output, trends in call types, escalations and disclosure volumes.
• Tools & systems: Ensure the whistleblower hotline platform is always functional, secure and Agents are proficient in its use.

• Facilitated the customized training modules for new entry level staff in a professional and effective manner via the designated training systems.
• Assessed, researched, developed and implemented training curriculum for new and existing employees according to the changing needs of Business.
• Organized, developed, sourced and recommended training programs, material and methodology to meet specific training needs.
• Identified internal and external training programs to address competency gaps.
• Documented and produced requirements documents, action plans and training processes specific to Training.
• Ensured that the required outcomes-based assessments were conducted to determine the success of new incumbents through the recruitment process prior to commencement of employment.
• Tracked, reported and communicated on training outcomes to HR for induction purposes.
• Should the candidates be declared incompetent upon completing the training assessments, the Trainer advised the Trainee in writing that their application had been unsuccessful.
• Conducted training for existing staff at all levels as and when required.
• Communicated to all relevant parties the training results record per candidate.
• Responsible for all functional changes, enhancements and new developments to the STT Training site, including operational efficiency and user friendliness to the system and initiated correct action when necessary.
• Researched and developed new e-learning content according to the needs of thevarious Business units under the Blake Collections umbrella and any/all Business segments utilizing the STT e-Learning system.
• Generated all e-learning reports.
• Key Account/External Vendor Relationship Management – identified and built relationships with Key Account Executives and external vendors namely, Assima.

Duties in line with Staff reporting

• Manage and mentored the Training Administrators: Established goals, conducted performance reviews, provided coaching and supported their professional growth.
• Defined training strategies in line with organizational objectives, collaborated to determine needs and align training schedules and programs.
• Oversee training logistics: ensure Administrators are skilled regarding how sessions are scheduled, venues/e‑platforms booked, materials prepared and Trainers briefed.
• Supervise record-keeping and documentation- monitored training databases and Learning Management Systems (LMS) for accuracy, compliance, and up-to-date training logs.
• Motivated and coached Administrators – fostered a supportive culture, provided feedback, recognize achievements and managed conflicts.
• Supported career growth – identified skill gaps, set development paths, facilitated cross-training and professional growth.
• Coached & developed staff – conducted regular one-on-one coaching sessions, monitored their classroom sessions, delivered constructive feedback, and drove continuous growth.
• Admin tasks – personally oversaw team leave requests, managed timekeeping, attendance records, and occasionally payroll adjustments.

Positions held:

Business Product Specialist (FNB Card)
(Jan 2011 – Apr 2011)
Business Analyst (FNB Core Banking Solutions)
(Jan 2004 – Mar 2006)
Personal Assistant/Secretary (FNB Security and
Investigations) (May 2002 – Dec 2003)

Reporting to HOD’s

Job descriptions available on request.