Overview
Work History
Education
Timeline
Generic

Michelle Samuels

Strive Facilitator
Umhlanga

Overview

26
26
years of professional experience

Work History

Facilitator

Strive Academy
7 2022 - Current
  • My job entails changing lives daily and ensuring trainees mind set are positive and growing towards there future dream jobs.
  • Developed customized training materials, enhancing participant comprehension and retention of key concepts.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
  • Stayed current on industry trends and advancements, incorporating new techniques into existing training programs as needed.
  • Developed individualized training plans to achieve staff readiness.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Implemented successful onboarding program.
  • Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
  • Prepared and presented supplementary learning material to support structured lessons.

Seasonal Trainer / Agent

1800-flowers.com/Harry And David
11.2022 - 08.2023
  • Trained for MDay FY23 Ramp Up
  • Achieved a 93% Audit from the Training Manager and the 1800 - Flowers.com Client.
  • Enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Provided primary customer support to external customers.
  • Implemented new strategies on my calls where my next call was always better that the last to reduce average call handle time while maintaining excellent service quality.
  • Responded to customer calls to answer questions about products and services.
  • Adapted to new applications and maintained knowledge of current promotions/season etc
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Investigated and resolved billing, customer service and delivery concerns.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Sought ways to improve services provided.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Managed timely and effective replacement of damaged or missing products.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to Team Leader - Full Refunds etc.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Customer Service - Advisor

EDF Energy
11.2020 - 11.2022
  • To address customers concerns accurately.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer service complaints promptly to increase customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Calculated correct bill totals, updated accounts, and maintained detailed records for inventory management.

Finance Department

AVON UK
  • Duties Include and not limited to: Updating the transaction tracker, Download payment reports on Barclays Banking System, Work on the HSBC Bank Statement to filter out payments to be keyed in, Key in the Payments to the AVON Representatives Accounts, Investigate missing payments: Card, Cheque, Online, PayPal, Post Office, Key in Unidentified Payments, Assist Customer Service/Representatives/Customers to process refunds for either duplicate payments or refunds for ghost orders (missing orders).
  • Verified financial journals for clarity and completion under supervisor direction.
  • Streamlined financial reporting processes by automating routine tasks using advanced Excel functions.
  • Drafted financial reports to support comprehensive investigations.
  • Maintained accurate, up-to-date financial spreadsheets and databases for reliable reference.
  • Prepared and posted financial journal entries using relevant software.
  • Researched accounting issues and proposed solutions to avoid repeat occurrences.
  • Managed accounts payable and receivable tasks, ensuring timely processing of invoices and accurate tracking of payments.
  • Tracked financial transactions to update balance sheets with accurate, current information.
  • Researched industry trends and best practices, sharing findings with the team to support continuous improvement initiatives.
  • Collaborated closely with internal departments to resolve discrepancies and maintain accurate financial records.
  • Mentored junior team members, fostering professional growth while enhancing overall productivity within the finance department.
  • Checked payments, commissions and other accounting disbursements for accuracy and compliance.

Personal Assistant

Mass-discounters
03.2013 - 10.2017
  • PA and Administrative duties to the Supply Chain Director, Direct Reports, and the Team
  • Duties included and not limited to: Diary Management, Minute taking and distribution, Agenda Compilation, Office management of team included staff welfare and canteen, Taking care of supplier’s work done and payment made through SAP following policy and process, Scheduling of appointments, booking of venues and facilitation of catering requirements for meetings, Payment of non-permanent member’s salary on SAP, Expense Management on SAP, to ensure that all budgets are under control and to ensure that the Profit and Loss is well balanced, Co-ordination and booking of local and international flights, Accommodation and car hire, Local Flights: booking of flights, car hire and Accommodation, ensuring that correct meals are available for team members on flight and at their Accommodation e.g
  • Halaal, Vegetarian, International Flights: Booking of Flights, Car Hire and Arranging with stores in Africa to pay for Accommodation, Arranging of Forex, Assist with the VISA Application, Special Projects; Supply Chain Information Session (Cape Town Gauteng and Durban), Arranging meals, Venue, Team Build, System Administrator for KRA’s – involves the electronic maintenance of senior level Managements performance reviews, and approvals by Director and HR, Compilation and updating of Organizational Structures (Organograms), Internal DVD Training with team on a weekly basis, Overall Management of the office.

Majors warehouse store Secretary

PS Consultants Agency
05.2012 - 08.2012
  • Position: Receptionist: KZN RDC Receptionist from Mid August to September 2012, Reporting Analyst in the National Team from October 2012 to February 2013.

Call Centre Agent

TALKSURE Call Centre
01.2009 - 01.2011
  • Answer calls and make quality sales, Manage and resolve customer complaints, Enter new customer information on the system, Follow up customers calls where necessary, Document all call information according to standard operating procedures.

Branch Manager

Lewis Furnishers
01.2006 - 01.2008
  • Completes store operational requirements by scheduling and assigning employees, following up on work results, Maintains store staff by recruiting, selecting, orienting and training employees, Maintains store staff job results by coaching, counseling, and disciplining employees, planning, monitoring and appraising, Achieves financial objectives by preparing an annual budget scheduling expenditures, analyzing variances, initiating corrective actions, Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements, Ensures availability of merchandise and services by approving contracts, maintaining inventories, Formulates pricing policies by reviewing merchandising activities, determining additional needed sales promotion, authorizing clearance sales, studying trends, Markets merchandise by studying advertising, sales promotion, and display plans, Protects employees and customers by providing a safe and clean store environment, Maintains the stability and reputation of the store by complying with legal requirements, Maintains operations and personnel policies and procedures, Contributes to team effort by accomplishing related results as needed.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Developed strategic plans for day-to-day financial operations.
  • Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Assessed employee performance and developed improvement plans.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Maintained friendly and professional customer interactions.
  • Championed process improvement initiatives that resulted in increased efficiency, improved service quality, or cost savings for the organization as a whole.
  • Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Complied with regulatory guidelines and requirements.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
  • Implemented service improvements to enhance sales cycle.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.

Debtors / Creditors Clerk

Lewis Stores
01.2004 - 01.2006
  • Update the cash book every day, To ensure that all bad debt goods are collected and brought to store to auction, To help bad debt customers to make payment plans to reduce their debt, To control and ensure that arrears are brought to minimum.

New Accounts Clerk

Furniture City
01.2001 - 01.2004
  • To create new accounts for customers and send for approval, To make sure that each sales document has the necessary value-added benefit for the customer e.g
  • Insurance, Scotchguard etc.

Personal Assistant

Victory House Drug and Alcohol Rehabilitation Center
01.1998 - 01.2001
  • To assist in all admin functions for the Rehabilitation Centre, Reported to Bernard Samuel - Director.

Education

Lenarea Secondary School
Phoenix, South Africa

Timeline

Seasonal Trainer / Agent

1800-flowers.com/Harry And David
11.2022 - 08.2023

Customer Service - Advisor

EDF Energy
11.2020 - 11.2022

Personal Assistant

Mass-discounters
03.2013 - 10.2017

Majors warehouse store Secretary

PS Consultants Agency
05.2012 - 08.2012

Call Centre Agent

TALKSURE Call Centre
01.2009 - 01.2011

Branch Manager

Lewis Furnishers
01.2006 - 01.2008

Debtors / Creditors Clerk

Lewis Stores
01.2004 - 01.2006

New Accounts Clerk

Furniture City
01.2001 - 01.2004

Personal Assistant

Victory House Drug and Alcohol Rehabilitation Center
01.1998 - 01.2001

Facilitator

Strive Academy
7 2022 - Current

Finance Department

AVON UK

Lenarea Secondary School

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Michelle SamuelsStrive Facilitator