Hiking , baking
Noluvuyo Skepe
Senior Learning Facilitator
Cape Town
Summary
I see myself as a proactive and professional individual with excellent communication and interaction skills. My strengths include working exceptionally well under pressure, interaction with people at all levels and prioritizing. I am a fast learner, and I never give up on something I am passionate about. I am a person who works well both individually and as part of a team. I have good eye for detail and can work diligently. Excellent problem-solving skills.
Overview
27
27
years of professional experience
1992
1992
years of post-secondary education
1
1
Language
Work History
Senior Learning Facilitator
Old Mutual OMiX Learning
04.2023 - 06.2025
- Deliver virtual and in-person training sessions using approved electronic curricula and learning technology.
- Present various formats: formal, informal, standardized, customized interventions.
- Conduct assessments to measure knowledge/skills pre- and post-intervention.
- Facilitate transfer of learning by supporting delegates in workplace applications to meet agreed outcomes.
- Track completion of learning activities and report to stakeholders accordingly
- Analyze trends in training effectiveness and participant feedback.
- Identify strengths and gaps in learning events.
- Stay current with learning trends and business practices to enhance delivery quality.
- Collaborate with stakeholders to align learning solutions to organizational and L&D needs.
- Contribute to learning governance and controls around delivery excellence
Senior Multi-Skilled Servicing Consultant/ Quality Assessor / Facilitator
Old Mutual Wealth
04.2020 - 03.2023
- Follows standardised processes and provides administrative support to our clients and planners over the phone
- Delivers on daily production standards and adheres to service and quality standards.
- Provides an indirect service to customers and intermediates.
- Responds to immediate requirements within procedure and on emails.
- Product and process knowledge in different areas may differ but basic skills remain the same.
- Moderate (intermediate) to high level of technical knowledge.
- Multi skilled across product and process relevant to the business area.
- Functions as a subject matter expert in a specific field of administration / product / process.
- Often acts as a point of escalation for matters with higher level of complexity than those handled by Administration Specialists.
- Liaise with clients and assist with any other requirements that they may need support with
- Investigate the nature of problems, identify, and eliminate the root causes.
- Always professional and treat Customers with respect and that they feel special after every interaction
- Provides First Call Resolution
- Coach other staff where and when necessary. Multi-Skilled Servicing Consultant
- Assessing of calls
- Providing feedback to Call Centre Consultants and Team Leaders/Managers
- Monthly tracking & analysis of individuals and teams highlighting trends & alerting/making recommendations to relevant areas/roles.
- Coaching – One on one coaching, conduct live coaching (side by side)
- Dealing with all the general administration
- Attend training and keep abreast of new technology and processes implemented within the company.
- Conduct quality introduction to new recruits.
- Provide floor support to new recruits after training is complete
- Provides support for the learning interventions
- Facilitating learning and modules for the new recruits
- Provide feedback to steak holders on training progress
Quality Assessor / 2IC & Tester (UAT)
CAPFIN
09.2011 - 08.2019
- Assessing of calls
- Handle, resolve & document call escalations with the view of coaching & mentoring the consultants
- Providing feedback to Call Centre Consultants and Team Leaders
- Calibration – Use of QA System, weekly calibration sessions with Operational Dept.
- Compile weekly QA Report
- Monthly tracking & analysis of individuals and teams highlighting trends & alerting/making recommendations to relevant areas/roles.
- Coaching – One on one coaching, conduct live coaching (side by side)
- Dealing with all the general administration
- Attend training and keep abreast of new technology and processes implemented within the company.
- Conduct quality introduction to new recruits.
- 2IC Role: (Jan 2015- Feb 2016)
- The second in charge (2IC) is the next person to lead the team in the absence of the team leader. The 2IC also fills the support role or function to the Team Leader when specified or required by the Team Leader.
- Main Job Function (2IC)
- Stand in Duties – When it comes to the Team Leader role as a 2IC you need to lead in the absence of your Team Leader. Taking team leader role amongst your peers, assisting them whatever their need be.
- Ad-hoc/Assigning of calls – making sure Team Leader’s workload is less, see if your team members have all their calls assigned or adhoc’d
- Reports – reporting on key issues, attending to Team Leader related issues with your business unit and reporting on it. Attending key meetings as an observer and to take documented minutes if needed.
- Follow-up – making sure that there is follow up on escalations, disputes, queries etc.
- Keeping your Team Leader on top of things – making sure that if any issues were raised your Team Leader is aware of it.
- Tester (UAT)
- Testing all software updates in the contact center space and QA space
- Write test documentation such as test plans, scripts & reports.
- Identify the test scenarios with respect to high-level business process and create test cases.
Customer Care Consultant
Vodacom
01.2004 - 12.2010
- Customer Care (Jan 2004- July 2006)
- Data Technical Support Consultant and 2IC (August 2006-Dec 2010)
- 2IC in Data Dept. for 4 months.
- Main Job Functions Customer Service:
- Handle Account Enquiries
- Process new applications on contracts
- Provide support for GSM network and pre-paid products
- Advising customers regarding new products and services offered by Vodacom
- Main Job Functions Data Technical Support:
- Provide technical support on data cards, modems laptops and email setup.
- Handle data account queries and activations.
- Setting up phone as modems
- Escalate network related queries
Customer Care Consultant
Telkom
03.1998 - 12.2003
- Main Job Functions Customer Service:
- Provide service to Telkom’s residential and Business customers.
- Handle customer queries and market Telkom products
- Promote all Telkom features to benefit customer and generate revenue for the company
Education
Matriculated -
Fezeka High School
Information Technology - undefined
CPUT
Diploma - Business Analyst
Faculty Training Institute
Skills
Mentoring
E-learning design
Facilitation techniques
Training delivery
References
Janene, Myburgh, OMix Learning Consultant, 082 8235934
Interests
Timeline
Senior Learning Facilitator
Old Mutual OMiX Learning
04.2023 - 06.2025
Senior Multi-Skilled Servicing Consultant/ Quality Assessor / Facilitator
Old Mutual Wealth
04.2020 - 03.2023
Quality Assessor / 2IC & Tester (UAT)
CAPFIN
09.2011 - 08.2019
Customer Care Consultant
Vodacom
01.2004 - 12.2010
Customer Care Consultant
Telkom
03.1998 - 12.2003
Information Technology - undefined
CPUT
Diploma - Business Analyst
Faculty Training Institute
Matriculated -
Fezeka High School
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