Phindile Sibisi
Learning and Development Facilitator
Durban,KZN
Summary
Results-driven Contact Centre Trainer with a background in customer service, collections and sales. Skilled in developing and delivering training programs to enhance agent performance, boost customer satisfaction, and streamline communication. Selected by Nutun for an international work assignment in the United Kingdom, collaborating with cross-functional teams to gain operational insights and transfer best practices to support training delivery. Adept at coaching new hires and experienced agents on customer engagement, effective problem resolution, and compliance with company policies. Passionate about using innovative training techniques to improve agent confidence, team productivity, and overall service quality.
Overview
4
4
years of professional experience
Skills
- Training & Development
- Excellent verbal and written communication skills
- Planning and organizational skills
- Conflict management Interpersonal skills
- Analytical thinking
- Customer orientation skills
- Computer literate
- Ability to work independently
- Assertive & Consistent Time management
- Content Development
- Customer experience
- Sales experience
- Customer Retention Experience
- Leadership and Management skills
Work History
Learning and Development Facilitator
Nutun
Umhlanga/Kingsmead, South Africa
08.2023 - Current
- Conduct product training sessions for onboarding new hires.
- Specialized in developing training programs for learning and development
- Implemented programs to elevate service standards in alignment with company objectives
- Coaching agents to improve customer satisfaction and ensure compliance with quality standards.
- Selected to travel to the United Kingdom to support training, knowledge transfer, and campaign implementation.
- Collaborated with UK stakeholders to gain operational knowledge and best practices, which were successfully transferred to the South African team.
- Facilitated the rollout of new processes and training materials following the UK work assignment.
Learning and Development Facilitator
Ignition Group
Umhlanga, South Africa
01.2023 - 08.2023
- Conducted product training sessions for onboarding new hires
- Specialized in onboarding and training contact center agents to boost customer engagement
- Proven ability to empower agents to exceed performance metrics and build lasting customer loyalty.
Learning and Development Facilitator
CCI South Africa
Umhlanga, South Africa
03.2022 - 01.2023
- Conduct product training sessions for onboarding new hires.
- Specialized in developing training programs for learning and development
- Implemented programs to elevate service standards in alignment with company objectives
- Coaching agents to improve customer satisfaction and ensure compliance with quality standards.
Education
Mangosuthu University of Technology
12-2017
Phoenix Secondary School
12-2014
Certification
- Pastel Partner V17 Intermediate
- SPP Pro MUT
- Facilitate learning using a variety of given methodologies
- Conduct outcomes-based assessment
- Counsel an individual in a structured environment
References
- Ritesh Jangbahadoor, Training Manager (TM), New & Existing Employees Voice & Digital (UK), 061 016 0520
- Pravani Govender,Head of Training , 060 997 7176
- Fenton Rodrick Dhorsamy, Operations Manager (OM), New & Existing Employees Voice & Digital (UK), 081 593 1685
- Nardeem Essop, Training Manager (TM), New & Existing Employees Voice & Digital (UK), 081 464 1226
Hobbies and Interests
- Spending Time with My Family
- Reading
- Listening to music
Timeline
Learning and Development Facilitator
Nutun
08.2023 - Current
Learning and Development Facilitator
Ignition Group
01.2023 - 08.2023
Learning and Development Facilitator
CCI South Africa
03.2022 - 01.2023
Phoenix Secondary School
Mangosuthu University of Technology