Shamila P Malinda
Training Professional
Summary
I am a hardworking Training Coordinator well-versed in handling all support functions and managing communication between trainers and participants. Skilled in identifying areas of focus. I am knowledgeable about coordinating schedules and program implementation. I have vast experience in many industries with a passion to promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
6
6
Languages
Work History
Training Facilitator
Greyhound Coach Lines
Kempton park Johannesburg
06.2022 - Current
- Collected data on program efficacy through data analysis and implemented solutions for improvement.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Compiled training handbook and related course materials.
- Worked with central management to identify, plan, align, and address training needs.
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
- Taught more than 10 classes or workshops.
- Planned and facilitated workshops in accordance with curricula, employing varied methods to maximize attendance.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Administered assessments before, during and after courses.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Facilitated high-quality training program delivery to employees and external stakeholders.
- Produced training manuals, presentations and resources for enhanced learning.
Brand Ambassador
Greyhound Coach Lines
Kempton park, Johannesburg
06.2022 - Current
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Communicated product information with confidence and educated consumers about company.
- Reviewed and implemented new company initiatives and executed product activations.
- Conducted consumer surveys and analyzed purchasing trends.
- Identified key high-traffic, consumer-centric locations and built rapport with prospective customers and vendors.
- Introduced field recruiting at industry events to attract new workers and customers.
- Educated trade and distributor partners regarding brand benefits, products and services.
- Planned future sampling opportunities and special events.
- Developed and executed promotional campaigns to drive brand awareness and sales.
- Provided exceptional customer service to drive satisfaction.
- Collaborated with marketing team to create and implement promotional campaigns.
- Assisted customers with product selection based on individual needs and preferences.
Sales Consultant
Telkom Direct Store
Edenvale
05.2020 - 12.2021
- Assisting and responding to customer inquiries in a timely manner
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Handling complaints to build and improve the overall customer experience and fostering loyalty
- Providing customers with relevant feedback and updates on contract applications
- Assisting in-store customers to ensure they find the correct product or service suited for their needs
- Liaising and engaging with customer beyond the in-store service either telephonically or through email during and after regular working hours
- Sell telecommunications products and services to both individuals and companies
- Build market position by locating, developing, defining, negotiating to effectively close sales
- Submits orders by referring to price lists and product literature
- Meet weekly and monthly sales objectives
- Book and install new lines/bundles/services to meet monthly sales objectives
- Provide relevant feedback on competitor and promotional launches to management and relevant stakeholders
- Build and maintain strong working relationships with all store staff and management
- Effective administration and application of internal procedures and policies
- Identify challenges and ensure corrective actions are put in place timeously
- Communication and upkeep of knowledge of promotions/out of stocks/products/delivery date planner, etc
- Keep abreast of current technology trends relevant to the telecommunications Industry
- Effective client relationship management and self-management
- Gather feedback from customer complaints, queries and requests and ensure effective resolution
- Demonstrate abilities to anticipate and manage change
- Application of internal procedure
Personal Portfolio Consultant
Oakhurst Insurance Company (Pty) Ltd, Now trading as Dotsure Insurance
George
03.2018 - 01.2020
- Answer incoming calls and making outgoing to existing customers regarding their policies
- Responding to client queries and communication via email or telephonically should the client request a call back
- Manage and resolve customer complaints, through research, identifying appropriate response, and resolve customer complaints using applicable software
- Inform clients regarding their covers by explaining procedures such as how to log a claim & answering any questions clients have regarding their existing cover or any other covers available
- Continuous training and development, studying new product descriptions; participating in educational opportunities
- Accomplish daily sales targets as set out by the organization
- Quoting new and existing clients, advising on cover options and premiums related
- Assisting clients who wish to log a claim and advising on claims process and procedures, assigning claims handler to clients
- Advising Clients on cover conditions and requirements such the fitment of car tracking device etc
- Establish policies by entering client information & confirming pricing
- Completing duties as assigned on the events and audit trail
- Complete call logs and reports
- Recognize, document, and alert the management team of trends in customer calls
- Attempt to persuade customers to reconsider cancellations
- Handling customer changes to policy or renewals of policy
- Compiling reports on overall customer experience.
Training Administrator
Rock Lilly Training
Kempton Park
10.2015 - 01.2017
- Managing the front office and greeting clients and visitors as needed
- Coordinate and arrange team and other internal/external meetings; reserve and prepare facilities, prepare agendas, attend to take minutes as required
- Coordinate and arrange accommodation, meals and travel for all managers as when required
- Compose, process, and/or edit Word/Excel Documents and other correspondence as requested
- Prepare outgoing mail and correspondence, including e-mail, faxes, and couriers
- Assist HR department with Service Level Agreements as required
- Perform support duties to the Director
- Coordinate and arrange advertising when required
- Update the company website as and when required via GMS
- Coordinate an agreed cohort of learning programs to achieve learners' individual learning plans and evidence portfolios
- Design, develop and deliver an individual program of training and assessment to ensure successful completion of the learner's individual learning plan within the planned duration
- Carry out regular teaching, assessment visits and monitoring for each learner, during the visit, plan, assess, set and monitor appropriate targets, identify and address areas of weakness to ensure learner achievement
- Assess learners' vocational competence and theoretical knowledge in both a realistic working environment and their place of work against the national vocational qualification criteria
- Maintain candidate records and assessment documentation for verification and audit purposes
- Maintain effective and up-to-date tracking systems to ensure learner progress is openly monitored and any obstacles to learner achievement are effectively and promptly dealt with
- Maintain own occupational competency and knowledge base.
Education
High School Diploma -
Mandorren Academic & Sport
Kempton Park 01.2007 - 11.2011
ETDP SETA - Train the Trainer - Human Resources Training
TMS Gauteng Private FET College
Glen Marias, Kempton Park 04.2016 - 06.2016
Leadership Development -
LG SETA
Kempton Park 01.2019 - 11.2019
ETDP SETA - EmotionalIntelligence Certificate -
TMS Gauteng Private FET College
Glen Marias, Kempton Park 09.2016 - 11.2016
ETDP SETA - Monitoring &Evaluation Certificate -
TMS Gauteng Private FET College
Glen Marias, Kempton Park 09.2016 - 11.2016
ETDP SETA - Coaching For High Impact Certificate. -
TMS Gauteng
Glen Marias, Kempton Park 08.2016 - 10.2016
Diploma - Commerce in Public Relations
Boston City Campus & Business College
02.2022 - Current
Skills
Customer service
Drivers License
Code C1 - Drivers License ( Own Vehicle)
References
Available on request.
Timeline
Training Facilitator
Greyhound Coach Lines
06.2022 - Current
Brand Ambassador
Greyhound Coach Lines
06.2022 - Current
Diploma - Commerce in Public Relations
Boston City Campus & Business College
02.2022 - Current
Sales Consultant
Telkom Direct Store
05.2020 - 12.2021
Leadership Development -
LG SETA
01.2019 - 11.2019
Personal Portfolio Consultant
Oakhurst Insurance Company (Pty) Ltd, Now trading as Dotsure Insurance
03.2018 - 01.2020
ETDP SETA - EmotionalIntelligence Certificate -
TMS Gauteng Private FET College
09.2016 - 11.2016
ETDP SETA - Monitoring &Evaluation Certificate -
TMS Gauteng Private FET College
09.2016 - 11.2016
ETDP SETA - Coaching For High Impact Certificate. -
TMS Gauteng
08.2016 - 10.2016
ETDP SETA - Train the Trainer - Human Resources Training
TMS Gauteng Private FET College
04.2016 - 06.2016
Training Administrator
Rock Lilly Training
10.2015 - 01.2017
High School Diploma -
Mandorren Academic & Sport
01.2007 - 11.2011
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