Shivani Singh
Leader, Manager
Buccleuch,Gauteng
Summary
Proven leader ready to make hard decisions and counsel companies to long-term success. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
26
26
years of professional experience
1
1
Certificate
5
5
years of post-secondary education
Work History
Learning and Development Facilitator
Kgori Training Solutions
8 2023 - Current
- Trained and mentored over 100 students in customer services, telephone etiquette and basic call centre skills to get hired in working world.
Facilitated work readiness programme for two groups of school leavers.
Developed engaging instructional materials, including presentations, handouts, and interactive activities.
Delivered high-quality classroom instruction using variety of teaching methods tailored to individual learning styles.
Sales Manager – National Call Centre| Life and Investments
Discovery
05.2014 - 05.2023
- Responsible for a team of Telemarketers focused on generating leads for 80 Financial Advisors across South Africa for the Life and Investment portfolio
- Managed a team of 9 telemarketers and an Administration Assistant
- Recruitment, training and performance management of the team
- Reported to the Divisional Sales Manager
- Liaised with the Corporate Sales Team and the Business Executives who managed the Financial Advisors
- Analyse sales reports daily to ensure that the telemarketers are meeting appointment and quality targets
- Quality control of calls
- Ensured fair distribution of leads to Advisors
- Analyse Advisors' performance in converting leads to sales
- Consulted with Business Executives quarterly to discuss problems and plan remedial action
- Ran client information reports from the corporate team
- Mined and cleaned data for upload onto Genesys Dialling System
- Updating the Salesforce CRM system
- Oversaw the split of commissions (between Advisors and Corporate Brokers) to ensure it is done correctly
- Managed all telemarketing campaigns from health brokers
- Achievements: Star Award for showing great leadership
- Consistently exceeded team sales targets
- Worked closely with the development team on the implementation and customisation of the dialling system - Genesys and the CRM system - Salesforce
- Track record of developing staff (several have moved on within the company)
- Developed new scripts and approaches to clients
- Resulted in less call time with greater success
- Implemented a new incentive scheme which increased potential earnings and resulted in a positive upswing in productivity.
Team Leader | Surveys and Telemarketing
01.2010 - 04.2014
- Headed up a team of Telemarketers who contacted clients to assess their response and satisfaction to meetings with Financial Advisors
- Set up the team that ran client surveys
- 8 staff
- Script writing, team management, target setting
- Processes and procedures
- Recruitment, training, and performance management
- Monthly statistics reporting
- Achievements: Set up the team from scratch, including writing policies and procedures
- Promoted to Sales Manager, when the survey project ended
- Annual and quarterly awards for exceeding sales targets.
Telemarketer
11.2008 - 12.2009
- Responsible for setting up appointments for Financial Advisors with potential clients
- Promoted to Team Leader.
Home Loans Assistant (contract)
Alexander Forbes
- 06.2008
Various temporary assignments
09.2007 - 02.2008
Senior Sales Consultant - Clientele Life
02.2004 - 08.2007
Various temp roles working through PAG (moved from Durban to Johannesburg)
03.2003 - 01.2004
Public Relations Officer/Sales Consultant - Pharmed Pharmaceuticals
03.2000 - 02.2003
Intern: PR Department - The Association for the Aged
01.1999 - 02.2000
Skills
Managing sales teams to achieve and exceed targets
Staff management – recruitment, training and performance management
Data analysis
Organization and planning
Client Relationship Management
Sales Reporting
Sales Tracking
Lead Generation
Sales operation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Resides
Buccleuch, Sandton, Johannesburg
Languages
English
Advanced (C1)
Personal Information
- Citizenship: South African
- Date of Birth: 04/30/78
Education
High School Diploma -
01.1995 - 12.1995
Public Relations Management
01.1996 - 12.1999
120 FAIS Credits
02.2011 - 02.2011
RE5 Certificate
08.2017 - 08.2017
Certification
PDCA