THOKOZANE NKABINDE
Sales Coach
Meadowlands, Soweto
Summary
I am passionate about developing people for their betterment of their goals and for the business they serve.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Professional Sales Coach with nine (9) years of experience in counseling individuals and groups to drive practical solutions to conflicts. Innovative in developing unique solutions targeted to precise needs of each individual case. Attentive in hearing all viewpoints and working closely with disputants to deliver mediation and solutions based on communication and cooperation. Empathetic individual with more than nine (09) years' working as a Group Facilitator for a corporate organization. Highly polished and professional and promoting integrity and relationship-building talents.
Overview
26
26
years of professional experience
3
3
years of post-secondary education
Work History
Sales Coach
Liberty Life – Emerging Consumer Market
02.2015 - Current
- Coach Sales Agents on how to maximise on their sales target
- Analysis of the Sales Reports to see the under-performers on various campaigns
- Listen to several calls to establish a pattern
- Schedule coaching sessions with the Sales agents
- Identified areas in need of improvement and implemented solutions.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
Facilitator
Liberty Life – Emerging Consumer Market
05.2015 - Current
- Facilitation of both product and compliance aspects
- Designing the material to be used during facilitation
- Collaboration with other facilitators to do the dry run
- Facilitation of Sales Training
- Performing of role-plays to test the competency and readiness of the Sales Agents.
- Delivered upbeat and interesting presentations to promote customer impulse buying and enhance loyalty.
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
Manager of Coaches
Liberty Emerging Consumer Market Direct
03.2016 - 10.2019
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Report to the Stakeholders (Manco Team) on the progress made through coaching intervention
Team Manager Quality Assurance
Liberty Life – Emerging Consumer Market
12.2012 - 04.2015
- Passionate about Quality and Customer Satisfaction
- Staff adherence to schedule - Managing performance
- Building relationships with other departments and Team Managers
- Dealing with customer complaints and strategizing on the reduction of complaints
- Ensuring that SLA’s is met with all departments
- Coaching and Training Team Leaders of Sales on Compliance
- Creating and updating evaluation sheet for evaluating agents and Adhoc evaluations
- Coaching the Coach and coach staff on short comings identified
- Identify and address development areas with individual staff and bring such issues to the attention of the Team Manager and respective Line Managers
- Ensuring that calibration session happens within the teams as well as with other departments
- Huddles with QA Team
- Objective out lining and Performance Appraisal and team support
- Driving correct behavior and service delivery via related incentive's structure
- Do trend analysis and identification in the QA Sales
- Process Service Enhancement for related departments! Resolve escalated customer complaints
- Identifies root cause of complaints in area and address root cause
- Ensures accuracy of reporting from QA staff as per QA Charter
- Monthly reports - Identify and communicate training requirements to management and training team
- Monthly report - compiling and analyzing data and stats for feedback to department managers
- Ensures adherence compliance with applicable laws, regulations, and requirements (FICA, FAIS, TCF).
Team Leader Quality Management & Customer Centricity
Hollard Insurance
05.2009 - 04.2012
- Monitor activities within the business pertaining to issues that affect the quality, customer service and complaints
- Providing Business, Training, Continues Improvement and Complaints Teams with the relevant findings / information and make recommendations on process improvements and training needs of agents
- Improve the quality of service through coaching & training with agents and other staff members
- Ensuring that all agents are customer centric
- Staff adherence to schedule - Managing performance
- Building relationships with other departments and Team Leaders
- Dealing with customer complaints and strategizing on the reduction of complaints
- Ensuring that SLA’s is met with all departments
- Coaching and Training Team Leaders from other departments as well and my team members
- Creating and updating audit sheet for evaluating agents and Adhoc evaluations
- Coaching the Coach and coach staff on short comings identified
- Identify and address weak performance areas with individual staff and bring such issues to the attention of the QM Manager and the staff member’s respective Line Managers
- Ensuring that calibration session happens within the teams as well as with other departments
- Huddles with all teams [team leader huddle, complaints huddle]
- Complaints resolution to ensure Customer Centricity including Hello Peter and Ombudsman Complaints
- Involved with Customer Service project for Front Line [switchboard, message center, reception] Customer Services Team, Claim as well as Sales
- Objective out lining and Performance Appraisal and team support
- Conduct post incident customer surveys and perform mystery shopper surveys
- Do trend analysis and identification
- Develop solid MIS to monitor claim trends
- Ensures that all information is sufficient for the actuarial division to create a proper rating model
- Monthly reports - Identify and communicate training requirements to management and training team
- Assist with compiling and analyzing data and stats for feedback to department managers, EXCO and General Manager
- Recruitment of staff.
Quality Assurance Technician
Hollard Insurance - Long Term Products
04.2007 - 04.2009
- Conduct Audits
- Coaching the Coach and coach staff on short comings identified
- Identify and address weak performance areas with individual staff and bring such issues to the attention of the QM Manager and the staff member’s respective manager
- Conduct post incident customer surveys (perform mystery shopper surveys)
- Trend identification and analysis
- Work without supervision and can initiate my own work
- Monthly reports - Identify and communicate training requirements to management and training team
- Quality management related projects (Continuous Improvement).
Quality Assurance Acting Manager
O'Keeffe & Swartz
08.2006 - 03.2007
- Compiling consolidated QA Report
- Assisting with sales agents that needed coaching to improve on their sales target
- Managing 12 QA Officers
- Training and developing the QA team
- Developing and maintaining of the call evaluation scoring card
- Schedule 1on I with the team
- Designing of the product test to be written before the campaign goes live
- Dealing with escalated customer complains.
Quality Assurance Officer
O'Keeffe & Swartz
05.2005 - 07.2006
- Looking after 4 Sales Outbound Teams which comprises of 15 Sales agents per each team
- Auditing the calls for quality purposes
- Providing weekly scores that feeds to monthly QA Scores per team
- Provide monthly report to Sales Managers on the trends picked during a particular month
- Coaching Sales Agents on both Compliance and selling aspects
- Conduct random call audits on different campaigns to pick up how the campaign is performing
- Build professional relationships with sales teams
- Designing of the product test to be written before the campaign goes live.
Verification Officer
O'Keeffe & Swartz
10.2004 - 04.2005
- Verifying all sales calls if they are free of any compliance errors or any misrepresentation
- Achieving of daily target
- Flagging the calls to quality assurance if there were any compliance issues
- Pend the sale back to the sales manager for any minor errors
- Ensure sales teams were complying.
Casual Employee
Topics Southgate Branch
07.1998 - 09.2004
- Admin assistant
- Assisting customers with paying for their goods
- Running back office work which included balancing the performance book, consolidating the banking, receiving and capturing new stock and paying wages for all casual employees
- Running the store in the absence of the branch manager.
Education
Bachelor of Science - Computer Science
Vista University Known As UJ Soweto
Soweto Campus 04.2001 - 04.2003
Computer Science, 3rd Level - undefined
Statistics, 3rd Level - undefined
ITUC - Information Technology Users Council Certificate - undefined
01.1997 - 04.1998
Matric - undefined
Skills
Excellent written and verbal communicationundefined
Summary Of Achievements
Customer service experience in the financial arena, client liaison and client service experiences. Streamlining of processes. Knowledge of the banking and insurance procedures, policies and process in different market segments. Involved in training of new staff. Trained on new computer packages and assist the team on new system. Coach and develop subordinates. Work in a call center environment involved in campaigns and organising stats regarding team responses. Training the trainer and development of manuals for QA purposes.
Areas Of Competence
- Process optimization
- Operational
- Sales
- Customer Service
- Claims
- Retention
- Quality Management and Development
- Complaints Management
Certificates Of Competency
Wits Digital Certificate in Fundamental of Marketing and Learning & Development. Wealth Management 120 FAIS Credits and RE5
Personality
I am passionate about coaching and not only perform it at work but also take it outside work and I sleep better knowing that I have helped someone realise their potential so that they reach their goals. People perform at their optimum once they are being coached and they never stopped asking for more cause the rewards speaks for themselves.
Personal Information
- ID Number: 7711125397088
- Driving License: Yes
- Marital Status: Single
References
- Ms. Puleng Molete, Liberty Life, 073 645 4125
- Ms. Matshepo Tsosane, Hollard Life, 084 382 9573
- Ms. Cathy Voster, O'Keeffe & Swartz, 011 777 6000
Timeline
Manager of Coaches
Liberty Emerging Consumer Market Direct
03.2016 - 10.2019
Facilitator
Liberty Life – Emerging Consumer Market
05.2015 - Current
Sales Coach
Liberty Life – Emerging Consumer Market
02.2015 - Current
Team Manager Quality Assurance
Liberty Life – Emerging Consumer Market
12.2012 - 04.2015
Team Leader Quality Management & Customer Centricity
Hollard Insurance
05.2009 - 04.2012
Quality Assurance Technician
Hollard Insurance - Long Term Products
04.2007 - 04.2009
Quality Assurance Acting Manager
O'Keeffe & Swartz
08.2006 - 03.2007
Quality Assurance Officer
O'Keeffe & Swartz
05.2005 - 07.2006
Verification Officer
O'Keeffe & Swartz
10.2004 - 04.2005
Bachelor of Science - Computer Science
Vista University Known As UJ Soweto
04.2001 - 04.2003
Casual Employee
Topics Southgate Branch
07.1998 - 09.2004
ITUC - Information Technology Users Council Certificate - undefined
01.1997 - 04.1998
Computer Science, 3rd Level - undefined
Statistics, 3rd Level - undefined
Matric - undefined
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