Tiny Shangase
Paralegal
10 Artdale Close Newlands West
Summary
Experienced Business Process Outsourcing (BPO) product training manager with a profound dedication to enhancing performance through effective leadership. Possessing exceptional interpersonal skills and a strong commitment to nurturing upcoming leaders through personalized coaching and mentorship. Demonstrated expertise in devising and executing strategic plans for onboarding new hires and implementing continuous improvement initiatives.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Training Manager
Nutun
10.2023 - Current
- Ensuring delivery of NH training in SA & KE
- Create and deliver continuous improvement projects
- Supporting/Handling client and stakeholder queries
- Keep track of monthly,quarterly and yearly goals
- Monitor and report on revenue cash flow
- Shift scheduling
- Coaching and mentoring of team members to achieve person development goals
- Evaluate organizational development needs and provide solutions
Facilitator
CCI Global
03.2019 - 09.2023
- Delivering of NH training in SA &KE
- Liaise with OMs to determine training needs and schedule training sessions
- Mentoring new trainers and floor trainers
- Design effective training programs
- Creating training agendas
- Creating educational training material to be use for training
- Ensure training is delivered and completed successfully
- Ensure that all new hire staff have an adequate transition to the operations floor and the existing staff receive appropriate and timely refresher, remedial / and cross skill training as per business needs
- Manage floor support activities to identify gaps in customer service, communication skills, product process knowledge and implement training interventions aimed at continuous improvement in advisor performance
- Leading in implementation of improvement plan projects (performance coaching)
- Leading and empowering floor trainers simultaneously leading a team of performance coaches in different areas of the business
- Compiling of raw data and conducting daily reporting to all stakeholders of the business
- Keep daily attendance of all NH training and records
- Liaising with international clients
- Creating and delivery of weekly/monthly business reports
Call center agent
CCI Global
02.2018 - 11.2018
- Answer courteously inbound calls
- Respond to customer inquiries
- Generate customer interest in the services or products offered by the company
- Provide personalized customer service by responding to the needs of the customers
- Ensure feedback from the customer to further improve the customer services
- Manage and update customer databases with the status of each customer
- Coordinate with the dispatch team to send products or provide services on time to customers
- Provide customers with brochures and information packages on products or services
- Build customer loyalty by follow-up of customer calls
- Evaluate problems of the customers and provide logical lasting solutions
Education
Paralegal diploma - Legal Studies
Damelin Correspondence Collage
Durban, South Africa 01.2013 - 01.2015
National Certificate - Exemption (GRADE 12)
Westham Secondary School
Durban, South Africa 01.2001 - 01.2005
Skills
Leadership training
Staff development plans
Exceptional communicator
Time management
Conflict Management
Accomplishments
- Trainer of the Quarter, 09/30/20
- Agent of the Quarter, 09/30/19
- Agent of the Year Finalist, 12/31/19
Reading and Baking
I'm an avid reader of rom-com and self motivational books, always seeking inspiration and fresh perspectives. When i need to unwind, i channel my creativity into baking crafting delicious cakes that bring me joy but also serve as my ultimate stress reliever. It my way of finding balance - mixing passion and productivity.
Timeline
Training Manager
Nutun
10.2023 - Current
Facilitator
CCI Global
03.2019 - 09.2023
Call center agent
CCI Global
02.2018 - 11.2018
Paralegal diploma - Legal Studies
Damelin Correspondence Collage
01.2013 - 01.2015
National Certificate - Exemption (GRADE 12)
Westham Secondary School
01.2001 - 01.2005
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