Mark Little Email & Phone Number

Johannesburg, Gp, Za

Johannesburg, Gauteng, Za

1. Redesigning and streamlining work processes to enhance operational efficiency, leveraging data-driven insights and innovative solutions.2. Implementing a holistic quality management system that incorporates robust frameworks, consistent quality audits, and responsive corrective actions.3. Establishing a strategic communication and governance framework to ensure alignment across all levels of the organization, including clients, stakeholders, and team members.4. Implementing strategic management of departmental budget and resources to drive cost-effectiveness and financial responsibility.5. Driving the digital transformation of learning through championing eLearning platforms and skills development initiatives that are in line with modern digital learning trends.6. Setting key performance indicators (KPIs), monitoring team performance, and providing comprehensive reports to inform strategic decision-making.7. Collaborating with training teams to design, implement, and continually improve quality-focused training programs that enhance workforce skills and performance.8. Ensuring adherence to industry-specific regulations, company policies, and client requirements to mitigate risk and maintain trust.9. Establishing and maintaining service level agreements with vendors and clients that clearly define and uphold quality expectations.10. Spearheading initiatives that foster continuous improvement across all facets of the organization.11. Leading the QA team effectively, focusing on hiring, training, and evaluating performance to ensure optimal output.12. Facilitating comprehensive workforce planning strategies that support career development, succession planning, and skill development.13. Integrating training initiatives into broader HR programs and strategies, enhancing talent management and onboarding processes.14. Advocating for a culture of continuous learning and development that aligns with strategic business outcomes.

Johannesburg, Gauteng, Za

Johannesburg, Gauteng, Za

• Responsibilities are to ensure Technical and Soft skills training is delivered to our client base who are Volvo, Land rover, Southern Sun, Samsung Europe, Ford/Mazda, Toyota, BMW, General Motors, Gidani, Lexmark SA, Department of Home Affairs, and British Gas “Pay As You Go Energy”.• Ensure that monthly reporting happens on time for each program.• Ensure that staff is constantly up skilled to train the modules that they are training. • Involved in the appointment of new staff. • Involved in the launching and managing of new clients. This includes developing and training of new training material and ensuring that all new employees are deemed competent to the clients needs before the “Go Live” date • Ensure that there is a central learner database in place that is updated and current at all times.• Ensure that all staff adheres to program meeting schedules and action items are actioned within specified timeframes.• Ensure that Quality Assurance is adhered to by conducting bi weekly calibration sessions with all program Quality Assessors and Team Managers (Team Leaders) • Ensure that all training reports are submitted and checked within the specified timeframes.• Develop & review business SOP’s• Develop and deliver technical and soft skills training to Call Centre Managers, Team Leaders, and Customer Services Representative• Deliver and report on “On the job Coaching”.• Conduct formal KPI reviews on staff members• Be a training committee leader and lead the process of organisational skills development and employee development• Advise the organisation on the implementation of the WSP• Advise the organisation on the quality assurance requirements of the relevant SETA• Chair the skills development planning committee or training committee• Bring the company policies in line with the regulations as laid down by the Skills Development Act• Submit WSP and ATR to SETA• 18.1 and 18.2 Learnership Coordination and Implementation

• Responsibilities are to ensure Technical and Soft skills training is delivered to our client base who are Volvo, Land rover, Southern Sun, Samsung Europe, Ford/Mazda, Toyota, BMW, General Motors, Gidani, Lexmark SA, Department of Home Affairs, and British Gas “Pay As You Go Energy”.• Ensure that monthly reporting happens on time for each program.• Involved in the launching and managing of new clients. This includes developing and training of new training material and ensuring that all new employees are deemed competent to the clients needs before the “Go Live” date • Staff motivation and development• Conduct Induction to new staff members. • Ensure that all feedback on all scheduled training and assessment activity is delivered within specified timeframes and in accordance with AEGIS standard operating procedures.• Ensure that all staff adheres to program meeting schedules and action items are actioned within specified timeframes.• Ensure that Quality Assurance is adhered to by conducting bi weekly calibration sessions with all program Quality Assessors and Team Managers (Team Leaders) • Ensure that all training reports are submitted and checked within the specified timeframes.• Develop & review business SOP’s• Develop and deliver technical and soft skills training to Call Centre Managers, Team Leaders, and Customer Services Representative - Some of the courses I have developed Using the VOIP Avaya phone Using the VOIP Alcatel phone Computer Literacy which included Windows, DOS, VISIO Programme specific CRM manual Seven Habits of highly effective agents (taken from the 7 habits of highly effective people) Customer services Case management Using Office 2000 – 2013 Diversity in the workplace• Deliver and report on “On the job Coaching”.• Conduct formal KPI reviews on staff members• Ensure all staff understand company policies and procedures

Johannesburg, Gauteng, Za

Involved in the appointment of new staff,Implementation and management of COMPTIA assessment centre, Conduct quality assurance on all trainers and feedback, Conduct one-on-one feedback sessions, Quality check developed course curriculums, Quality check developed training materials (user guides, handouts, rosters, surveys etc.), Staff motivation and development, Conduct formal KPI reviews on staff members, Analyse reports to all customer inquiries regarding training, Assist in marketing of training courses to potential users, Identified middle management training needs for training & development, Trains others to present courses to meet organisational training needs, Provides individual and team-based follow-up, coaching and team building to support development and performance management, Develop & review business SOP’s, Departmental budgeting, Arrange annual graduation, Deliver and report on “On the job Coaching”, Monthly reporting to Principal

Johannesburg, Gauteng, Za

Conduct classroom training sessions, Conduct one-on-one training sessions, Develop course curriculums, Develop training materials (user guides, handouts, rosters, surveys etc.), Record and respond to all customer inquiries regarding training, Assist in marketing of training courses to potential users, Monthly reporting to the Senior Facilitator, Courses trained and developed:o Computer Literacyo A+ Preparationo Network + Preparationo Internet + Preparationo Windows Servero Linux Operating Systemo Linux Administrationo Linux Server Administration o PC and Network trouble shooting and fault findingo Personal Skills Development (Soft Skills)o Final Practical Exam

• Maintain manufacturing systems, PCs and terminal server networks.Set up and maintain new and existing PCs• Troubleshoot and fix problems encountered on PCs and triage issues with affiliated departments• Create, edit, and maintain documentation for data collection reporting.Interface with data warehouse to pull reports for stored product data.Interface and upgrade systems as required, provide input on buy / lease on case-by-case basis• Analyze data, recommend and drive process improvements• Perform system related duties• Personal Computer database generation, maintenance, analysis of multiple systems and processes• Maintain inventory for PC spare parts (Ordering, Tracking, Procurement• Interface with corporate end users as well as engineering and management staff• Installation of networks• Installation of Servers & Desktops• Administer Windows Server & Linux Servers

• Involved in the appointment of new staff• Cashing up of all tills at the end of the shift• Locking up of the CNA branch• Customer service queries• Manage staff in the branch• Ensure all stock is on the floor • Manage staff leave days• Staff motivation and development• Supervise Customer Care Representatives which includes coaching, counseling and mentoring of staff• Develop Customer Care Representatives• Assist in training new hires

- Assemble, install, test, and maintain electrical or electronic wiring, equipment, appliances, apparatus, and fixtures, using hand tools and power tools.- Diagnose malfunctioning systems, apparatus, and components, using test equipment and hand tools, to locate the cause of a breakdown and correct the problem.- Connect wires to circuit breakers, transformers, or other components.- Inspect electrical systems, equipment, and components to identify hazards, defects, and the need for adjustment or repair, and to ensure compliance with codes.- Advise management on whether continued operation of equipment could be hazardous.- Test electrical systems and continuity of circuits in electrical wiring, equipment, and fixtures, using testing devices such as ohmmeters, voltmeters, and oscilloscopes, to ensure compatibility and safety of system.

(Mdp) Management Development Program, Business, Management, Marketing, And Related Support Services

Certificate, Odedtp Qualification

Content/Course Design And Development, Odetdp

Moderator Certification, Odetdp

Articulate Stortyline Elearning Publishing Tool, Elearning

Qualified Sdf, (Skills Development Facilitator), Odetdp

Qualified Assessor, Odetdp

Certified Technical Trainer, Workforce Development And Training

Network+, Computer Systems Networking And Telecommunications

I-Net+, Computer Systems Networking And Telecommunications

A+ Certification, Computer Systems Networking And Telecommunications

Information Technology Diploma, Computer And Information Sciences And Support Services

Electrician Diploma, Electrical And Electronics Engineering