Facilitate training of all new and current staff in the Retirement Fund call centre. Including the following:• Introduction to retirement funds as well as all retirement fund theory based training.• Systems training on the following systems: Khanya(COMPASS),Alex,CRM,Omni,SSO(Af Online)Updating of training resources such as activities as well as manuals.Creation of induction reports for all new delegates on completion of training.Creating and updating of training material.Design of job aids.Creating of learner profiles on the e-learning system.Assessing new staff on the job as soon as training is completed.Providing on the job assistance to all new staff.Analyzing and identifying the training needs of current staff.Weekly quality assurance for 30 agents including individual feedback for each agent.Bi-monthly coaching sessions with all agents assigned to me.Complaints as well as TCF training for all staff.Implementation of POPI and regular Audits on staffCreation of e-learning assessments.Conducting needs analysis’ based on client feedback.Development of QA Processes for other divisions.Collaboration sessions with agents as well as managers.I am a self motivated hard working individual who is extremely organized. My creative ability and passion for learning and training will make me an asset to any training department. My teaching experience as well as the experience gained within the training department of the contact center provides me with the understanding of how the training life cycle works.

• Manage a portfolio of funds by performing the administration function for the disability process• Notifications to Insurers on all potential claims received.• Bi-weekly follow ups to clients for all outstanding information required to finalize claims.• Collating of monthly client reports for each client.• Loading and checking payments for all admitted claims.• Managing a team of disability administrators.• QA of all monthly reports collated by the administrators.• Monthly statistics as well as membership figure generation.• Monthly one-on-one coaching sessions with each team member.• Needs analysis compilation in order to upskill new as well as current staff.• Training of new as well as current staff.• Completion of Personal Development plans for staff.• Completion of Performance Contracts for staff.• Trend analysis for each fund within the portfolio.• Implementation of new processes in order to stream line processes.• Development of business tools in order to improve the area.• Facilitation of training to clients.