Results of NAP done during an interview:
On a daily basis, he enjoys customer relations (building sustainable relationships), retention strategies and staff-development initiatives (highly committed to imparting knowledge).
He is a conceptualizer who relishes implementation as well as seeing a project through from beginning to end. He is an extremely hands-on individual who like to take responsibility for his contribution.
Structured in terms of ensuring that company policies and procedures are followed.
Highly detail-oriented and believes that detail is the foundation of success.
Natural Aptitude Career Planned CV
Experience in line with Customer Liaison
- Management and development of sales representative teams with a debt-book value of R 4 million
- Direct involvement in the selection and hiring of call-centre staff (decision-maker) and previously worked as a recruitment consultant
- Applying 80/20 rule by ensuring that 80% of calls were answered within twenty seconds.
- Reduced wrap-up-time from two minutes to one minute and thirty seconds in order to ascertain that agents were available to take calls so call answer-rate percentages were on par.
- Ensured that call lengths took between 2.5 to 7 minutes in order to satisfy the 80/20 rule.
- Developed call-centre training programs by using individual development programs to feed into the training-needs analysis
- Developed automated incoming-faxes training by initiating sourcing of suppliers, drafting the process and writing it up in terms of specifications
- Conducted random quality-assurance checks on a monthly basis
- Profitable dialler campaigns were reactionary exercises put together to fast track sales lagging behind. Cyril put in a predictive dial-up facility to pinpoint the strongest sales agents and set questions to be asked of potential customers in order to increase the sales and marketing
- Exceeded company’s monthly target of 350K by more than 50% consistently
- Conducted Daily Sales Outstanding through account analysis by assessing pay history and looking at deductions. Managed DSO based on bank statements and not on remittance advice as this further sustained company cash flow.
- Effective credit management by analysing clients’ pay history over three months and placing limits on accounts if necessary.
- Involved in management of companies’ exposure to risk through credit references, general stability, financial statements, etc.
- Extensive quality assurance experience across career.
- Extensive dealing with FMCG companies such as: (Add a list company names)
- Exceeded a sales target of R180 000 astronomically by bringing in R 1.8 million
- Stable track record
EDUCATION
Matriculated
Diploma in Personnel Management and Training
Call Centre Management Standards and Implementation Certificate
MAP Certificate
IT Project Management Certificate
Technical and Management Skills
- Interactive and team building skills
- Call centre start-up strategies, CRM and SAP customer processes
- Advanced disciplinary procedure, performance, and coaching management
- Avaya and ATIO telephony systems
- Document management strategies and implementation
- Action request system (remedy)
- Accounts receivables/accounts management
- Purchasing management skills
- Sales management and training, change implementation, call centre tele-skills evaluation
CAREER
Period: Date
Company: Investment Holdings
Position: National GM Sales and Marketing Manager
Responsibilities:
- Query resolution, information sharing, training internal and external customers, deal with walk-in customers, schedule deliveries, inventory management and damages control, incoming and outgoing calls
- Manage and lead the performance of the twenty-three employees nationally
- Responsible for the procurement and testing of computer hardware and software
- Reduced direct cost, which impacted company profitability
- Empowered the administration team through coaching, delegating, training and discipline using a situational leadership quadrant
- Dealing with DOMs, ROMs and Ops queries related to schedules and contractual obligations
- Responsible for sales generation and full credit-control function
- Responsible for subcontractor contracts and negotiations with suppliers
- Responsible for interviewing potential suppliers, product testing, reviewed profitability, product suitability, working with supplier to provide above average suitability and negotiating purchase price
- General buying of stationery, equipment, and hardware
- Creating back-up suppliers and buffing up for JIT supply
- Reduced the debtors days to thirty-three days by providing exceptional service
- Improved staff moral through daily “buzz sessions” and ensured that their concerns are addressed speedily
- Assisted with opening of head office
- Introduced complaints channel for customers
- Introduced document-management control and vehicle-logging trip schedules
- Instituted disciplinary actions and chair corrective actions
- Management of tender processes, site visits, prepare proposals and presentations
- Secured new suppliers of new cleaning products
- Prepared price structure for new deals
- Attended senior executive meetings and presented unit’s future plans
- Staff recruitment
Period Date
Company Staffing Services
Position Account Executive
Responsibilities:
- Responsible for various client accounts
- Managed financials and improved collection
- Improved relations with clients
- Deliver and collect time sheets
- Business development and networking
- Research and project management
- Perform interviews and selection
- Managed employee relations
