Resume of Nathaniel Lemour

Resume of Nathaniel Lemour

No 65 Rahima Moosa Street , Newclare , 2093078 152 [email protected]

Driver’s License : Yes Code 2

O B J E C T I V E STo perform my duties to the best of my ability and find pleasure in whatever career path I choose.

E D U C A T I O N 2 0 0 2 - L a n g l a a g t e T e c h n i c a l H i g h S c h o o l 2 0 0 3 – C o r n e r s t o n e H R 2 0 0 3 – A l p i n e C o m p u t e r C o l l e g e 2 0 0 4 - C o m p u s c a n C o u r s e 2 0 0 8 - P r o f e s s i o n a l S k i l l s f o r C u s t o m e r S e r v i c e

A g e n t s ( V o d a c o m S A ) 2 0 0 8 - C u s t o m e r , C o n f l i c t & C o n f r o n t a t i o n

( V o d a c o m S A ) 2 0 0 8 - F r o n t l i n e C a l l C e n t r e S k i l l s S i m u l a t i o n

( V o d a c o m S A ) 2 0 0 8 - H a n d l e C a l l s w i t h c o n f i d e n c e &

P r o f e s s i o n a l i s m ( V o d a c o m S A ) 2 0 0 8 - C u s t o m e r S e r v i c e A g e n t S k i l l s S i m u l a t i o n

( V o d a c o m S A ) 2 0 0 9 - N Q F 4 C o n t a c t C e n t r e O p e r a t i o n s ( P r i o r

L e a r n i n g C e n t r e / V o d a c o m S A ) 2 0 1 1 - S u p e r v i s i n g C o u r s e ( S m o l l a n G r o u p S A ( P t y )

L t d ) 2 0 1 1 - F i r e M a r s h a l l C o u r s e ( S t J o h n ’ s – S m o l l a n

G r o u p ) 2 0 1 1 C a l l C e n t r e C o u r s e ( S m o l l a n G r o u p S A ( P t y )

L t d ) 2 0 1 1 B u s i n e s s W r i t i n g C o u r s e ( S m o l l a n G r o u p S A

( P t y ) L t d ) 2 0 1 2 C o a c h i n g S k i l l s ( S m o l l a n G r o u p S A ( P t y ) L t d )

E X P E R I E N C E

RFS Financial Services - Facilitator – 07 Nov 2016 to Date

Facilitator : Training & Development

mailto:[email protected]


identifying training and development needs within an organisation through job analysis, appraisal schemes and regular consultation with business managers and human resources departments;

designing and expanding training and development programmes based on the needs of the organisation and the individual;

working in a team to produce programmes that are satisfactory to all relevant parties in an organisation, such as line managers, accountants and senior managers at board level;

considering the costs of planned programmes and keeping within budgets as assessing the return on investment of any training or development programme is becoming increasingly important;

developing effective induction programmes; conducting appraisals; devising individual learning plans; producing training materials for in-house courses; managing the delivery of training and development programmes and, in

a more senior role, devising a training strategy for the organisation; monitoring and reviewing the progress of trainees through questionnaires

and discussions with managers; ensuring that statutory training requirements are met; evaluating training and development programmes; amending and revising programmes as necessary, in order to adapt to

changes occurring in the work environment; helping line managers and trainers solve specific training problems,

either on a one-to-one basis or in groups; keeping up to date with developments in training by reading relevant

journals, going to meetings and attending relevant courses; having an understanding of e-learning techniques, and where relevant,

being involved in the creation and/or delivery of e-learning packages; researching new technologies and methodologies in workplace learning

and presenting this research.

Nexgen Empowerment Solutions - Sales & Operations Manager – 04 July 2016 to 02 September 2016

Sales Call Centre Manager

Manage the day-to-day activities of the call centre; Managing and ensuring compliance with SLA’s; Competence development and capacity planning; Ensure that effective communication channels are maintained at all

times; Build and manage relationships with key stakeholders; Promote team work among supervisors, staff and key stakeholders of the

customer; Undertake special projects and tasks as and when required; Assisting supervisors in the resolution of problems - both technical as

well as human resource related issues; Comply with Company policies; Reporting – monthly, quarterly and annually, both internally and

externally to customers; Ensure up to date documentation of all processes and supported


environments; Assist with the implementation of all newly defined Engineering and

Support Centre processes; Responsible for the achievements of SLA’s; Manage processes relating to root cause analysis and incident

investigation; Performance contracting and measurement; Standby list scheduling; Leave planning; Operational Cost Management; Quality – maintain and take correct steps where necessary; Health and Safety – responsible for identifying hazards / dangers to the

dynamics of service delivery and corrective steps taken to be discussed with management.

Business development across all brands

Develop, in conjunction with management, targets and goals annually to be reviewed on a monthly basis for achievement

Design and implement plans to incept, grow and develop untapped clients markets and sectors

Review current database of clients (present and past) and develop a contact plan for future business growth

Following up new business opportunities and setting up meetings Establishing and maintaining working relationships Communicating new product developments to prospective clients Track and report on business pipeline, closing of business, future

business development activities Provide management with input and feedback on market trends and

changes

Budget management

Budget development and control, in conjunction with Finance for reporting

Effective management to ensure that functions sold are not discounted in peak season i.e. ensure margins are not eroded

Achievement of GP targets Develop clear plans to farm existing clients and propose forecasted

opportunities

New projects

Create client database and pipeline Ensure management and effective planning of functions booked Gather client input and feedback on events held Amend plans in accordance to feedback and report quarterly to

management regarding progress. Assessing new markets in relation to the area

Recruitment & Sales Trainer

Establishes recruiting requirements by studying organization plans and objectives; meeting with managers to discuss needs.

Builds applicant sources by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites; providing organization information, opportunities, and benefits; making presentations; maintaining rapport.


Determines applicant requirements by studying job description and job qualifications.

Attracts applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites.

Determines applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements.

Arranges management interviews by coordinating schedules; arranges travel, lodging, and meals; escorting applicant to interviews; arranging community tours.

Evaluates applicants by discussing job requirements and applicant qualifications with managers; interviewing applicants on consistent set of qualifications.

Manages new employee relocation by determining new employee requirements; negotiating with movers; arranging temporary housing; providing community introductions.

Improves organization attractiveness by recommending new policies and practices; monitoring job offers and compensation practices; emphasizing benefits and perks.

Manages intern program by conducting orientations; scheduling rotations and assignments; monitoring intern job contributions; coaching interns; advising managers on training and coaching.

Avoids legal challenges by understanding current legislation; enforcing regulations with managers; recommending new procedures; conducting training.

Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Accomplishes human resources and organization mission by completing related results as needed.

Recruitment

Manage the full life cycle of the recruitment process while partnering with line management to plan and implement cost-effective sourcing strategies that identify and deliver top talent to Client Services Group- Operations.

Build and maintain networks of potential candidates for Client Services Group- Operations through pro-active market research and on-going relationship management. • Source high quality talent; build networks to find qualified passive candidates and develop a pool of qualified candidates in advance of need; collect market intelligence on talent supply, competitor trends, etc.

Research, recommend and implement new sources for active and passive candidate development.

Engage with hiring manager to conduct initial needs assessment and create accurate well written position specifications/job advertisements.

Conduct in-depth interviews of potential candidates, demonstrating ability to anticipate hiring manager preferences through high offer-to-interview ratios.

Develop and communicate recommendations to hiring managers based on knowledge of the markets, candidate and talent strategies.

Cultivate a network of relationships inside and outside the organization; work with clients to help promote opportunities out to their networks.

Participate in special projects/recruiting initiatives including assessment of best practices in interviewing techniques, leveraging of internal sources of talent and identification of top performers.

Apply broad knowledge and seasoned experience when addressing complex issues.

Work with colleagues and leadership to establish a compellingly clear vision for the client business.

Provide a holistic perspective and embraces long term goals that are


well balanced against short and intermediate term needs. Anticipates business problems and translate into opportunities for Talent

Acquisition

Accounts and Credit Control

Liaising with corporate clients - 100% Business to business Follow-up/collect outstanding accounts/debts Reconciliations and adjusting client accounts when required Banking and allocation of funds Data Entry Perform outbound and inbound collections calls and emails Improve cash flow by achieving targets and reducing days standing out

on your ledger Preparing statements and overdue reminders to clients

ADY Staffing – 03 April 2016 – 08 June 2016

At ADY Staffing I sourced a call centre campaign for them which is called Asterio Medical Insurance which they are dialing to date. I had various roles in this campaign which I will list below

Team Manger Sales Team Interviewing Candidates for 1Life and Asterio Medical Training the Candidates on Fais and Fica Assessing the agents on both the product and Fais & Fica Setting up the network in Call Centre Managing the Dialer - Vicidial Reports and Analysis on Stats

CallForce – Recruiter 15 March 2016-01 April 2016

Sourcing Cvs Telephonic Screening of Candidates Asessing of Candidates Interviewing Of Successful Candidates Referring Successful Candidates to the Client with a success rate

Starsat - Outbound Sales Supervisor – 8 Dec 2015 till to 29 Feb 2016


Outbound Sales Supervisor





externally to customers;

Nexgen Empowerment Solutions - Sales & Operations Manager – 1 May 2015 till to 7 Dec 2015










dynamics of service delivery and corrective steps taken to be discussed


with management.







changes

Budget management




opportunities

New projects


















Recruitment











Provide a holistic perspective and embraces long term goals that are well balanced against short and intermediate term needs.

Anticipates business problems and translate into opportunities for Talent Acquisition

Accounts and Credit Control

Liaising with corporate clients - 100% Business to business Follow-up/collect outstanding accounts/debts Reconciliations and adjusting client accounts when required Banking and allocation of funds Data Entry


Perform outbound and inbound collections calls and emails Improve cash flow by achieving targets and reducing days standing out

on your ledger Preparing statements and overdue reminders to clients

Xolweb General Manager Sales & Operations – 1 Nov 2014 till to 31 March 2015










dynamics of service delivery and corrective steps taken to be discussed with management.








changes

Budget management




opportunities

New projects


















Recruitment













Talent force CFM specialist and Quality Control Specialist– 21 Oct 2013 till 31 Oct 2014

Screening through over 300 cv’s daily Matching a CV through an I.T related Job Specification i.e. Engineers,

developers and etc. Implementation of Daily targets for new employees employed with the

company Compiling Daily reports and monthly reports to the relevant stakeholders

within the company. Quality Checking Submitting shortlists to various heads of business Conducting shortlisting meetings with Divisional Heads Identify training needs and ideas with the Project Coordinator


Data Integrity and Implementation of various storage units Extensive Knowledge of IT

Aegis BPO Talent Acquisition – 01 Mar 2013 till to 31 Sept 2013








Conduct regular follow-up with managers to determine the effectiveness of recruiting plans and implementation.






Aegis BPO Team Leader – AIG 28 Mar 2012 till to 31 Apr 2013

Managing Staff of 20 people Compiling reports for superiors Assisting with escalations Performance Discussions Feedback to agents on the Performance Weekly & Monthly Assessments on agents performance Adhoc Functions from superiors Buddy Coaching

Smollan Group SA (Pty) Ltd- Team Leader 01 Feb 2011 – 01 Mar 2012 Handling the Coca-Cola Account Managing Staff of 4 people Compiling reports for Coca-Cola management and superiors Assisting with escalations Performance Discussions Trend Analysis on Coca – Cola complaints done regularly


Feedback to agents on the Performance Weekly & Monthly Assessments on agents performance Adhoc Functions from superiors Buddy Coaching

Created training manuals for coca cola for new intakes joining the company . Started a quality forum at coca cola .

Vodacom Customer Care Call Centre

01 September 2006- 28 January 2011

Prepaid Consultant

Prepaid Queries Data Handset 1 GSM Core

Coach

Did on the job training with relevant people. Systems training Soft Skills Motivational Speaker

Prepaid Team Leader

Managing a staff of 12 people. Compiling reports to my superiors Assisting with escalations

Accounts Team Leader

Managing a staff of 12 people Compiling reports to my superiors Assisting with escalations

Yebo Yethu Team Leader

Managing a staff of 10 people Compiling reports to my superiors Assisting with escalations Knowledge about Bee Shares

Flexi Shift Leader Project

Managing a staff of + - 100 people Compiling reports to my superiors on a monthly basis Assisting with escalations Drafting policies and procedures

Flexi Shift Leader Project

Managing a staff of + - 100 people Roles and Responsibilities have been divided into 6 people. I currently

look after Quality. Quality

Currently managing + - 100 people One on One Sessions Buddy Coaching Quality Disputes Escalations to process team pertaining to a irregular call procedure Trend Analysis on agents performance Feedback to agents Performance discussions Weekly Quality Circle Meetings with agents ( Chairman )


Listening to calls Impact Team Leader Project

Managing a staff of 10 people Compiling reports to my superiors Assisting with escalations Assisting with the forecasting as per shifts two weeks in advance . Buddy Coaching Quality Disputes Escalations to process team pertaining to a irregular call procedure Trend Analysis on agents performance Feedback to agents Performance discussions Weekly Quality Circle Meetings with agents (Chairman) Listening to calls

Mpesa Team Leader – Mobile Banking Product

Managing a staff of 10 people Compiling reports to my superiors Assisting with escalations Assisting with the forecasting as per shifts two weeks in advance . Buddy Coaching Quality Disputes Escalations to process team pertaining to a irregular call procedure Trend Analysis on agents performance Feedback to agents Performance discussions Weekly Quality Circle Meetings with agents (Chairman) Listening to calls

Data Handset 2 Team Leader

Compiling reports to my superiors Assisting with escalations Assisting with the forecasting as per shifts two weeks in advance. Buddy Coaching Quality Disputes Escalations to process team pertaining to an irregular call procedure Trend Analysis on agent’s performance Feedback to agents Performance discussions Weekly Quality Circle Meetings with agents (Chairman) Listening to calls Email, Phone as a modem, Data Handset, Blackberry

Assisting with forecasting and scheduling of shifts for Yebo Yethu, Mpesa and Impact Team Shifts. Implemented a lot processes at Vodacom. Call management process for Sim Swap

The past year at Vodacom I have grown from an agent to coach .While I was a coach I trained people and put them on the floor .They currently shining and striving for success. I was then promoted to a prepaid team leader where I was with my team for a couple of months and to myself and the team where promoted to Accounts Department.Where we are currently very successful and working hard as 1 unit. I learn everyday working at Vodacom SA.

Atlas FinanceAugust 2003-01 July 2006

BRANCH MANAGER/LEGAL ADMINISTRATOR/CREDIT CONTROLLER


Interviewing of relevant clients. Accessing and processing of loans. Credit Checks (Compuscan & MLCB) Preparing Legal documentation for court and in contact with all sheriffs in

Gauteng. Compiling Daily reports and month end figures. Basic debt collecting, telephonically. Managing a branch with full staff compliment. Customer service and general office duties. Extensive knowledge of MS Word program. Proactively collecting debt by contacting customers with outstanding

debts to recover payment obligation in accordance with company policy Controlling and reviewing the 30 day debtor accounts and their credit

levels Responsible for ensuring compliance with the company collection policy

and ensure that the policy is clearly understood by all relevant parties (internally and externally)

Effectively manage accounts receivable and general office administration Timeous monthly distribution of invoices and statements Liaising with customers with regards to obligations in terms of their

contracts/payment terms Acting swiftly to resolve problems, queries and complaints Effectively managing the bad debt Effective credit checking on all new accounts Effective management of debtors from vetting to legal handover Managing the legal debtors and following up with lawyers Pre-legal letter drafting and bad debts managed monthly Procedural adherence in all aspects of the management of bad debts Accurate record keeping of customer interaction Keeping all electronic interactions with customers (e.g. email) Effective inter-departmental communication Effective and useful reports compiled regarding the aging and debt

management of the debtors on a weekly and monthly basis (and if necessary daily)

Effective and meaningful reports compiled for business reporting and sales/management decisions

Preparing settlements in line with company procedure Effectively liaising with sales people, area and business unit managers

on an on-going basis and enlisting help when required so as to resolve any payment issues

R E F E R E N C E S Mr Selvan Pillay – Atlas Finance ( W ) 011 331 6121

Miss Letisha Heslop - Vodacom (Head Shift Leader) ( C )082 359 5947

Mr Edward Pauwels – Vodacom (Supervisor) ( C ) 082 997 3324

Mr Devan Naidoo – Smollan Group (Call Centre Manager) ( C ) 083 253 1968

Mr Kuben Poonan – Aegis BPO (Recruitment Manager) ( C ) 082 820 2226

Mrs Charmaine Solomon – Talentforce (Project Manager) ( C ) 072 362 7417

Ms Tracey Mead – Talentforce (Project Coordinator ) (C ) 079 924 4883

Mrs Abigail Zitha Xolweb & Nexgen Empowerment Solutions - Human Resources ( C) 082 864 9330


Mr Clyde Bowes Starsat (C) 071 828 7681

Mandy Douglas CallForce ( C ) 082 876 5463

Steve Makola Ady Staffing ( C ) 071 724 4384

Gareth Sullaphen RFS Fin Services ( C ) 076 132 1155

S K I L L SMicrosoft Office 2007 – 2013

MS Dos Applications – Atlas Finance

AS 400 – Smollan Group

Windows XP , 7

Google Drive

Basic Hardware knowledge and IT Support Knowledge

Claims Applications – AIG

Resume of Nathaniel Lemour

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