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Aeysha Abrahams CV 2016


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Aeysha Abrahams CV 2016

  1. 1. Curriculum Vitae of Aeysha Abrahams Personal Details Name Aeysha Abrahams Contact Details Work : 021 596 8913 Home: NA Cell : 0743033963 ID Number 8309070316085 Location Western Cape, South Africa Education and Training Year Matriculated 2001 Last School Attended Queens Park High School Year Course Institution 2001 NQF level 2 Services Seta 2002 NQF level 4 Services Seta 2002 Call center Qualification Services Seta 2002 Coachingand development The DialogueGroup 2011 Management with Intent CBM 2015 Excel Intermediate Apsol Training
  2. 2. SkillsMatrix 1. Had appropriate training only 2. Limited practical experience 3. Solid practical experience 4. Well-versed, extensive experience 5. Expert, extensive experience Type of Experience Experience in years Skill level Financial Management  Budgeting  Actuals  Forecasting  Reporting 8 3 Leadership and people management  Coachingand mentoring  Performance management 10 4 Systemic thinkingand management principles  Understandingcauseand effect  Identifyingimprovement interventions  Deep collaboration with delivery teams and customers 8 3 Communication skills  Written  Verbal  Presentation skills 7 3 ConflictManagement within the HR arena  Understandinggroup dynamics  Buildingteam work  Leveraging Group/team value 10 4 Operational Management (Processes and Procedures)  Partof roll outand implementations project for both Vicki and Geneses Dialler systems 2.5 4  Project Management and execution  Start-up of cold callingteams within outbound spacefrom rolloutto implantation phase  Implemented and executed Incubation program within connect call centre 2 4 Career History Period March 2010- present Company MWEB Position New AcquisitionsTeam Manager Responsibilities Responsiblefor managinga team of sales agents in meeting MWEB Connect Sales drivers in order to acquirenew subscribers and up-sell to a variety of MWEB Connect
  3. 3. products to existingcustomers Meet or exceed assigned sales goals and other Key Performance Indicators asdirected by AssistantCall center Manager Manage a team of Sales Agents Responsiblefor acquiringnewsubscribers and crosssell / up sellingto existingclients, thereby contributing to the business driversof MWEB Connect Coach sales staff with regards to sales performance, customer serviceand telephone etiquette Maintain a standard of excellencein linewith the core principles of MWEB Responsiblefor all performancemanagement and industrial relationsmatter pertaining to the management of your team Leading and Motivation of team Develop, produce and deliver reports on sales performance Deliver reporting and presentations monthly on team and business unitperformance Perform adhoc duties and requirements as and when needed Develop an understandingof your customer baseand grow the base through incremental ARPU growth. Achieve the minimum quality and customer satisfaction standardssetby business Partner with Product Managers and Sales Management team to collaborateon strategic approaches for sales. - Callcenter planning - Headcount forecasting - Risk and overflow management - Dialler Administrator ( Support ) Period October –January 2015 Company MWEB Position Assistantcall center manager ( Secondment position ) Responsibilities Day to day Management of the New Business team’s performance Act as duty Team Manager as and when required per the scheduled roster Perform coaching,feedback and 1 to 1 discussions asrequired with TM’s Handleall IRrelated issues and supportTM’s where needed is this.
  4. 4. Ensure daily,weekly and monthly reportingon all channels,teams and individualsas per required standards Liaisewith stakeholders likeMarketing, products,Trainingin fulfilmentof duties. Fulfil all therequired administrativeduties as required by the role Responsiblefor overall performanceof the team includingbusinessand individual KPA’s Handleand resolvequeries from the team and customer escalationsas required Retain responsibility for the success of the Cold Call Team and ensure continuity of performance for the duration of your stand-in period. OlderEmployment Company The DialogueGroup Period 2002 -2010 Position Consultant/team manager/senior coach Company Drs F&Y Jakoet Period 2002-2005 Position Receptionist /Doctors assistantfor surgical procedures References Name Title Contact Details Chantal Barnes Tamsyn Veotte 082 564 1273 072 269 8333 Work : +27 21 596 8231 Mobile: +27 82 451 0306 Liezel Lombard Alison Godnir Chrizaan Steyn Head of Sales Human Development Consultant Customer Service Training& Development Manager at Work : 27 21 596 8335