1. CURRICULUM VITAE
LUNGELWA LULEKA YENDE

2. Lungelwa Luleka Yende
Address : 49 Klipberg
Equestria Estate
Pretoria
0184
Telephone
: +27 11 301 7675
Mobile : +27 72 307 7834
e-mail : lungelwa.yende@alllife.co.za &
lungelwa.yende@gmail.com
Driver’s License : Yes
Own Transport : Yes
ID : 8301300267089
Availability : 30 days
Nationality : South African
OBJECTIVE
To bring value to any organization that I am associated with or am a part of as well as its
customers, in the process ensuring the profitability and success of the organization and thus
my own success.
PROFILE
I view myself as a results-orientated individual. I have eleven years’ experience that revolves
around Short term/long term insurance, Learning/Development and Coaching. I currently work
towards a qualification in Finance with a view to equipping myself to become a Business
administrator of note. My strengths include analytical thinking, research and writing skills,
problem solving, planning, leading, organising and interaction skills and a desire to always
learn. I am highly motivated; able to deliver under pressure and am highly interested in the
link between coaching, measuring business scientifically and high Business Performance.
COMPETENCIES

3.  Deciding and initiating action
 Entrepreneurial and commercial thinking
 Planning and organising
 Working with people
 Adapting and responding to change
 Presenting and communicating information
 Writing and reporting
 Analysing
 Creating and innovating
CERTIFICATEs
 Quality Management Systems Auditor/Lead Auditor (ISO 9001) Certificate Serial No.
LA2/13/SA/43468
 Six Sigma (Level one)
 Regulatory Exam 1
 Coaching Accreditation Level II
TECHNICAL PLATFORM
 MS Word
 MS Excel
 MS PowerPoint
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WORK EXPERIENCE SUMMARY & REFERENCES
Performance Coach (5)
 All Life
 July 2015 – Current
 Reference – Emsme Vermeulen
 Tel: +27 11 301 7451
Quality Assurance Technician (4)
 Hollard
 March 2010 – June 2015
 Reference – P Msiya
 Tel: +27 11 351 5000
Training/Facilitator (3)

4.  Absa
 December 2006 – 2010
 Reference – Kathleen Mccwazzer
 Tel: (011) 778 2000
Quality Control Agent (2)
 Absa
 May 2005 – November 2006
 Reference – Dudu Mtsweni
Tel: (012) 317 3382
Sales/Services Agent (1)
 Absa
 June 2004 – May 2005
 Reference – Sonia Malebane
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5. WORKING EXPERIENCE 5
Performance Coach
July 2015 – Current
Industry: Insurance (Long Term)
• Assess and analyse business needs with recommendations on training plans and
Programs to enhance knowledge and skills
• Develop and maintain training materials related to sales initiatives including
presentations, job aids, participant handouts, virtual class materials, and other resources
Performs call monitoring and provides trend analysis to call centre management team
• Work cross-functionally between various departments to help measure, analyze and
enhance the performance of individuals
• Effectively and efficiently coach others on specific sales techniques
• Provides on the job coaching to contact centre staff
• Provides feedback to team leaders and managers
• On-board newly recruited staff members by doing interventions that integrate key aspects
of their role
• Work with the Team Leader to ensure that the quality goal score for audits is achieved
• Provide an on-going analysis of performance trends to assist with raising the level of
quality service and provide feedback to training as required
• Prepares and analyses internal and external quality reports for management staff review
• Conduct calibration sessions at team and management levels
• Advise internal and external stakeholders on policies and operating procedures in the value
chain to ensure optimum effectiveness of the division
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7. WORKING EXPERIENCE 4
Quality Assurance Technician
March 2010 – June 2015
Industry: Insurance (Long Term and short term)
• Participates in design of call monitoring mechanisms and quality standards
• Compile Standard operating procedures and develop a relevant Framework for auditing
• Performs call monitoring and provides trend analysis to call centre management team
• Use quality monitoring tools and techniques to compile and track performance at team and
Individual level
• Participates in customer and client listening programs to identify customer needs and
Expectations
• Provides support and data to various internal/external stakeholders as requested
• Provides on the job coaching to contact centre staff
• Provides feedback to call centre team leaders and managers
• On-board newly recruited staff members by doing interventions that integrate key aspects of
their role
• Work with the Team Leader to ensure that the quality goal score for call audits is achieved
• Maintain and update QA records for call centre staff and stakeholders as required
• Provide an on-going analysis of performance trends to assist with raising the level of
quality service and provide feedback to training as required
• Prepares and analyses internal and external quality reports for management staff review
• Monitoring of QAperformance of teams within the business
• Conduct regular QA performance measurement and coaching sessions with individual team

8. members and team leaders
• Conduct calibration sessions at team and management levels
• Advise internal and external stakeholders on policies and operating procedures in the value
chain to ensure optimum effectiveness of the division
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WORKING EXPERIENCE 3
Training
December 2006 - 2010
Industry: Banking – Absa
 Facilitation of structured learning events
 Continuous maintenance and updating of learning material according to changes in
the business
 Assess target groups according to strategic intent, learning and development
initiatives and in terms of client needs
 Training Administration
 To ensure that all agents in the Operations area are continually kept up-to-date with
product and system knowledge in order to maintain required client service level
 Training coordination
 To provide appropriate on the job guidance and co-ordinate specific training, in order
to ensure optimally multi-skilled agents.

9.  Provide appropriate on-the-floor coaching for all new agents and staff in the
Operations area
 Liaise and give feedback to agents and staff regarding their quality of work, in order
to maintain consistent, quality service levels
 Regularly analyse statistical reports across the Operational areas and provide
feedback recommending appropriate actions as it relates to preparing staff to
perform
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WORKING EXPERIENCE 2
Quality Control
May 2005 – November 2006
Industry: Banking – Absa
 Assessing historical calls that have been made by agents in terms of, Soft Skills,
Selling Skills, Compliance, Educating Clients, Business Process Adherence,
Identifying areas of risk in terms of Personal Indemnity Claims and mitigation

10.  Attend all product and system training updates to ensure that the quality tool is up to
date
 Customise the QA guidebook to the business as it evolves
 Generating weekly and monthly reports for Team Leaders
 Making recommendations to improve the assessment tool and agent performance
 Conducting calibration sessions with team leaders and sales agents
 Constantly liaising with clients to ensure the quality standards within the assessment
tool address the client’s requirements as well as the business requirements
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11. WORKING EXPERIENCE 1
Sales Agent (Learnership)
June 2004 – April 2005
Industry: Banking – Absa
• Facilitate execution of customer sales from submission to
activation
• Obtain required documentation and related information in order to
progress sales
• Liaise with product development and IT in order to ensure product
activation
• Handle inbound customer queries and sales opportunities via:
phone, e-mail, workflow request
• Conduct outbound follow up calls
• Aim to resolve all matters upon first contact (First Call Resolution)
• Take responsibility for personal development
• Interface with IT support, Quality Assurance, Training and
coaching on any problem areas
• Retain ownership of and manage customer queries within
turnaround times
• 100% case ownership and contact management
• Capturing information according to set data standards i.e. 100%
case/opportunity tracking
• Make sound judgments in the interest of the customer and team as
and when required within scope of responsibility

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EDUCATIONAL BACKROUND
Pretoria Institute of Learning
 Matriculated - 2003
 Subjects passed:
a. Afrikaans
b. English
c. Mathematics
d. Physical Science
e. Biology
f. Mercantile Law
University of South Africa (Unisa)
 BCompt – in progress
Courses passed:
a. Economics I,

13. b. Business Management I
c. Accounting I
d. Commercial Law I & II
e. Introductory Financial Mathematics
f. Introduction to the Economic and Management Environment
g. Accounting systems in a computer environment
h. Pastel
Majors:
a. Taxation
b. Auditing
c. Accounting
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Other Courses Completed
 Coaching Accreditation: Level II (Leadership Coaching)
• Introduction to Six Sigma - Yellow belt (Juran)
• Excel (Torque IT)
• Regulatory Exam 1
• Quality Management Systems Auditor/Lead Auditor (ISO9001)
 Facilitation Skills

14.  Interaction Skills for Team Leaders
 Future Business
 Dynamic Telephone Skills
 Emotional Intelligence
 Business Writing
 FICA
 FAIS
 NCA
 Edward de Bono's Six Hats of Thinking
 Competency Based Interviewing
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