1. SWALEHA SHAIK
PERSONAL PROFILE: I am a competent person with confidence in my capabilities. I have a warm personality and find it
easy to communicate with people on all levels. I believe that my experience and personality
qualifies me to manage the challenges associated with an ever-changing work environment. I am
honest and trustworthy and regard myself as a goal directed person, disciplined in my approach to
life. Given the opportunity I am determined to make a success of my career. Should you employ
me you can be assured of my best services at all times.
CURRENT EMPLOYMENT:
Feb 2009 – Current: 1. Blake & Associates
Sales Trainer / Customer Service Trainer (Durban, South Africa)
Responsible for training Team Leaders on coaching skills within the company
Assess relevant training needs for staff individuals and organisation, in consultation with
departmental heads, including assessment methods and measurement systems entailed.
Stay informed as to relevant skills and qualification levels required by staff for effective
performance and circulate requirements and relevant information to the organisation as
appropriate.
Design and develop training materials against campaign specific training needs, meeting
clearly defined objectives.
Provide solutions to increasing revenue, retention and profit
Deliver high quality, learner centred training, applying both traditional and contemporary
learning.
Ongoing one-on one coaching with agents within sales team
Deliver group session training sessions focusing on improving agent’s soft skills and vital
elements within the voice.
Recommend and implement structured solutions to identified training needs.
Focus mainly on assisting agents in creating more awareness in their customers by
probing more to create a desire/need in order to present feature and benefits of product
more effectively hence requiring exceptional presentation skills.
Assisting agents on how to read positive buying signals and then using the most
appropriate closing style at the close of sale.
Arrange for the maintenance of all necessary equipment and materials relating to the
effective delivery and measurement of training.
Recruit, manage and develop direct-reporting staff (if applicable).
Ensure all training activities and materials meet with relevant organisational and statutory
policies, including health and safety, employment and equality laws.
Monitor and report on activities, costs, performance, etc, as required.
Develop myself, and maintain knowledge in relevant field at all times.
Develop and maintain training logs and database for audit purposes.
Develop and populate board reports for monthly MANCO and EXCO submissions.
Compliance training for all staff.
Designing and development of all NEW campaigns training packs.
Training Insurance, Cellular & Customer services.
Conducting Training Sessions on FAIS & FICA
Address: Date of Birth: 23 March 1988
34 Avonford Cresent Marital Status: Married
Sunford Gender: Female
Durban Tel: 031 500 4018
Mobile: 083 757 6258
4068 Email: swaleha.shaik@cellc.blackberry.comCV

2. Debt Collections Trainer (Durban, South Africa)
Conduct training sessions covering specified areas such as those concerned with new
employment Orientation / Induction / Legislation / Effective Negotiation / Soft Skills /
Systems Training.
Researching training curriculum to satisfy requirements related to changes in business
models.
Test trainees to measure progress and to evaluate effectiveness of training
Conducting refresher training for existing staff
Assessing trainees and producing audit reports based on their performance
Compiling materials to support the training activities, maintaining training records for all
company employees and compiling reports and statistics for review by the Training
Manager and other levels of management.
All related administration
Meeting agendas and minutes of meeting
Communicate to all HR the list of all successful candidates in order for induction to take
place.
Provide effective communication to HR and the Recruitment Centre on candidate drop
offs and replacements.
Develop and implement training and development policies and procedures
Updating monthly man hours per campaign
Updating of spread sheet sent by HR for training hours to be paid to staff on a monthly
basis.
E-Learning Development
Audits new and existing staff
EMPLOYMENT HISTORY:
2. Daly Contact Centre
July 2008 – Dec 2009: Call Centre Agent (Durban, South Africa)
Jan 2006 to December 2006: 3. Blake & Associates
Call Centre Agent (Durban, South Africa)
This was the inception to my career in the Call centre industry, the purpose of my initial role was
that of a sales agent on a “cold calling” campaign, I was responsible for achieving sales targets of a
3 average and exceeded expectations, my personal best on a day was 12 sales
Jan 2006 to December 2006: 4. Edgars (Gateway)
Teller & Credit Associate (Durban, South Africa)
I was responsible for Sale, Returns ,Exchanges & Queries on account

3. EDUCATION:
2005 Avonford Secondary School - (Matric with a Merit Pass)
English (1
st
Language)
Afrikaans (2
nd
Language)
Biology
Geography
Accounting
Mathematics
Tertiary Education:
2011 Seta Accredited Assessor Certificate (NQF Level 5)-Dionysus
2008 GIJIMA – Sales Certificate
2014 First Aider & S.H.E Representative
2010 – Current Systems at Blake and Associates
 Vision/APT /APT Evolve/ Appsure/ Traqtion Lite
 E-learning
 Audit and Appraisal
REFERENCES: 1. Conrad Coetzee(Blake & Associates)
Position: Group Knowledge Executive
Cell: 082 451 2410
Work: 031 538 4036
E-Mail: Conrad.coetzee@blake.co.za