1. Nawaal Mohammed
2 Bend Road
Ferness Estate
Ottery 7800
+27 76 3042 931
mohammednawaal@gmail.com
To whom it may concern,
I should like to apply for the position as advertised recently. Please find enclosed my CV
for your consideration.
I am currently employed at Frank Financial Services as a Sales Team Leader. For the past
year and 3 months my main role is to set and meet performance targets for speed,
efficiency, sales and quality as well as handling all disciplinary issues within the team.
My main focus is creating an excellent sales and customer service environment by
coaching quality, sales and soft skills.
In the meantime, I would like to focus your attention on the following details. I have had
more than 10 years exposure to call centres, starting out as a sales consultant and
progressing to more senior roles such as Team leader, Coach and Trainer. I have worked
on both National and offshore accounts managing teams of between 15-20 consultants
I have acquired skills and knowledge by completing the NQF levels 2, 3 & 4 as well as
doing the Train –the – trainer course. I have also done many in house courses which have
helped me be effective at my job.
One of my strongest abilities is coaching, attending to disciplinary issues and
communication; this has helped me gain great results from consultants and employees. I
am also able to build good, solid relationships with staff and employees.
I believe that my leadership skills make me an ideal candidate for the post advertised within
your company and I would appreciate the opportunity to discuss them in greater detail at
interview.
Thank you for your time. I look forward to hearing from you.
Yours Sincerely
Nawaal Mohammed
+27 76 3042 931
2. NAWAAL MOHAMMED
Cell Number: +27 76 3042 931
Email Address: mohammednawaal@gmail.com
Last Updated: April 2014
PERSONAL DETAILS
Name : Nawaal
Surname : Mohammed
Title : Ms.
Gender : Female
Date of Birth : 28/08/1975
Identity Number : 750828 01900 88
Nationality : SouthAfrican, Coloured
Home Language : English
Other Language : Afrikaans (Speak, Read & Write)
Home Address : 2 Bend Road, Ferness Estate,
Ottery 7800
Health : Excellent
Disabilities : None
Driver’s License : Yes (Code 8) Own Vehicle
EDUCATION
1996-1997
Junior Primary Studies (Incomplete) : Cape Town College of Education
1993
Matriculation Exemption : Livingstone High School
3. AWARDS AND ACHIEVEMENTS
• Awarded- Dynamic Young Entrepreneur of Choice October 2007
• Awarded- Dynamic Young Entrepreneur of Choice November 2007
• Awarded Best Sales Coach 2007
• Managing Directors Award 2007
• Basic Award – Best Achievement through Achievement, Success & Improvement
through Coaching 2008
• Certificate of Appreciation 2011
• Team leader of the Month( TNPS-Customer Satisfaction) October 2014
• Best Team Award( TNPS-Customer Satisfaction) 2014
COURSES ATTENDED
• I. T Business Campus- December 2002
• Time Management – Dialogue May 2008
• National Certificate: Contact Centre support ( NQF Level 2) -11th
September 2007
• On The Job Coaching ( NQF Level 3) – 31st
August 2007
• Coaching Training – Dialogue 2010
• Contact Centre Operations ( NQF Level 4)
• Leadership Time Management Module April 2008
• Interpersonal Skills Module- 17th
April 2008
• Negotiation Skills Module- 27th May 2008
• Workshop: Industrial Relations ( Facilitating)
• Training On Timesheets – Dialogue 2007
• Training on New Master file – Dialogue 2007
• Train the Trainer – Dialogue 2008
• Leadership Training – Feb 2013
• Communication Training – Dialogue 2009
• Consumer Protection Act (Facilitating) - 2011
• Health and Safety- 12 October 2011
• TOPS training ( Management Course)- 2014
IN HOUSE SYSTEMS PACKAGES
• I3 ( Telephony system) – Dialogue 2007
• NICE – Dialogue 2007
• Interaction Recorder – Dialogue 2007
• Symposium – Dialogue 2007
• Transact (CRM) – Summer Mobile 2010
• X-lite (Telephony) – Summer Mobile 2010
• Cincom (CRM) – Summer Mobile 2011
• SMAPS (MTN CRM) – Summer Mobile 2012
• HELIOS ( MTN CRM) April 2013
• Future Wealth (Assupol CRM) May 2013
• AVAYA – (Telephony) 2014
4. • CIC business manager ( interaction client) 2015
WORKING HISTORY
August 2016 - current
Company :Frank Financial Services
Campaigns : Vodacom Life Insurance
Position Held :Sales Team Leader
Duties
Drive performance and efficiencies
• Set and meet performance targets for speed, efficiency, sales and quality
• Manage the daily running of the call centre
• Liaise with colleagues, team leaders, operatives and third parties to gather
information, implement solutions and resolve issues
• Adhere to company standards and monitor calls to improve quality, conversion
rates, minimise errors, risk and track operative performance
• Plan and manage new and enhanced changes (including SQA or calibration
outcomes with various departments)
• Continuously improve performance by raising efficiency and sourcing new
equipment to enable this, e.g. new dialling products
• Maintain up-to-date knowledge of industry developments, involvement in
networks and keep abreast of technology requirements
• Handle the most complex customer complaints or enquiries
People
• Liaise with HR and Training to plan staff recruitment, manage vacancies,
advertising and interviews
• Manage staffing requirements to meet demands and scheduling shift patterns
• Drive staff performance and reviews – enabling development, identifying training
needs and arranging training and coaching sessions
• Motivate, retain staff and coordinate remuneration, bonus, reward and incentive
schemes
• Develop, implement and review core responsibilities and tasks
• Ensure adherence to company policies and disciplines
Reporting (daily, weekly, monthly and annually)
• Analyse reports and performance statistics to make informed business decisions
• Forecast and analyse against budget and targets
• Maintain and prepare reports for leave, overtime or other impacted statistics that
might impact remuneration in time for payroll cut off
5. July 2014– August 2015
Company :Media 24
Campaigns : Leisure Books
Position Held :Contact Centre Team Leader
Duties
• Manage the performance of Contact Centre Agents, based on the required
number of calls/e-mails/sms/fax, quality of requests logged and resolved as well
as escalated
• Manage self and team to achieve targets
• Resource management
• Manage daily operational tasks i.e. unresolved queries, escalations and
monitoring of all stats received
• Manage the various campaigns and teams within the prescribed standards of
customer service in order to reach set targets
• Ensure effective communication between internal and external customers
• Maintain and administer contact centre systems
• Improvement and implement systems, work methods, processes
• Collate and report on statistics on contact centre performance to assess the
performance of the contact centre
• Provide accurate analysis and reporting on a monthly basis, i.e. calls/e-
mail/sms/fax statistics, customer queries
• Ensure all Contact Centre Agents comply with the necessary policies and
procedures - manage staff discipline and attendance
• Continuously monitor statistics to track and optimize the performance of the
Contact Centre Agents as well as the contact centre as a whole
• Implement new projects/ initiatives and department policies and service
standards
• Develop staff and team management
• Product training ( catalogues)
• Conduct Monthly performance appraisals
• Quality Assessment of calls/e-mails/sms replies to customers
6. 02 September 2013 – July 2014
Company :Teleperformance
Campaigns : Vodafone UK
Position Held: : Team Manager
Duties
• Responsible for leading, managing, coaching, developing & motivating a team of
Customer Service Advisers, setting clear and stretching performance goals in line with
department KPIs and service levels.
• Create an environment where people are energized, engaged through high impact
communication and coaching resulting in achievement of team targets in NPS and
tNPS.
• Responsible for spending 70-80% of time working closely with team members –
demonstrating continuous improvement in team / individual performance.
• Ensure quality and regulatory requirements are followed by all customer service
advisers to ensure FSA and ISO Compliance.
• Responsible for performance management of direct reports in line with department
and HR guidelines.
• Drive personal development for the team through succession planning and
performance related pay (where applicable).
• Provide an escalation point for complaints and regulatory referrals to assist in the
timely resolution of customer queries.
• Timesheets
• Coaching and feedback sessions weekly
• Call Evaluations ( 3 per agent monthly)
• Liaise with other departments within Vodafone to resolve account queries, technical
and international network related queries.
24th May 2010 – 20th June 2013
Company :Summer Mobile
Campaigns : MTN, Heita, MTN Data, Assupol
Insurance & Summerclub
Position Held :Development Team
Leader/Trainer
Duties
• Manage and motivate the Outbound sales team
• Manage the quantity and quality of sales
• Compile weekly and monthly sales reports
• Manage all outbound team sales activities
• Conduct and execute performance management
• Monitor and measure productivity
7. Other activities:
• Design, develop, implement and facilitation of training, learning & development
interventions
• The role requires a high level of organizational skill to coordinate all training,
development & learning interventions within Summer Mobile and also includes all
relevant and related administration functions within specified time frames.
• Ensure training rooms are booked and available in advance. Plan ahead for any
anomalies.
• Ensure all relevant facilitators are booked. Get confirmation from the facilitators
on email, which includes dates, times & venues of when and where they are
required.
• Ensure all training material is the most recent and updated copy, prior to printing
material. Have conversations with the facilitators to confirm or provide updated
material.
• Prepare and complete training manuals with all relevant sections included for the
entire training program.
• Update training schedule as per the relevant dates and product to be trained on.
• Ensure the training room is clean prior to any trainees arriving for training. As the
training room is generally locked, arrange with cleaners to vacuum on a regular
basis and empty dustbins prior to training start time.
• Ensure all equipment in the training room is in working order, including chairs,
pc’s & proxima. Complete the required checklist for equipment in the training
room on a daily basis. Ensure these completed checklists are filed and kept in HR.
• Ensure enough clean flipchart paper is on the flipchart stand including pens.
• Ensure both receptions receive a copy of the trainee names via email and
hardcopy, including all training dates.
• Ensure assessments are printed prior to assessment dates.
• Re-writes has to be managed accordingly ensuring that no trainee is allowed on
to the operational floor until they have achieved the 80% pass mark.
• Ensure rewrites are being completed within one working day.
• Ensure training registers are completed daily and all the required information on
the document has been completed. Ensure that any absenteeism and no shows
are indicated accordingly.
• Ensure completion of feedback form by trainees after completion of training,
development or learning program and ensure management of information
supplied.
• An excellent understanding of Summer Mobile, products and services on offer
• Attend the required one-on-one sessions with management as and when
required.
• Implementation of ad hoc tasks as and when required
• Coordinate and assist Learners who are currently doing Learnerships through
Services Seta
• Coach, counsel and develop existing consultants as well as new consultants so as
to improve on skills, self and performance
• Offer and assist with personal development and skill development using IGROW
methodology
• Daily coaching offered to consultants on various concerns i.e. personal,
behavioral or skill related
8. Reason for leaving: Company Restructure
Nov 2009 - Feb 2010
Company : Dialogue Group
Position Held : Development Team Leader
(Coach)
Campaigns : British American Tobacco,
Edison,Edcon & Standard Bank
Duties
• Coach, counsel and develop existing consultants as well as new consultants
so as to improve on skills, self and performance
• Offer and assist with personal development and skill development
• Facilitation & development offered to new consultants on product, selling
techniques, objection handling techniques and questioning techniques
• Daily coaching was offered to consultants on various concerns i.e. personal,
behavioural or skill related. Severe cases were referred to Famsa by the
coach.
• IGROW coaching method was used to set timelines on development as well as
skills related to the task at hand & campaign requirements
• Actions on how to improve were agreed upon by both coach and coachee.
• Regular meetings were held with management on concerns and solutions
were provided by the coach on how to resolve issues
• Weekly report was sent to management in the business which reflected
consultants’ performance pre & post coaching.
Nov 2007- Oct 2009
Company :Dialogue Group
Position Held :Sales Team Leader, Medscheme Life
One2One Credit Card and Standard Bank
Duties
• Communicate regular meetings and in a professional manner ( plan and execute
e.g. briefings, meetings, workshops, brainstorms)
• Compile daily, weekly and monthly reports as required.
• Such reports were to be submitted to the Call Centre Manager on time ( deadline
driven), must be accurate and professional ( i.e. content correct, branding, font,
presentation, templates)
• Be flexible and assume Consultant role as required ( i.e. productive on the phone)
9. • Monitor call flow and productivity closely and mange exceptions efficiently and
effectively i.e. adherence to schedule ( start time to breaks), review shifts and
scheduling of team when required
• Assess quality adherence and compliance by using set, standard Q.A/ Q.C
procedures
• Practice PEP ( feedback) protocol- i.e. weekly feedback on performance on the
program
• Conduct employee counseling( e.g. Poor performance, absenteeism etc) with the
aim of correcting behaviour and improving performance
• Resolve escalated customer complaints and queries, in conjunction with the
process/ script from client/ call centre manager
Training:
• A list of standard operating procedures are introduced and adhered to once the
process description is signed off by the client
• The Team Leader follows a step by step process on the “what and how” of the
relevant systems
• New consultants are then shadowed by existing consultants, under close
supervision of the Team leader
• Before the new consultants go “Live” a one on one role play will be performed
• Identify training requirements on a regular basis within the Team and
communicate to Call Centre Manager
Liaison and communication:
• Liaise and communicate with departments such as I.T, H.R, and Payroll.
• Practice a healthy meeting protocol and have regular feedback as well as
meetings with the Team and management to discuss and resolve issues or brief
and update employees on any new developments
Reason for leaving: Promoted to Coach
Jan 2006 –Nov 2006
Company :Dialogue Group
Position Held :Quality Assurer & Verifier
(National & Offshore)
Duties
• Select calls ( sales & non sales) for investigation in line with SLA + risk signals
• Using appropriate grading tools
• All auto fails and M calls to be forwarded to Operation Managers and Team
Leaders
• M List and auto fail trends should be highlighted and seen as High priority
• Accurate information to be loaded onto call registers
• Call registers had to be accessible to management at all times
• Communicate regularly and in a professional manner
• Call registers had to be professional and accurate ( i.e. content had to be correct,
branding, font, presentation, templates)
• Assess quality adherence and compliance by using set, standard Q.C procedures
10. • Resolve escalated client ( internal & external) complaints and queries, in
conjunction with the process/ script from client/ Q.C manager
• Assumption of extra tasks
• Quality and standard of reporting – in the correct format, absolute accuracy and
relevance ( both internal & external)
• Q.C daily registers compiled are compared to daily and weekly trends
• Registers are completed on time
• Escalate daily complaints, queries or requests from customers to the “ Client” to
Q.C Manager & Q.C Team leader with a solution or recommendation
• Grading Tools accurately completed
• Convene regular meetings with the team and management to discuss and resolve
issues or brief and update employees on any new developments
• Practice a healthy meeting protocol
• Conduct effective 1:1 sessions ( E.g. weekly feedback/ counseling sessions)
• As a verifier, I offered customer service to clients as well as retaining sales made
by consultants.
Reason for leaving: Promoted to Team Leader
July 2004 – Dec 2005
Company :Dialogue Group
Position Held :Sales Consultant – Edcon Financial
Services
Duties
• Calling consumers from a database provided by the client offering them Funeral
and Accident plans.
• Establishing the decision makers
• Briefly explaining the clients & Dialogues services
• Meeting daily targets
• Selling accurate information over the telephone
• Providing a high level of customer service to clients
• answer calls professionally
• Respond to customer enquiries
• Research required information using available resources
• Handle and resolve customer complaints
• Provide customers with product and service information
• Handling customer objections by providing solutions
• Enter customer information
• Process orders, forms and applications
11. • Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Complete call logs
Reason for leaving: Promoted to verifier and Quality Assurer
Jan 1998 - Jun 2004
Company : Retail –Bossy Boots, Hippo’s &
Jingle Jungle
Position Held : Sales Assistant /Assistant Manager
Duties
• Window dressing
• Rosters
• Stock Take
• House keeping
• Training new staff
• Liaising with clients
• Providing customer service
• Opening and locking up of store
• Cash up’s
CAREER GOALS
Short Term Goal
My short term goal is to find a position where I can use the knowledge and expertise I
have gained throughout my call centre career. I want to participate in the growth and
success of the company I work for as well as grow within.
Long Term Goal
My long term goal is to do a Management course as well as Human Resource
Management. This will enable me to gain more acquired skills and broaden my horizon as
well as being able to assist employees in dealing with outside issues that affect their
capabilities and performance.
REFERENCES
Nicky Rheeder ( Program Manager Dialogue Group) +27 83 4159 396
