1. 15 prince charlesroad southfield7800, 021 7050276 / 0766617795 shardaycollison@gmail.com /
sharday.stevens@sercosa.co.za
Serco Internal
CURRICULUM VITAE
OF
SHARDAY STEVENS
NAME: SHARDAY
SURNAME: STEVENS
ID NUMBER: 850831004685
D.O.B: 31 AUGUST 1985
ADDRESS: 15 PRINCECHARLES ROAD SOUTHFIELD 7800
CONTACT NUMBERS: 021-7050276 / 0766617795
shardaycollison@gmail.com/
Sharday.stevens@sercosa.co.za
DEPENDANTS: 1
CRIMINAL RECORD: NONE
MARRITAL STATUS: MARRIED
HEALTH: EXCELLENT
DRIVERS LICENCE: NONE
EDUCATION HISTORY:
INSTITUTION: SOUTH PENINSULA HIGH SCHOOL
HIGHEST STANDARD PASSED: MATRIC
SUBJECTS: ENGLISH, AFRIKAANS,BIOLOGY.GEOGRAPHY,
MATHEMATICS, PHYSICALSCIENCE, COMPUTERS
YEAR COMPLETED: 2003
FURTHER EDUCATION:
INSTITUTION: PC TRAINING&BUSINESSCOLLEGE
HIGHEST LEVEL PASSED: NQF4
COURSE: IT PROGRAMMING
YEAR COMPLETED: 2005
INSTITUTION: PC TRAINING&BUSINESSCOLLEGE
HIGHEST LEVEL PASSED: NQF5
COURSE: HR MANAGEMENT
YEAR COMPLETED: INCOMPLETE DUE TO RELOCATION
EXTRA COURSE: NQF3 END USER COMPUTING
HIGHEST LEVEL: NQF3
SUBJECTS: MICROSOFTOFFICE COMPLETE, INTERNET, EMAIL
YEAR OBTAINED: 2002
2. 15 prince charlesroad southfield7800, 021 7050276 / 0766617795 shardaycollison@gmail.com /
sharday.stevens@sercosa.co.za
Serco Internal
EMPLOYMENT HISTORY:
COMPANY 1: SERCO
POSITION: TEAM MANAGER
PERIOD EMPLOYED: MARCH 2014 (ACTINGROLE) –AUGUST (PERMENENT)
2014 (AUGUST 2014 – PRESENT)
RESPONSIBILTY:
Managing a team of 15 advisors, each with their own culture and personalities.
Conductcall monitoringona dailyandweeklybases.
To delivereffective andtimelyfeedbackinapositive andconstructivemanner.
To facilitate teambriefings andindividual coachinganddevelopmentsessions.
Demonstrate awarenessof the journeyundertakenbynew entrantsandrespond
empathetically.
Respond tovalidcall escalationsoranyoccasionwhere a customerneedstoor wantsto speak
to a manager.
Complete Periodreportsperadvisor,ensuringthe documentsare all signed.
Maintainaccurate performance records.
Pull monthtodate statsfor teamsand provide explanationsof eachsection.
To deliveronmynon-negotiable onadailybasesbefore the endof myshift.
To compile andexplainweeklyscorecardsaswell asperiodendscorecards.
As a managerI am aware that the needsof the businessandthe needsof myadvisorsneedsto
balance outas “ people workforpeople andnotplaces”
Attenddailyandweeklymeetingsandthenputintoactionwhateverwasdiscussed,withthe
intentionof returningwithresultsbythe nextmeeting.
Supportand helpthe advisorsgrow,bydoingside bysidesorfeedbackandcoachingand
developmentsessions.
As a teammanagerI needto workwithstatson a dailybases,thisrangesfrompullingmyown
reportsto feedingitbackto the team, withthe positive andnegative impactsonthe advisor,
the team andthe businessasawhole.
COMPANY 1: SERCO
POSITION: PERFORMANCECOACH
PERIOD EMPLOYED: NOVEMBER 2013 – MARCH 2014
RESPONSIBILTY:
To provide handsonguidance whenrequiredinordertoassistlearninginthe live environment.
Conductcall monitoringwithinthe campaign
PerformQA responsibilityandgive feedbacktoadvisors.
To delivereffective andtimelyfeedbackinapositive andconstructivemanner.
To facilitate teambriefingswhenteammanagersnotonsite.
Demonstrate awarenessof the journeyundertakenbynew entrantsandrespond
empathetically.
Respondtovalidcall escalationswhere teamleadersnotavailable.
Complete Periodreportsperadvisor,ensuringthe documentsare all signed.
Maintainaccurate performance records.
Pull monthtodate statsfor teamsand provide explanationsof eachsection.
3. 15 prince charlesroad southfield7800, 021 7050276 / 0766617795 shardaycollison@gmail.com /
sharday.stevens@sercosa.co.za
Serco Internal
COMPANY 1: SERCO
POSITION: ADVISOR(CUSTOMER SERVICE)
PERIOD EMPLOYED: NOVEMBER 2012 – NOVEMBER 2013
RESPONSIBILTY:
Answeringcallsfromcustomers
Assistingwitheachquery.
Resolvingcustomer’scomplaints.
Ensuringthe customerservice level ismet.
Maintainingtargetsandmeetingperformance bonuseachandeverymonth.
COMPANY2: SUMMER MOBILE
POSITION: SALES ADVISOR
PERIOD EMPLOYED: MARCH 2011 – DECEMBER 2011
RESPONSIBILTY TELESALES OUTBOUND
REASON FOR LEAVING: PERSONALREASONS
COMPANY 3 : SELLDIRECT CALL CENTRE
POSITION: SALES ADVISOROUTBOUND
PERIOD EMPLOYED: 2007 – 2008
RESPONSIBILTY: TELESALES OUTBOUND
REASON FOR LEAVING: CONTRACTENDED
COMPANY4: MR PRICEKENILWORTH CENTRE
POSITION: SALES
PERIOD EMPLOYED: 2009 – 2010 (CASUAL BASIS)
RESPONSIBILTY: SALES ANDMANAGINGTHE LADIESAISLE
REASON FOR LEAVING: BETTER PROSPECTS
