Candice Jansen's CV summarizes her educational qualifications including matriculation from Spes Bona High School and various call center management courses. Her work experience includes over 8 years as a Call Center Operations Manager and Team Leader at Woolworths Financial Services, where she managed teams, set targets, monitored performance, and ensured call quality. She also held a temporary position as an ECM Call Centre Operations Manager and earlier worked as a Team Manager at The Phone House.

1. CURRICULUM VITAE
Candice Jansen

2. Biographical Information
Surname : Jansen
First name : Candice
Identity number : 7509230141080
Gender : Female
Marital status : Married
Language : English & Afrikaans (Speak, read & write)
Criminal Record : None
Address : 23 Kweper Avenue, Bridgetown.
Telephone numbers : 072 4325517
E-mail Address : candice2309@gmail.com
Educational Qualifications
Name of School : Spes Bona High School (1993)
Highest standard passed : Matric
Subjects passed : English
Afrikaans
Biology
History
Business Economics
Geography
Special Certificates : 1992 Top performer for History
1993 Softball WP
Leadership : 1992-1993 SRC representative
1991-1993 Student council
Sport : 1990-1992 Netball
: 1992-1993 Softball
My school provided me with the opportunity to express my creative ability and nurture my
intellectual interest. I learnt responsibility and leadership when I was chosen to be class
representative for SRC at our school.

3. Tertiary Qualifications
FAIS Compliant
NQF Level 3 on the job training/ Coaching-SETA
National Diploma Call Centre Management- UNISA- Greenfields Institute.
1. Institute : Margie Middleton Institute
Course : Principles and Practices of Call Centre Management
Managing a Call Centre
: Quality Management
: Performance Management
Coaching
2. Institute : Rod Jones Call Centre Masterclass
3. Institute : Connect Solutions
Course : Coaching as a Leadership Style NQF level 5
Computer literacy : Window's 95, Window's 93, MSDos, Microsoft Word
Microsoft Excel, Microsoft PowerPoint.
Call Center Operations Manager Skills:
Customer Focus, Customer Service, Verbal Communication, Informing Others, Process
Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing
Processes, Emphasizing Excellence, building relationships with internal and external
stakeholders. Product and systems knowledge. Sales orientation. Training/ presentation
skills. (Ability to multi-task), PC literate (word/ excel/ outlook/internet/in house systems).
Flexible/ willing to take on new tasks.
To be able to plan and meet deadlines. Pro-active and initiative.
Strategic as well as have an operational perspective towards day to day management.
Able to work under pressure.
Positive attitude/ outlook that inspires others to achieve common objectives.
Self- motivated and able to motivate others.

4. Permanent Employment
1. Name of Firm Woolworths Financial Services (Mar 2012-Dec 2016)
Job Title Visa and In- Store Card Sales Manager
Job Description
● Determines call center operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analyses. Contributing
information and analysis to organizational strategic plans and reviews.
● Develops call center systems by developing customer interaction and voice response
systems, and voice networks; designing user interfaces; developing and executing
user acceptance test plans; planning and controlling implementations.
● Maintains and improves call center operations by monitoring system performance;
identifying and resolving problems; preparing and completing action plans;
completing system audits and analyses; managing system and process improvement
and quality assurance programs.
● Accomplishes call center human resource objectives by recruiting, selecting,
orienting, training, assigning, coaching, counseling, and disciplining employees;
administering scheduling systems; communicating job expectations; planning,
monitoring, appraising, and reviewing job contributions; planning and reviewing
compensation actions; enforcing policies and procedures.
● Meets call center financial objectives by estimating requirements; preparing an
annual budget; scheduling expenditures; analyzing variances; initiating corrective
actions.
● Prepares call center performance reports by collecting, analyzing, and summarizing
data and trends.
● Maintains equipment by evaluating and installing equipment; developing preventive
maintenance programs; calling for repairs; evaluating and implementing upgrades.
● Maintains professional and technical knowledge by tracking emerging trends in call
center operations management; attending educational workshops; reviewing
professional publications; establishing personal networks.
● Accomplishes organization goals by accepting ownership for accomplishing new and
different requests; exploring opportunities to add value to job accomplishments.
Ensuring that proper call procedures are followed.
● Ensuring that confidentiality of customer and staff information is maintained.
● Implementation of new working procedures in the operation process.
● Addressing the executives and team leaders about changes in a certain process
● Checking that call quality is maintained.
● Making arrangements for training of new joiners and also of existing staff.
● Coaching and motivating staff.
● Attending to the issues of staff and trying to find a solution.
● Carrying out needs assessments, performance reviews and cost/benefit analyses;
● setting and meeting performance targets for speed, efficiency, sales and quality;
● ensuring all relevant communications, records and data are updated and recorded;
● Liaising with supervisors, team leaders, operatives and third parties to gather
information and resolve issues;
● monitoring random calls to improve quality, minimize errors and track operative
performance;

5. ● coordinating staff recruitment, including writing vacancy advertisements and liaising
with HR staff;
● reviewing the performance of staff, identifying training needs and planning training
sessions;
● recording statistics, user rates and the performance levels of the center and
preparing reports;
● handling the most complex customer complaints or enquiries;
● coaching, motivating and retaining staff and coordinating bonus, reward and
incentive schemes.
2. Name of Firm Woolworths Financial Services (Feb 2011- Feb 2012)
Job Title ECM Call Centre Operations Manager (Secondment)
Job Description
● Co-ordinate monthly schedule inputs, all things that might/will impact Contact Centre,
as well as signing off, forecast & schedule.
● When forecast had to be signed off, established what impacts has been taken into
consideration, if any needs to be added or removed. Ensure that the day-to-day
operations of the department run smoothly.
● Ensure project milestones are met.
● Responsible for strategy, management and execution of process improvement and
cost containment for CLI team
● Identified and initiated business improvements and projects
● Oversaw business procedures and processes
● Worked with various cross functional teams and designed long term objectives for
process improvements.
● Managed different processes (Credit limit increases, Credit limit decreases, Account
closures, Test new campaigns to learn more about customer behavior and market
trends.
● Implement employee assessment talent assessment matrix.
● Performed internal and external audits and maintained compliances to various
organization policies
● Evaluated audits on records and ensured optimal quality of all data
● Analyzed existing programs and recommended required changes on some. (audits
on manual sales stats.)
● Draw up monthly/annual reports on performance.
● Provided support to various business processes/departments. (Marketing, Customer
Value Management & Product)

6. 3. Name of Firm: Woolworths Financial Services (Nov 2008- Feb 2011)
Job Title: ECM (Existing Customer Management) Team Leader.
Job Description
● Responsible for managing both inbound and outbound calls, organising employee
schedules and ensuring that the operational objectives of the call centre are met.
● Managing large and complex teams.
● Assisting with pitch in terms of customer retention and account closure requests.
● Making sure that calls are answered by staff within agreed time scales and in an
appropriate manner.
● Setting Account Closure and Credit Limit Increase targets.
● Ensuring teams achieve set business targets.
● Provide ongoing support in terms of individual and team development.
● Coaching and motivating teams.
● Identifying employee skill gaps.
● Develop and motivate Team Leaders.
● Randomly monitoring calls to ensure that standards are high.
● Managing information and statistics
● Managing staff reward and incentive schemes.
● Ensuring all staff is kept informed of legislation, new working practices and
technological changes.
● Keeping a close eye on staff turnover, absenteeism and overtime.
● Managing a large team of staff from diverse backgrounds.
● Attending weekly meetings to review progress and any problems.
● Giving staff feedback on their performances.
● Involved with the HR department in the recruitment of call centre staff.
● Authorize retrenchment, disability and death cover on customer’s accounts.
4. Name of Firm: Woolworths Financial Services (Sept 2008- Nov 2008)
Job Title: FICA Team Leader.
Job Description
● Supervising the day-to-day activities of the FICA team.
● Analysis of current levels of customer service delivery to the Call Centre and
customer.
● Provide one on one feedback/couching to staff with regards to their individual
performances. Plot the daily course of action for the team to achieve its objectives
and recommend solutions to solve day-to-day operational issues.
● Identifying process inefficiencies & design of effective processes and procedures for
the FICA functions.
● Conduct and document staff performance, identify performance gaps and give
feedback and coaching. Measure staff skills and knowledge according to predefined
KPI’s both qualitative and quantitative.
● Monthly report to Management on agent’s performance progress.
● Develop staff career paths and creating action plans to support. Motivate and lead
staff. Manage other daily people issues including termination processes, overtime,
leave, attendance etc.

7. 5. Name of Firm The Phone House (2006-2008)
Job Title Team Manager Customer Service and Correspondence
Job Description
● Drive results through efficient people and performance management
● Plan, facilitate, implement and workshop various action plans
● Professional communications, written and verbally
● Drive customer service excellence. Daily encourage and motivate team dynamics
● Manage attrition, encourage respect at all times.
● Gap analysis, to determine training needs.
● Audits on calls live, remote and side by side
● Coaching by means of efficient, detailed, specific and constructive feedback
● Maximize and support hours to discuss performance, challenges, and areas of
concern and highlights.
● Communicate long and short term goals, ensuring specific, measurable, achievable,
realistic and within agreed upon timescales.
● Interview applicants
● Initiation and investigation chairing Disciplinary Enquiries.
● Manage correspondence reports daily and weekly as well as allocate work to
advisors’ folders.
● Payroll administration monthly.
6. Name of Firm Direct Axis (2003-2006)
Job Title Call Centre Team Leader
Job Description
● To facilitate/manage the day-to-day activities of the team, to ensure that company
targets and benchmarks are met. Also to ensure that the customer receives superior
quality service.
● Understand and relay marketing forecasts to the department.
● Project and manage daily targets.
● Ensure that targets are set, maintained and met.
● Performance management and counselling.
● Daily management of incoming calls and taking calls during peak times to ensure that the
required service levels is achieved.
● Maintain discipline/ performance standards.
● To prepare weekly and monthly reports.
● To identify training needs and find solutions.
● To develop team and individual strengths and weaknesses.
● To conduct regular call assessments and coaching, offering constructive feedback.
● To ensure open channels of communication between staff and management.
● Conducting staff appraisals.
● Petty Cash Reconciliation’s.

8. 7. Name of Firm Direct Axis (2001-2003)
Job Title Call Centre Agent
Job Description
● answer calls and respond to emails
● handle customer inquiries both telephonically and by email
● research required information using available resources
● manage and resolve customer complaints
● provide customers with product and service information
● enter new customer information into system
● identify and escalate priority issues
● route calls to appropriate resource
● follow up customer calls where necessary
● document all call information according to standard operating procedures
● sell balance protection on accounts.
8. Name of Firm Truworths Head Office (2000-2001)
Job Title Dialler operator
Job Description
● Update customer database.
● Customer assessment surveys.
● Account queries.
● Tele market companies’ promotions.
8. Name of Firm Murway Auto Centre (1996-1999)
Job Title Office Administrator and accounts
Job Description
● Office administrator
● Account reconciliations /Debtors and Creditors.
● Receptionist duties
● Stock taking
● Ordering parts as needed.
● Cash payments.
● Banking
● Filing
● Provide statements and invoices
● General office duties

9. Conclusion
I am a highly motivated, proactive and hardworking individual with 15 years call centre and
customer service experience. I work extremely well under pressure and I firmly believe that
one should lead by example. I have strong leadership skills as well as the ability to motivate
staff to reach the prescribed targets and benchmarks. I am able to handle and deal with all
situations very professionally and willing to go the extra mile. I thrive on meeting deadlines
and assisting teams to achieve set targets and within business budget.
I am easily adaptable to change, punctual, extremely reliable and willing and open to all
learning. I thrive under pressure and especially deal with it in a constructive manner. I take
on any task as a challenge and an opportunity to learn and grow.
Working in such a dynamic Client Contact Centre at Woolworth’s offered me the opportunity
to live out my passion for people and their development and has also allowed me to apply
my skills of being assertive, precise and innovative in achieving my career objectives and
has allowed me to be both a good team player and leader within the client services industry.
I am accustomed to working in a highly pressurized environment where perfection to detail is
essential. I was responsible for a team as well as working extremely close with Management
and Department Heads from various areas in the business. I believe that sharing our
knowledge with others creates a learning environment and improves day to day working.
I was also blessed with an opportunity to serve my country as a volunteer at the FIFA World
Cup in 2010. I worked in spectator services where I ushered and interacted with international
guests to our beautiful country.
It was a truly awesome experience and I was so proud to be a South African representing
our fascinating and diverse nation.
I believe with my relative experience mentioned above, I have the capacity to perform the
fundamentals in line with your requirements.
Thank you for your consideration of my application.
Kind regards,
Candice Jansen

10. References
1. Carmen De Waal : Manager at Woolworths Financial Services
Contact number : 083 448 0031
: 021 411 5000
2. Paul Schnider : Head of Direct Marketing and Sales
Contact number : 082 442 1080
: 021 411 5000
3. Nicholas De Oliviera : Head of Sales at Woolworths Financial Services
Contact number : 074 739 9578
: 021 411 5000
4. Michelle Davies : Support Leader at Direct Axis
Contact number : 083 767 3114
5. Beverley Cerff : Team Leader at Direct Axis
Contact number : 083 294 5141
6. Sasha Moolman : New Business Manager
Contact number : 082 882 2221
7. Nevada Fivas : Head of Sales
Contact number : 082 252 5799
: 021 422 5922