This document summarizes the career journey of Janene Laas. She has over 20 years of experience in roles involving change management, talent identification, and people development. Her most recent roles include HR Support and Change Manager at CCI South Africa from 2016 to present, where she helps set up employee councils and recruitment processes. She previously held roles such as Head of Branding, Communications and Employee Engagement also at CCI South Africa, and Employee Experience Executive and Head of Customer Experience at Velociti. She has a National Diploma in Marketing and has developed and presented various training programs.

1. Introduction to the Career Journey of
Janene Laas
7501030113088
Mobile: 083 385 9269
laasjanene@gmail.com
PERSONAL STATEMENT
With more than 20 years’ professional experience working in several companies across multiple industries, I
have found that I am naturally drawn to, and successful in, roles where change management is fundamental
in moving business forward through creating alignment in processes, procedures and people development.
I have a friendly, communicative, and influential personality, which has enabled me to build strong
relationships with clients, colleagues and subordinates. My strength in coaching and mentoring of individuals
has led to my interest in creating and delivering skills development programmes to grow and empower
people. My diplomatic leadership style and expertise in talent identification and job matching has enabled
me to build a trusting relationship with my direct reports, creating a work environment that is conducive to
excellent results and personal development for all members of the team.
My strong account management skills and consultative approach to projects perfectly positions me for roles
where I am able to combine my professional strengths in Change Management, Talent Identification and
People Development with my ability to identify gaps in business processes and operations and to work
collaboratively with various key stakeholders to find solutions to drive business forward.
TRAINING MATERIAL DEVELOPMENT and PRESENTATION
I have developed and presented the following skills development training programmes:
 Interpersonal Skills
 Emotional Intelligence
 Personal Branding
 Business Etiquette
 Communication Skills
 CV Writing & Interview Skills
 Importance of Customer Care
Formal Education:
Matric
Newcastle High School
1992
National Diploma: Marketing
Natal Technikon (Durban Institute of Technology)
1993 – 1997
Courses and Seminars Attended:
• Sales Techniques
• Presentation Skills
• Advanced Negotiation Skills
• High Performing Teams & Leadership
• Time Management
• Recruitment & Selection Training
• Basic HR Management Training
• Strategic Leadership Development
• Cisco Sales Expert Certification
EDUCATION

2. WORK EXPERIENCE
2016 – Current (CCI South Africa: BPO Contact Centre)
September 2016 - Current
HR Support and Change Manager
• Employee Council Management
- Set up the 1st Employee Council for CCI South Africa
- Receive and screen applications for the Employee Council Reps
- Select representatives based on business requirements
- Coordinate monthly Employee Council meetings including meeting agendas and minutes
- Ensure actions from Employee Council meetings are distributed and keep track of actions
- Provide support and guidance for Employee Council Reps
• Policy and Processes
- Assisted in creating the new CCI employee promotions process
- Reviewed current promotions practices and aligned with industry best practice
- Created internal Team Manager and Campaign Manager recruitment process
- Created a CCI change management framework
• Senior Management Recruitment
- Liaise with line management regarding recruitment requirements for senior members of the
CCI management team
- Create job specifications linked to business requirements
- Network with recruitment agencies for suitable candidate CV’s
- Screen candidates and shortlist based on skills, experience and culture fit for the relevant
role
- Coordinate Thomas International Assessments
- Schedule interviews with line management and follow up post interview
- Coordinate letters of offer and communicate feedback to candidates or recruitment
agencies
- Update recruitment tracker and provide weekly feedback to Chief People Officer
June 2016 – August 2016
Head of Branding, Communications and Employee Engagement
• Responsible for all internal branding, including branding of campaign areas
• Provided creative guidance to the Design team
• Received branding requirements from the business and translated them into a creative brief for
the Design team
• Requested branding quotes from suppliers and managed all branding installations
• Provided communication content for marketing collateral and company communications
• Activated company communications as required
• Created a communication strategy
• Managed the company social media communication platform – Facebook
• Provided direction for all employee engagement activities to meet the objective of touching
the lives of employees outside of the business
• Implemented and managed the employee engagement calendar, including theme days and
wellness initiatives
• Managed the Wellness Centre including wellness suppliers
• Managed the Employee Loyalty Card program
• Managed the company CSR and charity initiatives
• Line management for Creative Manager, 2 Designers, Employee Engagement Manager, 4 x
Employee Engagement Coordinators
Achievements:
• Successfully started and managed the 1st Employee Council at CCI
Reason for Leaving: Retrenchment

3. 2014 – 2016 (Velociti: BPO Contact Centre)
August 2015 – May 2016
Employee Experience Executive
• Provide strategic direction for the business in regards to HR, Training & Staff Development,
Employee Engagement and Communication
• Line management of HR, Training and Marketing teams
• Implement and manage Leadership Development programs for EXCO and management
teams
• Implement and manage staff development programs
• Responsible for internal and external Marketing strategy, including updates to company
marketing materials
June 2014 – July 2015
Head of Customer Experience
• Call Centre Operations Management
- Oversee and manage all operations of inbound contact centre for outsource clients – Pick
n Pay, Blue Label Distribution, Transaction Junction, SPAR Loyalty Program
- Monitor contact centre operations to ensure SLA’s are met
- Implement strategies to increase contact centre efficiencies
- Provide strategic direction for the inbound contact centre and implement contact centre
strategies focused on improving customer experience
- Management of financial performance and budget for the inbound contact centre
• Line Management
- Line manager to 3 Campaign Managers, 6 Team Managers and +200 Contact Centre
Agents
- Conduct weekly and monthly team briefing/update meetings
- Responsible for all HR for inbound contact centre employees including recruitment, leave
management, payroll management, disciplinary management etc.
• New Business Development
- Responsible for tender responses for all inbound contact centre opportunities
- Provide new business sales presentations to potential inbound contact centre clients
- Follow up on all pipeline business opportunities for the inbound contact centre
• Client Relationship Management
- Management of contracts and SLA’s with inbound contact centre clients
- Prepare weekly and monthly stats and reports to send to clients
- Weekly, monthly and quarterly client meetings to present reports and updates on contact
centre performance
- Identify and deliver new services to offer to inbound contact centre clients
Achievements:
• Created an efficient business structure in the Velociti inbound contact centre despite no prior
experience in contact centres
• Was invited to join the Velociti Exco team after 4 months of joining Velociti
Reason for Leaving: Velociti acquired by CCI South Africa, transitioned into new company

4. 2012 – 2014 (Trade Intelligence: FMCG Research & Insights)
October 2012 – May 2014
Shared Services Manager
• HR Management
- Recruitment
- On-boarding & Induction
- Leave Administration
- Payroll Administration
- Handling disciplinary issues
- Providing support to management team regarding all aspects of HR
• Finance & Administration Management
- Preparing and managing budgets for office expenses and IT spend
- Monthly finance reporting at finance meeting
- Responsible for workflow processes across the business (operations manuals)
• IT Management
- Provide strategic direction for IT systems and equipment purchase
- Ensure all IT related issues are efficiently addressed
- Management of IT Service Provider relationships
- Responsible for implementation and up-keep of proper server file hierarchy
• Account Executive: Research & School of Retail
- Arrange client meetings for Associates and MD
- Provide cost estimates for client requirements
- Follow up on all sales opportunities
- Updating and management of status reports and CRM team activities
- Ensure delivery of products and services to clients
• Line management of:
- Shared Services Assistant
- Training Coordinator
- Online Coordinator
- Receptionist
- Housekeeper
Achievements:
• Joined Trade Intelligence as a Data Capturer in October 2012 and was promoted to Share
Services Manager within 6 months of joining the company
• Successfully implemented a stable, fully redundant and best practice IT infrastructure
• Worked as a trusted advisor to the MD, Maryla Masojada, and was asked to sit in on Board
Meetings as a non-Executive member
Reason for Leaving: Recruited to join Velociti
2012 – 2012 (Equal Zeal: Life Skills Training Franchise)
April 2012 – September 2012
Franchisee / Business Owner
• Life skills trainer for children, teens, parents, teachers and corporate companies
• Marketing to schools and individuals for workshops and programmes
• New programme and workshop development
• Financial management
• Reporting
Achievements:
• Created a Workplace Skills Readiness program which was included as part of the Franchise
programme offerings
Reason for Leaving: Entrepreneurial financial hardship

5. 2012 – 2012 (Evrst Business Solutions: Recruitment Agency)
January 2012 – March 2012
Business Development Manager / Recruitment Consultant
• Identify new clients for recruitment and training opportunities
• Cold calling and arranging sales appointments
• Meeting with prospective clients to introduce recruitment and training opportunities
• Advertising client job opportunities on various online job portals
• Screening CV’s and interviewing suitable candidates
• Compiling candidate profiles for submission to clients for consideration for job vacancies
• Arranging interviews for shortlisted candidates with client
• Client and candidate follow-up
• Daily, weekly and monthly reporting to Evrst management
Achievements:
• Successfully added 5 new clients to the company database within 1 month of joining
Reason for Leaving: Retrenched – Durban branch closed due to operational requirements
2007 – 2011 (Business Connexion: IT Outsourcing)
September 2009 – December 2011
Sales Executive: Technology (Cisco / Avaya /Nortel /IBM / HP / SUN / Vmware)
• Manage client relations in order to identify new infrastructure opportunities
• Assist clients with IT Strategy and determining best solutions to meet business requirements
• Coordinate internal efforts of technical pre-sales and post-sales teams to deliver IT infrastructure
solutions to clients
• Meet with new and existing clients to determine IT Infrastructure requirements
• Prepare quotes based on solutions designed by technical pre-sales team
• Assist BCX management in forecasting business opportunities
• Assist Services Group Account Executives to grow network business in key accounts
March 2007 – August 2009
Practitioner: Recruitment
• Liaise With Managers to determine requirements
• Recruit suitable candidates for vacancies through recruitment agencies, advertising and
headhunting
• Maintain recruitment assignments and all related recruitment administration
• Administer details of available employees on the BCX database
• Arrange and conduct panel interviews with candidates
• Placement Of Candidates
• Compile Statistics
Achievements:
• Conducted an analysis of the recruitment practices across the BCX regions and presented the
findings to the Head of Recruitment for improvement and alignment of recruitment practices
across the business
• Successfully completed the Cisco Sales Expert certification in order to secure the position as
Sales Executive: Technology
Reason for Leaving: Recruited to join Evrst Business Solutions

6. 2002 – 2007 (CTI Education Group – Further Education and Training)
June 2004 – February 2007
Career Developer / Recruitment Consultant
• Marketing CTI Graduates CV’s to new and existing clients for possible job opportunities
• Creating, evaluating and fulfilling IT job orders from clients
• Sourcing experienced IT professionals for various job specs
• Conducting work readiness programmes with CTI graduates
• Recruitment administration, reporting and budgeting
• Assisting in recruiting internal staff for CTI
July 2002 – May 2004
Student Advisor
• Marketing Strategies and relationship building with schools in order to conduct presentations to
Grade 12 learners
• Attending Career Days to promote CTI
• Conduct sales activities to enroll students into CTI programmes
• Induction of students
• Sales Administration, reporting and budgeting
• Controlling Marketing budget
• Participating in SRC as Staff Member
Achievements:
• Increased the recruitment service offering to clients from only graduate placements to
placements of more experienced IT professionals
• Joined the Linx Personnel Recruitment Network as the IT recruitment specialist
Reason for Leaving: Recruited to join BCX