Snyders - Government Worker - Johannesburg, GP, South Africa

Michelle Snyders

Johannesburg, GP, South Africa


Government Worker

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


I am an enthusiastic, assertive, hardworking, young yet matured individual who strives on only doing my best. I am a proactive, organised person who ensures that optimal output is achieved.

I wish to gain a challenging position in a corporate company to enhance my existing skills in order to broaden my experience within an established organisation.

I would like to thank you for this opportunity you have given me to present my Curriculum Vitae to your organisation, and I have no doubt that you will find it favourable enough to afford me a chance of proving myself in your industry.

Work History

Internal Trainer (QLD - Quality Learning & Development Specialist)

Innovation Group

From October 2012

Broad Functions and Responsibilities:
• Plan, direct, co-ordinate, conduct and administer training and coaching activities for employees and Management within the business unit and for the quality assurance assessors, in written form, e-mail or in person.
• Ensure that the Training department Quality Management System policies and procedures is adhered to.
• Scheduling and planning of training interventions.
• Preparation of training tools and documentation.
• Reporting on delegate performance in training.
• Monthly, weekly and daily reporting on training interventions to management team.
• Provide innovative and creative ideas on enhancing staff skill within the business.
• Obtaining product and system related information from respective leaders.
• Performing day to day administrative tasks.
• Assessing staff on product and system knowledge.
• Providing assessment feedback and coaching to learners.
• The induction of new staff to the business unit.
• The creation of training material for the business unit.
• The creation of supportive tools for assisting contact centre staff.
• The creation of assessments, based on product and system knowledge.
• The creation of assessments and training based on product and system knowledge on an electronic platforms (i.e. isv Fast Path and an internal portal).
• Assisting the quality assurance department in the development and improvement of the quality assurance assessment tool.
• Conducting presentations to external clients and business partners in national road shows.
• Communicating product and process changes to the business unit.
• Assisting in staff motivation through the implementation of the FiSH! Philosophy program and other various interventions.
• Assisting in the coordinating and facilitating company events/functions.
• Involved in the coordination of social events within the business unit.
• Involved in the development and implementation of processes for new business and change in existing business.
• System...

Customer Care Administrator

Innovation Group

March 2012 - September 2012

Broad Functions and Responsibilities:
• As customer administrator for a motor warranty company, main support in this position is the administration for customer care.
• Duties included relieving management of administrative duties, word processing
• Filing and faxing as required
• Set up minutes for meetings
• Updating customer vehicles and personal details
• Change of ownership, activating policies,
• Call backs for cancellation requests and monitoring of statistics on the systems (CSI Eyerys smoke system).
• Update and chase delegated tasks to ensure progress to deadlines, also handling all enquiries within my capacity
• Assisted with policy activation, validation, updating customers personal and banking details.

Contact Person: Phindi Moyo
Claims/ Customer Care Supervisor
Office: 011-790-7005


Call Centre Agent/2.I.C

Innovation Group

June 2011 - March 2012

Broad Functions and Responsibilities:
• Allocation of leads to telemarketing
• Requesting voice recordings for customers, such as complaints and compliments.
• Changing collection dates for debits to go through.
• Dealt with sending policy documents requests, policy transfers, and cancellation.
• Query escalation for first contact resolution.
• Payment queries for dealers and customer refunds on service and warranty plans for vehicles.
• Attending to 180 to 220 calls per day.
• Motivating fellow team members
• Compiling daily, weekly and monthly stats for the customer care division
• Compile QA records
• Reporting system errors
• Managing supervisor in house systems
• Dealing with complaints and compliments of customers and clients
• assisting with coaching sessions
• Reporting too supervisor and line manager as required
• Train and supervise part time, full time or paid within the customer care division.

Contact Person: Phindi Moyo
Claims/ Customer Care Supervisor
Office: 011-790-7005

Contact Person

Absa Contact Centre

February 2010 - May 2011

February- 2010 to May - 2011

Job Title: Telephone and Internet Banking
Broad Functions and Responsibilities:
• Account handling
• Customer relations
• Query solving
• Consultant training
• Confirm/update customer records
• Liaising telephonically with client's request
• Data capturing
• System testing
• Lead generation
• Deal professionally with all customers at high degree of quality service to our clients
• Follow an effective working process within telephone banking.
• Deal effectively with all support channels to ensure that agreed service level is maintained
• capturing and updating clients details
• Navigate and assist other business line such as internet banking, private banking and small business support.
• Technical support
• Transactional Support
• Customer Service
• Internet and cell phone support banking
• Troubleshooting error codes
• Support cell phone navigation
• Internet banking
• Attending to 100 to 120 calls a day.

Contact Person: Moegsien Naran
Team Leader
Office: 0836215896

Sales Consultant

O'Keeffe and Swartz

March 2009 - December 2009

Broad Functions and Responsibilities:
• Responsible for generating leads for the sales team
• Data capturing
• Sales Presentations
• Selling short term insurance on behalf of the banks
• As a sales consultant I identified potential customers and learnt the art of persuasion
• Meet sales target

Contact Person: Lavandrin Reddy
Sales Manager 011 790 6175

Innovation Group Clinton Lewis 011 809 2365 or 084 347 8534
Innovation Group Phindi Moyo 011-790-7005
Absa Contact Centre Moegsien Naran 0836215896
O'Keeffe and Swartz Lavandrin Reddy 011 777 6175

Qualifications & Certifications

Westbury Secondary

Human Resources Management


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