City of Johannesburg, Gauteng, South Africa
To train and educate country retail teams Responsible to Education 8 brands nationally (Lancôme, Yves Saint Laurent, Kiehl’s, Urban Decay, Designer Fragrances include: Giorgio Armani, Ralph Lauren, Viktor & Rolf, Cacharel and Diesel) Work with marketing to strategically plan activations, key focuses etc Design, Develop & Implement SETA Retail Academy at corporate level for L’Oreal (Current staff - assess current skills, New – onboarding) Assist Area Manager’s with Beauty Advisor Performance Management, driving targets, including daily operational duties Checking sell-out documents to identify gaps/opportunities to strategically plan Beauty Advisor routing, promoters etc On-going focuses to simplify the environment for Beauty Advisor’s – to improve customer services Trained Zimbabwe , Lancôme and Designer Fragrance advisors Source international curriculum and localise content Execute and animate training programs to field teams and internal staff Assist beauty advisors and Area Manager with event action plans, calendars (daily target setting) Creation and management of Beauty Advisor uniforms in line with International directives Participate in the recruitment, evaluation and development of expertise of beauty advisors through grading and evaluation program Plan and executed annual Beauty Advisor conference (HUGELY SUCCESSFUL) Achievements: -Awarded Best Practice in Paris at our International Education Manager Seminar 4 years running (BA Planners and conference) -Awarded number 1 internationally for Mystery Shopper results based on Beauty Advisor overall performance -2014 met with International Education department in Paris to impart with all my training initiatives “Training Beauty has been the best experience thus far, using my creativity to seduce and to education the Beauty Advisers have been the highlight of my life!”
Conduct each component of the training cycle: - Training Needs Analysis - Design and develop Training materials - Training delivery - Design and develop Assessments - Plan and Conduct Assessments - Guide and Support Learners - Evaluation, and - Training Administration Developing processes within our call centre – I introduced this project to the business and am managing and completing the mapping of work flow for the implementation of business processes along with the standard operating procedures (SOP). This is a vital stage to ensure accurate design of training materials, change management of a process and therefore training etc. The areas which I have completed business process maps include Telesales, Retentions and Customer Services. I have also designed and implemented an intranet based on-line training and knowledge tool for the business which included designing my own website for this project. This was part of my innovative creative initiative to have a tool which can assist in learning. As I am the only training officer within the training department at Altech Netstar, this initiative worked well to assist in getting accurate, up-to-date information to all staff at all of our branches. I am incredibly keen to drive ‘go-green’ initiatives and believe that this tool will hinder paper waste and move towards a paperless environment i.e. there is no need to print training manuals. Constant research with Engineers to provide accurate information while designing and developing product manuals Constant research for sales, which includes spending time with the sales departments i.e. listening to calls, going out with the sales representatives, to get familiar with what client’s needs and wants are. Coaching QA’s on product information Assisting in Quality Assurance
Co-ordinate training across the entire organisation which includes 10 branches nationwide and Head Office Induction Training includes planning, prepare, conduct training and co-ordinate schedules with participating partners Design and develop all training material in all areas which include Finance, Insurance, Trade and the Call Centre’s Designed and researched the training material and conducted training for our launch with Wesbank (as AA Finance is now a division of Wesbank) Strategic alignment of all training activities to the business objectives Implementing processes and systems that enable training to be proactively monitored, controlled and managed Building relationships and constant communication with our partners such as AA South Africa, Auto & General, to name a few. Designed, researched and conducted training in a new Call Centre in Durban. Post training monitoring includes, constant monitory of calls, designing new scripting for relevant projects/changes. Set Assessments which assists in identifying training needs Assisting in re-designing the Intranet