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Roshni Cornelius

Roshni Cornelius

Training Facilitator

Merchants

Facilitator at Merchants

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Merchants

Training Facilitator

• Design and development of outcomes based learning interventions in response to the needs analysis and areas requiring development
• Facilitation Skills – facilitation of product, process & systems learning interventions (based on adult learning methodology) - addressing the learning needs identified in the needs analysis or in response to new process or systems roll outs – both existing Customer Service Staff as well as newly recruited staff.
• Facilitation of interactive (soft skills) interventions namely Customer Service and Inbound Sales (up selling/soft sales)
• Facilitation of written correspondence to customers regarding iiNet products and Customer Service
• Design, development & conducting of summative assessments for product, & classroom based formative assessments
• Cross and up skill self on Internet related technical content
• All related training administration, record keeping and reporting
• Assist with selection of Customer Service Professionals for the Call Centre

Career medium 06
Career
Career medium 01

Momentum

Product Training Facilitator (Cape Town)

• Design and development of outcomes based learning interventions in response to the needs analysis and areas requiring development
• Facilitation Skills – facilitation of product, process & systems learning interventions (based on adult learning methodology) - addressing the learning needs identified in the needs analysis or in response to new process or systems roll outs – both existing Financial Planners as well as newly recruited planners.
• Facilitation of a customized interactive (soft skills) intervention namely Momentum Culture (orientation of new employees)
• Design, development & conducting of summative assessments for product, & classroom based formative assessments
• Cross and up skill self on Insurance related technical workshops (e.g., Tax and Retirement Annuity calculations, Risk Analysis Process)
• All related training administration, record keeping and reporting

Career

Old Mutual Investment Group

Training Facilitator

• Conducting Learning Need Analysis – Analysing knowledge or quality assessment results of Customer Service Professionals (CSPs); including escalation reports to identify learning needs or ‘knowledge gaps’
• Design and development of outcomes based learning interventions in response to the needs analysis and areas requiring development
• Facilitation Skills – facilitation of product, process & systems learning interventions (based on adult learning methodology) - addressing the learning needs identified in the needs analysis or in response to new process or systems roll outs
• The facilitation of skills transference in the ‘Integration Zone’ – is a specialized facilitation skill – requiring more focus on the Learner applying their knowledge practically – in preparation for the role in the call centre i.e. turning theory into skill!
• Including the Facilitation of 2 Customised Call Centre interactive (soft skills) interventions namely Let’s Talk Service & Seeing Red
• Design, development & conducting of assessments for product, process & systems assessments – online (biannual knowledge assessment) & classroom based formative assessments
• Cross and up skill self on Essential Savings Plan Product & Max Income Product
• All related training administration, record keeping and reporting
• Assessing (NGP & FlexiCon) agents quality, product knowledge & system navigation skills against the Old Mutual Client Service REWARD standards
• Training RETAIL Intermediary & Client agents on FlexiCon & NGP Products & Systems, Bhive, & AWD; Induction & Product Power

Career medium 02
Career
Career medium 02

Old Mutual Investment Group

Service Quality Assessor

• Quality Assessment of the call centre agents in respect of incoming calls from clients and brokers
• Compile development plans for individual agents in relation to quality assessment results
• Coach individual agents in relation to development plans
• Devise needs analysis for a team, with recommendations for improvement or enhancements
• Support for telephony staff (Flexi/Conventional & New generation products) in respect of Technical enquiries & escalations
• Outbound calls doing client surveys and capturing of client response in respect of quality of service delivered

Career

Maccauvlei (via Old Mutual Business School)

OD ETDP, Accredited ETD Practitioner

INSETA (via Old Mutual Business School)

Accredited Assessor (INSETA), Assessor

University of the Western Cape/Universiteit van Wes-Kaapland

Higher Diploma in Education, Physical Education Teaching and Coaching

University of the Western Cape/Universiteit van Wes-Kaapland

BA (Human Movement Studies), Psychology