Michaela Petersen

19/01/2022-PRESENT 

Learning & development facilitator, Digital tribe – ascensos sa

Offer training and development expertise and solutions
Training management and product
• Assist with completing Coaching and development initiatives with the Call Centre staff
• Identify knowledge gaps within Operations and deliver refresher training aimed at reducing risks
• Actively support the Operations by conducting floorwalking and providing process guidance to Agents & Team Leaders
• Design and deliver ongoing soft skills development initiatives
• Become fully aligned on Operations Delivery processes and Training / Quality standards
• Work with the Operations Leaders to develop knowledge transfer methodologies, to enable employees to learn and apply processes, policies & products in daily duties
• Identify any non-compliance to policy, procedures and business rules, and escalate to Operations Director
• Identify process / procedure improvement opportunities and work with operational leads to implement changes

• Leadership development programme creation and facilitation.
• Skills development programmes and facilitation.

   
• Provide ad-hoc analysis and presentation of process and knowledge data back to business as required and work with business to address any areas of weakness or concern
• Work closely with all Operations Delivery functions in order to share best practice, ideas and lessons learnt to further drive consistencies across the Operations
• Compile and deliver Training handover to Operations, of all trainees with strengths and areas of focus for each delegate (incl. attendance records, assessment scores, behavioral concerns etc.

• Creating leadership material.
• Training leadership on all levels and positions.
• Attendance management.
• KPI/Metric focus sessions.
  
  
   

01/11/2021-17/01/2022

CLIENT TRAINER, SIGMA CONNECTED

As a client trainer my job role includes training new induction groups for customer service and early collections for EON Energy. We based at a 50\50 rate this means we operational support as well when required. We undertake admin roles as well as leadership qualities to manage teams for a 3-week induction period.

I am also based in operational space as management assistance and performance coach, duties include:

• managing teams
•  driving performance
• finding gaps
•  looking at trends
• Being a 2ic to my team leader in training and taking calls with clients to improve the content used in Training department.
• Creating strategies to align organizational need with clients.
• Creating new job roles in the L&D space for the business.

01 AUGUST 2021 - PRESENT

Team leader/manager, SIGMA CONNECTED

As a team manager my job role includes managing groups of people and advisors for customer service and early collections for EON Energy. We undertake admin roles as well as leadership qualities to manage teams.  Daily duties include:

• Managing teams alongside others to fulfill operational requirements.
• Sending attendance, processing leave, monitoring adherence and career development of teams.
• Driving performance
• Identify knowledge gaps and implement new teachings.
• Looking at trends to improve my teams performance.

01 DECEMBER 2020 – 31 July 2021

CLIENT TRAINER, SIGMA CONNECTED

As a client trainer my job role includes training new induction groups for customer service and early collections for EON Energy. We based at a 50\50 rate this means we operational support as well when required. We undertake admin roles as well as leadership qualities to manage teams for a 3-week induction period.

I am also based in operational space as management assistance and performance coach, duties include:

• managing teams
•  driving performance
• finding gaps
•  looking at trends
• coaching advisors 

november 2019 – 30 Novemeber 2020

Advisor, Sigma sa

Call center advisor in Customer Service, Early Collections, Sigma Red and Eon outbound campaigns for EON Energy. Assisting customers will all utility and account needs telephonically.

August 2019 – 09 Novemeber 2020

Financial consultant, Capitec bank

Assisting customers with any banking needs and marketing the bank. My roles included being a teller, consultant,2IC, management training completed and client service champion.

Currently 

NATIONAL DIPLOMA HUMAN RESOURCE MANAGEMENT, False bay college 

I completed my National N6 Certificate in HRM at False bay college.- Awaoting diploma by end of july 2023.

NATIONAL DIPLOMA HUMAN RESOURCE MANAGEMENT, False bay college 

I completed my National N4 Certificate in HRM at False bay college.

july 2016 

N4 & N5 CERTIFICATE TOURISM, FALSE BAY COLLEGE

• Leadership skills 
• Team 

Education

Skills

• Good Computer skills 
• 2IC Experience 
• Training experience

• Fast Learner
• KPI/Metric driven 
• Good communication skills 
• Great product knowledge
• Coaching
• Trend’s analysis

NATIONAL DIPLOMA HUMAN RESOURCE MANAGEMENT, False bay college 

I completed my National N6 Certificate in Human Resources Management(HRM) at False bay college.- Awaiting diploma by end of July 2023.

July 2016 

N4 & N5 CERTIFICATE TOURISM, FALSE BAY COLLEGE