CURRICULUM VITAE

Tracy Lorraine Gardner

Tracy Gardner

52 Chelsea Drive, Durban North, Kwa-Zulu Natal

Telephone: 081 018 2765

Email: tlkg2003@yahoo.co.uk

PERSONAL PROFILE

I am a 43 year old female currently living in Durban North, KZN recently relocated from

Cape Town. I am highly experienced within the call centre environment, managing

customer services and QA teams as well as managing the training requirements of these

companies. I have also played a key role in the operations of my current company.

My greatest strengths are my abilities to communicate with and uplift people and to

combine that support with training to create effective employees within the company who

grow and improve at whatever they do.

My hobbies include gym and working with animal rescue organisations. I am also planning

on continuing with my degree as soon as possible. I want to grow in my career and be a

strong contributor to my employer’s performance and to the individuals in that

organisation.

CAREER HISTORY

National QA Operations and Training Manager

Hotel Express International (Pty) Ltd

May 2013 – to date

Establishing and managing of decentralised QA team consisting of 18 agents nationwide (currently managing the transition of this team from decentralised model to a centralised model)

Ensuring all calls are QA’d within company SOP time period to meet the quality requirements on all Telesales /non sales /customer care Support the Sales initiatives of the Company without compromising quality or exposing the company to risk Responsible for ensuring that sales processes and outputs conform to internal business process legislation and SLA’s, as well as company and consumer requirements

Ensuring sample checks on all branches are distributed and completed, addressing and communicating all quality issues in each branch with QA agent and manager to resolve

Development of all training material and training thereof

Relationship manager between outsourced branch managers and Head Office

Power user for all admin and CQA on CRM

Identify and initiate best Quality practice and process on the sales floor and within the QA infrastructure

Ensure that planning on QA staff procurement and productivity is managed.

Managing, reporting on, and meeting QA campaign productivity targets, QA department audit and coaching targets and meeting company group QA score mandate as set by management

PCI compliance committee – ensuring company adheres to strict PCI regulations

Managing, reporting on, and meeting : o QA Campaign Productivity Targets o QA Department audit and coaching targets o Company Group QA score mandate as set by Management o Company’s QA Department audit and coaching targets o QA department attendance requirements, to ensure that this is at optimal levels

and all disciplinary issues arising there from are addressed and managed in line with Company policy and procedures.

o QA operational requirements

Compliance feedback, and regular calibration efficiencies and outcomes

Managing, and communicating o problems, solutions, plans and/or other feedback to stakeholders in line with the

department’s requirements o script and form updates as they are received, with urgency, and ensuring that

changes/updates are fully and concisely communicated to QA TL

Managing implementation of new campaigns, including training, as well as staff planning.

Managing and reporting on QA IT support, logger functionality, recording archiving (internal and external), and recording supply on demand

Responsible for overseeing the coordination of the activities within the Quality Assurance department, and monitor and advise on the performance of the quality team, as well as produce data and reports on performance tracking company quality objectives

Managing the QA CMs, TL’s an agents on his/her coordination of QA team performance outputs, productivity, coaching and development management through the QA TL’s as well as ensure that team leader motivation and areas of development are focused on in the individual TL’s weekly

Implement and develop KPI’s in line with this management

Oversee performance management of staff not meeting QA requirements (ongoing feedback and stats) through developed CDP/PIP reporting and management specific to QA department requirements.

Responsible for implementation and maintenance of a Quality Assurance System and Process guide

Facilitate compliance document drafts and compliance management, as well as regular audits on sales team discipline around the established compliance requirements

Training Manager Windscreen Direct (Pty) Ltd May 2012 – April 2013 Reason left – retrenched

Developed and trained all required modules

Training covered: soft skills, systems training, product knowledge, training on the company background and the other departments in the company

Was involved in recruitment and seat profiles

Gave all reports and feedback on the Training department to director/management, Team Leaders and agents directly

Was stand-in team leader on regular basis and also trained all the team leaders,

managed max of 8 people per team

Assisted with Quality Control and DIP checks. All feedback recorded and fed back to the Team Leader and the agent

Training and coaching of new agents during incubation period

Training Manager Plasma Mobile (Pty) Ltd September 2011 – Feb 2012 Reason left – retrenched

Managed, planned and coordinated all training and training materials for 200+ agents in outbound centre

Was involved in recruitment

Assisted with campaign management and team leader duties (max of 15 people per team)

Gave all reports and feedback on the Training department to director management

Store manager Lilex Trading (Pty) Ltd - 7 Eleven franchisee Dec 2010 – June 2011 Reason left – temporary contract

Sales assistant With Attitude CC Aug 2010 – Dec 2010 Reason left – temporary contract

Rental agent Greeff Properties (Pty) Ltd April 2010 – August 2010 Reason left – no basic salary

Fully trained and certified on IQ Accounting and Point of Sale system

Managed 4 stores, responsible for all data capturing for all stores, managed staff, orders and payments

Banking and daily takings

Control of all stock and stock-take

Sales of all products in store

General retail duties

Client liaison

Buying

Orders

Customer Care

Orders for Customers

Assisting wherever necessary

Sales and Marketing Corporate Wise (Pty) Ltd June 2009 – April 2010 Reason left – retrenched

Sales Picasso Headlines (Pty) Ltd June 2008 – June 2009 Reason left – better prospects

Owner Beaute-on-Cavendish Beauty Salon 2003-2007 Reason left – sold business

Chairlady SPCA Witbank 1996-2001 Reason left – started a family

Sourcing of new stock

Securing tenants for rental properties

Following up on lease agreements

Loading and drafting of new leases

Managing maintenance of rentals

Property Inspections

Initially hired as Marketing and Sales Manager

Facilitated training workshops

Trained all soft skills for the company, sometimes bespoke training, i.e, Time Management, Customer Care, Sales, etc for Corporates or public workshops

All cold-calling sales

Sales of Media Advertising Space

Worked on Longevity, Elle, Elle Décor and Medical Publications TLC and more

Researching and finding of leads

Liaising with Editorial Department and obtaining information for any articles in publications

All running of the business

Dealt with all staff issues and customer queries/bookings

Beauty treatments

All purchases

Banking

Accounts and books

Studied in Barcelona

Running of entire centre

Inspectorate duties

Managed all staff

Head of Committee

Fundraising

Promotion, marketing and education and awareness for the SPCA Witbank

Public Speaking, functions, events and AGM’s

All liaisons with NSPCA, Town Council and the Community Chest

All interaction with veterinary surgeons

Customer services – International sales Avnet Kopp (Pty) Ltd 1995-1996 Reason left – got married and relocated back to Witbank with my husband

Buying Assistant Anglo-American Limited 1991-1995 Reason for leaving – relocated to Gauteng

all purchases for the Anglo-Amcoal Collieries

sourcing of all items and negotiating of prices

dealing with the Mine Manager

Used Trade Net to obtain prices and place orders and telephonically

Data Capturing Experience

Scored well in AA Purchasing Exam, over 90%

KEY COMPETENCIES & SKILLS

PROFESSIONAL SKILLS

Organised

Solution-orientated

Handle pressure well

Excellent planning skills

Strong communication skills

Can adapt my training approach to suit different learning types

Can identify trends easily

Excellent problem-solver

Excellent management and leadership abilities

Excellent listening skills

Excellent time management skills

All sourcing and buying of electronic components from the Far East

Sales and Customer Care Inbound Queries in Call Centre Environment

Excellent problem solving skills

Excellent coaching/ training skills

P.C Literate- Advanced Word, Outlook and Excel

Exceptional attention to detail

Ability to simplify and communicate problems identified, when recognized, with urgency, as well as following up on outcomes and measuring results in terms of global best business practice.

PERSONAL SKILLS

Patient

Straight-forward

Excellent mediator

Supportive

Hard-working

Patient

ACADEMIC QUALIFICATIONS Matric certificate HG Witbank Convent – Matric completed BA Psychology UNISA Current Assessor, Moderator, Facilitator SETA (Omni) Completed 2010-2011 Personal growth course http://www.lifeline.co.za/training/individual/ Lifeline Completed Course includes topics such as:

Communication styles

Life pressures & coping mechanisms

Trust & self disclosure

The spiritual dimension of our lives

Anger Management

Goal Setting

Personal value systems

Overcoming prejudice and discrimination

Bereavement and loss

Relationships – in all their forms

REFERENCES

Name: Robert Goff

Telephone: 083 6281711

Job title: Director Lilex Trading

Name: Christo Botes Telephone: 082 808 5971 Email: christo@hotelstay.com Job title: Director Hotel Stay

Name: Kimesh Verma Telephone: 083 845 3772 Email: Job title: Financial manager K2

Name: Grant Strong Telephone: 061 419 3791 Job title: Sales manager Cape Town

Name: Vasco Leite Telephone: 079 892 9512 Job title: Operations & Partnering

manager Hotel Express