Lee Plotz

PRIVATE AND CONFIDENTIAL PROFILE Cell: 081 - E-Mail:- PROFILE OF Lee Caryl Plotz Current Employment Self Employed Part Time (Microblading Artist) Availability/Notice Period Immediate Surname Plotz First Names Lee Caryl Citizenship South African Identity No- Gender Female Passport Status Valid Residing in Sandton Areas to consider Willing to Relocate Languages Spoken English/ Afrikaans Salary expectation Negotiable OVERVIEW Extensive experience in securing New Business, Customer Service and Project Management Visual Graphic Analyst –10 months National BPO Manager (Project Manager Call Centre) – 1 year Freelance Make Up Artist and Microblader – 8 years Recruitment Manager/General Manager – 4 years Contact Centre Manager – 7 years ACHIEVEMENTS Chosen out of 10 Call Centre Managers at Dimension Data to do a presentation in India at the World Tech Summit Conference Featured in an article in the Woman & Home Magazine in 2007 for my Make Up Artistry studies Hostel Prefect 1992 School Prefect 1992 Typing Prize 1992 First Team Hockey (Scroll 1991) First Team Swimming (Scroll 1990, 1991) First Team Athletics (Scroll 1992) Drama (Scroll 1991, 1992) Head of Social Committee (1991, 1992) ACQUIRED SKILLS / ABILITIES Problem-solving Analytic Thinking Strategic Planning Report Writing Contract Management Change Management Performance Management Recruitment HR Management General Management Cost Control Budget Management Implementation Management Training Crisis Management Business Strategy Staff Development Business Development Direct Sales Presentations Communication Skills Advanced PowerPoint Project Management Financial Functions Computer Literate Customer Service Product Development Sales Management Staff Management Time Management Negotiation Troubleshooting EDUCATION DETAILS Highest Grade Grade 12 Institution Settlers Agricultural High School Year Passed 1992 QUALIFICATIONS / ADDITIONAL COURSES / CERTIFICATES Certificate in Microblading (Semi Permanent Make Up) International Diploma in Make Up Artistry (1 Year) Higher Certificate in Managing Customer Service Higher Certificate in Manager Development Diploma in Advanced Call Centre Management COMPUTER LITERACY Advanced Ms Power Point Ms Word Ms Excel Internet Email CAREER DETAILS (From most recent) Name of Employer Self Employed Part Time Designation / Title Microblading Artist Period of Employment Oct 2016 to date Reason for Leaving Ongoing Microblading is a form of Semi-Permanent Make Up. However, instead of using a tattoo gun the procedure is completely free hand using a small blade and pigment which forms natural looking hair strokes – which means no solid lines or shapes are formed. Perfect for people who are looking for a natural and defined look Prospect for new clients by networking, cold calling, advertising or other means of generating interest from potential clients Professional in appearance and demeanor at all times Excellent sales capabilities Personable nature conversing easily with anyone Creative with sales techniques and marketing schemes to promote my business Experience in home salon, over the phone and door-to-door sales and referrals to obtain new clients Name of Employer Mckinsey& Company Designation / Title Visual Analyst - Contract Period of Employment Nov 2016 to Aug 2017 Reason for Leaving Contract Ended Provided compelling and effective visual communication solutions for a wide variety of needs: from single slide production in PowerPoint for a “kick-start” meeting, to customized presentation design and alternative storytelling solutions Ensured that the parameters of excellence were met within the boundaries of business presentation design Created PowerPoint charts from handwritten or electronic manuscripts sent by the Production Manager at Mckinsey within an agreed upon time frame and deadline Involved the creation of new pages, editing and formatting existing documents as well as converting presentations from one template to another Supported the day-to-day slide production by providing quality assurance and control before delivery Reviewed documents created by the Business Analysts and Consultants of Mckinsey for transcription-related errors (spelling, punctuation, grammar, and typos) Closed gaps in quality for effective high client satisfaction Responded to questions on spelling, grammar, language usage, style, and standards and assist in quality and performance management Excellent computer proficiency in MS Office Suite, Windows OS, PC accessories, Email, Internet/Web search, social media and equivalent products Brilliant communication and fluency in a business environment Excellent command of the written English language, including a firm grasp of spelling and grammar Ability to prioritize, schedule and meet deadlines Excellent Typing skills (Distinction in Matric) Strong attention to detail Ability to diagnose/reflect on slide quality Willingness to learn and share knowledge Strong teamwork skills Proven affinity for visual and content quality of outputs Good analytics and ability to synthesize information Worked on shifts Monday to Friday 6pm to 2am Name of Employer MPC Johannesburg (EOH Partner) Designation / Title Project Manager/National BPO Manager (Call Centre) Period of Employment August 2015 – August 2016 Reason for Leaving Retrenched Project Management Defined the scope of the project in collaboration with Senior Management for the Johannesburg and Cape Town Centre Roll Out Created a detailed project plan which identified and sequenced the activities needed to successfully complete the roll out Executed the project according to the project plan for Cape Town and Johannesburg (3 months) Achieved operational objectives by contributing information and recommendations to strategic plans and reviews; prepared and completed action plans; implemented production, productivity, quality, and customer-service standards; resolved problems; determined reporting improvements; implemented change Accomplished human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Designed and implemented Team Leader Training Program Designed and rolled out 5 Day Training Program with Training Manager and Directors Designed and implemented all operational reports to manage the business effectively Implemented timesheets to ensure payroll was being submitted correctly and accurately Client Relationship Primary Contact for relationship building with the client from an operational perspective Ensure all policies and procedures are deployed throughout the regional centre  Staff Managed a team of 50 Tutors, 4 Team Leaders, 1 Project Administrator and 1 Recruiter Managed leave, absenteeism and absconsions Trained staff on various soft and hard skills and procedures Mentored and Coached Recruitment Scheduled weekly process Reports and management Disciplinary processes and hearings Finance Weekly updates on profitability of the project to Directors and Client Sessions completed/deficit by region and impact of this Designed, rolled out and managed bonus and reward structure Monthly Payroll Monthly Invoicing Regional Centre Management Team Weekly call and updates on performance and challenges Performance stats Updatedmanagement on delivery of training programs Compliance of MPC/TG SLA Collaborated with EOH Legal and HR re staff contracts Operational issues Implemented, reviewed and improved all centres policies, procedures in accordance with EOH, MPC and TG service standards MCP Management Team Regularly engaged with Directors to ensure collaboration across respective centres and our client in order to drive the overall business goals and objectives Prepared management reports and submission Connectivity IT related issue management Connection and interaction with ISP Overall Managed direct relationship with the international client Regularly fedback on growth and challenges Name of Employer Self Employed Designation / Title Freelance Make Up Artist Period of Employment 2009 – 2015 Reason for Leaving Career Advancement Business Development/Sales Management Featured in the Woman & Home Magazine in October 2008 I specialized in conducting Glamour Workshops to corporate companies, private groups and/or individuals Communicated with clients to clarify visual requirements Managed and coordinated all marketing, advertising and promotional activities Communicated with clients to clarify requirements Ascertained the materials and the outcomes required, budget implications and identify areas where research was required Demonstrated and implemented practical and theoretical workshops Maintained awareness of health and safety issues and legislation while conducting workshops Maintained up-to-date knowledge of available make-up and beauty products Sourced, budgeted and ordered materials and equipment from specialist suppliers Worked quickly and accurately in time-pressured conditions Time management Sourced and secured new business Extensive marketing and sales Name of Employer The People Business Group (Pty) Ltd Designation / Title Head of Recruitment Period of Employment 2007 - 2008 Reason for Leaving Career Advancement New Business Development/Sales Management Ensured pipeline of potential revenue was always sufficient to meet divisional budgets and targets; Managed existing and potential Accounts to sell-in and promote the division and the Group; Developed all team members into revenue generators who were capable of meeting individual targets; Compiled, negotiated and managed Service Level Agreements with Clients with respect to the Integrated Recruitment Partnership Model and other competitive offerings; Business Management Strategically planned with regard to products and positioning to further the brand; Manpower Planning to achieve divisional objectives; Compiled and managed monthly, quarterly and annual budgets to achieve agreed divisional targets to ensure sustained growth and profitability (budget R3,400,000); Planned, organized and controlled of all operational aspects within the division to enhance, optimize and streamline performance and profitability; Attended required management meetings/sessions etc. and provide relevant input; Prepared report for bi-monthly Board Meeting; People Management Motivated subordinates toward ownership and attainment of the division’s objectives; Fostered a cohesive working environment as a platform for achievement – both individual and divisional achievement Developed human capital in the division by mentoring and nurturing talent, facilitated learning and promoted development to enhance the human capital of the division Managed and focused on performance and output of every function and individual in the division toward attaining divisional objectives Managed all aspects of subordinate’s employment in accordance with the policies and procedures of the Group Marketing and Sales Development Strategy Turned network contacts into potential revenue streams for all of TPBG’s divisions Looked for potential value add partnerships that could offer real value in the marketplace and that complimented TPBG’s current offering Stayed abreast of competition offerings, market developments and trends and re-aligned the Recruitment offering as was necessary Product development Used innovative and creative ways to enhance Recruitment Divisions go to market model Lead and set the trend to position The People Business as an innovative market leader within the recruitment industry sector Name of Employer Digital Talent (Pty) Ltd (subsidiary of Digital Solutions Group) Designation / Title General Manager Period of Employment 2007 Reason for Leaving Headhunted Start up (promoted from Call Centre Manager to General Manager to start a new recruitment, skills development and training company for the Digital Solutions Group) Recruited for the companies that fell under the Digital Solutions Group Holding Company Sourced new business with primary focus on the Call Centre and ICT Sector (cold calling and referrals from internal companies 17 positions filled in the first 6 weeks Name of Employer Digital Solutions Group Designation / Title Call Centre Manager/Project Consulting Period of Employment 2006 - 2007 Reason for Leaving Promoted to General Manager to start Digital Talent for the Group Daily and Strategic Alignment Was responsible for management of daily and strategic operations of the Virtual Call Centre and Staff Directed responsibility for the successful implementation of all Virtual Call Centre outsourced activities and programs Developed a working environment that focuses on the needs and skills of current call centre agents and their ability to effectively provide and deliver excellent customer service Standards Defined and managed Call Handling Standards, Data Input & Integrity Standards, Written Communication Standards, Product & Service Knowledge Standards and Campaign Management Standards Monitored the effectiveness of overall quality standards in call handling, customer communication, correspondence etc. and recommends changes in processes and quality standards if necessary Ensured the VCC consistently met or exceeded all established standards of quality and customer service Reporting Analyzed the call centre volumes and scheduled the appropriate number of call centre agents and re-routed incoming phone traffic dynamically. Escalated any potential exposure in meeting service levels Forecasted and coordinated staffing for peak demands; ensured the availability of staff to meet peak call volumes. Prepared and maintained staff schedules to meet projected call volumes Assisted Business Intelligence in defining call flows and Monitored the call flow and assigned phone coverage where necessary Was responsible for the daily monitoring of access points and reporting Ensured regular operational reporting as defined in Call Centre Management Reporting Process Implemented and monitored Customer Satisfaction and Customer Survey Programs and feedback to senior management on results and action plans Processes Developed, implemented and monitored productivity improvement programs and operating strategies in order to meet established quality, productivity and customer satisfaction requirements Maintained a working knowledge of emergency processes and Site Security processes; executed as necessary Was responsible for defining and re – inventing outsourced Call Centre processes with the objective of meeting or exceeding Client and Customer expectations New Campaigns/Projects Was responsible for definition of any new campaigns/new functions/projects run in the call centre by understanding objectives and success criteria; understanding resourcing and skill requirements; input and output requirements and timing Was responsible for implementation of any new campaign/new functions/new projects run in the call centre; definition of the resourcing, campaign requirements, process requirements, training procedures required, running of the campaign, campaign measurement and feedback to management Was responsible for assisting with consulting assignments based on the skills, experience and working knowledge when required Recruitment Was responsible for identifying recruitment needs within the call centre and then managed the process from start to finish internally as well as with recruitment companies Screening, selection, recruitment and new hire training to ensure continuity of performance standards of new staff Defined and managed Recruitment & Selection Standards, Competency Standards, Agent Performance Standards, Coaching Standards, and Training Delivery Standards Recommended ongoing changes in recruiting, training, coaching, evaluation, and monitoring processes Training Made recommendations to the Managing Director with the objective of developing on-going training programs to ensure the continued growth and development of staff Identified specific skill improvement training for individuals as well as group based training, based on analyses of staff skill levels and development needs Designed, developed and implemented skill improvement training for individuals as well as group based training Defined initial and ongoing education and training needs for agents, team leaders, managers and other call centre staff Set up current and new ongoing monitoring processes of education and training plans in the market place Set up current and new ongoing monitoring processes to identify new or changed training needs Defined and conveyed the most cost effective and efficient way to complete Call Centre training initiatives Motivation Managed the daily performance of call centre personnel; regularly prepared and conducted monthly performance evaluations for personnel assigned; ensured staffing levels were met and optimized Regularly monitored call centre morale - took action as required and made recommendations for improvements Assisted in the development and implementation of programs designed to foster and maintain optimum morale levels Coaching Defined, implemented and managed coaching tools and coaching processes Regularly reviewed key quality and Call Centre Agent productivity reports and recommended changes if required in order to meet established quality, productivity and customer satisfaction requirements Weekly Team Leadership meetings to drive change and learning with the Call Centre DUTIES (NAMIBIA – WINDHOEK - CONSULTING) Formed part of the project team that designed and built the New Mobile Network Operator 24/7 Call Centre in Namibia Responsibilities on the project were recruitment and training Designed the Job Spec and KPI’s for the Call Centre Agents, Team Leaders and Trainer for the Call Centre Designed the Job Spec and KPI’s for the Retail Store staff (Supervisors and Store Staff) Met with a recruitment company in Namibia who specialize in blue collar recruitment to assist with the process (extremely interesting as they had no knowledge of the Call Centre or Retail Industry) Managed the whole recruitment process from beginning to end Received a total of 820 CV’s, conducted 405 telephonic interviews Conducted 313 face to face interviews. Completed within 3 weeks. Organized the applicants 5 weeks extensive training with an external training company Regular assessments were conducted throughout the training. Managed the final selection process with the Customer Service Manager of Cell One in Namibia The Call Centre is now fully operational Name of Employer Freelance Make Up Artist Designation / Title Owner Period of Employment 2005 – 2006 Reason for Leaving Career Advancement Conducted Glamour Workshops to Corporate Companies as well as groups of individuals on the art of Make Up Application as well as Image Consulting Featured in the October 2008 issue of the Woman & Home Magazine Won numerous competitions in Gauteng Name of Employer Dimension Data (The Campus - Bryanston) Designation / Title Call Centre Manager Period of Employment 2003 - 2004 Reason for Leaving Career Advancement Chosen out of the 10 Call Centre Managers to attend the World Tech Summit in Bangalore India to do a presentation on the call centre operation in South Africa Managed a team of 85-120 Consultants and 7-10 Supervisors in a 1 000 seater inbound 24/7 call centre (nightshift) Achieved agreed set targets for client Conducted and represented Didata in weekly/daily conference calls with international client Leadership and coaching of team members Monthly team assessments Achieved agreed set goals Quarterly team performance reviews Ongoing training and development of team members Launched induction program for all new recruits Monitored attrition and absence levels Applied fair disciplinary measures Designed and implemented workable system of escalated call resolution to empower team members and monitor issues to resolution ratios Regularly liaised with the USA project manager on all key project issues Defined key productivity and quality levels for the project with overall client objectives Effectively managed project financials (expenditure versus budgets) Monitored and tracked all project hours to ensure accuracy of delivery in line with contract Continuous process improvement Escalated issues and opportunities to the USA operation on daily conference calls and when they were onsite in SA Monitored overall project performance against quality targets Timely provided project risks to maintain control Daily/weekly/monthly operations reports Name of Employer EDUCOR - NATIONAL PRIVATE COLLEGES (Lyceum & Success) Designation /Title Contact Centre Manager Period of Employment 07 September 2001 - 21 September 2003 Reason for Leaving Contract ended Managed a Contact Centre made up of two call centres, one sales and the other service, a correspondence and frontline department Ensured that business targets were met by empowering, motivating and developing a team of supervisors, consultants and administration staff Performance management and appraisals on a tri-quarterly basis Planned and managed the contact as a whole, supporting the achievement of overall business/operational objectives Achievement of Service Level within the contact centre as well as the business’ service level agreements Achievement of contact centre performance measures by the team e.g. quality, available time, number of calls handled, error rates, number of letters received and corresponded to and sales targets reached monthly Monitor team morale - measured through absenteeism, attrition and climate as well levels of performance improvement within the team Ensured the quality of the development of the contact centre, contact center vision, strategy and plans Ensured that key strategic goals of the contact centre are developed Formulated the contact centre budget as a whole Formulated, gained approval to and managed the budget for the contact centre Ensured budget was achieved and any variances were reported to and acted upon (two separate budgets for sales and services) Ensured high standards of product knowledge and adherence to protocols Was actively involved in ongoing development projects as well as implementing the projects into the business and contact centre Ensured changes (to products or processes etc.) were planned and implemented effectively within the contact centre Planned and prioritised resource deployment within the contact centre to maximise operational performance Involved in the project team for designing and setting up website Conducted formal coaching sessions with direct reports focusing on key areas for development Analysed the technology and made necessary changes to accommodate the business Regularly set up core numbers and targets Ensured availability and accuracy of data Improved resolution rate Ensured that the business (service level agreements) SLA's were being adhered to Monitored the level of service within the contact centre as well as the business Was responsible for overall operational efficiencies (i.e. attendance, lunch breaks etc.) and scheduling of staff for shift work when necessary Controlled penalties and incentives Was responsible for the performance of the contact centre with an emphasis on training and the development of staff to meet the business needs of Educor Distance Learning Group and its students Carried out disciplinary and grievance procedures in strict accordance with company procedures as and when required Assured and delivered effective communications Was responsible for General HR issues Was a member of the correspondence Committee, this committee was responsible for the quality and correct information that gets sent out from the college Participated with the Senior Management team on costs, courses and forward planning strategies in regular meetings Name of Employer First National Bank - Smartbox Designation / Title Call Centre Manager Process Coordinator Period of Employment 1999 – 2001 Reason for Leaving Contract Compiled a business plan for the business to set up a call centre within the division Set up the call centre from start to finish (process, technology and people) Implemented processes and procedures Designed and implemented a new call logging system for the SmartBOX call centre Ensured the delivery of high quality service to all multimedia customers Ensured that business targets were met by empowering, motivating and developing a team of agents Involved in the planning and management of the call centre as a whole, supporting the achievement of overall business/operational objectives Achieved service level with the call centre as well as the business service level agreements Achieved call centre performance measured by the team e.g. call quality, available time, number of calls handled, error rates etc Monitored team morale - measured through absenteeism, attrition and climate as well levels of performance improvement within the team Ensured the quality of the development of the call centre, call center vision, strategy and plans and ensuring that key strategic goals for the call centre were developed Contributed to the formulation of the call centre budget as a whole Formulate, gain approval to and manage budget for the call centre Ensured high standards of product knowledge and adherence to protocols Involved in ongoing development projects as well as implementing the projects into the business (This would include creating presentations for the projects) Ensured changes (to products or processes etc.) are planned and implemented effectively within the call centre Planned and prioritized resource deployment within the call centre to maximize operational performance Conducted formal coaching sessions with direct reports focusing on key areas development Regular set up core numbers and targets Ensured availability and accuracy of data Improved resolution rate Managed the availability of the standby agents and scheduling of staff for standby shift work Ensured the business (service level agreements) SLA's are being adhered to Monitored the level of service within the call centre as well as the business Responsible for overall operational efficiencies (i.e. attendance, lunch breaks etc.) and scheduling of staff for shift work when necessary Controlled of penalties and incentives Responsible for the performance of the call centre with an emphasis on training and the development of staff within the call centre to meet the business needs of SmartBOX and its customers Carried out disciplinary and grievance procedures in strict accordance with company procedures as required Assured and deliver effective communications General HR issues Participated with the SmartBOX team on costs, revenues, products and forward planning strategies Organized all social and work functions for the business, this would include the team builds, incentives, birthday functions and farewells (this would include designing invitations, organizing venues and catering Process Co-coordinator (June 1999 - December 1999) Managed the relationship between SmartBOX and the call centre which was outsourced at the time Re-enforced vision in everyday interaction with the outsourced call centre Set and agreed procedures for the business on a constant basis Managed and escalated the second line queries from the call centre to the business as well as the third party companies Developed a business case for a new call centre for the business (this was approved and proceeded to put together a call centre within our business from scratch) Recruited new call centre agents for the new call centre and ensured that all agreed policies were carried out and that agents of the required calibre were hired Documented the call centre procedures as there were no procedures in place Resolved queries that were escalated by the call centre agents to the business unit. Managed the whole Management Information System process. Monitored the level of service as per the SLA's Ensured that all SLA's were documented and being adhered to within the business as well as the four third party companies Managed the whole process from receiving an installation, de-installation, swap out or demonstration to the final day of implementation - two third party company involvement Participated with the team on costs, revenues, products, team building and forward planning strategy Implemented and coordinated the business processes between the call centre and the business Name of Employer Various Temp Assignments Designation / Title PA/Secretary/Typist Period of Employment 1993 – 1999 Reason for Leaving Temp Positions References available upon request