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/ Lou Z.
Do you need help with interview skills or updating or creating a CV? Do you need coaching and support to help to improve your interview technique?
Not sure what career is right for you? Just not getting that job?
I have over 20 years experience in supporting and developing people to achieve their dreams. I am a qualified Trainer and specialise in CV and Cover letter writing, Interview preparation techniques and confidence and personal skills development.
I have coached hundreds of people and helped them gain employment.
It doesn't matter what age or level you are at, I can help you.
Get in touch.
Personal Statement
I am a proactive, service driven and people focused individual who effectively identifies the needs of the business and its users and collaborates to problem solve and deliver service objectives. I am a capable, confident and productive team member who has practiced people, project and operations skills within social work, charity and business context. I facilitate a person centred and efficiently delivered customer experience and am trusted to lead by example in guiding others to deliver full potential.
Work Experience
Customer Care Manager March 2019-May 2022
SuperControl
I restructured the Client Care team into 3 specialised service platforms to improve the customer experience, optimise their product use and reduce churn; and then established a programme to assess and respond to client NPS data and feedback with cross team improvement initiatives.
I developed a forecasting framework to guide recruitment, induction, training, and deployment of staff. I established a quality assurance framework to align behaviour with strategic objectives, address service inefficiency, facilitate collaborative problem solving, and ensure opportunities for ongoing improvement and learning. I created a professional, engaging, and productive team environment and championed goal setting, honest appraisals and ongoing coaching to encourage and align company priority, individual strengths, and personal aspiration.
Business Development Consultant July 2018- February 2019
Zenith UK
I managed my diary and resources to set and exceed targets. I established my own learning objectives to ensure my effectiveness in matching the appropriate solutions to client needs; and ensured the full service was efficiently provided by liaising between the different departments and dealing with any service failures. Clients trusted me, chose to place orders with me, and provided exceptional service satisfaction feedback.
Operations Manager February 2017 to June 2018
Ashbridge Domestic Appliances
I managed a team of engineers through a client service hub and ensured they were effectively organised, prepared, and equipped to carry out their daily duties. I established monthly performance targets, operational priorities and the structures required for their delivery; and introduced a quality assurance process to focus on actual performance and opportunities for improvement. I improved work conditions by introducing regular staff appraisals, individual development plans and staff training; and by energising our health and safety protocol.
Manager 1995-2016
Realty 1
I managed a multi-branch real estate company to deliver a full range of commercial, rental and sales solutions through a team of support staff, agents, and service providers. I established a robust governance framework ensuring targets were exceeded and quality championed through ongoing process improvements and training. I initiated industry and community events to build brand awareness & trust and secured a consistent flow of business leads through networking, advertising, and social media marketing. 45% of our trade was referral or repeat business.
I specialised in shopping centre management and collaborated with owner and tenants to ensure a well branded, serviced and tenanted centre which exceeded the various stakeholders expectations. I negotiated & concluded specialised property sales and commercial rental agreements.
Industrial Social Worker 1990-1994
Iscor
I introduced the regular assessment and review of social functioning in the 6500-work force as a preventive strategy to identify and predict vulnerable segments in the workforce; and to support positive work performance, work attendance, work relations, and workplace safety. I developed and delivered segmented programs as a core competent of the EAP to top performers, vulnerable staff, and the general work force to increase awareness of their social functioning with specific actions to optimise individual & team functioning. I supported line managers by delivering 1to1 counselling and group sessions to vulnerable employees who were experiencing dysfunctional behaviour, excessive stress, addictions, family discord, or post traumatic stress.
Social Worker 1988-1989
Department of Health & Welfare
I delivered statutory support services to the elderly, the substance abuser and the criminal offender; and established family, group, and community preventive programmes to support vulnerable communities. I performed probation and after-care services to juvenile & adult clients through person-centred counselling; and acted to protect, through the court where necessary, abused and neglected children.
Education and Training
BA Social Work Degree (Honours)
Nelson Mandela University, SA
Life & Leadership Skills
Short Walk Seminars
Real Estate Management NQF4
Services SETA
Skills & Career Milestones
Social Worker
Probation services, addictions, child protection, fostering, crisis counselling, interviewing, problem solving, people centred.
Industrial Social Worker
Establish social functioning as the prime human risk indicator for work performance, work attendance, work relations, workplace safety
Assistant Director and President Business Network International (BNI)
Governance, networking, business generation, business development, leadership development.
Co-founder and Director - Mpumalanga Leadership Foundation
Collaboration, think tanks & dialogue, coaching, people potential development, change advocacy, community development.
Management
Data analysis, strategy, finance & budgets, marketing, lead generation, sales, training, quality assurance, client success, project management, collaboration, critical thinking.
Hobbies & interests
Mountain biking, nature, people, charity and business.
