Brindley van Haght
Nelson,NSN
Summary
To secure a position where i can utilize my People management, Stakeholder relationship skills, Human Resource knowledge, Marketing and Business Management qualifications and experience within an organization where I can not only add value to the brand, but to the Kiwi community too.
Overview
16
16
years of professional experience
Work History
Branch Manager
Advanced Personnel
04.2022 - Current
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Consulted customers to boost product sales and services.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Implemented service improvements to enhance sales cycle.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
Recruitment Consultant
Advanced Personnel
07.2020 - 03.2022
- Develop and grow the recruitment division within the Auckland area
- Establish and build relationships with new and existing clients
- Ensure client SLA and internal targets are managed and achieved
- Ensuring that best practices are adhered too in terms of recruitment
- Ensuring client and candidate compliance.
Operations Manager - Contact Centre
Retail Capital / Woodstock
08.2018 - 12.2019
- Overseeing the general day to day operations within the department - 40 staff
- Managing of stakeholder expectation - internal and external
- Internal recruitment of perm and temporary staff
- Managing Human Resource practises
- Developing, mentoring and coaching of Team Leaders and staff
- Ensuring Health and Safety adhered too
- Review of cold calling sales campaigns to clients
- Daily, monthly reporting and planned sales calls to various stakeholders
- Ensuring that Compliance, Data Integrity and quality of work delivered by staff are achieved
- Review of current processes along with implementation of new processes to increase efficiency.
Contact Centre Customer Service Department Manager
FinChoice / HomeChoice Group
01.2017 - 07.2018
- Overseeing daily contact centre operations with meticulous attention to detail including maintaining service level agreements & money lending targets are met - 75 staff
- Building of strong working relationships and effective communication channels with key stakeholders, resolving complaints and enquiries within SLA
- Review of cold calling sales campaigns to external clients
- Reporting to stakeholders and department manager
- Managing of own internal recruitment, ensuring Human Resource best practices implemented along with Performance Management
- Supervising, coaching, training, motivating and mentoring personnel along with continuous feedback
- Ensuring Health and safety rules adhered too
- Establishing, implementing and overseeing effective strategies, plans, processes and controls
- Payroll processing of staff
- Mapping and continuously reviewing call centre and operational processes to identify untapped efficiencies and synergies with extensive quality control
- Database management, analysing performance data and maintaining accurate records.
Senior Project Coordinator
Production Management Institution
11.2015 - 12.2016
- Overseeing various Learnerships and Work Readiness programs (Disabled and able learners)
- Representing the organization at client meetings, doing marketing presentations and workshops to help grow the business
- Working alongside business development consultant to assist in identifying new business opportunities
- Ensuring customer satisfaction and development of strong, working client relationships
- Project scoping, management and invoice processing
- Planning and directing operations in accordance with project plans
- Supervising, coaching, mentoring of learners along with helping them complete their portfolios
- Invigilating bridging and higher education examinations on- and off-site.
Contact Centre Customer Service Department Manager
Jabba Connect
04.2013 - 10.2015
- Ensuring overall Inbound operations & Service Levels are being met along with query TAT - 20 staff
- Internal and external stakeholder communication, relationship building, reporting and expectation management
- Internal recruitment and fair implementation of Human Resource best practices
- Scheduling, Coaching, mentoring & management of Team Leader & staff
- Continuous review of operations processes to ensure optimum efficiency
- Health and safety adherence
- Compliance and quality of service delivery in line with legislation.
Account Manager - Recruitment
Quest / Old Mutual
09.2007 - 03.2013
- Maintaining relationships and growth of client base
- Recruitment – temporary and permanent staff (continuous recruitment campaigns)
- Cold call marketing campaigns to contact new customers
- Actively market and advertise the services and products to clients
- Ensuring best Human Resource practises were implemented
- Ensuring Service delivery to internal and external stakeholders
- Performance Management, Supervising, coaching, training, motivating and mentoring personnel
- Processing of staff weekly & monthly payroll within agreed cut off time.
Education
Certificate - Labour Relations
Global Business Solutions
Cape TownCertificate - Arbitration
Global Business Solutions
Cape TownCertificate I - Facilitation - Level 5
Next Generation Skills
Cape TownDiploma - Marketing
Varsity College
Cape Town12.2002
Diploma - Business Management And Marketing
IMM
Cape Town12.2002
Skills
- Microsoft Office Suite - Excel, Word, PowerPoint, Outlook
- CRM Systems - Vision - Affinity - Tilos - Sales Force - Reward Dialler Systems - Vici Dial - 3CX - Queue-metrics - Bria
- Relationship Building and Management
- Customer Service
- Process Improvement
- Relationship Building
- Branch Operations Management
- Coaching and Mentoring
- Risk Mitigation
- Human Resources Knowledge
- Interviewing and Hiring
- Customer Relationships
Qualifications And Certificates
- Diploma - Marketing (Level 6)
- Diploma - Business Management and Marketing (Level 5)
- Labour Recruitment Service (Level 4 – incomplete)
- Certificates: - Labour Relations - Arbitration - Windows Millennium - Facilitation (Level V) - Next Generation Skills Fire Fighting (Level I) Full Driver Licence (New Zealand) Security – COA (27361 / 23760 / 27364)
Demonstrated Abilities
- Good written and verbal communicator with superior interpersonal, negotiation and liaison skills
- Knowledge of HR procedures including performance management and recruitment
- The ability to build and grow relationships with both internal and external stakeholders/clients
- Able to relate to a wide range of people from various cultural, professional and technical sectors
- Skilled and experienced management professional with a solid background in call centre and face to face environments within the financial sector or industry – Personal and Business Money Lending
- Strong business acumen with an excellent understanding of effective systems and processes
- Solid analytical aptitude with advanced organisational, problem-solving and time-management skills
- Safety conscious with strict adherence to health and safety regulations and guidelines
- Able to work well under pressure and meet strict deadlines in a fast-paced environment
- Displaying a high level of professionalism and confidentiality, with meticulous attention to detail
Specialist Skills
- Operational Management and strategic planning
- Account / Relationship management
- Human resources & recruitment
- Team building and leadership
- Stakeholder maintenance, growth and management
- Customer service and administration
- Effective communication
- Training and development
- Health and safety requirements
Awards
Retail Capital - Rising Star Award 2019 Quest - Top Account Manager 2007
References
- Thea Olivier, +27 82 822 1548, thea@retailcapital.co.za, Chief Operations Officer - Retail Capital
- Marc Touche, +27 83 440 1478, mtouche@finchoice.com, Head of Operations and Insurance – FinChoice
- Tessa Beeby, +27 83 451 2857, tessab@pmi-sa.co.za, Divisional Manager - PMI
Timeline
Branch Manager
Advanced Personnel
04.2022 - Current
Recruitment Consultant
Advanced Personnel
07.2020 - 03.2022
Operations Manager - Contact Centre
Retail Capital / Woodstock
08.2018 - 12.2019
Contact Centre Customer Service Department Manager
FinChoice / HomeChoice Group
01.2017 - 07.2018
Senior Project Coordinator
Production Management Institution
11.2015 - 12.2016
Contact Centre Customer Service Department Manager
Jabba Connect
04.2013 - 10.2015
Account Manager - Recruitment
Quest / Old Mutual
09.2007 - 03.2013
Certificate - Labour Relations
Global Business Solutions
Certificate - Arbitration
Global Business Solutions
Certificate I - Facilitation - Level 5
Next Generation Skills
Diploma - Marketing
Varsity College
Diploma - Business Management And Marketing
IMM
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