| Maurice L 
"Call Centre behavioural Training expert"
A background-checked Trainer.
Travels from Johannesburg, Gauteng, South Africa
Chat with us about Maurice L. |
Maurice 's Expert Profile
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Maurice L. - Call Centre behavioural Training expert
This facilitator is a director of a recognised training and development company. He has over 16 years of experience in human behaviour and service, as well call centre consulting / training. He has delivered the following call centre programmes:
1. Service Excellence
2. Selling skills [in and outbound]
3. Assertive skills and stress management
4. Conflict resolution for a call agent
5. Voice training [rejection vs. projection]
6. Team Effectiveness [working as a team player]
7. Management skills specific to a call centre: Coaching skills; Performance Management; Resource Management; Building a cohesive team as a manager
This Facilitator has assisted call centre with their people infrastructure set-up.
He is skilled at adapting any training interevntion to suit the needs of the group and the business.
He is a much sought after facilitator, having delivered training to a varied group of learners and companies, from executives to clerical levels. Feedback from his programmes has been exceptional.
He is the primary facilitator for high-level interventions and has over 16 years experience in facilitation, design and development, competency assessments, personal coaching and leadership development programmes. He is a registered facilitator with the South African National Qualifications Framework - Services Seta.
He currently consults and facilitates for a number of Blue Chip and Multi National Organisations within South Africa. He also develops all of his own material and tailors his approach for every business requirement. Feedback from his programmes has been phenomenal.
He has been actively involved in the Call Centre arena for many years, having trained companies in service, in and out bound calls, sales, management and assisted them in designing the core management processes.
He is due to publish his book on the art of facilitation, and is highly qualified in experiential learning. He has been responsible for training up other facilitators and trainers within corporate companies.
This expert is extremely experienced in other fields of training [should sepcific detail be required, this can be forwarded on request]. Some examples are:
* Facilitation skills
* Personal Growth
* all the call centre programes - but adapted to a non-call centre environment.
* whatever the client's request, he and his team will design a programme to suit the request.
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His Competency Portfolio
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| Call Centre Related - over 9 years |
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| All behavioural aspects of a call centre environment, from service, sales, outbound / inbound, management of a call centre to handling queries. Any interpersonal skill required to be competent and efficient in this environment - assertiveness, conflict resolution, stress management, voice projection, etc. Please refer to the list detailed in reference / profile. |
| Coaching - over 11 years |
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the core skills associated with coaching for increased performance. Having developed over 400 managers to coach their staff, to coaching managers on a personal level in life skills and business acumen.
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| Communication - over 16 years |
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| All aspects associated with communication: the voice, effective communication skills; feedback; problem solving; communication over the phone; non-verbal components; handling difficult situations; image; ensuring clarity when communicating; |
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| Details about this expert: |
| Name & ID |
Maurice L. | ID: 452 |
| Listed in Category |
Trainers |
| Travels from |
Johannesburg, Gauteng, South Africa |
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| Citizen of |
South Africa and United Kingdom |
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| Age Group |
36 to 40 |
| Gender |
Male |
| Availability |
Globally |
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| Good to know |
| Languages (fluent) |
English
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| Worked in Countries |
South Africa |
| Professional Memberships |
Board of Social Workers
Services Seta [South African National Qualifications Framework] |
| Strengths |
Creativity; Ethical; Energetic; Dynamic; Quick Thinker. |
| Hobbies |
Reading; Hiking; Horse riding |
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| About this profile |
| PopIndex * |
1 - [ OK ] |
| Profile Views |
1870 |
| Profile Created |
02/09/2004 |
| Profile Updated |
05/09/2004 |
* (PopIndex: less than 2 is OK | 2 to 3 is Great | more than 3 is Excellent).
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Changes made to this profile are monitored and validated.
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