Ilyaas Davids
@ilyaasdavids
I train customer service teams, strengthen performance, and prepare new employees for success in BPO environments.
South AfricaWhat I'm looking for
I'm currently a Business Trainer at Telus Digital, where I onboard new employees, create training outlines and materials, and provide floor support to help team agents meet daily targets.
I monitor team performance through KPIs, QC scores, and PIPs, hold performance discussions, implement development plans, and schedule coaching for trainees. I also work closely with managers to identify training needs and resolve customer complaints and escalation queries.
Before Telus Digital, I spent over three years as a Business Trainer at Webhelp, delivering onboarding, evaluations, coaching, training sessions, and administrative support.
My earlier customer-facing experience includes sales, inbound and outbound calls, email query management, delivery tracking, merchandising, cash handling, data capturing, and customer support across BPO October, Builders, Woolworths, and Markhams.
Experience
Work history, roles, and key accomplishments
Delivers onboarding training to new employees, prepares training outlines, and supports team agents to meet daily targets. Monitors performance using KPIs and QC scores, conducts performance discussions, and resolves customer complaints.
Ensuring new employees receive on boarding training to prepare them for their new role
Preparing training outlines
Prepare evaluation and materials to deliver to trainees
Scheduling coaching for trainees
Working closely with managers to determine training needs and scheduling training sessions
Floor support, general administration tasks
Customer service advisor
builders warehouse
Dec 2018 - Apr 2019 (4 months)
Inbound call centre
Managing email queries for customers
Providing and support customers over the phone Ordering and placing of items
Tracking deliveries
Visual Merchandiser
Woolworths
Sep 2017 - Dec 2017 (3 months)
Cash Handling - Process customer transactions accurately and efficiently
Stock Merchandising - Organize and maintain product displays and inventory
Data Capturing - Input and manage customer and transaction information
Customer Service - Assist customers with product inquiries and various needs
Sales Assistant
Marhams
Dec 2016 - Jan 2017 (1 month)
Financial Operations: Handle cashier duties, invoicing, and payment processing
Data Management: Capture and maintain customer and sales data
Store Operations: Merchandise products and maintain store presentation
Customer Service: Process transactions and assist customers with purchases
Education
Degrees, certifications, and relevant coursework
False Bay College
Certificate, Welding and Fabrication
2019 - 2019
Completed a course in Welding and Fabrication at False Bay College from April to July 2019.
Kensington High School
Matric - Grade 12
2013 - 2017
Grade: 12
Activities and societies: Rugby Athletics
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
Skills
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