Melanie Chickwory
@melaniechickwory
I am a BPO training and development leader driving performance, engagement, and staff retention.
South AfricaWhat I'm looking for
I have 20 years of experience in the BPO industry, progressing from outbound cold-calling sales representative to performance sales coach and Coaching & Development Manager. I specialize in coaching, training, and placing competent new employees into the BPO workspace.
I have streamlined onboarding processes to reduce new-hire ramp-up time and increase retention, created training manuals and e-learning modules, and delivered programs that improved first-call resolution and key performance indicators. I lead coaching initiatives, performance management, and employee engagement programs that boost morale and internal promotions.
Since July 2023 I ventured into self-employment to start a 10-seat BPO, running UK lead-generation and sales campaigns and navigating client-payment and staff-churn challenges. I am committed to operational excellence and am seeking stable, financially sustainable leadership opportunities where I can scale learning and development impact.
Experience
Work history, roles, and key accomplishments
Entrepreneur
Self Employed
Jul 2023 - Present (2 years 1 month)
Founded and operated a 10-seat startup BPO since July 2023, managing UK lead-generation and sales campaigns while addressing client payment and staff churn challenges to stabilize operations.
Education
Degrees, certifications, and relevant coursework
Occupationally Directed Education, Training and Development Practitioner (ODETDP)
Diploma / Degree (in progress), Education and Training
Working towards an ODETDP diploma and degree to qualify as an Education, Training and Development Practitioner.
National Senior Certificate (Matric)
National Senior Certificate, General Education
Completed National Senior Certificate with exemption pass.
DADamelin
Certificate, Debt Counseling
Completed a Debt Counseling certificate at Damelin in 2011.
SSServices SETA
Unit Standard Certificate, Contact Center Operations
Completed Unit Standard 71489 in Contact Center Operations (NQF level 4, 132 credits) through Services SETA.
SSServices SETA
Unit Standard Certificate, Business Administration
Completed Unit Standard 23833 in Business Administration (NQF level 2, 130 credits) through Services SETA.
SSServices SETA
Unit Standard Certificate, Facilitation
Completed Facilitator Skills Unit Standard 117871 (NQF level 5, 10 credits) through Services SETA.
Services SETA
Unit Standard Certificate, Assessment
Completed Unit Standard 115753 for conducting outcomes-based assessment (NQF level 5, 15 credits) via Services SETA.
Services SETA
Unit Standard Certificate, Moderation
Completed outcomes-based moderation Unit Standard 115759 (and related unit 114924) through Services SETA.
SSServices SETA
Unit Standard Certificate, Skills Development
Completed multiple Skills Development Facilitator unit standards (e.g., 15218, 15217, 15232, 15227, 15228) through Services SETA.
SSServices SETA
Unit Standard Certificate, Learning Programme Design
Completed Design & Develop Learning Programmes unit standards (123401, 123394) through Services SETA.
Academy of York
Certificate, Life Coaching
Completed a Life Coaching course at Academy of York in 2022.
Academy of York
Certificate, Employee Wellness
Completed an Employee Wellness course at Academy of York in 2022; statement of results pending.
Availability
Location
South AfricaAuthorized to work in
Job categories
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