Christopher
Mid-Level Learning & Development Specialist
Open to offersNew to PlatformAbout
Christopher T. is an experienced Learning & Development Specialist and CX Enablement Lead based in Gauteng, with a 16-year background spanning the banking, customer experience, and contact centre sectors. He has held roles at Digital Solutions Group (DSG), Dis-Chem, and Standard Bank, offering in-depth expertise in training program design, leadership coaching, and customer experience enablement. Christopher has led multi-channel support teams, designed scalable learning interventions supporting DSG’s Elastic Workforce Model, and conducted performance analytics for contact centre operations. His responsibilities have included facilitating onboarding and client-specific training for CX and sales agents, managing Web Africa billing support teams, and delivering continuous coaching for improved customer satisfaction. His hands-on use of Learning Management Systems and data analysis tools is complemented by Lean Six Sigma certification and qualified assessor status.
Experience
Trainer
Digital Solutions Group (DSG) · 2025 — PresentCreate and implement onboarding, client-specific, and ongoing training programs for CX and sales agents. Develop and uphold SOPs, training guides, and playbooks in line with client and operational standards. Partner with Quality, Workforce, and Operations teams to pinpoint skill gaps and enhance performance metrics. Conduct on-the-floor coaching and nesting to facilitate a smooth transition into live operations. Integrate DSG’s Elastic Workforce Model principles to encourage scalability and agility within teams.Team Leader
Digital Solutions Group (DSG) · 2021 — 2025Oversee and guide agents working in Web Africa’s billing and support teams across various communication channels. Provide training, refreshers, and coaching sessions aimed at improving agent capability and customer satisfaction. Aid in performance monitoring, quality assurance, and scheduling during billing periods. Foster a high-performance culture through emotional intelligence and ongoing mentorship.Data Analyst
Dis-Chem Head Office · 2020 — 2021Generate performance reports and analytics for the contact centre adherence division. Carry out customer experience evaluations as part of the Mystery Shopper initiative. Oversee data entry and maintenance for the Patient Repeat Program.Universal Banker
Standard Bank · 2016 — 2020Manage client portfolios and sales targets while ensuring adherence to the Code of Banking Practice (COBP). Execute customer needs analysis and deliver customized financial product solutions. Assist in learner assessments through the internal Learning Management System.Team Leader
Standard Bank Service Centre · 2015 — 2016Direct service centre operations, maintaining consistent NPS scores above 90%. Administer staffing through the Branch Scheduling Tool (BST) to ensure optimal resource allocation. Address customer complaints and engage in performance discussions with staff. Supervise onboarding and continuous development of team members.Facilitator / Trainer
Standard Bank · 2009 — 2014Develop and deliver training programs for branch staff focused on product knowledge, customer service, and soft skills. Initiate the Bureau de Change (BDC) Consultant curriculum for the Gauteng region. Perform branch audits, upskill staff, and facilitate a variety of L&D interventions. Create curriculum material and monthly incentive assessments geared towards staff development.
Skills & Expertise
Education
- Matriculation Exemption (Grade 12)Chris J Botha Secondary School · — — 1998
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