FILAMENA PRICE
Lusaka,LSK
Summary
PERSONAL STATEMENT Experienced Human Resources and Learning & Development Manager with a demonstrated history of working in the Business Development, Administration and Services industries. Skilled in Human Resources, Training, Talent Acquisition, employee development and Management, Hospitality Management, Customer Service, Sales and Business Development.
Overview
18
18
years of professional experience
Work History
Learning & Development Manager
Retail Food Company
06.2022 - Current
- Set up learning management systems to ensure that effective employee training and career development is taking place.
- Created systems to assist Store managers to drive Customer Service standards
- Strategizing and coordination of all Learning and Development functions for four international brands and two local brands. This includes 35 stores.
- Creation of soft skill training programs for various different areas and roles within the different brands
- Coordinating outsourced trainers for statutory certification
- Set up all administrative tools for the department for tracking and assessing training and development
- Induction training for all new employees
- Part of the HR team function to provide appraisal systems, recruitment systems, HR training for Management and various other HR initiatives
- Successfully created training manuals and roll out a for as well as facilitation, for a new Fine Dining restaurant that is opening under the company umbrella
Group Human Resources Manager
Kugula Fresh and Frozen Ltd
02.2021 - 12.2021
- Set up all the HR processes including recruitment, training, company policies, Code of Conduct and SOP roll out for all departments
- Dealing with the day to day functions of Human Resource Management for 2 companies with a total staff count of 100 employees
- Recruitment
- Training of employees including management training
- Payroll
- Overseeing two companies with 6 branches throughout Zambia
- Dealing with immigration processes for expats
- Coaching the management team on a one on one basis
Training and Talent Development Founder / Consultant
The Knowledge Network
02.2018 - 05.2022
- The Knowledge Network specialises in assessing, developing and executing powerful training that increases productivity, improves performance and inspires continuous focus on excellence through a wide range of learning solutions
- Assisting our clients to identify people and process challenges that may be preventing their organizations from achieving optimal results
- The Knowledge Network works with companies in various sectors including retail, agriculture, production, hospitality, travel, pharmaceutical, recruitment and banking
- Services offered
- Customised Programs
- Performance Management
- Coaching
- Organisational and Talent Development
- Facilitation
- NBI Profiling
- Worked as part of opening team under Berkeley Properties Limited, creating Job Descriptions, SOP’s, training plans, Human Resources and Learning and Development department for a new project under Berkeley Properties Limited
- Head of the recruitment process for approximately 120 positions, including setting up salary bands and grades and working closely with partners to ensure all legal documents for employees are correct.
Skills Development Trainer
Travel Management, Voyagers Zambia Ltd
03.2017 - 11.2017
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Monitored participant workflow and behaviors throughout training process.
Business Development Manager - Voyagers Zambia Ltd
Travel Management
03.2017 - 11.2017
- New role in the company within the Commercial Team, created to service our current clients as well as source new clients
- Developed and maintained business in the Northern Region of Zambia, including 7 cities/towns and 193 existing clients
- Introduced value add systems for the existing clients such as sending them quarterly reports with breakdowns on all their travel details, to assist in cost saving for the client
- Implemented and conducted training for Team Leaders and Consultants to increase service standards and ensure that it is in conjunction with what was being sold to our clients, both new and existing.
Front Office & Reservations Manager
Lilayi Boutique Lodge
03.2015 - 10.2016
- Managed Reservations, Housekeeping and Front Office departments
- Worked together with the management team in the compilation and training of SOP’s
- Provided Customer Service training for Front of House team
- Coordinated all events, including weddings, conferences and meetings
- Increased room occupancy as well as corporate events due to continuous monitoring of requests, quotations sent out and consistent training of Front Office staff
- Reconciled end-of-day reports to determine accurate billing and payment processing
- Developed procedures to establish accurate and organized check-in and check-out processes
Recruitment Manager
The Dotted Line, Human Resources Consulting
01.2013 - 02.2015
- Head of the recruitment division
- Business Development Management
- Account Management for current clients
- Successfully head-hunted for suitable candidates from various sources
- Pre-screening candidates, for job specific roles
- Managing CV
Recruitment Specialist
Precision Recruitment International
03.2012 - 12.2012
- Setting up of the Zambian office
- Business development for Zambia
- Building Talent Bank by head hunting and advertising
- Working with the Marketing Manager to develop marketing strategies
- Interviewing candidates
- Sourcing new products such as psychometric profiling.
Sales Manager
The Jewel of Africa
01.2011 - 06.2011
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Taught consultative selling techniques to new and existing staff members to build expertise.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Created sales through active product marketing
Administration Manager
Natural Valley Limited
01.2010 - 12.2010
- Head of Training, Human Resources and Quality Departments
- Setting up and running the Administration Department
- Implementing and formatting all Human Resources procedures and policies in accordance to the Zambian Employment Act
- Designing and implementing Standard Operating Procedures for the department and assisting with other departments set up
- Setting up training programs specific for the industry as well as liaising with outside trainers to train staff on topics such as hygiene and Food Safety
- Part of the Quality team ensuring that all procedures and processes are followed in production and on property
- Heading the brand development for the fleet of cars and trucks
Learning & Development Manager
The Address Hotels + Resorts
07.2008 - 09.2009
- Part of the pre-opening team to set up the Human Resources department and Head of the Learning & Development Department
- Designed training programs to be implemented on property
- Designed and implemented standard operating procedures in the Learning & Development function
- Welcomed all new employees (over 42 different nationalities) on board and given an initial orientation
- Facilitation of all training programs
- Overseeing development of employees within their disciplines and for their personal growth
- Working with and training a multi-cultural team
- In charge of and mentoring college and university internships
- Planning the schedules and evaluating their performance
- Conducting training needs analysis based on quality and service surveys and input from managers and employees
- Implementing training plans (quarterly and annually)
- Coordination of Learning and Development Department ie planning the learning calendar and scheduling associates for training
- All administration work for Learning and Development Department including monthly reports, associate attendance, presentations, and budget
- Coaching leaders / supervisors in the development of their teams
- Coaching associates in cross learning in departments of their interest, including monitoring their progress, and future career development based on the training
- Running Train the Trainer programs and certifying new Learning Coaches and mentoring them.
Area Training Coordinator
The Ritz, Carlton
12.2007 - 06.2008
- Responsible for training and development at two properties (Ritz Carlton-Doha and Sharq Village & Spa)
- Coordinated and communicated the monthly Learning Plan
- Facilitated all programs at two properties as per Corporate standards and requirements
- Overseeing college and university internship
- Selected top candidates, developed individual training plans and overseeing all processes of their internship
- Conducted Learning Needs Assessment within the hotels
- In charge of Learning board and any publications from the Learning Department
- Assisted in selection and development of Learning Coaches
- Implemented and monitored Operational Certification with Learning Coaches
- Coordinated and assisted leaders in conducting trainings that are exclusive to their discipline
- Designed and maintained detailed training records and reports for management review
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Built constructive trainer and vendor relationships for successful program delivery
Employment Specialist
The Ritz, Carlton
12.2006 - 12.2007
- Monitored and scheduled all QSP’s (Quality Selection Process) conducted in both English and second languages
- Ensuring that applications, screening, interviewing and selection process for all candidates is done in accordance with Hotel policies and procedures
- Making all contracts for new staff
- Coordinating visas, flights and arrivals of new staff
- Meeting and discussing staffing needs with Department Heads
- Sourcing of reputable recruitment agencies
- Responsible for all internal and external Transfers
- Responsible for all new hires until they arrive in Doha and receive Residence visa
- In charge of 17 interview analysts, scheduling them for interviews, trainings and recertification
- Conducting Career Fairs to attract the local market
- Additional Information - Quality Selection Process Interview Certified – Line Staff
Catering and Conference Administration Assistant
The Ritz, Carlton
01.2006 - 12.2006
- Providing secretarial and administrative support for the Catering and Conference Department, including dictation, typing, computer input, filing, tracing, answering telephones, printing reports and department records and logs
- Assisting in the coordination of events
- In charge of all internal Hotel events
Education
NBI Practitioner Certification -
Kobus Neethling & Solutions
South Africa2021
CIPD Level 5 Diploma in Learning And Development -
Chartered Institute of Personnel Development
United Kingdom2020
Masters Degree - Early Childhood Education
Open University
South AfricaSkills
- Process Improvement
- Goals and Performance
- Market and Competitive Analysis
- Verbal and Written Communication
- Account Management
- Training and Development
- Coaching and Mentoring
- Team Recruiting and Onboarding
- Standard Operating Procedures Understanding
- Performance Improvement
- Program Development and Management
- Performance Measurement
- Improving Organizational Standards
- Training Needs Analysis
- Employee Feedback and Recognition
Additional Information
- Development and facilitation of training programs for clients, specific to their training needs.
- Successfully founded and run a training and development company for four years. In those four years I developed a client base in various different industries such as Retail, Hospitality, Travel, Recruitment, Agriculture, Banking, Law and Administration
- Developed training programs for Voyagers Zambia Ltd Increased revenue for Lilayi Lodge as part of the Front Office and Reservations team by implementing CRM processes.
- Developed processes for recruitment for The Dotted Line that helped providing better service and candidates to our clients.
- Set up the Zambian office for Precision Recruitment International. This included data base development of both clients and candidates.
- Designed and developed all the learning and development tools and training programs for The Address Hotels and Resorts Dubai and was part of the flagship opening team as well as part of the support team for two other properties.
- Updating all Employment procedures, in-put of all staff interviews online for our Global Talent-bank, reducing turnover by 7% from 2006 at The Ritz Carlton, Doha. Open positions being filled. Sourcing new nationalities to create diversity. Implementing new successful procedures for timely follow up with candidates. Successful opening of Michelangelo Restaurant. Training of staff. In charge of 25 staff including waiters, barmen, cooks.
Timeline
Learning & Development Manager
Retail Food Company
06.2022 - Current
Group Human Resources Manager
Kugula Fresh and Frozen Ltd
02.2021 - 12.2021
Training and Talent Development Founder / Consultant
The Knowledge Network
02.2018 - 05.2022
Business Development Manager - Voyagers Zambia Ltd
Travel Management
03.2017 - 11.2017
Skills Development Trainer
Travel Management, Voyagers Zambia Ltd
03.2017 - 11.2017
Front Office & Reservations Manager
Lilayi Boutique Lodge
03.2015 - 10.2016
Recruitment Manager
The Dotted Line, Human Resources Consulting
01.2013 - 02.2015
Recruitment Specialist
Precision Recruitment International
03.2012 - 12.2012
Sales Manager
The Jewel of Africa
01.2011 - 06.2011
Administration Manager
Natural Valley Limited
01.2010 - 12.2010
Learning & Development Manager
The Address Hotels + Resorts
07.2008 - 09.2009
Area Training Coordinator
The Ritz, Carlton
12.2007 - 06.2008
Employment Specialist
The Ritz, Carlton
12.2006 - 12.2007
Catering and Conference Administration Assistant
The Ritz, Carlton
01.2006 - 12.2006
NBI Practitioner Certification -
Kobus Neethling & Solutions
CIPD Level 5 Diploma in Learning And Development -
Chartered Institute of Personnel Development
Masters Degree - Early Childhood Education
Open University
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