Curriculum Vitae
Christopher Paul Andrew McCreanor
Tel. +27 83 795 1304
christophermccreanor@gmail.com / LinkedIn: LinkedIn:http://lnkd.in/-ZjmgT
Personal Profile
Energetic, professional and self-motivated, an award-winning confident training and development
practitioner with proven facilitation skills in adult education, soft skills, technical skills and (project)
management skills, as well as extensive experience in design, development, implementation and facilitation
of bespoke training programmes in-line with National and International Qualification Initiatives. An
accredited and registered coach, assessor, moderator, verifier and training manager with an inherent ability
to motivate and engage team members to realise the organisational objectives through transformational
leadership. Motivator and coach - mentor with well-developed communication and interpersonal skills and a
commitment to excellence in training and development.
Key Achievements
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Awarded Desmond Tutu and Vrije University of Amsterdam PhD Scholarship – busy with PhD in
Corporate Social responsibility; “A curriculum framework for the educational development of Corporate
Social Responsibility (CSR) practitioners in South Africa.
Winner of the 2008 Africa Centre for HIV and AIDS Management Award – Best PDM Student in
Strategic HIV and AIDS Management in the World of Work. Part time Lecture University of Stellenbosch
(HIV and AIDS Policy Formulation and Strategic Planning).
Winner of the 2008 Trainer of the Year award and Finalist in the National BPO&O Awards
November.2008.
Established the Learning and Development Centre (FET College) for Fusion South Africa Designed, developed and submitted the accreditation application as Training Service Provider for Fusion
Outsourcing – secured accreditation for Fusion (SETQAA Accreditation: Decision No. 1226). This
enabled Fusion to deliver Service SETA accredited training interventions – aligned to the NQF.
Established the Fusion Recognition of Prior Learning Centre - Designed, developed and
implemented the Recognition of Prior Learning Programme (RPL) for Fusion. Accreditation as a Training
and Assessment Centre. In excess of 45 competent learners in 2008.
Design, development and implementation of the Fusion Team Leader / Management Improvement
Initiative – Managed the design, development and implementation of the first Team Leader
Improvement Initiative for Fusion Outsourcing Services. Eight-week programme aligned to NQF Level 4
Generic Management qualification.
Established the Learning and Development Centre for Dialogue South Africa - secured Provisional
Accreditation for the Group (SETQAA Accreditation Decision No. 1409/20/07/09. This enabled the
Group to deliver Service SETA accredited training interventions – aligned to the NQF.
Successfully Managed Learnership Programmes for Fusion – in excess of 30 competent learners in
2007 and 2008.
Successfully Managed Learnership Programmes for the Dialogue Group – in excess of 60
competent learners in 2004 and 2005.
Skills Development Facilitator and Employment Equity - Managed as the registered SDF and
Employment Equity Manager the Employment Equity and Skills Development Committee for the
Dialogue Group – securing SETA grants and avoided a non-compliance fine from the Department of
Labour due to the Groups non-compliance.
Implementation of NQF structures for Dimension Data Customer (DD) Contact Solutions – securing the
first grant for DD.
Implementation of NQF structures for Fusion Outsourcing – securing the first grant and establishing
beneficial working relations with the Services SETA.
Co-author of the Cross Sector Skills Plan for the BPO&O Sector Research document on
international accreditation and talent development practices in the BPO&O Industry on behalf of the
Department of Trade and Industry and Business Trust.
Employee Orientation Programme - Implementation of company induction policies and procedures,
increasing efficiency and productivity in the workplace – transition from training and development to the
actual workplace. Reducing initial training from six weeks to three weeks.
Design, Developed and Implemented Total Quality Management Systems - Introduction and
management of call quality monitoring processes for staff, thus improving customer satisfaction and
retention rates.
Implementation and successful establishment of the FNB Coaching Programme - Supervised and
managed the implementation of the new coaching and call quality structures for FNB – First Direct and
Dimension Data Customer Contact Solutions.
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Career History
Amazon
Amazon.com, Inc. (NASDAQ: AMZN) is an American multinational electronic commerce company (the
world’s largest customer centric company) with headquarters in Seattle, Washington, United States. It is the
world’s largest online retailer. Amazon has separate websites for the following countries: United States,
Canada, United Kingdom, Germany, Netherlands, Poland, Sweden, France, Spain, Italy, Japan, India, and
will soon launch sites in additional countries.
Senior Manager – Operations, Quality and Training / Global Leadership Development
2011 Sept – Current
Responsibilities include:
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Lead and manage teams of 2-4 Customer Service (CS) Managers and 50-150 Customer Service
Associates; responsible for the overall direction and performance of the teams.
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Lead and manage a team of nine trainers; responsible for the overall direction and performance of all
training functions – including Amazon Leadership Development.
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Lead and manage a team of seven quality assurers; responsible for the overall direction and
performance of all quality improvement initiatives.
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Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional
responsibilities include interviewing, training and motivating employees; planning, assigning, and directing
work; rewarding and disciplining employees; and effective conflict resolution.
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Effectively collaborates and builds productive working relationships with direct reports, peers,
leadership, and other departments.
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Manage the talent management by driving focus on Amazon’s Leadership Principles. Plays a critical
role in building management depth by providing guidance and mentorship to all levels of leadership within
their organizational units, as well as serving as an outstanding role model.
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Solving complex customer-service issues and proactively heading off negative service trends.
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Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
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Understanding and correctly utilizing resources provided by internal systems, departments, policies,
and procedures.
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Developing and achieving performance goals and objectives in order to achieve customer promise
expectations.
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Manages workflow, handles escalations, and proactively engages resources to address issues.
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Effectively delegates workload across the leadership team.
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Participates on business leadership meetings; develops and drives strategies and programs, which
improve the competitive position and profitability of the organization.
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Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen
activities, and other Change/Six Sigma initiatives.
Fusion Outsourcing Services South Africa – part of the BGL Group UK
A privately owned UK company, the BGL Group was founded in 1992 as an insurance underwriter.
Following a strategic change in 1997 to become a broker, the Group has grown to become one of the largest
personal lines insurance brokers in the UK. This expansion has been achieved through a combination of
organic growth and a series of major strategic acquisitions - the last of which took place five years ago.
Fusion employs more than 2,255 people with the head office is in Peterborough with Contact Centers in
Coventry, Sunderland and Peterlee in the UK, and Cape Town in South Africa.
Learnership & Training Manager
2007 Feb – Current
Responsibilities include:
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Learning and Development Manager – Internal and External Clients – Various U.K. site liaison.
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Employment Equity and Skills Development – all SDF and Employment Equity Functions.
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Managed all business reporting functions.
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Design, developed and facilitated Fusion Quality Assurance training.
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Project Managed the Services SETA Learnership initiative.
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Project Managed the Services SETA Bursary initiative.
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Project Managed the Dti and Business Trust Grant initiative.
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Design, development, and facilitated Project Management for Fusion Management.
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Call Centre Agent Training – Soft Skills.
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Coaching and Mentor training facilitation – workplace observations and developmental feedback.
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Management & Team Leader Development Programmes Management
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Industrial Relations Training – Various Initiatives.
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Manage a team of elven business and operational facilitators.
Management of Fusion Outsourcing CSI/CSR Function – additional functional portfolio.
Management of BBEE – additional functional portfolio.
Project Managed HIV and AIDS Workplace Prevention Programmes – additional functional portfolio.
Qhelisa Consulting / Calling the Cape, Cape Town (Regional Project), South Africa
Calling the Cape is a majority Government-funded agency, with a mandate from the Provincial and Local
Governments and all the sectors of their industry. Their role is to represent the contact centre and BPO
stakeholders in Cape Town, to create jobs, to ensure the long-term competitiveness of the industry, and to
ensure that the benefits of industry growth and development are spread in a fair and equitable way.
Talent Development Consultant - Project Manager
2006 July – February 2007 (Contract Work)
Responsibilities include:
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Project Management of the close out of the 2006 Contact Centre Support Learnership NQF Level 2.
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Co-ordinate and management of the assessment team.
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Internal Moderation.
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Design and developed the project plan.
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Design, develop, implement, and monitor the assessment practice.
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Training Silo Director – Member of the Board of Directors.
Nia Consulting / Deloitte, Pretoria (National Project), South Africa
Nia Consulting and Deloitte are both positioned to deliver as part of the Business Trust and Dti’s initiative a
talent pool within the BPO & O Industry. This joint venture is an initiative of the said parties involved to
develop talent across all sectors and to create work opportunities for previously disadvantage individuals.
Talent Development Consultant - Project Team
2006 January – June (Contract Work)
Responsibilities include:
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Focus on creating synergy between the different project streams and quality assurance in particular.
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Member of the project team to apply for the NSF funding for the project – funding proposal.
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Design and developed the talent development model and delivery model – project team.
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Design and developed the request for proposal – project team.
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Liaised with the Business Trust and Dti on project progress and deliverables – project team.
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Research and development – writing of the Cross Sector Skills Plan for the BPO&O industry.
Dialogue Group International, Cape Town, South Africa
The Dialogue Group is an internationally positioned specialist inbound and outbound customer contact
centre, offering companies and brands multi-channel communications and Customer Relationship
Management (CRM) expertise, ultimately winning and retaining customer loyalty.
Skills Development Facilitator – Training Manager
February 2004 – January 2006
Responsibilities include:
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Employment Equity and Skills Development.
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Project Managed HIV and AIDS Workplace Prevention Programmes
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Employment Equity and Skills Development – all SDF and Employment Equity Functions.
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Design, development and implementation / facilitation of the Dialogue Induction programme.
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Team Leader / Management Training.
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Design, development, and facilitation of training – new campaigns.
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Project managed the Learnership initiative.
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Call Centre Agent Training – Soft Skills.
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Industrial Relations Training – Various Initiatives.
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Coaching and Mentor training facilitation – workplace observations and developmental feedback.
Rivington and Blackrod High School, Horwich (Manchester), United Kingdom
Rivington has held an important place in the community for centuries. The school is proud of its traditions, a
tradition that involves passionately developing ways to unlock the learning potential in each and every
student. Rivington has ITC College status and is well known for its excellence in the ITC educational
development.
Teacher – Drama and English
September 2002 – January 2004
Responsibilities included:
 Teaching year seven and eight pupils – Drama and English.
 Form mentor for year seven pupils.
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Support for off-site visits.
Created and facilitated links with primary schools to develop a cross-site relationship with staff and an
introduction to higher-level work for pupils interested in Expressive Arts.
Facilitation of the Drama Club and Horwich Youth Development Club.
Directed and produced educational HIV / AIDS awareness plays.
Facilitated and implementation of the New Year 7 curriculum for Expressive Arts.
Derivco South Africa, Durban, South Africa
Derivco offers end-to-end Internet gaming and administration software and its product suites are
internationally recognised as industry leaders in terms of innovation and quality.
International Systems Trainer
August 2001 – August 2002
Responsibilities included:
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Design and development of International Systems Training – Software.
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Designed the Induction Training Program for Derivco.
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Facilitated and managed the Induction Program – established liaison structures with all internal
departments and management.
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Design and development of (learner) support materials: User Manual, Help Files, and Training
Courses.
Dimension Data, Johannesburg, South Africa
Dimension Data plc (LSE: DDT) is a specialist IT services and solution provider that helps clients plan, build
and support their IT infrastructures and Contact Centre solutions.
Senior Skills Development Advisor - SDF
July 2000 - July 2001
Responsibilities included:
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Development and designed the Induction Training program.
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Call Quality Monitoring Training.
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Team Leader Training.
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Call Centre Agent Training - Systems, Product and Soft Skills.
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Skills Development Facilitator Function.
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Coaching of Call Quality for individual projects.
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Project Management.
First National Bank – First Direct, Johannesburg, South Africa
Telephone Banking - FNB Direct is a dedicated telephone line that clients can use for banking related
queries, general information purposes, and certain routine functions, as well as for compliments/complaints.
Senior Training Development Advisor
March 1998 – June 2000
Responsibilities included:
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Designed and developed induction training.
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Product, systems and soft skills (telephone techniques) training facilitation.
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Call Quality Monitoring training facilitation.
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Competency Based Recruitment, selection, and training.
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Designed and developed coaching for team leaders and call agents.
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Managed a team of 15 quality assurance assessors.
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Project Managed various product campaign within the call centre.
Glenstantia Primary School, Pretoria, South Africa
Teacher
1995 – 1998
Responsibilities included:
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Teaching grade 4 to 7 pupils - Afrikaans Second Language and all curriculum subjects.
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Organisation and management of all educational tours.
University of Pretoria – School for the Gifted, Pretoria, South Africa
Teacher – Creative Language and Drama
1991 – 1997 - (Contract Work – Part Time)
Responsibilities included:
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Teaching primary and high school pupils – Drama and creative language.
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Organisation and management of all educational productions.
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Education and Training
QED Coaching - Service SETA
Dual PhD Candidate – Corporate
Investment and Curriculum Studies
Social
University of Stellenbosch / Vrije University Amsterdam –
currently busy and will complete by 2014
Professional Coaching and Mentoring
Registered Assessor and Moderator – Service SETA
Cool Ideas – Services SETA
Registered Constituent Assessor
Masters in Strategic Management (Specialising
in HIV & AIDS)
Corporate College international
University of Stellenbosch – Cum Laude
Registered Constituent Moderator
Post Graduate Diploma in Strategic HIV & AIDS
Planning (Strategic Workplace Management)
Infomage - Services SETA
University of Stellenbosch - Cum Laude
Registered Skills Development Facilitator Training
Christine Shingles Training - Services SETA
Higher Diploma in Education
Registered Constituent Verifier
Teachers Training College Pretoria - University of Pretoria
- Cum Laude
Skills List
Certificate – Train the Trainer
G & K Training – Johannesburg
Diploma in Project Management
Damelin Business School – Pretoria
Registered Assessor and Moderator – Service SETA
Diploma in Project Management – Microsoft for
Windows
Damelin Business School – Pretoria
Certificate in Professional Coaching
Effective Corporate Performance Consultants –
Johannesburg
FNB Centre for Management
Appraising People and Performance
Negotiation Skills
Advanced Negotiation Skills
Coaching and Counselling
Technical Writing Certificate
Curwen Communication Corporation
QED – Developing Business Leaders
Business Management Skills
Strategic Planning and Development Skills
Programme and Project Management Skills
Advanced Negotiation Skills
Performance Management Skills
Coaching and Counselling Skills
Training and Development Management Skills
Writing Skills
Presentation and Communication Skills
Assessment Skills
Moderation Skills
Verification Skills
Skills Development Facilitation Skills
Professional References & Registration with
Professional Industry Bodies
1. Training Silo Director – Member of the Board of
Directors for CallingtheCape – 2006 to 2008
2. Chair Person NISOE (National Institute of Sectoral
and Occupational Excellence – Western Cape).
3. South African Board of Personnel Practitioners.
4. Member of the South African Council for Educators.
5. Executive Member of BPeSA Skills Steering
Committee 2014
6. Member of the Chartered Management Institute CMO
London).
Group Training Techniques
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