Michelle Hinrichsen

Results-driven Learning and Development Professional with over 21 years of experience in learning facilitation, instructional design, training administration, coaching, and performance improvement across Financial Services, BPO, telecommunications, airline, chemical, hospitality, and cleaning industries. Proven ability to manage the full training cycle, including learning needs analysis, programme planning, content development, facilitation, assessment, evaluation, reporting, and continuous improvement. Experienced in delivering classroom, virtual, and blended learning solutions, developing engaging training materials, coordinating learning interventions, and partnering with stakeholders to build workforce capability and support business objectives.

Strong knowledge of adult learning principles, contact centre operations, skills development practices, and learning administration. Recognised for excellent facilitation, presentation, stakeholder engagement, and problem-solving skills.

Senior Training / Recruitment Officer / Coordinator at CSG Cleaning (2022-08 – Present)

• Coordinate and deliver learning interventions across multiple operational sites.
• Conduct learning needs analyses and implement targeted training solutions.
• Design, develop and facilitate classroom and on-the-job training programmes.
• Manage training schedules, learner records, assessments, registers and compliance documentation.
• Prepare training reports, analyse outcomes and provide recommendations to management.
• Coordinate onboarding programmes and recruitment activities.
• Support training audits and ensure all records remain compliant and audit-ready.
• Partner with operational stakeholders to align learning interventions with business requirements.

Customer Trainer at Diversey South Africa (2018-03 – 2022-07)

• Designed and delivered technical and customer-focused training programmes.
• Developed and maintained training materials and digital learning content.
• Coordinated learning logistics, learner scheduling and reporting.
• Provided training feedback and recommendations for performance improvement.
• Maintained accurate learner records and compliance documentation.
• Facilitated workshops and practical learning interventions for customers and employees.

Senior Training Officer at Vodacom (2014-10 – 2017-05)

• Planned and delivered operational, customer service and product training interventions.
• Conducted learning needs analyses and facilitated training programmes.
• Maintained LMS records, compliance documentation and training reports.
• Performed training audits and monitored adherence to learning standards.
• Collaborated with stakeholders to improve learner performance and operational outcomes.

Senior Training Officer at Capita (O2 Campaign) (2013-10 – 2014-10)

• Facilitated induction and ongoing learning programmes within a contact centre environment.
• Managed learner schedules, training materials, assessments and reporting.
• Supported operational teams through coaching and performance improvement initiatives.
• Maintained training administration and learner records.

Senior Training Officer / Training Officer at WNS (Fusion Outsourcing Services) (2005-07 – 2013-10)

• Delivered technical, customer service and operational training programmes.
• Managed the full training cycle including needs analysis, design, facilitation and evaluation.
• Designed training materials and learning resources for multiple campaigns.
• Maintained learner records, assessments, attendance registers and compliance documentation.
• Prepared management reports and monitored training effectiveness.
• Facilitated classroom, virtual and on-the-job learning interventions.

Senior Certificate – Windsor High School

B.Ed (Foundation Phase) in Education - Foundation Phase

National Certificate in Contact Centre Support