Microsoft
KAYLEEN VAN DYK
Customer Success Manager
Gauteng,GP
Summary
Entrepreneurial Sales Engineer with excellent business acumen and proven history of driving technical sales and revenue growth. Friendly and outgoing to build key relationships through communication, customer service, and negotiation skills. Successfully leads and motivates teams to execute business opportunities and close sales in fast-paced environments with tight deadlines.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Manager
Ovation Solutions (Pty) Ltd
Johannesburg, Gauteng
06.2020 - Current
- At Ovation my main aim is to remove operational blockers from our financial service advisors and members leveraging Microsoft 365, teams, SharePoint and Power Automate to digitally transform their current legacy systems to cloud
- Business processes are designed to ensure the customer has a successful adoption and change management process
- Servicing is also provided as a support function to the customer
- Once a relationship has been established I assist in automating some of the manual processes as well as making sure all applications have been designed correctly and are cost-efficient
- Ovation we empower our customers to accelerate cloud adoption and make their IT team a Microsoft advocate by enabling them to effectively plan, operate and control their modernized IT Services
- This is a competitive differentiator from other cloud providers as we focus on up-skilling our customers' IT organizations so they understand how their roles will change within the new cloud paradigm
- Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Created customer support strategy to increase customer retention.
Local Property Expert
Leadhome (Pty) Ltd
Pretoria, South Africa
03.2018 - 06.2020
- Responsibilities
- Become an expert in your specific area, with the ability to augment highly data-driven valuations with your subjective understanding of the local property market
- Build an excellent reputation by engaging with both buyers and sellers
- Develop a comprehensive local network and become a figure in the community – the ‘go-to’ person for exceptional estate agency services
- Prepare data on Power BI for forecasting future sales trends and buyer activities
- Prepare financial reporting on Excel for all sales
- Led projects and analyzed data to identify opportunities for improvement.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Identified issues, analyzed information and provided solutions to problems.
- Oversaw daily operations to ensure high levels of productivity.
Customer Services Manager
PayBay, Subsidiary of Liquid Telecom Ops SA
Sandton, South Africa
03.2013 - 02.2018
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Created customer support strategy to increase customer retention.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
- Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
Logistics Specialist
Liquid Telecom Ops SA
Sandton, South Africa
09.2011 - 03.2013
- Minimized process discrepancies by spearheading budget, supervising staff and controlling inventory and supply management.
- Researched issues and assessed inefficiencies within supply chain using Pastel to devise solutions and improve performance.
- Directed inter-modal domestic and overseas import and export operations to meet aggressive deadlines.
- Developed systems for organizing reports and records to drive integrity.
- Prepared timely rate estimates and strategic bid packages.
- Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Detected and resolved multifaceted issues related to business direction and operations.
- Reviewed pricing structures and conducted negotiations to obtain favorable rates and conditions.
- Supervised compliance measures regarding domestic and international tariffs and customs regulations.
Education
No Degree - Microsoft Cloud Services
Microsoft Learn
USA 06.2020 - Current
No Degree - Change Management
APMG
United Kingdom 10.2021 - Current
No Degree - Hospitality
American Hotel And Lodging Association
DAmelin College 01.2004 - 01.2006
Diploma - Catering Management
Damelin College
Skills
Consultative sales techniques
Affiliations
Main aim is to drive growth and strategic renewal by transforming an organization’s traditional analog businesses into digital ones, with a special focus on creating new value through the smart use of digital tools, platforms, technologies, services, and processes.
Accomplishments
- Achieved Microsoft Consumption by introducing Cloud Solutions for Microsoft 365 tasks.
- Resolved product issue through consumer testing.
- Documented and resolved technical documentation which led to a successful go live.
Software
Xero
Salesforce
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
“The courage to be vulnerable is not about winning or losing, it’s about the courage to show up when you can’t predict or control the outcome.”
Brené Brown
Timeline
No Degree - Change Management
APMG
10.2021 - Current
No Degree - Microsoft Cloud Services
Microsoft Learn
06.2020 - Current
Customer Success Manager
Ovation Solutions (Pty) Ltd
06.2020 - Current
Local Property Expert
Leadhome (Pty) Ltd
03.2018 - 06.2020
Customer Services Manager
PayBay, Subsidiary of Liquid Telecom Ops SA
03.2013 - 02.2018
Logistics Specialist
Liquid Telecom Ops SA
09.2011 - 03.2013
No Degree - Hospitality
American Hotel And Lodging Association
01.2004 - 01.2006
Diploma - Catering Management
Damelin College
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