Che Wrenn
Cape Town
Summary
Results-driven leader with a strong background in strategic management and department growth and development. Skilled in developing and implementing effective business strategies, optimising processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with a focus on fostering a productive and positive team culture.
Overview
12
12
years of professional experience
Work History
Director, Student Engagement
GetSmarter/2U
04.2022 - Current
- Develop high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhance team collaboration through regular communication, goal setting, and performance evaluations.
- Establish a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Manage team budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthen internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitate cross-functional collaboration for improved decision-making processes within the organisation.
- Implement innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Spearhead innovative approaches to resource allocation and strategic planning.
- Increase company revenue by streamlining processes and implementing cost-saving measures.
- Evaluate employee performance objectively using established metrics/KPI's to successfully reach targets & goals.
- Leverage data analytics insights for informed decision-making in critical areas such as forecasting, budgeting, or personnel management.
- Achieve remarkable turnaround of underperforming employees through strategic leadership and effective performance management.
- Navigate teams through periods of change, while maintaining focus on long-term strategic goals.
- Lead cross-functional teams to meet/exceed benchmarks for SLA delivery, staying on top of challenging schedules with multiple competing timelines.
- Creating & implementing employee shift schedules for a 24/7 rotation.
- Responsible for customer retention, through the creation & implementation of the "At Risk Model".
Success Manager
GetSmarter/2U
03.2020 - 03.2022
- Monitored key performance metrics to identify areas for improvement, driving continuous enhancements in service quality.
- Created a culture of accountability within the success management team, promoting a sense of ownership and dedication to customer outcomes.
- Acted as an escalation point for critical issues impacting customers'' success, coordinating efforts to drive swift resolution.
- Collaborated with cross-functional teams to design and implement innovative solutions tailored to specific customer needs.
- Championed process improvements within the team by sharing feedback gathered from Advisors and customers, leading to more efficient operations overall.
- Streamlined internal processes for improved team efficiency, enabling faster response times to customer inquiries.
- Enhanced customer retention rates through proactive management and timely issue resolution.
- Analysed customer data to identify trends and develop strategies to improve customer success metrics.
- Created customer support strategies to increase customer retention.
- Evaluated and managed employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to team members.
- Recruited, interviewed and hired employees.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Customer Service Representative
GetSmarter/2U
07.2014 - 02.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving customer queries, disputes and complaints.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer enquiries for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Consistently met and exceeded targets set out by management.
Marketing Assistant
Varsity College
02.2013 - 06.2014
- Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
- Updated spreadsheets with statistical, financial and non-financial information.
- Coordinated trade show presence, ensuring effective representation at industry events to generate leads and increase brand visibility.
- Maximised event attendance with thorough planning, promotion, and logistics support for Principal's Institute.
- Generated detailed reports on event attendance, providing valuable feedback for future planning.
- Assisted with all administrative queries and complaints, ensuring swift resolution.
Education
GetSmarter/2U
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Coaching and mentoring
- Team collaboration
- Employee development
- Change management
- Hiring and retention
- Sales management
- Stakeholder engagement
- Performance management
Additional Information
References:
Available upon request
Availability:
One month notice period
Timeline
Director, Student Engagement
GetSmarter/2U
04.2022 - Current
Success Manager
GetSmarter/2U
03.2020 - 03.2022
Customer Service Representative
GetSmarter/2U
07.2014 - 02.2020
Marketing Assistant
Varsity College
02.2013 - 06.2014
GetSmarter/2U
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