Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Languages
Certification
References
Timeline
Generic

Chanelle Labuschagne

Somerset West

Summary

Dynamic Product Owner with a proven track record at Xneelo, adept in Agile methodologies and strategic planning. Spearheaded innovative onboarding solutions, enhancing customer experience and team productivity. Recognized for exceptional communication and analytical skills, driving successful project outcomes and fostering collaboration across engineering teams.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Product Owner: Onboarding and Domains

Xneelo
03.2021 - Current
  • Managed competitive evolution of onboarding, billing, and domain products.
  • Led two engineering teams in defining product requirements and prioritizing tasks.
  • Ensured seamless hosting experience for customers through innovative tool provision.
  • Evolved vision for domain administration, onboarding, and billing teams.
  • Identified enhancement opportunities and drove innovative solutions.
  • Assigned team tasks effectively to maintain productivity and morale.
  • Liaised with business units to understand needs and convert insights into directives.
  • Communicated project progress and timelines to stakeholders for alignment.

Member Liaison Officer

Virgin Active South Africa
01.2011 - Current
  • Managed a team of three and conducted annual performance reviews.
  • Handled customer queries/complaints/escalations.
  • Ensured that 101 gyms nationally maintained a 24-hour resolve time on all queries via the Web portal.
  • Reported on trends in customer queries and escalations.

Customer Service Team Leader

Xneelo
06.2014 - 02.2021
  • Trained and mentored new recruits to enhance team performance.
  • Handled customer queries, complaints, and escalations efficiently.
  • Modeled company service principles to reinforce organizational culture.
  • Collaborated with service level coordinator to plan and implement rosters.
  • Provided weekly feedback on customer interactions to ensure service alignment.
  • Maintained up-to-date process documentation for operational consistency.
  • Represented client service manager at meetings, advocating for customer service team.
  • Conducted quarterly reviews for up to 32 consultants, focusing on performance improvement.

Customer Service Consultant

Bestmed Medical Aid
02.2013 - 05.2014
  • Resolved member and doctor practice queries regarding claims, benefits, and complaints.
  • Escalated unresolved inquiries to relevant departments for timely resolution.
  • Provided assistance to members and physicians on claim-related issues and benefit details.

Education

Bachelor of Commerce Degree - Industrial and Organisational Psychology

University of South Africa
South Africa
01.2012

Senior Certificate (Grade 12 / Matric) -

Centurion Christian School
Centurion
01.2003

Skills

  • Microsoft Office Suite
  • Jira Service Desk
  • Miro and Figma
  • Linux operating system
  • Agile and Scrum methodologies
  • Product development leadership
  • Functional specifications
  • Customer relationship management
  • User interaction management
  • Negotiation skills
  • Training and advising
  • Analytical thinking
  • Innovation management
  • Communication skills
  • Strategic planning
  • Interpersonal skills
  • Collaboration techniques
  • Teamwork dynamics
  • Stress tolerance
  • Pressure management
  • Results orientation
  • Attention to detail

Languages

  • English
  • Afrikaans

Personal Information

  • Date of Birth: 05/13/84
  • Nationality: South African
  • Marital Status: Married

Languages

Afrikaans
First Language
English
Proficient (C2)
C2

Certification

  • Certified Scrum Product Owner

References

References available upon request.

Timeline

Product Owner: Onboarding and Domains

Xneelo
03.2021 - Current

Customer Service Team Leader

Xneelo
06.2014 - 02.2021

Customer Service Consultant

Bestmed Medical Aid
02.2013 - 05.2014

Member Liaison Officer

Virgin Active South Africa
01.2011 - Current

Bachelor of Commerce Degree - Industrial and Organisational Psychology

University of South Africa

Senior Certificate (Grade 12 / Matric) -

Centurion Christian School

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Chanelle Labuschagne