Kyle Collins Email & Phone Number

Cape Town, Wc, Za

Oversee post-sales customers across the African, UK, and NA markets, ensuring successful completion of all implementations within standard operating procedures (SOPs). My responsibilities encompass providing setup support and comprehensive training on the RoomRaccoon system, guaranteeing clients harness its full potential.I excel in planning and coordinating with diverse stakeholders, maintaining strict adherence to timelines. My proactive approach involves identifying and resolving potential risks and pitfalls during each customer's implementation plan, ensuring smooth execution. A key aspect of my role is meticulous documentation and reporting, both internally and externally, throughout each implementation phase.My commitment to excellence and strategic coordination contributes significantly to the seamless execution of implementations, enhancing client satisfaction and fostering positive business relationships.

As a Support Team Lead, I effectively managed team activities and dashboards, ensuring optimal performance. I provided insightful feedback on root cause problems, contributing to continuous improvement. Additionally, I incorporated activity category statistics into management reports, enhancing data-driven decision-making. My role involved handling escalated client calls, demonstrating a commitment to customer satisfaction. Continuous monitoring of dashboards and performing quality control on various communication channels (telephone, email, chat, and in-house systems) were integral aspects of my responsibilities. I prepared detailed reports on extranets, offering valuable insights to the management team.Recognising the importance of ongoing training, I facilitated and coordinated relevant sessions to enhance team skills and knowledge. Investigating, replicating, and meticulously documenting bugs were key components of my role, ensuring a proactive approach to system enhancements. My commitment to quality control, client satisfaction, and team development contributed to the overall efficiency and success of the support team.

Escalated Extranet Queries: - Successfully managed and resolved escalated extranet queries, demonstrating a high level of problem-solving ability and ensuring customer satisfaction. - Implemented streamlined processes to address complex issues efficiently.Client Onboarding and Extranet Setup: - Played a key role in the onboarding process for new clients, overseeing mapping and configuring extranet settings to align with client needs. - Collaborated with the sales and client success teams to provide a seamless onboarding experience, resulting in positive client feedback and retention.Continuous Monitoring: - Maintained vigilant oversight of the Support Error Console and Extranet Update Queues, proactively identifying and addressing potential issues before they impacted system performance.Issue Management and Resolution: - Led a dedicated team in managing and resolving extranet issues promptly, minimizing downtime and ensuring the extranet's reliability. - Implemented a structured ticketing system that improved issue tracking and resolutionPartnership and Relationship Building: - Cultivated strong relationships with partner connectivity teams, facilitating effective communication channels and ensuring collaborative problem-solving. - Organized regular joint workshops and training sessions, enhancing understanding and synergy between internal teams and external partners.Project Progress Tracking: - Successfully tracked progress towards goals for priority projects, ensuring timely delivery and alignment with organizational objectives. - Implemented project management tools and methodologies, resulting in improved project efficiency and resource allocation.System Functionality Testing: - Conducted comprehensive testing of new system functionalities, ensuring a high standard of quality and reliability. - Collaborated closely with the development team to provide valuable feedback, contributing to the continuous improvement of the extranet platform.

Cape Town, Western Cape, South Africa

Cape Town Area, South Africa

Being the first point of contact my main responsibilities included handling queries and complaints from customers via webchat, inbound calls and emails. Other responsibilities included the following:Developed and maintained customer relationships. Ensured the website was maintained with current topical events and promotions. Account management.Managed the clients social media account through hootsuite.Due to the erratic shift times it was advised, by my doctor, that I need to leave this position.

Cape Town Area, South Africa

Answered incoming calls, booked a high volume of procedure and consultation appointments, liaised with medical aids, drafted invoices, basic debtors, handled medical related issues, data capturing and staff training.I left this position to seek a role that was more suited to my qualification.

Cape Town Area, South Africa

Interviewed candidates set on a strict pre-screening process. Created profiles and conducted references in a timely manner as to meet monthly targets.

Cape Town Area, South Africa

Facilitated holiday care zones based at various malls around Cape Town.

Cape Town Area, South Africa

Tutored Primary school students, during school terms, the afternoons.

Access Park, Cape Town

Diploma, Coaching Science, Merit

During my 2 years of study I found my love for mentoring and coaching grow significantly. My diploma covered a vast array of subjects that.

Level 1 Coaching Certificate, Cricket

During my year off from studies I decided to complete a coaching course with Western Province Cricket, as sport has always been my passion.

Bcom Law, Business Law, Incomplete

During my 3 years of studying I found that I was honestly not ready for tertiary education and decided that I would put my studies on hold.

Matric, Merit With Endorsement

Subjects completed: English Afrikaans Mathematics Physical Sciences Geography Art