Yogan Govender Email & Phone Number

City Of Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

Cape Town, Western Cape, South Africa

As the Director of Student Experience, I was responsible for driving continuous improvements to service levels and increasing customer satisfaction by creating meaningful customer experiences. This included how we communicate with our students, how we listen to our students and use the voice of the student to improve every aspect of what we do. KEY HIGHLIGHTS:- Completed customer journey mapping to identify moments of crisis that need to be addressed- Developed our customer… Show more As the Director of Student Experience, I was responsible for driving continuous improvements to service levels and increasing customer satisfaction by creating meaningful customer experiences. This included how we communicate with our students, how we listen to our students and use the voice of the student to improve every aspect of what we do. KEY HIGHLIGHTS:- Completed customer journey mapping to identify moments of crisis that need to be addressed- Developed our customer communication strategy- Redesigned the outbound communication plan for proactive engagement- Partnered with the Product Team to automate standard outbound emails reducing the manual communication by 80%- Deployed a live chat bot for support related requests that supported our ongoing effort to improve self-service- Created a complaint handling and escalations process to enable the team to contain escalations and resolve complaints Show less

Cape Town, Western Cape, South Africa

I was promoted to a Director of Student Success where my role eventually tipped over into being more strategic than tactical, however, a great portion of my time in this role was spent planning and executing our COVID response.KEY HIGHLIGHTS:- Designed our updated Quality Management framework titled the 4 P's and deployed it within Salesforce Service Console.- At the start of the pandemic we had 2-weeks to move our in-office Student Engagement team to WFH. I leveraged previous… Show more I was promoted to a Director of Student Success where my role eventually tipped over into being more strategic than tactical, however, a great portion of my time in this role was spent planning and executing our COVID response.KEY HIGHLIGHTS:- Designed our updated Quality Management framework titled the 4 P's and deployed it within Salesforce Service Console.- At the start of the pandemic we had 2-weeks to move our in-office Student Engagement team to WFH. I leveraged previous experience gained in IT support to partner with our Infrastructure team to deploy a VPN and roll-out a VOIP Softphone to enable our Success Team to work remotely while maintaining all contact channels.- Partnered with our CRM Operations team to swiftly:1. Transition away from our in-house VOIP solution to Talkdesk for our Success Team.2. Extend our Live Chat channel to our Success Team operations.- Co-led the creation of V1 of our Career Pathing Framework for the Student Engagement department.- My colleagues will appreciate me adding that I planned and hosted a virtual Family Fued event for our department which contributed to our goal of bringing the team together and encouraging connection while WFH. Show less

Cape Town Area, South Africa

As the Head of Global Success I was responsible for overseeing the direction and management of the 24/7 Global Success team. Serving students by planning and implementing strategies; improving systems and processes; and managing managers.KEY HIGHLIGHTS:- Adopted and drove the contact pyramid strategy with a goal to increase customer self service and drive operational efficiency.- Redesigned and relaunched the student help centre and achieve the goal of moving 10% of contact to… Show more As the Head of Global Success I was responsible for overseeing the direction and management of the 24/7 Global Success team. Serving students by planning and implementing strategies; improving systems and processes; and managing managers.KEY HIGHLIGHTS:- Adopted and drove the contact pyramid strategy with a goal to increase customer self service and drive operational efficiency.- Redesigned and relaunched the student help centre and achieve the goal of moving 10% of contact to self-service.- Supported our CRM transition from Freshdesk to Salesforce from a customer support perspective and established updated case handling procedures.- Created initial Salesforce reports and dashboards to enable visibility into case management for SLA monitoring.- Partnered with our tech team to develop our automated extension plugin for moodle that was able to successfully convert 14% of email contact to automated support.- Led the transition from Adobe Connent to Zoom and established standard best practice for hosting and facilitating live sessions. Show less

Cape Town Area, South Africa

I was offered this role after my manager recognised my affinity for operations. My primary purpose of this role was to own and manage the systems, resources and processes that enable the successful delivery of our reactive support model. I was responsible for allocating and overseeing resource planning, scheduling, presentation management, and ensuring effective process and workflow improvements.KEY HIGHLIGHTS:- Establishing the system and process for presentation allocations and… Show more I was offered this role after my manager recognised my affinity for operations. My primary purpose of this role was to own and manage the systems, resources and processes that enable the successful delivery of our reactive support model. I was responsible for allocating and overseeing resource planning, scheduling, presentation management, and ensuring effective process and workflow improvements.KEY HIGHLIGHTS:- Establishing the system and process for presentation allocations and advisor capacity management.- Drove the restructuring the Student Success department into regionally aligned teams in order to better support US & UK international partners.- Established mechanism to track advisor overtime and night shift allowances payments to ensure compliance.- Redesigned and operationalised the presentation management process to ensure presentations prepared and ready to accept enrolments according to our schedule.- Established the nuanced presentation task process that reduced presentation errors by over 90%.- Established the suspension reminder communication strategy to drive student payment plan conformance. Show less

Cape Town Area, South Africa

I will be eternally grateful to Ryan Dix-Peek for hiring me and trusting me to manage and oversee the running of the Technical Support function within the Learning Technology department. I was tasked with establishing and managing the functional structures required for Technical Support Officers to operate efficiently and effectively in a rapidly growing start-up environment.KEY HIGHLIGHTS:- Expanded our Technical Support operational hours from weekdays to 24/7 in line with BCEA to… Show more I will be eternally grateful to Ryan Dix-Peek for hiring me and trusting me to manage and oversee the running of the Technical Support function within the Learning Technology department. I was tasked with establishing and managing the functional structures required for Technical Support Officers to operate efficiently and effectively in a rapidly growing start-up environment.KEY HIGHLIGHTS:- Expanded our Technical Support operational hours from weekdays to 24/7 in line with BCEA to support the business objective of expanding internationally.- Establish standardised reporting in order to drive continuous service level improvement.- Ran an A/B test to validate that a responsive support model will be able to turnover a 90%+ student completion rate.- Partnered with our Operations team to merge our Student Performance team and my Technical Support team to form our 24/7 Student Success Team. Show less

Cape Town Area, South Africa

Cape Town Area, South Africa

Durban Area, South Africa

Durban Area, South Africa

Dniit - Network Engineering – Microsoft Technologies, Information Technology, A

Merit Exemption

Matriculated in 2007