Rayno Geyser Email & Phone Number

Johannesburg, Gp, Za

Bryanston, Gauteng, South Africa

• Migration of service cases from CRM (Customer Relationship Management) platform to Service Desk+ (ITSM) tool.• Integration between company CRM and Service Desk+.• Data analysis of CRM/Service Desk+ ITSM data for different Business Units to improve client experience and business growth.• Perform basic business analysis on product escalations and service requests.• Providing a clear view / dashboard of prioritised service requests with clear expectations for product, digital (development) and operational teams.• Providing input to help shape the company value proposition by looking at opportunities to reduce support costs and manual effort (automation of tasks).• Relationship building with internal clients to collaborate on instance resolution and external clients to resolve queries effectively.• Involve the Maintenance team, Product Managers, Developers and Strategic Relations team as appropriate in effectively resolve product related issues - Electronic remittance advices (eRAs) and claims – Realtime and batch claims.• Collaboration with other Business Units (IT, Developers, Application Engineer, Product Specialists) within the company to find the best approach to service external clients.• Support to internal clients – business units to provide an agile and effective service back to their clients.• Exploration of instances that are not immediately resolvable through database/switch investigations or escalations/enquiries to relevant stakeholders (internal teams, medical funds, funders, clients or hospitals).• Maintaining a relationship with medical funds, funders • Main operational service point between users/internal clients to resolve escalated instances relating to Hospitals, Optometrists, Radiologists and General Practitioners.• SFTP – File transfer and delivering of Electronic remittance advices (eRAs) and claims – Realtime and batch claims.

• Client liaison and client relationship management (Start to end of the project).• Proposing relevant products/methodologies to ensure alignment to client needs – Proposal writing.• Coordinate the financial administration of a project, including the creation of budgets, Pro-forma invoices, Purchase Orders, and final tax invoices and timelines to ensure correct Gross Profit Margins.• Project management: Brand testing, Product development testing/research, Proof of concept testing, Customer Satisfaction/Experience –Strategic, Operational and Benchmarking, Dashboard development (Excel, Crystal Xcelsius, Antivia and YellowFin), Online Community research (Panel research).• Project management: Brief fieldwork teams, manage timelines, run completion ratios to successfully keep the project on track.• Brief fieldwork/Call Centre teams, manage timelines, run completion ratios to successfully keep projects on track.• Providing input into the formulation of questionnaire design and discussion guide design.• Extract key insights, identify patterns and interpret meaning of data and provide appropriate and relevant insights.• Data analysis: Prepare data files for statistical analysis (cleaning and quota/sample control). Conduct descriptive, inferential and multivariate statistical analysis using Statistica and MS Excel.• Client insight and strategy: Prepare research reports and presentations based on initial brief, and ongoing interaction with clients to communicate research outcomes, in collaboration with clients.• Presenting results to the client.• Facilitation of post-project review with clients – Including the design of action plans that are aligned to research results.• Quantitative and Qualitative analysis• Running of Strategic Initiatives within the Company.• Business development within the team – ensuring financial growth of the company – Existing clients.

Centurion

• Project management: Brief fieldwork teams, manage timelines, run completion ratios to successfully keep the project on track.• Project management: Brand testing, Product development testing/research, Proof of concept testing, Customer Satisfaction/Experience –Strategic and Operational, Dashboard development (Excel, Crystal Xcelsius, Antivia and YellowFin), Online Community research (Panel research).• Coordinate the financial administration of a project, including the issuing and following up of invoices.• Call Centre/Fieldwork management and training.• Data analysis: Prepare data files for statistical analysis (cleaning and quota/sampling control). Conduct descriptive, inferential and multivariate statistical analysis using Statistica and MS Excel.• Follow-up strategy implementation as required.• Client insight and strategy: Prepare research reports and presentations based on initial brief, and ongoing interaction with clients to communicate research outcomes.• Presenting results to the client.

• Engaging with relevant stakeholders to understand their research needs.• Measurement tool design.• Conducting Quantitative and Qualitative research – Face to Face interviews, In-depth interviews, Focus Groups.• Running of internal research projects from concept to completion.• Training of Qualitative interviewers.• Quantitative and Qualitative analysis.• Results interpretation and writing of insights.• Publication of research results on the intranet and ensuring it is distributed among all relevant stakeholders.• Running of campaigns to ensure that action plans based on research results are executed.

• Project management: Brief fieldwork teams, manage timelines, run completion ratios to successfully keep the project on track.• In-depth Interviews / Focus groups.• Client correspondence and meetings.• Product costing and budgets.• Proposal Writing.• Questionnaire design and Questionnaire programming.• Discussion guide design (Focus groups).• Sampling.• Statistical Analysis (SPSS) – Basic tables, Limited advanced statistical analysis.• Call Centre management.• Presentation design.

Master Of Research Psychology, Research And Experimental Psychology, Masters

Bsocsci (Hons) Psychology, Psychology

Bsocsci Psychology, Psychology