Ryan Jacobs Email & Phone Number

Cape Town Area, South Africa

I have built the online LMS myself, course and website for my college. We currently have a group of interns assisting with the day-to-day running of the company.

Cape Town Area, South Africa

Kuils River, Cape Town

Had a great experience motivating and leading the sales team. But it's time to do things for myself!

Cape Town

Follow up with leads and converting the saleBuild the relationship the student throughout their studies for further enrolmentsManage CRM database to optimise sales

• Coaches the team in order to ensure quality of delivery meets the appropriate standard• Measures and manages the team to ensure out-of-line situations are immediately addressed • Communicates information in a timely, accurate and understood manner to all team members• Ensure that all Human Resources policies and procedures are observed• Conduct team briefs as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers• Ensure regular feedback is given to Agents with regards to action plans that have been set• Ensure all relevant business communications are communicated to the team as and when required• Track and accurately update operational performance files for Agents on a weekly basis• Compiling and sending reports as required by the business for relevant updates• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate• Drive teams performance on systems and all metrics in accordance to the contractual obligation.

Stellenbosch

Position Held : Academic Administrator (July 2013 – Apr 2014)Service Manager (Sept 2012 – June 2013)Team Leader of Call Centre (Feb 2012 – Aug 2012)Academic Administrator (Feb 2011 – Feb 2012)Tutor (Jan 2009 – Apr 2014)Student Advisor (Jan 2008 – Feb 2011)Academic Administrator July 2013 – April 2014) As the Nated exam officer, was tasked to setup all processes and handle communication with 3000 students.Service Manager (September 2012 – June 2013)  At the beginning, was put in charge of four departments and 17 staff members, including the Student Advisors, Registration Department, Despatch and Helpdesk. Was first point of contact with students and other stakeholders regarding service across the College Dealt with all Hellopeter complaints Tasked to interview; create training documentation, train and performance management staff in departments. Role as Systems Administrator - had to create new processes for staff. Set up a new database and integrating the old database and all the colleges processes into the new system. This included all communication with 30 000 students such as email and SMS’s; Documentation from registration all the way through to dispatching the award and follow up on services after that. As the tasks got too numerous, was charged with continuing to implement the database and the administrative function for the NQF courses. In charge of the call centre and as team leader Oversaw an increase in sales of 40% year on year without any increase in staff due to improved processes and service.Team Leader of Call Centre (February 2012 – August 2012)  Including running the call centre, was in charge of seven student advisors and a few part-time staff. This included interviewing and hiring, performance management, setting up new processes and training.Academic Administrator (February 2011 – February 2012) Tutor (January 2009 – April 2014) Student Advisor (January 2008 – February 2011)