Kelvin Dancan

Experience

• 

  Pink Limited, Sondu

  May 2013 - Jan 2014

  Network Administrator
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  International Leadership University

  Jan 2017 - Dec 2018

  o Reporting regular churn insights to all stakeholders and proactive churn forecasting by in-streams and by using analytical modelso Effectively partnering with internal and external teams to inform, influence and drive successful end-to-end campaignso Achievement of set level of reactivation and revivals through out of the box initiativeso Translating data findings into commercially sounds business cases and strategies for reducing churn and improving retention rateso Identifying and improving reason for churn and suggesting the process improvements that can create better customer experienceo Compiling and preparing daily, weekly and monthly reports in accordance with approved reporting standardso Management of relationships across peers, teams, functions and business partners as required ensuring a supportive, collaborative culture is developed and maintained to aid continual improvement.o Drive process improvements through reliable root cause analysis, customer and staff feedback, leading to time bound action plans that deliver productivity, quality, and cost optimization.o Designing programs that strengthen customer relationship, proactively minimize non payed customers, increase customer retention and minimize churn through customer win-backs.o Defining and measuring Customer Satisfaction and Promoter KPI's, identifying risks and opportunities and implementing improvement plans.o Leading the customer base analytics, identifying opportunities, designing and implementing up-selling/cross-selling campaigns that increase customer share and sustainable revenue growth. Show less

  • System Administrator

    Jan 2017 - Dec 2018

  • Assistant System and Network Administrator

    Jan 2017 - Dec 2017
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  Michkel Ventures

  Jan 2019 - now

  ICT Consultant

  • Resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems• Installation, modification, and repair of computer hardware and software• Support of printers, mobile devices, telephony and hardware• Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Troubleshooting all IT issues in a timely manner, ensuring all IT help-desk requests are logged using help-desk software• Setting up video conference meetings and assisting participants in meetings• Carrying out research into more effective ways of using and configuring applications, keeping up-to-date with changes and advancements in ICT and make suggestions for improvements to the services provided• Providing assistance to the System Administrator as required• Assisting with implementation of IT projects when required• Support Active Directory configuration (user account creation, password resets and security groups as per the policy guidelines) Show less

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  National Integrated Information Management System

  Jan 2019 - Aug 2019

  Information Technology Team Lead
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  Trustmark Insurance Brokers Limited

  Jan 2019 - Mar 2021

  • Operation of Windows based platforms, Microsoft Word, Excel and Access, networking, Internet literacy, and Administration and Support of systems.• Responsible for the coordination, installation, operation, troubleshooting, repair and maintenance of the network infrastructure as it pertains to IT Systems and other peripherals.• Assist the IT Manager in all stages of the day to day operation of IT systems and operations.• Manage and prioritize any IT problems, impacting either revenue and/or staff for quick resolution and pro-actively seek for preventative maintenance.• Follow up on and maintain knowledge of new systems that can help in streamlining the overall processes in the company.• Solve technical and operational challenges in the scope of IT reported by users.• Ensuring the confidentiality, security and accuracy of records and company data.• Installation, configuration, system updates, patches and configuration of new hardware and software within the organization. Show less

  • ICT and Medical Underwriter

    Sept 2019 - Mar 2021

  • Information Technology Administrator

    Sept 2019 - Jan 2021

  • Information Technology Administrator

    Jan 2019 - Jan 2021
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  National Integrated Information Management Systems (NIIMS)

  Feb 2019 - Jun 2019

  Information Technology Technical Lead

  • Managing the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and targets.• Developing the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management.• Offering creative solutions, service level components, quality and productivity targets & indicators.• Managing the agents’ adherence to schedule(s).• Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction.• Training and development of staff, both current and new staff.• Recommendations for product and process development based on customer feedback and analysis of the same.• Conducting performance appraisal for the agents.• Compiling reports on team’s performance and customer feedback.• Communication and being a focal point of dissemination of information from management to team and vice versa.• Working very closely with team members to solve customer problems.• Making decisions on any matters relating to improving customer satisfaction with regards in so far as it affects transaction handling and transaction center processes.• Making decisions on training requirements for team members and adjusting targets to suit the needs of the business. Show less

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  CIVISCOPE LIMITED

  Jan 2021 - now

  System Administrator