Lencia Van Dyk
Windhoek
Summary
Dynamic Operations Manager with a proven track record at MediSwitch Namibia, excelling in strategic planning and client relationship management. Expert in budget control and risk management, I have successfully enhanced service delivery and optimized processes, driving significant improvements in customer satisfaction and operational efficiency.
Self-motivated Operations Manager successful in collaborating with consultants, area leaders, and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
10
10
years of professional experience
Work History
Operations Manager
MediSwitch Namibia
Windhoek
02.2017 - Current
- Managed daily operations to ensure seamless service delivery and customer satisfaction.
- Streamlined workflow processes to enhance efficiency across multiple departments.
- Coordinated staff schedules to optimize resource allocation and productivity.
- Develop and implement organizational strategies.
- Ensure an effective risk management framework is operationalised.
- Build and maintain relationships with clients and stakeholders that promote cross delivery practice solutions.
- Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
- Recommend and positively influence, direct and implement changes to optimise organisational
- processes, systems, policies and procedures.
- Develop and ensure implementation of practices which build service delivery excellence and encourage others to provide exceptional customer service.
- Develop, implement and monitor service level agreements and delivery thereof aligned to operations strategy.
Senior Key Account Manager
MediSwitch Namibia
Windhoek
03.2016 - 02.2017
- Developed strategic account plans to align with client business goals.
- Coordinated cross-functional teams to deliver solutions for clients.
- Negotiated contract terms and conditions to maximize value for clients.
- Conducted regular account reviews to assess performance and needs.
- Facilitated communication between clients and internal stakeholders effectively.
- Provided technical support when needed for customers using company products and services.
- Maintained accurate records of all communications with customers including emails, phone calls and meetings.
- Evaluated potential new business opportunities based on their financial impact and strategic fit with company goals.
- Developed and managed long-term relationships with key customers.
- Maintained a high level of customer service by responding promptly to inquiries and resolving issues quickly.
- Created monthly reports highlighting KPIs such as sales performance, revenue growth and market share changes.
- Developed efficient processes and systems for tracking order status and resolving customer inquiries quickly.
- Collaborated with internal departments such as marketing and operations to develop strategies tailored to each client's needs.
- Worked closely with finance department to ensure invoices were paid promptly and accurately.
- Lead cross-functional teams to ensure projects are completed within the agreed timeline.
- Developed and implemented strategic plans to maintain and grow key accounts, enhancing customer satisfaction and loyalty.
- Conducted regular business reviews with key clients to assess product and service performance and identify improvement areas.
- Achieved and exceeded sales targets for key accounts through effective planning and execution.
- Advocated for key account needs and priorities within the organization to ensure they are met in a timely and satisfactory manner.
- Utilized CRM tools to analyze key account data and generate reports for internal and external stakeholders.
- Led quarterly and annual planning meetings with key accounts to align business goals and strategies.
- Greeted and assisted customers to foster positive experiences.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
Education
Some College (No Degree) - Business Management
School Craft College
Michigan , USASome College (No Degree) - Human Resources Management
School Craft College
Michigan, USASome College (No Degree) - New Manager Development Program
Stellenbosch Business School
Windhoek, NaSome College (No Degree) - Java Programming
Intec College
Windhoek, NaSome College (No Degree) - Advanced Diploma in Project Management
Cape Peninsula University of Technology
Windhoek , NaSkills
- MS Office- Advanced
- Communication- advanced
- Accounting; Pastel / Quick books
- Risk management
- Budget control
- Operations management
- Service delivery improvement
- Strategic planning
- Client relationship management
- Performance monitoring
- Data analysis
- Problem solving
- Team leadership
- Decision making
- Process improvement
- Business administration
- Stakeholder relations
- Business and operations management
- Project management
- Workforce training
- Contract management
- KPI tracking
- Forecasting and scheduling
- Strategic partnerships
- Performance evaluations
- Customer retention
- Technology
- Production
- Process flows
- Operations oversight
- Business development understanding
Languages
English
Upper Intermediate (B2)
B2
Afrikaans
Advanced (C1)
C1
Affiliations
- Family
- Reading
- Learning
- Farming (beginner)
- Camping
- Fishing
References
References available upon request.
Timeline
Operations Manager
MediSwitch Namibia
02.2017 - Current
Senior Key Account Manager
MediSwitch Namibia
03.2016 - 02.2017
Some College (No Degree) - Business Management
School Craft College
Some College (No Degree) - Human Resources Management
School Craft College
Some College (No Degree) - New Manager Development Program
Stellenbosch Business School
Some College (No Degree) - Java Programming
Intec College
Some College (No Degree) - Advanced Diploma in Project Management
Cape Peninsula University of Technology