Yusri Dien

Mr. Yusri Dien (South African) Summary • • • • • • I am highly ethical professional with comprehensive skills acquired while working in both the hospitality and education industries. Strengths include: • decision making, • initiative, • communication, • strong analytical, problem solving and • relationship building I have the ability to successfully negotiate difficult situations and have acquired excellent facilitation skills. Native English speaker with good oral and written communication skills. Able to work well with both internal and external clients. Adaptable, honest, positive and approachable. Educational History • University of the W estern Cape Bachelor of Commerce (Information Systems) • Inlingua Language School, TEFL 120 Hour Certificate • Assessors Certificate (Design and conduct outcomes-based assessment) 2006 • 2017 Skills Development Facilitator (SDF) Certificate - Work History Co-Founder and Technical Product Manager (January 2015 – February 2018) Intaka Learning (Cape Town, South Africa) • • • • • • • • • Define product vision, road-map and growth opportunities. Develop and implement sales and marketing strategies. Deliver product presentations and demonstrations. Onboarding and on-going customer training and support. Act as liaison between clients and developers to ensure requirements are clearly understood. Develop test and use cases. Conduct extensive competitor analysis. Build and maintain relationships with customers to ensure customer retention. Write content for website. • Maintain relationships with partners. • Manage client agreements and contracts. Learning and Development Specialist (August 2014 - Dec 2017) Sesto (Cape Town, South Africa) • • • • • • To facilitate learning of business practice, entrepreneurship skills, marketing and generic management. Focus on adapting the presentation of prescribed materials to suit the needs of various target groups. Design and conduct outcomes-based assessments. Conduct work readiness workshops with focus on soft skills. Conduct job analysis, skill gap analysis and recommend training interventions. Weekly feedback reports on learners as well as managing admin duties. Workshop Facilitator (contract basis) (March 2014 - August 2014) Boston College (Cape Town, South Africa) • Conducting training workshops for the ICB Junior Bookkeeping and Office Management qualifications. Facilitator –Learnership (November 2012 - February 2014) Boston College (Cape Town, South Africa) • • To facilitate learning of business practice and entrepreneurship skills to a group of learners with various disabilities. Focus on adapting the presentation of prescribed materials to suit the needs of the various disabilities. Customer Relations Manager (March 2010 – January 2012) Hoteltravel.Com (Phuket, Thailand) • • • • • Successfully negotiated customer complaints daily and ensured timely resolution of all escalations. Built and maintained relationships with key individuals at DMC’s (destination management companies), hotels and within HotelTravel.com to ensure prompt resolutions to customer complaints. Created and implemented a training program for customer service strategies for reducing service management times, increasing sales opportunities and achieving customer service excellence. Successfully lead an “Improve the Customer Experience” initiative with the objective of creating a customer centric knowledge base for agents, reducing service management times, increasing customer retention and growing the companies brand and reputation. Compiled monthly complaint management reports and analysis for top management. Customer Service Agent (September 2008 – February 2010) Hoteltravel.Com (Phuket, Thailand) • • Provided first line support to customers via LivePerson online chat, telephone and email. Liaised with suppliers and hotels about booking related queries and requests. Skills Product Manager: • • • • • • • • Customer Experience Account Management Negotiation Complaint Management Conflict Resolution Troubleshooting Documentation Time Management Education: • • • • • • • • Facilitation Assessment Design Conducting Assessment Skills Development Planning Rich Media Recording E-learning E –assessment Education Technology Computer Skills: • • • • • • • MS W ord, Excel, PowerPoint, Outlook Windows 7, 8, 10 Onedrive, Dropbox, Google docs Hubspot CRM, Slack LivePerson (Livechat) EPASS (Electronic Portfolio and Assessment Support System) Presentations2GO and Vmix (video capture, live broadcasting) ** References available on request**