Kim van der Merwe

Big Biz Experience:

Neotel (Telecommunications)

Vox (Telecommunications)

Volkswagen (Automotive)

 

Small Biz Experience:

Intuate Group (Broad based IT)

Extra Expertise (outsourced HR and Staffing)

 

Summary

 

Kim has a broad general management skillset, underpinned by a strong operational foundation. She has held managerial positions in private and public listed companies over the past 30 years. Her passion for marketing  paired with strategic business development skills makes her an asset to our Gauteng leadership team.

 

She is goal-directed, focused and passionate about making a difference and she attributes her success to her customer-centric approach, unrelenting drive for results and delivering value.  Drawing on proven strategic solutions, sound insight and her extensive business experience, she immerses herself in her work.

 

Her background has included senior sales and marketing, strategy and account management roles at Vox Telecoms; Neotel Telecommunications; Intuate group; ATIO Corporation; Imperial Bank; Balboa Finance; Shatterprufe; Volkswagen, Eveready and Bostik.

 

Key Areas of Expertise

 

  • Strategic Marketing
  • New Business Development - delivering B2B solutions
  • Sales enablement
  • Customer Relationship Management
  • Leading, Planning and Organising
  • Employee engagement
  • Risk and Compliance Management
  • Call Centre Operations Management
  • Franchise Management
  • Managed Services and Solution Selling

 

Experience

 

ATIO

  • Strategically managed the Ekurhuleni Metro Municipality account, significantly improving customer service turnaround times & client relations during a very difficult period of the introduction of their new CRM system
  • Won the Kenya Commercial Bank account for Call Centre telephony solution to the value of R4,5million (phase 1)
  • Strategic Account Management (Kenya Commercial Bank; Vox Service Centre; Thuthukani Information Technology Services; Ekurhuleni Metro Municipality; Medikredit; Integrisure; Westcon; ICASA; etc)


Neotel Telecommunications

  • Successfully bid and won deals for clients in the Banking Sector (ABSA; ABSA Capital, Investec; Standard Bank; Citi Bank; Transnet).

 

Balboa Finance Group

  • Developed a comprehensive CRM strategy for implementation in the Contact Centre
  • Reduced call abandonment rate by 94% within 3 months
  • Improved client contact handling by 53% within 3 months
  • Increased Credit Control collections from R30 000 per month to R600 000 per month – within 6 months
  • Increased EAO collections from R3 million per month to R4,5 million per month – within 1 year
  • Successfully improved and stabilised the IT network in preparation of the implementation of a Contact Centre
  • Successfully implemented Contact Centre telephony system across the 5 divisions within the Group
  • Mapped and implemented proper process flows and work flows in the Contact Centre

 

Vox Telecoms  

  • Managed a team of 10 Key Account Managers
  • Responsible for a client base of 500 clients with R30,000,000 billing revenue per month.
  • Successfully managed a sales pipeline of R100,000,000

 

Intuate Group

  • Programme managed the sourcing and delivery of IT and Call Centre solutions to a large retailer.
  • Responsible for account profitability, growth and customer relationship.

Business insights by Kim van der Merwe

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