Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Anel Snyman

Barneveld

Summary

Dynamic Senior Customer Success Manager at Cisco with a proven track record in customer advocacy and relationship management. Enhanced customer satisfaction through data-driven strategies and effective upselling techniques, leading to improved retention rates. Skilled in training programs and team building, fostering a collaborative environment that drives operational efficiency.

Overview

12
12
years of professional experience

Work History

Senior Customer Success Manager

Cisco
03.2017 - 03.2023
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.
  • Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
  • Improved team productivity by actively participating in code reviews, knowledge sharing sessions, and mentoring junior developers.
  • Created comprehensive documentation for software components to facilitate future maintenance activities and enable seamless handoffs between team members.
  • Contributed to product roadmaps, providing technical expertise for the planning and execution of development initiatives.
  • Participated in agile development processes such as sprint planning meetings, daily stand-ups, backlog grooming sessions, and retrospective reviews to optimize team workflow patterns.
  • Followed standard precautions using personal protective equipment.
  • Enhanced user experience by developing user-friendly interfaces and optimizing web applications.

HTML Email Developer

Cisco
03.2017 - 02.2023
  • Facilitated smooth handoffs between design, development, deployment stages by maintaining clear documentation.
  • Improved overall subscriber experience with mobile-friendly designs and accessible content for users with disabilities.
  • Provided training on email development best practices for junior developers and cross-functional team members.
  • Developed and maintained a comprehensive library of reusable email components, streamlining the development process.
  • Consistently met strict deadlines within agile development environments, ensuring client satisfaction and retention.
  • Reduced email production time by automating repetitive tasks through scripting languages and tools.
  • Performed regular auditing to repair security issues, broken links and eliminate orphan files.
  • Managed and developed layouts to meet customer business needs and requirements for usability and accessibility.
  • Assisted in developing comprehensive reporting metrics to track the success of individual campaigns and long-term strategies.

Sales Manager

Look and Listen
02.2015 - 02.2017
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Engaged with customers to build rapport and loyalty.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Solved customer challenges by offering relevant products and services.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Collaborated with fellow instructors to create cohesive lesson plans, ensuring consistency in training quality.
  • Mentored new instructors, aiding their transition into the role and ensuring effective delivery of course content.
  • Maintained compliance with company standards, regulatory requirements, and quality goals.
  • Promoted an inclusive learning environment by accommodating diverse backgrounds and learning preferences, leading to increased overall satisfaction among trainees.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.

Customer Service Representative

Dis-Chem Pharmacy
01.2011 - 11.2014
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Education

No Degree - HTML Email Development And Implementation

CISCO
South Africa

No Degree - HTML Email Development And Implementation

CISCO
South Africa
05-2017

No Degree - Graphic Design

C.T.U.
South Africa
02-2017

No Degree - Marketing Management And Research

CTU
South Africa
02-2017

High School Diploma -

Benoni High
South Africa
01-2010

Skills

  • Data-driven decision making
  • Customer advocacy
  • Relationship management
  • Upselling strategies
  • Records management
  • Training programs
  • Team building
  • Customer account management
  • Managing operations and efficiency

Languages

English
Bilingual or Proficient (C2)
Dutch
Beginner (A1)

Timeline

Senior Customer Success Manager

Cisco
03.2017 - 03.2023

HTML Email Developer

Cisco
03.2017 - 02.2023

Sales Manager

Look and Listen
02.2015 - 02.2017

Customer Service Representative

Dis-Chem Pharmacy
01.2011 - 11.2014

No Degree - HTML Email Development And Implementation

CISCO

No Degree - HTML Email Development And Implementation

CISCO

No Degree - Graphic Design

C.T.U.

No Degree - Marketing Management And Research

CTU

High School Diploma -

Benoni High

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