Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayelene Dysart

Hope Island,Australia

Summary

Results–driven team leader with extensive experience in customer and student experience management within challenging private-sector environments. I am a proven expert in complex complaint resolution, mediation, and process environment, dedicated to enhancing customer satisfaction and retention. Confident at leading, training, and motivating teams to exceed performance targets.

Overview

13
13
years of professional experience

Work History

Team Leader – Student Experience

Kaplan Professional
04.2021 - Current
  • Implemented process improvements that streamlined workflows and reduced turnaround times.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Reduced new hire onboarding times by 30% by developing onboarding manuals and redesigning internal training programs
  • Led and motivated a high-performing team, setting clear goals and providing coaching to improve KPI performance and service quality
  • Acted as the primary escalation point for complex issues through providing guidance and ensuring timely and effective resolution
  • Strongly encouraged culture of continuous improvement, identifying and implementing process enhancements to elevate the overall student experience.
  • Managed team rosters, performance metrics, and data reporting to ensure operational efficiency and alignment with business objectives
  • Facilitated regular team meetings to foster collaboration and address project challenges.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.

Student Experience Adviser

Kaplan
01.2020 - 04.2021
  • Managed a diverse portfolio of students, providing personalised support, contributing to increased retention rates
  • Consistently exceeded all service delivery and communication KPIs through proactive and professional student engagement
  • Maintained meticulous student records and managed data with high accuracy using Salesforce and Office 365
  • Guided students effectively through critical academic procedures, including enrolments and online examinations

Customer service agent

Audi Australia
01.2019 - 12.2019
  • Managed critical and high-priority escalated complaints for the national Takata airbag recall, liaising directly with Audi HQ
  • Maintained 100% compliance with strict quality assurance standards and legal requirements under time-sensitive deadlines
  • Developed standardised operating documents and email templates, improving team efficiency and response consistency
  • Salesforce
  • Midas
  • Arranging for logistics in vehicles to be collected and booking them into the Audi Service Centres for Replacement. Remote places

Financial Services Administration Manager

Australian financial planning organisation
01.2013 - 10.2018
  • Provided administrative and compliance support to a team of financial advisers and finance brokers, ensuring accurate and timely processing of client file processes
  • Oversaw end-to-end client file lifecycles, coordinating with banks, platforms, software providers, clients and accountants
  • Managed client records, private data and bookkeeping tasks using XPlan, Mercury CRM and MYOB

Education

Diploma Finance And Mortgage Broking Management - Finance

National Finance Institute
Brisbane, QLD
11-2012

Skills

  • Leadership and development
  • Customer experience
  • Operations and processes
  • Technical proficiency
  • Leadership and development: team leadership performance management and KPIs staff training, onboarding and coaching workload and roster management recruitment and performance reviews
  • Customer experience: complex complaint resolution escalation management mediation and negotiation student and client retention strategies proactive outreach campaigns
  • Operations and process: process improvement and optimisation reporting and data analysis quality assurance policy adherence and compliance campaign management
  • Technical proficiency: Salesforce Microsoft 365 Suite (advanced) XPlan ProctorU X time Midas MYOB Mercury CRM
  • Problem-solving
  • Attention to detail

Timeline

Team Leader – Student Experience

Kaplan Professional
04.2021 - Current

Student Experience Adviser

Kaplan
01.2020 - 04.2021

Customer service agent

Audi Australia
01.2019 - 12.2019

Financial Services Administration Manager

Australian financial planning organisation
01.2013 - 10.2018

Diploma Finance And Mortgage Broking Management - Finance

National Finance Institute

Similar Profiles

  • Evin WilliamsEvin Williams

    Executive Team Leader - Guest Experience at TargetExecutive Team Leader - Guest Experience at Target

  • Evin WilliamsEvin Williams

    Executive Team Leader - Guest Experience at TargetExecutive Team Leader - Guest Experience at Target

  • Abaan Amjad HussainAbaan Amjad Hussain

    <ul><li>Managed end-to-end client journeys across residential and commercial lighting projects, ensuring alignment of aesthetic design with technical feasibility.</li><li>Drove revenue growth and new business development through personalized client consultations, targeted relationship-building, and market exploration.</li><li>Supervised and delivered multiple high-value projects, collaborating with architects, designers, and procurement leads for flawless execution.</li><li>Mentored new team members, elevating overall team capability and customer engagement standards.</li><li>Played an active role in client feedback integration, contributing to continual process and strategy enhancements.</li><li>Entrusted with flagship accounts and time-sensitive, complex projects, reflecting strong leadership and problem-solving abilities.</li><li>Contributed to the optimization of showroom operations, enhancing brand image and improving customer experience.</li></ul> at ESQRO Lighting Co.<ul><li>Managed end-to-end client journeys across residential and commercial lighting projects, ensuring alignment of aesthetic design with technical feasibility.</li><li>Drove revenue growth and new business development through personalized client consultations, targeted relationship-building, and market exploration.</li><li>Supervised and delivered multiple high-value projects, collaborating with architects, designers, and procurement leads for flawless execution.</li><li>Mentored new team members, elevating overall team capability and customer engagement standards.</li><li>Played an active role in client feedback integration, contributing to continual process and strategy enhancements.</li><li>Entrusted with flagship accounts and time-sensitive, complex projects, reflecting strong leadership and problem-solving abilities.</li><li>Contributed to the optimization of showroom operations, enhancing brand image and improving customer experience.</li></ul> at ESQRO Lighting Co.

  • Joyce ValenciaJoyce Valencia

    Associate Director, Global R&D Learning Experience Leader at Daiichi Sankyo Inc.Associate Director, Global R&D Learning Experience Leader at Daiichi Sankyo Inc.

CREATE PROFILE
Kayelene Dysart