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Russell van der Haer

@russellvanderhaer

Customer retention and success professional in online education who supported 500 students and coordinated live programmes.

South Africa

Message

At ICM / ONLINE EDUCATION, I supported the delivery and customer experience of a live programme for approximately 500 students, working alongside 18 coaches and 4 support staff. I managed questions and issues across multiple channels, monitored engagement, and helped ensure customer concerns were followed through.

Across education, property, and operations, I’ve managed customer and stakeholder relationships and resolved complex service issues. At QSA / ARTAN HOLDING, I led the Qatarisation Vision 2030 project and doubled turnover within 18 months through operational and commercial improvements. My approach to retention is to listen, understand the issue, find a practical solution, and make sure the business learns from recurring problems.

Experience

Work history, roles, and key accomplishments

Assistant Program Manager

ICM / Online Education

Jan 2024 - Jan 2026 (2 years)

Supported delivery and customer experience of a large online education programme serving approximately 500 students, working alongside 18 coaches and 4 support staff. Managed live Zoom sessions, coordinated communications, and ensured customer issues were followed through.

ClickUp Slack Airtable ActiveCampaign Helpspace Zoom LastPass Xperiencify Loom Moodle ThriveCart Customer Support Stakeholder Management Live Facilitation

General Manager / Senior Operations

QSA / Artan Holding

Jan 2018 - Jan 2021 (3 years)

Senior operational role involving customers, contractors, international staff, accommodation operations and multiple service environments. Led approximately 100 contractors and multiple operational teams, managed operations for 2,500 students and 350 international staff, and doubled turnover within 18 months.

Operations Management Stakeholder Management Team Leadership problem resolution Commercial Improvement Cross Cultural Communication

Senior Management / Operations

Centurion Academy

Jan 2013 - Jan 2018 (5 years)

Managed operations across three Pretoria campuses together with student accommodation serving approximately 500 residents. Handled student and parent relationships, coordinated staff, and implemented practical solutions to recurring operational issues.

Operations Management Customer Relationship Management Team Coordination Problem Solving Communication Skills

Franchise Principal / College Principal

Damelin

Jan 1996 - Jan 2012 (16 years)

17 years as a College Principal, managing education operations and customer relationships in a highly people-focused environment. Managed up to three campuses, handled escalated issues, and was awarded Franchisee of the Year five times.

Education Management Customer Relationship Management Team Leadership Escalation Handling Commercial Discipline

Computer Literacy Programme

University of Pretoria

Worked in a high-volume education environment supporting approximately 6,500 students per week. Developed extensive experience in customer interaction, communication, problem solving, systems, and working under pressure.

Customer Interaction Communication Skills Problem Solving Systems Working Under Pressure

Education

Degrees, certifications, and relevant coursework

University of Pretoria

Computer Literacy Programme, Computer Literacy

Worked in a high-volume education environment supporting approximately 6,500 students per week, developing extensive experience in customer interaction, communication, problem solving, systems, and working under pressure.