Janine Jamanjah

Customer Success and Client Operations professional with 10+ years' experience across fintech, telecommunications, and digital platforms. Currently working as an Onboarding Success Manager, managing a portfolio of ~40 clients per month and consistently delivering high-impact onboarding outcomes. Recognised as a top global performer, achieving the highest number of successful client launches across multiple quarters and setting new performance benchmarks within the team.

Experienced in leading teams (up to 12 members), improving service delivery metrics, and reducing onboarding turnaround times through strong cross-functional collaboration and process optimisation. Skilled in client onboarding, retention, SLA management, and handling high-value enterprise clients in fast-paced environments. I am particularly interested in Senior Customer Success, Technical Account Management, and Client Operations Manager roles within SaaS and digital platforms.

Onboarding Success Manager at impact.com (2024-08 – Present)

• Manage a portfolio of ~40 clients per month, ensuring successful onboarding and activation
• Ranked top global performer within the onboarding success team
• Delivered highest number of client launches across multiple quarters
• Awarded Customer Success Award for outstanding performance
• Reduced onboarding time through process improvements and cross-team coordination
• Improved key service delivery metrics and client experience

Customer Support Manager at Mobiz (2024-02 – 2024-08)

• Led a support team, driving performance and service delivery
• Ensured SLA compliance and improved customer satisfaction
• Implemented process improvements to increase operational efficiency

Technical Support Quality Assurance Lead at Clickatell (2023-02 – 2024-01)

• Led quality assurance for a team of 10-12, performance management, and service delivery standards
• Owned SLA compliance, reporting, and continuous improvement initiatives across support operations
• Managed high-impact enterprise and VIP client incidents, ensuring minimal disruption and clear communication
• Implemented QA frameworks and performance tracking to improve service quality and operational outcomes
• Partnered with cross-functional teams (engineering, operations, and product) to resolve complex technical issues
• Contributed to operational strategy through reporting, insights, and process optimisation initiatives

Enterprise Support at Clickatell (2022-06 – 2023-02)

Customer Technical Support at Clickatell (2021-06 – 2022-06)

Customer Relationship Management at Discovery Health (2012-12 – 2022-09)

• Managed high-volume client interactions and escalations across multiple channels
• Built strong relationships with internal stakeholders to resolve complex client issues efficiently
• Consistently met and exceeded performance metrics in a high-pressure, SLA-driven environment
• Provided support on policy, systems, and benefit queries, ensuring accurate and timely resolutions

Teacher at TutorABC (2017-08 – 2019-12)

• lesson plans, visual aids and handouts as required in the programs
• Doing corrections and conducting effective instruction during the classes
• Doing assessments and tests for the students

Customer Loyalty Agent at bwin (2006-08 – 2006-12)

• Building rapport with Poker players
• Doing refunds and assisting players with games advertised on the website
• Managing call volumes by dealing with all queries through to resolution
• Providing feedback to Customers and keeping record of all queries

Foreign Exchange Consultant at American Express Foreign Exchange (2005-12 – 2006-08)

• Buying and selling of Foreign Cash
• Till work and cash handling, including cheque and credit card payments
• Reconciliation and control of all day transactions including foreign cash and travellers cheques
• Corporate Banking and Cash management

Sales Assistant at Tourvest Travel Services (2005-04 – 2005-11)

• Dealing with public on a day to day basis
• Ensuring that a high standard of service is given at all times. Cash Handling and Credit card payments
• Stock take and replenishment on a monthly basis

Computer Systems Networking and Telecommunications – College of Cape Town (2018 – 2021)

CCNA – College of Cape Town (2018 – 2021)

IOT – Cisco Networking Academy (2020-03 – 2020-12)

N+ – College of Cape Town (2019-02 – 2020-02)

A+ – College of Cape Town (2019-01 – 2019-12)