Founder & Operations Lead at Kratom Bliss / Herbal Bliss (2025-10 – Present)
Spearheaded the creation and management of two independent eCommerce wellness brands, focusing on building enduring client relationships and ensuring exceptional customer experience.
- Managed comprehensive client communications across multiple channels (WhatsApp, email, chat, social media), consistently achieving fast response times and high customer engagement, directly contributing to retention.
- Oversaw end-to-end customer lifecycle management, including seamless onboarding, order fulfillment coordination, complex issue resolution, and proactive after-sales support, ensuring client satisfaction.
- Streamlined operational workflows by implementing automation tools and AI-assisted processes, enhancing efficiency and elevating the customer experience.
- Developed and executed customer retention strategies through personalized support, follow-up initiatives, and proactive relationship building, fostering loyalty and long-term engagement.
- Continuously improved operational systems and processes to support long-term scalability and maintain a structured, efficient operational framework.
Senior Customer Support Specialist at Numan via FYXER Ltd (2024-02 – 2025-10)
- Managed high-volume customer support inquiries, complex escalations, and onboarding requests across diverse communication channels, consistently exceeding customer satisfaction benchmarks.
- Collaborated closely with internal teams and subject matter experts to efficiently resolve complex client cases with professionalism and accuracy.
- Drove improvements in response workflows and internal processes, significantly reducing delays and enhancing service consistency, directly impacting client experience.
- Trained and mentored junior team members on effective escalation handling and adherence to high customer communication standards, elevating team performance.
- Maintained strong Service Level Agreement (SLA) adherence within a fast-paced, high-volume remote support environment.
- Contributed to improved customer retention by consistently delivering effective issue resolution and ensuring support quality.
- Enhanced operational efficiency by streamlining internal workflow processes, leading to faster resolution times.
Courier Franchisee, Sales & Business Development Manager at Fastway Couriers (2023-07 – 2024-01)
- Managed client onboarding, relationship management, and operational coordination for SME and business clients, ensuring a smooth transition and ongoing support.
- Facilitated client onboarding and provided dedicated account support for new franchise and logistics customers, building foundational relationships.
- Built and maintained strong working relationships with business clients, supporting operational handovers and seamless account setup.
- Increased customer onboarding conversion rates through personalized customer support and proactive relationship management.
Regional Account Manager at BMW South Africa (2014-10 – 2023-06)
- Managed dealership relationships and customer support operations across multiple regions, ensuring consistent service delivery and client satisfaction.
- Coordinated local and international logistics support, dealer onboarding, warranty support, and escalated customer cases, resolving complex issues efficiently.
- Worked collaboratively with internal departments to resolve operational issues and improve overall customer satisfaction.
- Maintained strong relationships with independently operated dealerships, ensuring alignment with operational standards and procedures.
- Reduced customer issue resolution times through improved interdepartmental coordination and proactive problem-solving.
- Assisted with process improvements that enhanced operational consistency and customer support outcomes.
Customer Support Team Leader at Daimler Chrysler (2011-02 – 2014-09)
- Led and coached customer support teams within high-volume customer service environments, fostering a culture of excellence and client focus.
- Managed critical escalations related to warranties, service plans, roadside assistance, and after-sales support, ensuring timely and effective resolution.
- Monitored queue management, workflow processes, SLA performance, and customer satisfaction metrics to identify areas for improvement.
- Trained and mentored team members to enhance customer communication skills and escalation handling capabilities, improving overall team performance.
- Analyzed performance metrics and customer feedback to identify and implement service improvement opportunities.
- Reduced average response and resolution times through improved workflow coordination and team management.
- Contributed to improved customer retention and customer satisfaction scores through effective leadership and process optimization.
Sales Executive | Call Centre Team Leader | Operations & Procurement Officer at Call Centre & Customer Operations (2005-01 – 2011-01)
Leveraged diverse experience in sales, team leadership, and operations to drive business objectives and enhance client interactions. (Details available on request)
