Mmabatho Silawu

Sales-driven Customer Success professional with 3+ years' experience guiding clients from first contact through onboarding, adoption, and long-term retention. Proven ability to exceed engagement and conversion targets through high-volume outreach (100+ leads and inquiries managed), closing contracts with 10+ clients, and driving a 20% increase in enrolments/conversions. Skilled at managing CRM databases of 100+ accounts, tracking progress against onboarding benchmarks, and maintaining 99% documentation accuracy.

Builds trust-based relationships with a consultative, empathetic approach, and thrives in fast-paced, target-driven environments where ownership and follow-through drive results. Comfortable working full US business hours (8 AM-5 PM EST).

Learning Coordinator - AFDA Institution - Johannesburg

(2025-01)

• Act as the primary point of contact for new and existing clients, proactively resolving questions and challenges to maintain a positive, high-trust experience from first interaction onward.
• Maintain and update a high-volume candidate and client database, tracking engagement and progress to support timely, informed follow-up directly transferable to CRM-based pipeline management.
• Verify and process 100+ documents per cycle with 99% accuracy and full compliance, reflecting the data discipline needed to maintain accurate CRM and onboarding records.
• Reduced processing errors by 95% through consistent quality control, supporting a smoother, more reliable customer experience.
• Represented the organisation's brand in every interaction, building the kind of trust and credibility that underpins longterm account retention.
• Improved reporting efficiency by 20%, strengthening the internal visibility needed to flag and resolve customer blockers quickly.

Recruitment and Administrative Enrolment Assistant - AFDA Institution - Johannesburg

(2022-01 - 2024-12)

• Proactively engaged prospective clients through outbound phone, email, and social outreach, generating 100+ qualified leads and responding to 100+ inquiries mirroring the daily high-volume outreach cadence of a Customer Success Manager.
• Drove a 20% increase in conversion by managing the full engagement cycle from first contact through close, comparable to guiding customers from onboarding to activation.
• Negotiated and closed contracts with 10 new clients, delivering a 20% increase in enrolments, demonstrating the sales background and target-driven mindset this role requires.
• Guided clients through detailed offerings analysis and multi-stage decision-making, confidently recommending or ruling out options based on individual needs, much like matching platform features to customer goals.
• Maintained a CRM database of 100+ clients, using data-driven insight to refine outreach and improve targeting.
• Partnered with cross-functional teams to plan and execute campus events, strengthening stakeholder engagement and pipeline visibility.

Higher Certificate - Digital Marketing - Mancosa (2025)

Bachelor of Arts - Motion Picture Medium - AFDA Institution (2022)

Business Programme - Business - Gordon Institute of Business Science (2018)