Natasha Stella

Business Administration graduate with 8+ years of experience across business operations, campaign coordination, CRM administration, client support, reporting and commercial administration. Proven ability to coordinate high-volume, deadline-driven activity from setup and testing through execution, fulfilment and reporting. Experienced in working across Sales, IT, Back Office, Call Centre and Accounts, translating operational data into clear Excel reports and resolving issues within SLA requirements.

Combines strong organisational, analytical and stakeholder-management skills with hands-on experience in IMS, Zendesk, Advanced Excel and multi-channel digital campaign operations.

Senior Sales Coordinator / Campaign & Fulfilment Coordinator - Cognition Holdings

(2018-05)

• Coordinate 130+ campaigns annually and 15+ campaigns monthly across multiple clients and digital channels, managing delivery from setup and testing through execution, fulfilment and reporting.
• Support 30+ clients across campaign delivery, requirements, queries and escalations while maintaining service quality and agreed turnaround times.
• Manage campaign setup and testing in IMS (CRM), troubleshoot service issues and collaborate directly with IT teams on technical escalations before and after go-live.
• Coordinate Sales, Back Office, Call Centre and Accounts stakeholders to ensure requirements, dependencies and deliverables are completed accurately and on time.
• Prepare client cost estimates and quotes, align billing with campaign data, send invoices and maintain revenue-share updates in line with client agreements.
• Produce Excel-based campaign reports using Pivot Tables, VLOOKUPs and campaign data to support operational and business decisions.
• Manage urgent fulfilment issues, prize verification and service escalations within strict SLA deadlines, including same-day to three-day turnaround requirements.
• Create and schedule bulk SMS communications, support WhatsApp campaign administration, generate web statistics and perform live/pre-live service testing.
• Train new staff and IT team members on campaign setup, CRM/system usage and reporting processes.
• Improved query turnaround and verification workflows and became a key point of support for troubleshooting, operational issues and winner verification.

Customer Care Consultant / Call Centre Agent / Moderator - Foneworx (Pty) Ltd

(2015-11 - 2018-05)

• Handled inbound and outbound customer interactions for Huawei and Defy incentive campaigns and customer surveys.
• Resolved customer enquiries, complaints and escalations while providing product information, account updates and basic technical troubleshooting.
• Processed high-volume customer activity while maintaining accuracy, confidentiality and customer-service standards.
• Supported rotational team-leader/supervisory duties and general operational administration.

Bachelor of Business Administration (BBA) - Mancosa (2025)

Senior / Matric Certificate - Klipspruit West Secondary School (2010 - 2014)