Nicholas Cupido

Client Relationship & Success Manager with 3+ years of experience across client management and remote administrative support. Proven expertise in building high-trust partnerships that directly improve client retention rates. Highly proficient in CRM management systems, Google Workspace, and Microsoft Office to streamline business workflows. Adept at balancing complex administrative tasks with initiative-taking client outreach to drive organizational growth and operational efficiency.

Senior Client Manager at Etapath and DriverWorks (2024-11 – 2026-03)

• Successfully managed 4 client accounts with a combined total of around 6200 employees using our CRM Systems as well as internal dashboards and metric sheets
• Oversaw real-time transport operations aligned to client shift requirements which led to ensuring timely and efficient movement of staff
• Functioned as the main point of contact between clients and interdepartmental teams maintaining clear communication and quick resolution of operational issues
• Monitored service delivery and handled client escalations professionally resolving service delivery concerns while maintaining strong client relationships and SLA performance
• Assisted with the management of new client accounts until such time a handover was completed
• Managed all onboarding and offboarding of new client accounts
• Through interdepartmental collaboration, achieved a 100% on-time performance for our biggest client and a 73% client retention rate attributable to exceptional client management service, engagement and feedback and forward-thinking value delivery

HR Administrator at StorePlay Shop Fitters (2024-01 – 2024-11)

• Supported end-to-end HR operations by providing administrative assistance across recruitment, onboarding, payroll and employee record management
• Ensured compliance with company policies and labour legislation while managing leave tracking, HR documentation and internal communications
• Served as the first point of contact for employee queries and escalations maintaining professionalism, confidentiality and effective resolution of HR matters
• Achieved a 93% employee retention rate attributable to a healthy work-life balance, acknowledging and awarding good performance, handling employee escalations confidentially, accurate benchmarking of advertised roles and their requirements
• Assisted with budget allocations and budget meetings when the HR Manager was unavailable

Client Relationship Manager at Stratton Holdings (2023-01 – 2023-12)

• Managed a variety of client accounts and focused in the Consulting and Advertising sectors
• Successfully led the onboarding and offboarding of clients end-to-end
• Effectively resolving client queries, owned all outcomes and focused on monitoring performance metrics, resolved escalations and identified growth opportunities
• Experienced in collaboration with cross-functional teams and departments, delivering the service in line with company values and ethos as well as using CRMs and digital tools to ensure seamless client experiences and long-term retention
• Achieved an 83% client retention rate attributable to transparent client management skills, consistent feedback and engagement

Virtual Travel Administrative Assistant at Status Travels (2021-11 – 2022-12)

• Managed and maintained accurate digital filing systems (Google Cloud) ensuring all personal documentation (Passports, Identity Documents) was managed safely ensuring data integrity and accessibility amongst travel agents
• Successfully followed up with leads and enquiries, converting almost 87% of leads to sales
• Assisted with enquiries and dealing with last minute travel changes (attributed to the COVID-19 Pandemic)
• Served as the travel agency's point of contact between us and airlines, resulting in efficient and streamlined communication between both parties
• Ensured that returning client's needs were consistently met and personal documents organised to streamline the purchase of holidays and air-travel tickets

Bachelor of Laws in LLB (in progress) – University of South Africa, ODeL (2024-01)

National Senior Certificate in NSC Matric – Primrose High School (2023-01 – 2023-12)