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
