Onalenna Madlala

Client-focused Account Manager with hands-on experience supporting US-based MedSpa and service-based businesses in high-volume, fast-paced environments. Proven ability to manage multiple client accounts, maintain strong client relationships, optimize CRM workflows, and ensure consistent service delivery.

Background in aesthetics and clinic leadership provides deep industry insight, strong business acumen, and a client-first mindset. Adept at cross-functional coordination, performance monitoring, and delivering a high-quality client experience that supports retention and growth.

Account Manager/Appointment Setter at Growth Now Media (2025-12 – Present)

• Manage lead pipelines and appointment booking for multiple US-based MedSpa and service-based client accounts.
• Act as a primary point of contact for business owners, ensuring timely communication and smooth day-to-day operations.
• Respond to new leads within 60 seconds to 5 minutes to maximise conversion and client satisfaction.
• Maintain and optimise CRM workflows in GoHighLevel to support lead nurturing, follow-ups, and scheduling accuracy.
• Track client activity, appointments, and performance data using ClickUp and Google Workspace.
• Coordinate with internal teams via Slack to support campaigns, resolve issues, and meet client objectives.
• Support operational and marketing processes to improve efficiency, appointment outcomes, and overall client experience.
• Handle high-volume workloads across multiple accounts while maintaining organisation, accuracy, and responsiveness.

Treating Manager/Clinic Leader at The Laser Beautique, Northcliff (2024-11 – 2025-08)

• Managed high-volume appointment scheduling, ensuring a consistently full and optimized calendar.
• Conducted outbound follow-up calls and messages to convert leads into confirmed appointments.
• Handled inbound client enquiries, providing treatment information and guiding clients toward bookings.
• Used Zenoti/ESP daily for client records, follow-ups, reminders, and CRM tracking.
• Consistently responded to enquiries within minutes to secure bookings quickly.
• Improved rebooking and client retention through strong communication and relationship building.
• Performing advanced laser hair removal and skincare treatments.
• Conducting comprehensive skin consultations and assessments.
• Recommending and selling skincare products to clients.

Aesthetic Therapist at The Laser Beautique, Victory Park (2023-11 – 2024-11)

• Delivered high-quality laser treatments and skincare procedures.
• Provided expert skin analysis and tailored treatment plans for clients.
• Assisted with daily appointment confirmations, rebookings, and follow-up communication.
• Converted walk-ins and warm leads into paying clients through clear explanations and rapport-building.
• Maintained high client satisfaction and retention through excellent service.

Part-time English Tutor at Preply (2023-02 – 2025-11)

• Conducted one-on-one English conversation lessons for non-native speakers.
• Helped students improve speaking fluency, pronunciation, vocabulary, and confidence in everyday communication.
• Adapted lesson content to students' proficiency levels, goals, and learning styles.
• Developed engaging discussion topics and activities to encourage active participation.
• Built strong cross-cultural communication skills by working with learners from diverse backgrounds.

Internship at Dermalogica Clearwater Concept Store

100 Experiential Hours

• Assisted with front desk duties, booking appointments, and handling sales transactions.
• Provided skincare consultations and retail recommendations.
• Performed stock taking and treatment room preparation.

Advanced Aesthetic Specialist – Beauty Therapy Institute (2022 – 2024)

CTH Level 5 Diploma in Tourism Management in Tourism Management – CTU Training Solutions (2020 – 2022)

National Senior Certificate – St Michael's School for Girls (2019)