Phaphani Nyaba

My name is Phaphani Nyaba and I am a highly analytical, energetic and detail-oriented customer success professional with broad and deep experience in SaaS and B2B sectors. I have worked in a start-up environment, covering customer success, customer service, sales, client relationship management, and on-boarding. I am confident that my expertise and passion for helping customers will make me an excellent candidate for any customer success role.

I have a proven track record of success in customer success management. My work at Shaw Academy as a Customer Success Manager has allowed me to provide excellent customer success to a start-up SaaS company in the Ed-Tech space. I was responsible for on-boarding new clients, maintaining customer loyalty, upselling to existing customers, and fostering long-term relationships with our clients. I was also responsible for ensuring customer satisfaction through various channels of support, such as chat, calls, and CRMs, while ensuring all SLAs and KPIs were met.

In addition to my customer success experience, I have a strong background in customer service. I have worked as a Customer Service Representative at Lufthansa Group where I was responsible for assisting customers with complaints, enquiries, and information about products and services. I also took payment orders and processed returns while cancelling flights, upgrading flight classes, and managing rebookings through airline CRM and ticketing system Amadeus GDS.

I am confident that my skills and experience make me an excellent candidate for any customer success role. I am a quick learner and am always looking for ways to improve and grow both professionally and personally. I am excited about the opportunity to bring my expertise and passion for customer success to your team.

My education has provided me with a strong foundation in brand management, which has equipped me with the skills necessary to sell and provide exceptional support for the products I am responsible for. I have a BCom in Strategic Brand Management from Vega School and a Higher Certificate in Brand Building Practice from the same institution.