Rebecca Nkoko

Results-driven Sales & Operations Executive with 15+ years of leadership experience across automotive, insurance, and customer service sectors. Proven expertise in building and scaling startup operations, driving sustainable revenue growth, and leading high-performing teams across both B2B and B2C markets. Recognised for aligning commercial strategy with operational execution to accelerate profitability, optimise performance, and enhance customer experience.

Strong track record in business development, strategic partnerships, revenue optimisation, and data-driven decision-making in competitive and evolving environments. A transformational leader who builds scalable systems, strengthens governance, and delivers measurable business outcomes.

Head of Sales & strategic partnerships at The Car Intersection (2025-04 – Present) • Lead commercial and operational strategy for a growing automotive startup.

• Designed and implemented revenue growth strategies across B2B and B2C segments.
• Built foundational operational frameworks to support business scale and sustainability.
• Streamlined workflows, improving turnaround times and service delivery efficiency.
• Established strategic partnerships with suppliers, financiers, and corporate stakeholders.
• Introduced KPI dashboards and performance tracking systems to improve profitability visibility.
• Enhanced the end-to-end customer journey, increasing repeat business and brand loyalty.

Senior Operations

Manager / Team Manager (VAPS) at Discovery Insure (2021-07 – 2025-03) • Appointed during the startup phase of the VAPS division, contributing to business unit establishment and scaling.

• Built and embedded operational processes, governance standards, and performance management systems.
• Increased team productivity by 120% through structured coaching and accountability frameworks.
• Exceeded sales targets by 110% within 8 months through strategic sales optimisation.
• Improved client retention by 60% through enhanced engagement and lifecycle management strategies.
• Developed forecasting models aligning operational delivery with budget and revenue targets.
• Strengthened compliance adherence while scaling performance in a high-growth environment. Retentions / New Business Manager at Ignition Group (2018-08 – 2021-06) • Led revenue protection and new business growth initiatives.
• Improved policy renewals and client satisfaction through structured retention strategies.
• Developed and implemented SOPs that enhanced operational efficiency and service quality.
• Drove team performance improvements through coaching, KPI management, and accountability systems.

Retentions Team

Leader at Ignition Group (2016-06 – 2018-07) • Improved client loyalty by 75% through targeted retention strategies.

• Managed escalations and complex client interactions while ensuring compliance.
• Monitored KPIs and implemented performance improvement plans.

Policy

Administrator at Ignition Group (2015-02 – 2016-05) • Managed policy amendments and client queries with improved response turnaround.

• Optimised internal processes to enhance service delivery efficiency.
• Maintained compliance with insurance regulations and internal governance frameworks.

Call Centre

Consultant (Second-in-Charge) at Electronic Tolling Collection (2013-05 – 2014-11) • Developed escalation protocols improving issue resolution efficiency.

• Supported team leaders in daily operations and performance monitoring.
• Enhanced customer experience through effective problem resolution.

Call Centre

Consultant & Acting Team Leader at Vodacom (2006-05 – 2008-01) • Led performance meetings and ensured operational readiness.

• Boosted service metrics by 45% during tenure as acting team leader.
• Coached and supported agents to improve productivity and customer satisfaction.

Switchboard

Operator / Customer Care at Shoprite Checkers (2004-06 – 2005-09) • Managed switchboard operations and administrative coordination.

• Strengthened customer engagement through professional service delivery.
• Contributed to improved customer satisfaction through efficient call handling.

BCom in Marketing Management – Mancosa

Higher Certificate in Human Resources Management – Damelin