Reading, Bird watching
AUDREY P.S MBELE
Customer Operations Manager
Ferndale,GP
Summary
Results-driven Customer Operations Manager with 10+ years of experience leading end-to-end service delivery, customer operations, and vendor-managed service environments. Proven ability to optimise operational workflows, manage complex service ecosystems, and enhance customer experience through streamlined processes and effective communication strategies. Experienced in managing repair and service lifecycles, coordinating cross-functional teams, and driving SLA performance across large-scale enterprise accounts. Strong track record in reducing turnaround times, improving service visibility, and implementing data-driven improvements that enhance customer satisfaction and reduce operational friction. A commercially astute leader with deep expertise in stakeholder engagement, vendor performance management, and continuous process optimisation aligned to customer-centric strategies.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Customer Operations Manager
Lexmark International
01.2023 - Current
- Lead the end-to-end delivery of Managed Print Services across enterprise clients, managing complex service operations with a strong focus on service lifecycle management, vendor coordination, and customer communication.
- Key Responsibilities & Achievements:
- Oversee the full service lifecycle (deployment, maintenance, repair, and optimisation) for large-scale device fleets, ensuring SLA adherence and minimal service disruption.
- Coordinate with vendors, OEM partners, logistics teams, and onsite technicians to streamline repair workflows and reduce turnaround times.
- Manage customer communication across service events, ensuring timely updates, transparency, and reduced inbound queries through proactive engagement.
- Monitor service performance metrics including repair cycle times, device uptime, repeat incidents, and customer satisfaction, driving continuous improvement initiatives.
- Identify operational bottlenecks and implement process improvements that enhance service efficiency and customer experience.
- Act as escalation point for high-impact service issues, leading cross-functional resolution and ensuring consistent customer communication throughout.
- Lead monthly and quarterly business reviews, presenting service insights, trends, and improvement plans to client stakeholders.
- Drive standardisation of service processes, documentation, and reporting across accounts to improve visibility and consistency.
- Manage vendor performance, ensuring contractual compliance and accountability against SLAs and service quality metrics.
- Delivered cost-saving initiatives exceeding 500K through service optimisation, improved inventory planning, and efficient resource utilisation.
- Led onboarding and transition of new service contracts, ensuring seamless integration and clear communication frameworks from go-live.
Senior Sales Support – Managed Print Services
GreenOffice
01.2011 - 01.2023
- Supported the operational and commercial management of managed service accounts, with a strong focus on customer engagement, service coordination, and process efficiency.
- Key Responsibilities & Achievements:
- Managed customer relationships and ensured consistent communication across service delivery, billing, and account changes.
- Supported coordination of service requests, repairs, and escalations between customers, technical teams, and suppliers.
- Ensured accurate contract execution, billing alignment, and SLA adherence across managed service accounts.
- Partnered with sales and operations teams to design service solutions aligned to customer needs and operational feasibility.
- Proactively engaged customers to improve service understanding, reduce complaints, and enhance satisfaction.
- Assisted in identifying service inefficiencies and contributed to process improvements that enhanced turnaround times and service delivery.
- Supported reporting on account performance, customer issues, and service trends to inform decision-making.
- Contributed to revenue growth (30% GP annually) through upselling, cross-selling, and commercially sound pricing strategies.
Education
Postgraduate Diploma - Business Management
01-2024
Bachelor of Business Administration - Marketing Management
01-2007
Skills
End-to-End Service & Repairs Lifecycle Management
Customer Journey & Transactional Communication Optimisation
SLA Governance & Service Performance Management
Vendor & OEM Partner Management
Customer Escalation & Issue Resolution
Workflow Standardisation & Process Improvement
Data Analysis, Reporting & Performance Insights
Cross-Functional Collaboration (Ops, Tech, CX, Logistics)
CRM & Service Management Systems
Customer Experience Strategy Execution
Accomplishments
- Successfully led multiple service transitions with zero disruption, ensuring strong communication frameworks and high customer satisfaction.
- Reduced service costs and improved efficiency through optimisation of service workflows and consumables management.
- Acted as a key escalation lead, resolving complex customer issues through cross-functional coordination and root cause analysis.
- Played a critical role in pre-sales solutioning, ensuring operational readiness and sustainable service delivery models.
Interests
Timeline
Customer Operations Manager - Lexmark International
01.2023 - Current
Senior Sales Support – Managed Print Services - GreenOffice
01.2011 - 01.2023
IMM Graduate School of Marketing - Bachelor of Business Administration, Marketing Management
Mancosa - Postgraduate Diploma, Business Management
ADDITIONAL EXPERIENCE
Earlier roles in sales, telesales coordination, and customer service, building a strong foundation in customer engagement, communication, and operational support.