Cornelia (Lia) Garrett

• Onboarding of approximately 4 new customers a month, and continued development of a portfolio of 76 existing customers.
• Solution Design and Implementation (Project) Management
• Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
• Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
• Train customers on product usage for increased user adoption.
• Collaborated with other departments to meet customer needs and meet project deadlines and SLA's
• Solve product-based root cause problems and liaise closely with R&D and Integration Teams.
• Frontline support on a rotational basis to all Customers. Approximately 50 hours a month.

Project Management

Results driven project Manager with expertise and experience in scoping, implementing and managing projects to ensure timely delivery and successful implementation of desire outcomes as agreed on.
Skilled in stakeholder management (internal and external) scope management and continuous value adding initiatives.

• Project Scoping and timeline management - Scope creep management/control
• Stakeholder communication and management, Training and support
• Meeting facilitation and action item tracking
• Solution roll out and facilitate customer adoption - Change Management
• Customer engagement and health checks
• Continuous iteration and value add to solution during the entire customer journey

Customer Success Manager
Experienced professional providing comprehensive support throughout the customer journey. Skilled in change management, training, mentoring and facilitating communication between internal teams and customers to drive adoption and growth.
Activities:

• Monitoring customer usage, identifying trends and opportunities for further engagement, support and growth.
  Provide training and ongoing support to encourage adoption and maximise utilisation of product and services.

Collaborate with customer and internal product team, conveying customer feature requests and enhancement, contributing to continuous improvement of product and services.
Sales Support Specialist
Dynamic result driven professional with a proven track record in assisting sales team to understand and identify customer requirements. Creating demo solutions and assisting with designing the SOW.
Activities:

• Collaborate with sales team to analyse and understand customer requirements and deliverables, ensuring alignment with the company's offerings.
• Create tailored demo instances showcasing customer-specific solutions, enabling sales team to effectively demo value proposition to prospective customers.

Sectional Title Management - 16 Body Corporates

• Financial Administration - Yearly Budgeting, monthly bookkeeping i.e. all receipting of levy payments, payments of repairs and maintenance of the sectional title block.
• Financial statements up to Trial Balance.
• All EFT payments to be processed per BC every month.
• Yearly AGM's and Budget Meetings. Minutes and Accurate recording of meeting and action points.
• Issuing of fines and managing of all transgressions by residents of BC.
• Monthly site inspections. Project Management - repairs and maintenance of BC.
• Preparing of Yearly Budget, AGM and Audits for each Body Corporate.

Office manager of rental agency.

• All functions of office and staff management.
  Oversee and manage all aspects of rental industry.
• Marketing, budgeting and planning.
• Advertising, concluding contracts, rental administration, deposit administration, receipt and payments of all rental monies less commission deductions, commission calculations and agent payments.
• Oversee all repairs and maintenance of 250 properties, inspections and refund of deposits.
• Financial management (Pastel) until Trial Balance.
• Reporting to owner and Franchise on a monthly and yearly basis.
• Audit preparation and legal compliance of all local applicable legislation - Rental Housing Act, POPI, CPA etc
• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.

• Bookkeeping (Pastel) to Trial Balance, General Administration and Office Management.
• Preparation of job cards and quotes.
• General staff administration and calculation and payments of travel and transport expenses.
• General Office and secretarial duties to streamline operations.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Bought and grew a rental portfolio from 40 to 80 properties in a year.

• Managed day-to-day business operations.
• All aspects of rentals from marketing, contract compliance, Franchise compliance and reporting, advertising, concluding the contract, implementing contract for duration of the contract period, payments to relevant parties i.e. municipal, levies, commission, repairs maintenance and other statutory payments.
• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
• Reporting to clients as well as Franchisee
• Managed financial aspects of the business, including budgeting, and financial reporting.

Managing and supervising a National Rental Portfolio of approximately 400 properties.

• Managed a team of 15 staff and reported and assisted 4 National managers and 80 rental agents.
• Duties covered the daily receipting of rentals, deductions and payments in respect of properties under administration.
• Commission payments to rental agents and monthly Reporting to Regional Managers.
• Budgeting, planning, monitoring, and supporting the complete rental administration life cycle.
• During this time, I assisted in redesigning the complete rental administration process and assisted with the implementation of the process internally.