Gifta Mandlakazi
Service Orientated Sales Executive
Sandton
Summary
An accomplished leader with over 10 years of experience in IT account Management and 15 years in IT Services Delivery Management and IT project implementation in the IT Industry, driving global strategies and customer Satisfaction. Experienced IT Account Manager with a proven track record of success in driving business growth and delivering exceptional client satisfaction. Possessing over 20 years of experience in the IT industry, I have developed a deep understanding of client needs, industry trends, and market dynamics. Skilled in building and nurturing long-term relationships with key stakeholders, I excel in developing and executing strategic account plans, consistently exceeding sales targets, and driving profitability. A results-oriented professional with a collaborative leadership style, I thrive in fast-paced and deadline-driven environments. With a strong technical background and the ability to communicate complex concepts effectively, I am adept at bridging the gap between technical teams and business stakeholders, ensuring tailored solutions and excellent customer service.
Overview
23
23
years of professional experience
6
6
Languages
Work History
Data and AI Software Account Lead
IBM
08.2020 - Current
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Established performance and service goals and held associates accountable for individual performance.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Discussed financial options with clients and provided informed suggestions.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Worked with clients to provide competitive commercial banking solutions and retail financing plans.
- Developed and maintained strong knowledge of multiple IBM Data and AI Software products and varying levels of benefits within each product.
- Targeted accounts at senior and executive levels and secured funding for future initiatives.
- Created and implemented strategic trading approaches.
- Networked to identify potential new clients and expand geographic territories.
- Developed advanced product knowledge to share current information while generating and delivering products quotes.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Worked with clients and finance companies to find optimal solutions accoroding to C-Levels KPI.
- Educated and worked with clients on ROI terms to find accurate solutions.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Prepared contracts and related documentation according to governance standards
- Liaised with customers and funding sources to identify and remove roadblocks to business funding.
Services Account Executive
Oracle Corporation
10.2015 - 08.2020
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Prepared additional quotes for current clients to upsell products and services.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Leveraged CRM to collect, organize, and manage sales data and customer information.
- Conducted integrated sales presentations to illustrate value of product or service and tailor call-to-action.
- Created and executed account strategies to translate organizational goals into client activities.
- Designed program and maintenance plans to monitor product inventories.
- Gathered information from clients to secure accounts, verify payment and identify special requirements.
- Distributed marketing materials to existing and prospective clients to promote products and services.
- Gained understanding of goals, objectives and processes to meet client business needs.
- Stayed up-to-date on emerging industry and product standards and trends to revitalize accounts.
- Researched competitive landscape and emerging technologies to position brand in global marketplace.
- Prepared forecasts to gain understanding of measures needed to grow business.
- Applied needs-based analysis to assess current satisfaction and importance of various product features to customers.
- Attended networking events to build relationships and identify sales opportunities.
- Executed successful sales strategies to convert leads into customers.
- Collaborated with internal teams to develop account strategy.
- Built relationships with customers and community to establish long-term business growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Suggested additional services to customers in order to meet upsell goals.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Developed estimates by costing materials, supplies, and labor.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Documented problems and corrective actions to maintain records.
Transition Manager
Telkom Business
04.2013 - 04.2015
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Managed internal and external client-facing relationships through transitional periods.
- Partnered with business teams to understand needs and mitigate potential problems.
- Identified impacted parties, business partners and resources required for planned changes.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Designed processes and systems supporting business needs before, during and after transitions.
- Led teams of analysts to evaluate, plan and execute projects.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Developed solutions to address complex issues and operational gaps.
- Built support for change throughout business unit through direct outreach strategies.
- Assessed and analyzed customer requirements to develop effective IT project plans.
- Generated reports for IT project progress and performance.
- Monitored and tracked project progress to support timely completion.
- Partnered with project team members to identify and quickly address problems.
- Led cross-functional teams to successfully complete IT projects.
- Wrote, updated and maintained project documentation.
- Trained personnel on use of IT tools and applications.
- Managed various IT projects to meet deadlines and customer requirements.
- Developed and introduced IT strategies to improve operational efficiency.
- Implemented best practices to drive quality IT project delivery.
- Negotiated and managed project budgets to meet goals.
- Conducted quality assurance to verify accuracy of data used in IT projects.
- Established and enforced project timelines and deadlines.
- Updated customers and senior leaders on progress and roadblocks.
- Devised test plans to validate accuracy of IT projects.
- Communicated project updates to stakeholders at all levels.
- Identified and implemented cost-saving measures in IT projects.
- Resolved staff conflicts and identified potential areas of improvement.
- Created and implemented contingency plans to address potential risks.
- Coordinated with external vendors to deliver IT project components.
Business Development Manager
Telkom SA – Cybernest
11.2011 - 03.2013
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Generated new business with marketing initiatives and strategic plans.
- Compiled product and customer data to generate informed profit projections.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Represented company and promoted products at conferences and industry events.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Implemented systems and procedures to increase sales.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Facilitated business by implementing practical networking techniques.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Built relationships with customers and community to establish long-term business growth.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
Account Executive Manager
Siemens IT Solution and Services
06.2009 - 10.2011
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Implemented systems and procedures to increase sales.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Technical Account Manager\ Service Delivery Manager
Microsoft South Africa
10.2006 - 05.2009
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Planned and managed full Microsoft Products implementation project lifecycles, from conception through final completion.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Coordinated and led internal and external site team meetings.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Contributed to internal and external account reviews.
- Managed third-party contracts to drive delivery of required services.
- Coordinated new hire recruitment, training and development.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Facilitated completion of deliveries and verified documentation.
Service Delivery Manager
Business Connection (BCX)
08.2005 - 09.2006
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Contributed to internal and external account reviews.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated new hire recruitment, training and development.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Supervised operations of 24-hour customer service desk staffed by [Number] team members.
- Facilitated completion of deliveries and verified documentation.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Managed third-party contracts to drive delivery of required services.
- Planned and managed fulll ERP project lifecycles, from conception through final completion.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Coordinated and led internal and external site team meetings.
System Engineer
Siemens Business Services
12.2001 - 07.2005
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Assisted employees with resolving network problems at remote locations.
- Developed IT policies to comply with applicable laws.
- Managed key information technology and compliance programs for proactive risk management.
- Compiled, processed, and analyzed test data and results to improve product quality.
- Compiled data and generated graphs to interpret results and suggest key operational improvements.
- Spearheaded compliance efforts and developed best practices to drive continual process improvements.
- Analyzed security logs to determine and alleviate network threats.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Checked for accuracy and functionality during implementation of new systems.
- Researched software and systems products to determine purchase recommendations.
- Automated data collection activities to increase productivity.
- Integrated database and backup servers into enterprise systems.
- Improved and deployed billing automation, accounting and real-time reporting and analytics capabilities.
- Documented system configuration, mapping and processes.
- Delivered helpdesk service and support to customers.
- Conducted end-user reviews for modified and new systems.
Unix Administrator
The Courier and Freight Group (CFG)
01.2001 - 11.2001
- Researched and recommended new technologies and strategies for improving system performance.
- Monitored networks and network devices to resolve technical problems quickly.
- Developed and documented network policies, procedures and standards.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Performed network security design and integration duties.
- Devised scripts and automation tools to improve system efficiency.
- Led server infrastructure development, quality assurance, staging and production systems.
Education
Bachelor of Science - BCOM -Risk
Regent Business School
Johannesburg 04.2001 -
No Degree - Prince 2
Torque-IT
Johannesburg 04.2001 -
No Degree - ITIL Foundation
Torque-IT
04.2001 -
No Degree - MCSE And MCSA
Torque -IT
Johannesburg 04.2001 -
High School Diploma -
Pretoria High School For Girls
Pretoria 04.2001 -
Skills
CRM Proficiency
Performance Tracking
Service Estimates
Computer Skills
Customer Retention
Documentation and Reporting
Customer Service
Excellent Communication
Handling Customer Complaints
Data Processing
Sales Expertise
Customer Relationship Management
Product Training
Attention to Detail
Records Maintenance
Account Management
Multitasking and Organization
Team Collaboration
Complaint Resolution
Client Rapport
Listening Skills
Performance Goals
CRM Software
Technical Support
Service Recommendations
Career Chronology
- Oracle Corporation, Account Executive, 10/01/15 - 08/15/20
- Telkom Business, Transition Manager, 04/13 - 04/15
- Telkom SA - Cybernest, Business Development Manager, 11/11 - 03/13
- Siemens IT Solution and Services, Account Executive Manager, 06/09 - 10/11
- Microsoft South Africa, Technical Account Manager/Service Delivery Manager, 10/06 - 05/09
- Business Connection (BCX), Service Delivery Manager, 08/05 - 09/06
- Siemens Business Services, System Engineer, 12/01 - 07/05
- The Courier and Freight Group (CFG), Unix Administrator, 01/01 - 11/01
Ee Aa
Black
Qualifications Education
- Current, Regent business school, B.Com (2 nd year, completion 2024)
- 2001, Torque IT, MCSE 2000
- 2002, Torque IT, MCSA 2000
- 2003, Torque IT, MCSA Messaging
- 2006, Foster Mellier, ITIL Foundation V2
- 2009, Pink Elephant, ITIL Foundation V3
- 2015, Torque IT, Prince 2
Personal Information
- Date of Birth: 11/09/76
- Gender: Female
- Nationality: South African
Timeline
Data and AI Software Account Lead
IBM
08.2020 - Current
Services Account Executive
Oracle Corporation
10.2015 - 08.2020
Transition Manager
Telkom Business
04.2013 - 04.2015
Business Development Manager
Telkom SA – Cybernest
11.2011 - 03.2013
Account Executive Manager
Siemens IT Solution and Services
06.2009 - 10.2011
Technical Account Manager\ Service Delivery Manager
Microsoft South Africa
10.2006 - 05.2009
Service Delivery Manager
Business Connection (BCX)
08.2005 - 09.2006
System Engineer
Siemens Business Services
12.2001 - 07.2005
Bachelor of Science - BCOM -Risk
Regent Business School
04.2001 -
No Degree - Prince 2
Torque-IT
04.2001 -
No Degree - ITIL Foundation
Torque-IT
04.2001 -
No Degree - MCSE And MCSA
Torque -IT
04.2001 -
High School Diploma -
Pretoria High School For Girls
04.2001 -
Unix Administrator
The Courier and Freight Group (CFG)
01.2001 - 11.2001