Hi, I’m
Jabulile Masango
Pretoria
Summary
Purpose-driven Salesforce professional dedicated to leveraging technology for streamlining workflows, automating processes, and delivering measurable impact. Proven expertise in business management, e-commerce operations, and customer success, with a strong track record of improving response times, enhancing operational efficiency, and boosting customer satisfaction. A unique blend of technical proficiency and business insight complements a customer-centric focus, committed to driving growth, supporting teams, and creating lasting value through innovative technology solutions.
Overview
4
years of professional experience
1
Certification
Work History
Capeforce.org
Salesforce Specialist Trainee
06.2025 - Current
Job overview
- Executed Sales Cloud and Service Cloud projects, simulating comprehensive CRM deployments.
- Collaborated with cross-functional teams to streamline operational processes and enhance service delivery.
- Leveraged Salesforce tools to resolve business challenges and strengthen data integrity.
- Created custom reports and dashboards for tracking sales and service performance metrics.
University of South Africa (UNISA)
E-commerce & Retail Assistant
03.2024 - 07.2024
Job overview
- Managed end-to-end online shop operations, coordinating over 150 product uploads and dispatch processes for timely delivery.
- Crafted compelling product descriptions that supported marketing campaigns and drove sales growth initiatives.
- Delivered exceptional customer service by processing transactions and resolving inquiries, achieving a high satisfaction rate.
- Maintained inventory integrity through rigorous verification of incoming goods and quality checks, minimizing stock discrepancies.
- Oversaw coordination of dispatch operations, ensuring on-time delivery for all customer orders.
Youth Employment Service (YES) South Africa
Customer Experience & Operations Intern
09.2023 - 02.2024
Job overview
- Resolved over 50 multi-channel queries weekly, decreasing average customer response time.
- Conducted platform testing and bug resolution to ensure system stability.
- Led digital onboarding processes for new clients, promoting seamless transitions.
- Analyzed customer data to identify trends, resulting in enhanced customer experience.
Topleads
Customer Success Associate
01.2022 - 06.2022
Job overview
- Contributed to an increase in client satisfaction through effective engagement and retention strategies.
- Facilitated onboarding and relationship management, resulting in faster client adoption.
- Streamlined lead generation operations, enhancing outreach processes for startups.
- Developed expertise in copywriting, lead generation, and digital marketing to support business growth initiatives.
Education
University of South Africa (UNISA)Pretoria
Bachelor of Commerce Honours from Business Management
01-2024
University Overview
- Research Project: The impact of innovative capabilities and digital marketing practices on the growth and sustainability of small, medium-sized and micro enterprises in South Africa
University of PretoriaPretoria
Bachelor of Commerce from Supply Chain Management
01-2021
Skills
Salesforce CRM: Data Management, Reports & Dashboards, Workflow Automation, Flows, Email-to-Case, Case Management
Platforms: WooCommerce, Google Analytics, Cloud-based Business Solutions
Business & Operations: Customer Success, E-commerce Operations, Data Analysis, Process Improvement, Project Management
Soft Skills: Problem Solving, Adaptability, Global Communication, Team Collaboration
Certification
- Salesforce Certified Platform Administrator (2025)
- Salesforce Certified Platform Foundations (2025)
- Entrepreneurship Development Programme, Investec Startup School (2025)
- FASSET Programme with NYDA and Tshimologong (2025)
Languages
English
IsiZulu
Timeline
Salesforce Specialist Trainee
Capeforce.org
06.2025 - Current
E-commerce & Retail Assistant
University of South Africa (UNISA)
03.2024 - 07.2024
Customer Experience & Operations Intern
Youth Employment Service (YES) South Africa
09.2023 - 02.2024
Customer Success Associate
Topleads
01.2022 - 06.2022
University of South Africa (UNISA)
Bachelor of Commerce Honours from Business Management
University of Pretoria
Bachelor of Commerce from Supply Chain Management
Projects
Velo Bikes CRM implementation | Capeforce (2025)
- Designed Sales Cloud processes with custom lead and opportunity record types
- Created product catalog, price books, and roll-up summary fields to improve sales visibility
- Automated customer survey workflows and scheduled service visits reduce admin effort
- Implemented email-to-case with support queues, cutting manual case handling significantly
Volunteer Experience
Assistant Teacher (Mamelodi Initiative) – Pretoria
Delivered study strategies and leadership workshops for learners