Mainza Muleya
Johannesburg
Summary
Motivated and customer-focused SaaS Customer Success Associate with excellent problem-solving & communication skills, looking to apply knowledge of customer success best practices to a company's operations and maximize prosperity. Aiming to leverage strong organizational, analytical & negotiation abilities to help a business achieve long-term success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Associate Manager
All For One Media & Be Top Local
06.2022 - 09.2023
- Resolving problems, improving operations, and providing exceptional service to clients enrolled in the program, prioritizing client satisfaction and retention.
- Managing client onboarding, training, and launch of marketing campaigns, ensuring timely execution and successful implementation.
- Conducting weekly live question and answer sessions and CRM trainings with clients, providing ongoing support and guidance.
- Answering client email tickets and returning client calls promptly within the same business day, ensuring effective communication and responsiveness.
- Scheduling various client calls, including welcome calls, kick-off calls, and weekly campaign check-in calls, facilitating communication and progress tracking.
- Assisting with campaign builds and reviews for the Fulfillment team, ensuring the accuracy and effectiveness of client campaigns.
- Building long-term and valuable client relationships, reviewing success metrics, reducing churn, and facilitating contract renewals to ensure client retention and satisfaction.
- Facilitating the offboarding process, conducting offboarding interviews, and liaising with the Marketing & Sales team for user insights, while also building and implementing client success SOPs and mapping client success journeys to optimize client experience and remove friction points.
- Managed a portfolio of key accounts, ensuring consistent communication and support throughout the customer lifecycle.
- Conducted regular reviews of account performance, identifying areas for improvement and recommending strategic action plans.
- Managed approximately 30 client tickets, emails, voicemails and text messages per day from clients.
Global Recruiter
eTeacher Group
10.2021 - 05.2022
- Coordinate and assist with recruitment and selection processes with candidates from different parts of the world.
- Pre-screened resumes before sending them to corporate hiring managers for consideration.
- Preparing job descriptions, posting adverts, and managing the application process.
- Conduct relevant background checks for candidates.
- Facilitate employee pre-boarding onboarding process for all new recruitments.
- Assist to develop and implement employee engagement systems and strategies to promote effective communication between management and employees.
- Conduct regular engagement with employees to explain company policies and procedures, address issues timely, and report to management all unresolved ones.
- Recommend changes to systems and procedures to improve efficiency of departments.
- Maintained contact with departmental and other line managers on matters concerning core HR functions and services.
- Completed human resource operational requirements by scheduling and assigning employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Coordinated implementation of people-related services, policies, and programs through departmental staff.
- Partnered with HR Manager to ascertain hiring needs and subsequently provide candidate recommendations.
- Oversaw HR needs for 50-employee operations across various locations
- Worked with various HR software systems.
- Partnered with line Managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Expanded global talent pool by implementing innovative sourcing strategies and leveraging social media platforms.
Recruitment & Customer Services Consultant
Ilanga Outsourcing
05.2019 - 08.2021
- .Operated and maintained applicant tracking and candidate management systems.
- Verified applicant references and employment details.
- Coordinated incoming job requisitions and applications.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Developed lists of qualified candidates for corporate hiring managers.
- Explained human resources policies, procedures, laws, standards, and regulations to each employee.
- Developed new business relationships and maintained a network of client companies through business development calls, client visits, and entertainment events.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Recruited top talent to maximize profitability.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Coordinated activities of the human resources team, distributing resources and personnel effectively across the organization to meet HR needs.
- Created organizational filing systems for records, correspondence, and meetings.
- Facilitated formal disciplinary hearings and mediated matters between employees and employers.
- Attended to all payroll-related queries and industrial-related matters efficiently and effectively.
Researcher / HR Administrator
Advtech Resourcing
01.2019 - 05.2019
- Identify, attract, and shortlist candidates for the recruitment process to fulfill the requirements of the job description.
- Research, identify, and attract candidates using all appropriate methods to satisfy job requirements.
- Write, place, and update adverts in line with company procedures.
- Monitor responses/applications received and make sure that candidates' applications are processed efficiently.
- Qualify, shortlist, and present suitable candidates against defined job vacancies.
- Assist in the recruitment and selection processes by effectively liaising with the candidates and internal teams Initiate, manage, and develop candidate relationships.
- Identify and progress leads as required.
- Proactively and consistently strive to identify new candidates and client opportunities.
- Provide general administrative support to the recruitment function.
- Provide support to ensure that the candidates and clients always receive a professional and comprehensive recruitment service.
- Comply with company management systems, payroll and billing policies, and procedures including accurate database management.
- Always seek and professionally provide feedback.
Recruitment & Customer Services Assistant
Ilanga Outsourcing
04.2018 - 12.2018
- Draft, distribute, and manage all internal and external vacancy adverts.
- Uploading adverts onto Pnet, Career Junction, and LinkedIn as well as organizing newspaper advertising Screening of all internal and external applicant CVs, and short-listing those CVs that meet the minimum requirements.
- Conduct interviews with the HR Manager and advise on which candidate would be best suited for the position.
- Ensure that all certificates, references, and checks are done for the successful candidates.
- Ensure all vacancies are filled with suitable candidates within the allocated time frames.
- Maintain an active and organized database of applicants for various positions.
- Compile weekly and monthly Recruitment reports to check the progress of vacancies.
- Assist the Payroll department with payroll administration
- Create and manage invoices for inventory for the company Manage Debtors and Creditors of the company and follow up on all payments from clients.
- Provide customer care duties to company clients and assist with any queries Provide administrative support to Operations, HR, and Sales departments.
- Verified applicant references and employment details.
- Operated and maintained applicant tracking and candidate management systems.
Recruitment Assistant
S2 Business Assist
03.2017 - 02.2018
- Supported hiring managers in identifying top talent through thorough resume screening and insightful candidate assessments.
- Performing in-person and phone interviews with candidates.
- Administering appropriate company assessments.
- Performing MIE reference and background checks.
- Coordinating interviews with hiring managers.
- Following up on the interview process status with potential employees and managers.
- Maintaining relationships with both internal and external clients to ensure staffing goals are achieved.
- Enhanced candidate experience by streamlining the recruitment process and effectively communicating with all parties involved.
Administrative Assistant
S2 Business Assist
11.2016 - 03.2017
- Handle administrative requests from senior managers.
- Organize and schedule appointments with admin software.
- Planning meetings and taking detailed minutes.
- Compiling and typing weekly reports using MS Office for the company's different clients.
- Develop and maintain a filing system.
- Liaise with other admin staff to handle requests and queries from senior managers.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
Dining Room Supervisor
Cyberview Resort and Spa
03.2014 - 11.2014
- Monitoring servers and directing traffic in and out of the restaurant.
- Ensuring that customers are served, and tables are cleared as quickly as possible.
- Stock service stations report any misconduct of employees to management.
Education
BBA - Business Administration
Nilai University
Nilai, Malaysia2015
National Senior Certificate -
Blues Hills College
Midrand, South Africa2010
Skills
- Go High Level
- Asana
- Mondaycom
- Microsoft 365
- Google Work Space
- Freshdesk
- Click Up
- Loom
- Zoom
- Twilio
- Meta Business Suite
- Zapier
- Slack
- Asana
- Canva
Certification
Customer Success U : Customer Success Master Class 2024
Skills
· Core Digital Marketing knowledge
· Client relationship building
· CRM software expertise
· Coaching, training, and presentations
· Effective communication skills
· Strategic and critical thinking skills
· Advanced technical abilities
· Strong organizational skills with the ability to multi-task
· Live chat support
· Flexible and adaptable
· Escalation management
· Remote working
· Upselling strategies
Timeline
Customer Success Associate Manager
All For One Media & Be Top Local
06.2022 - 09.2023
Global Recruiter
eTeacher Group
10.2021 - 05.2022
Recruitment & Customer Services Consultant
Ilanga Outsourcing
05.2019 - 08.2021
Researcher / HR Administrator
Advtech Resourcing
01.2019 - 05.2019
Recruitment & Customer Services Assistant
Ilanga Outsourcing
04.2018 - 12.2018
Recruitment Assistant
S2 Business Assist
03.2017 - 02.2018
Administrative Assistant
S2 Business Assist
11.2016 - 03.2017
Dining Room Supervisor
Cyberview Resort and Spa
03.2014 - 11.2014
BBA - Business Administration
Nilai University
National Senior Certificate -
Blues Hills College
Customer Success U : Customer Success Master Class 2024
Similar Profiles
Celia JonesCelia Jones
CLIENT SUCCESS MANAGER at Be Top LocalCLIENT SUCCESS MANAGER at Be Top Local
Jonathan BlazevicJonathan Blazevic
COO at Top Source MediaCOO at Top Source Media
OSOBA OLUWABUNMIOSOBA OLUWABUNMI
General Manager at Delbun Media Limited And Top Rock EntertainmentGeneral Manager at Delbun Media Limited And Top Rock Entertainment