Summary
Overview
Work History
Education
Skills
Timeline
Generic
Malose Mabusela

Malose Mabusela

Regional Account Manager
Mpumalanga

Summary

At MTN, I spearheaded innovative sales and customer service strategies, leading to significant market share expansion and enhanced client satisfaction. Skilled in negotiating and relationship-building, I successfully met targets by leveraging industry trends and collaborative teamwork. My approach combines technical proficiency with exceptional interpersonal skills, ensuring both operational excellence and strong customer loyalty.

Overview

21
21
years of professional experience

Work History

Regional Account Manager

MTN
01.2019 - Current
  • Liaised between parent company and independent distributors.
  • Renegotiated contracts with expiring accounts to continue relationships with current company clients.
  • Collaborated with sales team to develop innovative strategies for prospecting new clients and expanding market share.
  • Increased revenue by identifying growth opportunities within existing accounts and cross-selling additional products or services.
  • Negotiated favorable contract terms for both the company and clients while maintaining a focus on mutual benefits.
  • Developed robust sales pipelines by networking at industry events, actively pursuing leads, and nurturing professional connections.
  • Mentored junior account managers on best practices in relationship-building, negotiation techniques, and closing deals.
  • Achieved regional sales targets by developing strategic plans and executing effective account management practices.
  • Provided exceptional customer service, leading to increased client retention rates and long-term partnerships.
  • Generated leads through networking, cold calls and industry connections.

  • Negotiated prices, terms of sales and service agreements.
  • Informed customers of promotions to increase sales productivity and volume.
  • Contributed to team objectives in fast-paced environment.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Met existing customers to review current services and expand sales opportunities.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Built diverse and consistent sales portfolio.

Service Manager

MTN
03.2016 - 12.2018
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Monitored service staff performance and provided feedback for improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Analyzed service reports to identify areas of improvement.
  • Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
  • Met with customers to discuss service needs and offer available solutions.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
  • Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
  • Implemented customer feedback system to gather insights and identify areas for service improvement.
  • Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Implemented strategies to increase customer service satisfaction ratings.

Support Technician

MTN
01.2009 - 02.2016
  • Configured hardware, devices, and software to set up work stations for employees.
  • Trained junior technicians to improve their technical skills and increase overall team productivity.
  • Completed inventory counts and organized supplies.
  • Walked individuals through basic troubleshooting tasks.
  • Secured network infrastructure through implementation of updated security protocols, mitigating risk of data breaches or cyberattacks.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Streamlined troubleshooting processes for increased efficiency and reduced downtime.
  • Supported remote employees by setting up virtual desktop environments and providing necessary access to company resources, ensuring seamless integration into the workplace.
  • Performed root cause analysis on complex technical problems, developing long-term solutions that improved system stability.
  • Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
  • Contributed to the development of internal tools for monitoring system health, increasing visibility into potential areas of concern.
  • Responded to telephone, email and in-person inquiries regarding Item operation, use and repair.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Ops Specialist

Telkom SA
01.2006 - 12.2008
  • Restructured customer service process, ensuring quicker response times.
  • Overseeing and managing operations related to Telkom’s international services, ensuring seamless delivery and support to global customers.
  • Act as the primary point of contact for international customers, addressing queries and resolving issues.
  • Ensure timely and efficient service delivery in line with service level agreement.
  • Collaborate with international teams to ensure customer requirements are met.
  • Monitor network performance and address disruption affecting international customers.
  • Ensure compliance with global telecommunications standards and regulations.
  • Analyse operational processes and identify areas for improvement.
  • Track and report on performance metrics, such as uptime, response time and customer satisfaction.
  • Handle escalated customer issues, coordinate with cross-functional teams to ensure resolution.

Technical Support Officer

Telkom SA
04.2004 - 01.2006
  • Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
  • Improved customer satisfaction by resolving technical issues in a timely manner.
  • Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
  • Provided comprehensive support for various software and hardware, enhancing overall user experience.
  • Install and splice fiber optic cables, ensuring accurate connection and minimal signal loss.
  • Perform end to end testing using OTDR.
  • Conduct site surveys and feasibility assessments for new installations.
  • Handle repairs, upgrades, and maintenance of existing fiber networks.
  • Install, align, and configure microwave transmission equipment, including antennas and radios.
  • Create reports on system performance, downtime, and customer feedback.
  • Keep inventory of tools, spare parts, and equipment.

Education

Master's In Information Technology ICT Management - Information Science

University of Pretoria
Pretoria

Post-Graduate Diploma - Post Graduate Diploma in IT Management

MANCOSA
Gauteng
12.2021

BCOM IT Management - BCOM IT Management

MANCOSA
Gauteng
12.2020

Service Offerings And Agreements - SOA

Quintica
Gauteng
03.2017

Certificate Of Technical Studies - CCNA Voice

Torque IT
Gauteng
03.2012

Certificate - ITIL V.3

Torque IT
Gauteng
03.2011

Certificate - CCNA Routing

Torque IT
Gauteng
03.2010

Diploma - Electrical Engineering Light Current

Tshwane South College (FET)
Gauteng
04.2004

Skills

Conduct door-to-door sales to identify and engage potential customers

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Timeline

Regional Account Manager

MTN
01.2019 - Current

Service Manager

MTN
03.2016 - 12.2018

Support Technician

MTN
01.2009 - 02.2016

Ops Specialist

Telkom SA
01.2006 - 12.2008

Technical Support Officer

Telkom SA
04.2004 - 01.2006

Master's In Information Technology ICT Management - Information Science

University of Pretoria

Post-Graduate Diploma - Post Graduate Diploma in IT Management

MANCOSA

BCOM IT Management - BCOM IT Management

MANCOSA

Service Offerings And Agreements - SOA

Quintica

Certificate Of Technical Studies - CCNA Voice

Torque IT

Certificate - ITIL V.3

Torque IT

Certificate - CCNA Routing

Torque IT

Diploma - Electrical Engineering Light Current

Tshwane South College (FET)

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Malose MabuselaRegional Account Manager