Malose Mabusela
Account Manager
Johannesburg,GP
Summary
Dynamic Regional Partner Account Manager with MTN Business, recognized for driving revenue growth and enhancing customer satisfaction through strategic relationship building and effective problem-solving. Proven expertise in sales management and operational efficiency, successfully launching products and developing tailored solutions that significantly increased client retention. Strong communicator with a collaborative mindset.
Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
21
21
years of professional experience
Work History
Regional Partner Account Manager
MTN Business
02.2023 - 02.2025
- Improved customer satisfaction rates by addressing concerns promptly and effectively resolving issues.
- Led successful product launches within the region, driving brand awareness and generating sales leads.
- Collaborated with cross-functional teams to ensure seamless integration of products and services across the region.
- Developed tailored solutions for clients'' specific needs, leading to higher customer retention rates.
- Increased regional sales by developing and implementing strategic marketing plans.
- Established strong relationships with key industry partners, boosting company visibility in the market.
- Expanded the company''s regional presence through effective networking and relationship building.
- Organized regional events to showcase company offerings, attracting potential clients and increasing brand visibility.
- Created customized marketing materials to increase product awareness.
- Strong customer relationships and a comprehensive understanding of the clients and their activities.
- Forecasting, gap analysis, planning and pipeline accuracy.
- Meet assigned targets (Weekly Score Cards) for profitable sales volume and strategic objectives in assigned accounts.
- Account profiling; identifying new prospects and new opportunities within existing portfolio.
Regional LE / SME Account Manager
MTN Business
01.2019 - 01.2023
- • Develop and build positive relationships with clients and decision makers.
- • Actively identify and pursue new business opportunities within the public sector, LE and SME segments.
- • Engage with potential clients to introduce and
- • Build a strong pipeline of prospective customers, ensuring consistent growth and achievement of sales targets.
- Managing relationships with key partners in the public and SME sectors.
- Driving sales for MTN's ICT solutions, including fiber, microwave, RBURL, bulk SMS, Microsoft Teams, VoIP, IoT, and machine-to-machine solutions.
- Handling major accounts like Palabora Mining Company, Mbuyelo Coal Mine, Komatsu, Mafube Coal Mine, Manganese Metal Company, Msobo Coal, Exxaro, Cartrack, and Tracker.
- Ensuring effective pipeline management and revenue growth.
- Providing business development support to partners.
Service Manager
MTN Business
03.2016 - 12.2018
- Implemented strategies to increase customer service satisfaction ratings.
- Manage ISP and Mobile customers
- Responsible to manage all processes to provide world class Service Delivery.
- 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.
- Develop service procedures, policies and standards.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Keep accurate records and document customer service actions and discussions.
- Analyze statistics and compile accurate reports.
Support Technician
MTN Business
01.2009 - 02.2016
- Configured hardware, devices, and software to set up work stations for employees.
- Provide first level support for all customers, 3rd party services and joint services as defined by the customer.
- Walked individuals through basic troubleshooting tasks.
- Responsible for resolving client calls (within expertise and defined parameters)
- Secured network infrastructure through implementation of updated security protocols, mitigating risk of data breaches or cyberattacks.
- Completed inventory counts and organized supplies.
Operations Specialist
Telkom South Africa
12.2006 - 12.2008
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
- Maintain the system, provide support, manage faults and compile policies.
- Maintain database. Perform admin duties. Maintain network/service. Receive service orders from International Commercial provide and analyze them.
- Maintenance of all international non-voice services on the Tellabs Network (Martis DXX NMS 8100) 24hours a day to ensure optimum performance and quality up to the last point of equipment (DTE) at customer's premises.
- Advanced company's competitive position by conducting SWOT analysis and aligning operations with strategic goals.
Technical Support Officer
Telkom South Africa
03.2004 - 12.2005
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Installation and maintenance of microwave equipment.
- Worked on indoor and outdoor units.
- Experience on Optic fiber Technology and underground Copper cable
- Rolling out different types of optic fibers like single mode and multimode
- Streamlined ticket resolution process, increasing productivity and reducing average response time.
Education
Master of Science - Masters in Information Science
University of Pretoria
Pretoria, South Africa 04.2001 -
Postgraduate Diploma in IT Management - Information Technology
MANCOSA
Pretoria, South Africa 04.2001 -
BCom IT Management - Information Technology
MANCOSA
Pretoria, South Africa 04.2001 -
Diploma - Electrical, Electronics And Communications Engineering
Tshwane South College
Pretoria 04.2001 -
Skills
Team motivation
Operational efficiency
Brand awareness
Collaborative mindset
Sales management
Revenue growth
Industry expertise
Teamwork and collaboration
Customer service
Problem-solving
Time management
Team leadership
Sales strategy
Decision-making
Client relationship management
Self motivation
Microsoft office proficiency
Effective communication
Organizational skills
Pricing strategy
Customer complaint resolution
Project management
Professionalism
Written communication
Soccer fan and Athletics
As a passionate soccer fan, I've learned to analyze strategies and adapt quickly skills that translate well into decision making in the business environment. Similarly, my experience in athletics has taught me perseverance and goal-setting, which I apply to my professional life.
Timeline
Regional Partner Account Manager
MTN Business
02.2023 - 02.2025
Regional LE / SME Account Manager
MTN Business
01.2019 - 01.2023
Service Manager
MTN Business
03.2016 - 12.2018
Support Technician
MTN Business
01.2009 - 02.2016
Operations Specialist
Telkom South Africa
12.2006 - 12.2008
Technical Support Officer
Telkom South Africa
03.2004 - 12.2005
Master of Science - Masters in Information Science
University of Pretoria
04.2001 -
Postgraduate Diploma in IT Management - Information Technology
MANCOSA
04.2001 -
BCom IT Management - Information Technology
MANCOSA
04.2001 -
Diploma - Electrical, Electronics And Communications Engineering
Tshwane South College
04.2001 -