Maria Nyirenda
Customer Relationship Consultant
Pretoria,GP
Summary
I am an experienced customer service professional who has more than 10 years’ customer service, relationship and stakeholder management experience. I am currently working for Blue Label Telecoms as a Customer Relationship Consultant. I build and maintain existing relationships as a retention strategy, develop and promote the organisation and its various offerings, and market any new developments to existing and potential clients. I was employed at Paycorp (ATM Solutions) as a Client Relations Executive. In this role I was responsible for providing the highest levels of customer service whilst being nominated as a key contact and liaison between the company and its clients.
My duties include conducting site visits, retaining clients, attending to escalated customer queries and complaints as well as identifying potential business development opportunities. Prior to joining Paycorp, Maria was employed at New Dawn Business Centre & Conferencing Solutions where I occupied an Operation Management position. During my tenure at the group I was instrumental in servicing a portfolio of clients whilst leading a team to ensure that company standards were maintained and that all client’s needs were handled effectively and efficiently.
I have experienced in building and maintaining existing relationships, defining and implementing retention strategies as well as managing sales initiatives. I have a passion for dealing with clients and describe myself as a people’s person who enjoys building and maintaining new relationships.
Overview
17
17
years of professional experience
2002
2002
years of post-secondary education
7
7
Certifications
6
6
Languages
Work History
Client Relationship Consultant
Blue Label Telecoms
11.2021 - Current
- Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
- Conduct quality Store visits- build and maintain existing relationships as a retention strategy; developing and promoting the Company and its various offerings, and market any new developments to existing and potential clients.
- Implementing a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships.
- Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
- Monitoring team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
- Work Scheduling and Allocation
- Document Preparation
- Identify potential customers by obtaining information, referrals, and recommendations from existing customers.
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
Client Relationship Executive
Paycorp (ATM Solutions)
11.2016 - 10.2021
- Identifying business development opportunities and perform sales duties.
- Provide customer service and function as a liaison between the company and its clients.
- Conduct departmental administration.
- Resolve general client queries to ensure that clients are satisfied.
- Ensure that all the ATM’s are operating efficiently.
- Ensure that existing company revenue is maintained and increased.
- Manage key client and stakeholder relationships.
- Manage network optimization to increase revenue.
- Building and maintaining relationships and managing sites according to their profitability.
- Obtaining deal approvals and negotiating with respective clients.
- Conduct in-depth investigation and find suitable solutions for a nil transaction site to get ATMs transacting.
- Maintain live base on the network, focus on poor performing merchants while reaching set sales targets.
- On boarding clients to CRM portal and updating/verifying contacts on the portal.
- Focus on all transaction drop sites with transaction drops recorded against it.
- Making security recommendations if the client has an ATM that is cashed by the CIT Providers.
- Undertake corrective measures to resolve key contributing issues to transaction drops within the course of the same month.
- Handling client escalations and educating clients with regard to company policies and procedures.
- Preparing & presenting welcome packs to new clients ensuring risk mitigation & maximising commercial viability of network.
- Handling Saswitch queries where part payments to clients have occurred by obtaining the bank reference number from the clients, liaising with the technical support team to identify whether there are shortages and ensuring that the issues are resolved through settlement.
- Focus on poor performing merchant, maintain live base on the network.
- To ensure that the ATMs are operating optimally and to ensure that the ATM reflects image of the company and its partners.
- Engaging with clients in the field to ensure optimum service delivery while ensuring all reporting is done on time and that reports are accurate.
- To ensure that clients are satisfied and to sustain existing business.
- Reason for leaving: Relocated to Mpumalanga
Operations Manager
New Dawn Business Centre & Conferencing Solution
09.2015 - 10.2016
- Responsible for the success of the business centre and rental Contract Negotiations and retentions.
- Led the team in delivering service to existing and potential clients with the aim to increase centre occupancy and client retention.
- Oversee the centre’s function ensuring company standards are maintained and the client’s needs were managed effectively and efficiently.
- Met and exceeded sales targets and generated customer service revenue.
- Fleet Management, Vehicles bookings and tracking.
- Office and shuttle service product sales.
- Compile monthly sales and client retention reports.
- Monthly profit and loss presentation.
- Client liaison and team management.
- Daily banking and payment allocations.
- Oversee month end billing and invoicing.
- Managed customer services, customer journey and customer renewals.
- Reason for leaving: The company was in the process of closing.
Operations Manager
Regus Management Group
10.2012 - 08.2015
- Branch operations and facilities management.
- Manage product sales and Facilitate contract negotiations.
- Compiled monthly sales and client retention reports.
- Compiled profit and loss presentations.
- Team Management and Allocation of tasks.
- Daily banking and payment allocations.
- Debtors Control: Billing and invoicing.
- Network management and Provided IT support.
- Ensured the highest levels of customer services.
- Managed customer Journeys and Processed customer renewals.
- Co-coordinated events and boardroom booking.
- Reason for leaving: Career growth and development.
Senior Customer Service Representative
Regus Management Group
07.2008 - 12.2012
- Provided an exceptional and professional service to both existing and potential clients.
- Ensured that the centre’s experience was representative of a 5-star business.
- Provided the client with a superior service, which gave clients a reason to use the business centre.
- Provided clients administration support.
- Debtors control, Billing and invoicing.
- Network management and IT support.
- Team management and Customer service.
- Reason for leaving: Internal promotion.
Education
Travel and Tourism -
Rosebank College
General Management - undefined
Services Seta
Bachelor of Business Administration - undefined
Mancosa
Honours in Business Administration - undefined
Mancosa
Skills
Relationship management
Certification
Generic Management
Personal Information
- Gender: Female
- Nationality: South African Citizen
Employment Equity
African
Timeline
Client Relationship Consultant
Blue Label Telecoms
11.2021 - Current
Client Relationship Executive
Paycorp (ATM Solutions)
11.2016 - 10.2021
Operations Manager
New Dawn Business Centre & Conferencing Solution
09.2015 - 10.2016
Operations Manager
Regus Management Group
10.2012 - 08.2015
Senior Customer Service Representative
Regus Management Group
07.2008 - 12.2012
General Management - undefined
Services Seta
Bachelor of Business Administration - undefined
Mancosa
Honours in Business Administration - undefined
Mancosa
Travel and Tourism -
Rosebank College
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