MARIE-ANN MZEMBE
Johannesburg
Summary
Results-driven and detail-oriented individual committed to providing outstanding service. Consistently achieves goals in revenue, new account development, and product sales. Handles new and existing clients' queries swiftly and amicably.
Overview
4
4
years of professional experience
Work History
Project Manager
Underground Ecom
03.2024 - Current
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
Customer Support Team Lead
Clipboard Health
05.2022 - Current
- Create an inspiring team environment with an open communication culture
- Set clear team goals & oversee the day-to-day team operations
- Hire, induct & coach team members
- Deliver the key metrics for customer support
- Defuse angry customers
- Ensure schedule adherence by agents & desired productivity levels
- Monitor performance trends of the team members on various support metrics
- Analyze training needs & conduct 1-2-1 coaching sessions for bottom quartile agents
- Encourage the team towards customer-centricity & recommend process/product enhancements
- Listen to team members' feedback and resolve any issues or conflicts
- Initiate consequence management steps in case of low performance by team members
- Delegate tasks to high potential team members to build a culture of learning & development in the team
- Conduct weekly reviews & documentation of feedback
- Suggest & lead team-building activities for team motivation & better rapport.
Customer Success Associate
Clipboard Health
04.2022 - 05.2022
- Collaborating with the Product Development team to conduct special experiments to generate/increase revenue
- Working cross-functionally with other teams to resolve customer complaints swiftly and amicably
- Developing a trusted advisor relationship with customer key stakeholders
- Serving as an internal customer advocate and working cross-functionally with teams including but not limited to product, sales, documents, and AR
- Reporting back all findings from experiments and conversations with customers to the team and line managers.
Customer Implementation Specialist
Clipboard Health
01.2022 - 03.2022
- Initiating the implementation process immediately after the sale closes
- Establishing and owning the initial relationship with customers for the first 30 days post- onboarding
- Training new customers on how to use the product to yield the best ROI
- Assessing the client's company to see how we can best serve them and to anticipate possible causes of future challenges and opportunities
- Obtaining expert knowledge of company services
- Identifying churning customers and proactively coming up with solutions to turn their accounts around.
Sales Team Lead (managing 20 Accounts)
Taskeater UK (t/a Growthonics)
10.2020 - 01.2022
- Managed team of 6 SDRs with a portfolio of over 24 clients overseeing hiring, training, and professional growth of employees
- Reported sales data to upper management for review
- QA - conducted unbiased quality audits to pinpoint weaknesses and strengths of the team and processes
- Exceeded quarterly retention targets through consistent performance monitoring and constructive feedback to team members.
- Quality assessment - took my team from 75% QA average to over 90% in three months through coaching and development
- Client onboarding
- Optimized sales funnel by analyzing conversion rates, identifying bottlenecks, and implementing necessary improvements.
Business Development Executive
Taskeater
01.2020 - 10.2020
- Negotiated contracts with key stakeholders, resulting in favorable terms for the company and long-term partnerships.
- Developed customized solutions for clients, addressing their unique needs and helping them achieve their goals.
- Performing technical research and communicating findings in a language understood by staff and customers
- Leveraged CRM tools to track leads and analyze data, optimizing sales efforts for maximum return on investment.
- Assisted marketing department in creating targeted campaigns that effectively communicated the value proposition of our products/services to potential customers.
Education
BCom - Financial Management -
University of South Africa
Certified -
Hubspot
Skills
- Consultative sales techniques
- Client relationship building
- Employee training
- SalesLoft
- Hubspot
- SalesForce
Timeline
Project Manager
Underground Ecom
03.2024 - Current
Customer Support Team Lead
Clipboard Health
05.2022 - Current
Customer Success Associate
Clipboard Health
04.2022 - 05.2022
Customer Implementation Specialist
Clipboard Health
01.2022 - 03.2022
Sales Team Lead (managing 20 Accounts)
Taskeater UK (t/a Growthonics)
10.2020 - 01.2022
Business Development Executive
Taskeater
01.2020 - 10.2020
BCom - Financial Management -
University of South Africa
Certified -
Hubspot
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