Summary
Overview
Work History
Education
Skills
Timeline
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Marwiya James

Customer Success & Onboarding Consultant

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

8
8
years of professional experience
10
10
years of post-secondary education
2
2
Languages

Work History

Senior Onboarding & Customer Support Consultant

DocFox Africa
01.2022 - Current
  • Configure the DocFox System based on clients' business processes and their RMCP
  • Perform configuration changes/updates extensively as clients' business processes change
  • Configure forms on the DocFox System according to clients' in-house forms (printed or sent via email)
  • Collaborate with the engineering and product team to escalate issues beyond my scope of duties and skills
  • Meet with clients to discuss any issues they may be facing and how to resolve them
  • Work closely with the Account Management team to ensure client satisfaction and assist in clients' meetings a configuration/system consultant
  • Maintain a high customer satisfaction rating (averaging monthly between 98% and 100% satisfaction)
  • Conduct weekly DocFox Systems Training for all new clients or new hires
  • Provide training to the Onboarding & Customer Support team (or anyone in the company interested) on configuration, features, project management, processes etc.
  • Assist with the onboarding of new team members, including training and workshops to understand daily tasks and systems knowledge
  • Oversee the junior Onboarding & Customer Support agents to ensure that all necessary training is provided and conduct weekly and monthly feedback sessions to update on metrics and development areas
  • Achieve quarterly goals; including designing a plan to improve product and technical processes, training the Onboarding & Customer Support team on daily tasks, new processes, configurations etc. and developing a the DocFox Product Documentation.

Advertising Controller

Associated Media Publishing
09.2018 - 05.2020
  • Trafficking: Control the trafficking of all advertising bookings through both print and digital channels
  • Collect all Above The Line (ATL) advertising material and create functional and technical application documents
  • Accounting: Handle billing and invoicing for all print advertising, special projects/events, and digital campaigns
  • Produce monthly commission reports and weekly sales reports
  • Administration: Manage general sales-related administrative tasks such as filing and answering queries related to advertising bookings and database management
  • Sales Support: Work closely with the sales team, creating weekly reports and updates regarding bookings, material status, commission allocations, target tracking, and ad hoc queries
  • Liaise with clients regarding booking forms and billing details
  • Customer Service: Communicate with clients regarding ad material specifications and updating advertising folders
  • Respond to customer emails and telephone calls to resolve any queries relating to materials, billings, etc
  • Promote additional services and campaigns to retain existing clients and develop future business
  • Project Management Support: Book suppliers for all commercial campaign shoots and generate purchase orders for all supplies
  • A budget will be allocated, and it is my responsibility to ensure that all suppliers are booked for the day of the shoot and costed within the allocated budget
  • Handle all invoicing after the shoot and ensure all deliverables have been met
  • Negotiate any rates with suppliers to stay within the specified budget
  • Send end-of-campaign reports for all production costs.

Accounts Clerk

Totalstay
03.2016 - 08.2018
  • Managing Debtors & Managing Creditors
  • Handling Petty Cash & Daily Bank Reconciliation
  • Create Daily Invoices & Charge Credit Cards
  • Generate Monthly Profit & Loss Statements for all owners
  • Generate Weekly Financial Reports for all owners
  • Generate Monthly Management Reports, Service Fee Reports and Housekeeping Reports
  • Monthly Payroll - log hours/overtimes/commission/travel reimbursement
  • Project Management
  • Conducting Training.

Education

Bachelor of Commerce - Business Management

University of South Africa (UNISA)
South Africa
01.2015 - 12.2019

Bachelors Pass - Grade 12 -

Oprah Winfrey Leadership Academy For Girls
Gauteng
01.2007 - 12.2011

Skills

Zendesk

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Timeline

Senior Onboarding & Customer Support Consultant

DocFox Africa
01.2022 - Current

Advertising Controller

Associated Media Publishing
09.2018 - 05.2020

Accounts Clerk

Totalstay
03.2016 - 08.2018

Bachelor of Commerce - Business Management

University of South Africa (UNISA)
01.2015 - 12.2019

Bachelors Pass - Grade 12 -

Oprah Winfrey Leadership Academy For Girls
01.2007 - 12.2011
Marwiya JamesCustomer Success & Onboarding Consultant