Radley Rayner

Support Specialist | Assistant Client Manager

Optix Africa

Benoni

03.2022 - Current

Tailored success blueprints to match specific client goals
Monitored customer accounts to identify opportunities for improvement.
Conducted regular check-ins with customers to assess their progress.
Collaborated with internal teams to troubleshoot any customer issues or concerns.
Provided customers with technical support and guidance on product usage.
Assisted in onboarding new customers, ensuring a smooth transition into the platform.
Analyzed customer feedback data to inform product improvements and develop strategies for growth.
Built reports tracking key performance indicators and presented insights to stakeholders.
Identified areas of opportunity for upselling services or products to existing customers.
Developed process improvements that enhanced the customer experience across all touchpoints.
Organized educational webinars and workshops designed to maximize customer engagement.
Maintained comprehensive documentation of all customer interactions and transactions.
Generated monthly performance reviews highlighting successes, challenges, and action items.
Researched competitive offerings in order to stay ahead of industry trends and maintain market share.
Implemented best practices for effective communication between customers and internal teams.
Coached team members on how best to interact with clients in order to exceed expectations.
Served as an advocate for customers by providing feedback on product features or enhancements.
Advised management on changes needed in order to improve overall client satisfaction levels.
Worked closely with marketing team on campaigns targeting current clients for retention purposes.
Assessed customer issues, researched solutions and implemented corrective actions to maintain high satisfaction.
Communicated well with clients through phone calls and online meetings to maintain satisfaction and keep parties current with changing environment.
Resolved issues concerning software and hardware for clients.
Monitored client renewals and reviewed all documentation and data to maintain compliance.
Assessed client data from reports to better understand possible renewal risks.
Evaluated current products and paperwork for compliance with client success guidelines.
Worked in tandem with clients to cultivate and implement strategic processes, offering vital tools to promote success.
Recruited and trained professionals employees and provided evaluations with feedback to cultivate highly talented team.
Assessed monthly reports to review client activity and identify opportunities.
Enhanced designs, product implementations and service transformations by conveying feedback from customers and personal experience.
Built lasting partnerships by taking part in various types of networking events.
Conducted research to determine top prospective clients and continually cultivated sales pipeline.
Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
Implemented effective multi-tiered marketing plans to boost customers' investment returns.
Connected with account representatives to assess requirements and promote offerings.
Established relationships with clients by anticipating needs and requirements and identifying best offerings to promote positive outcomes.
Developed and implemented targeted client development strategies to maximize individual account results.
Aligned with teams in other departments to create offering meeting needs of lucrative clients.
Conducted regular industry research to gain consistent education on such important factors as trends, legislation and competitor activity.
Demonstrated and explained product features and benefits to overcome customer objectives.
Met with customers to discuss best practices and drive outcomes.
Drove customer escalations to resolution by engaging directly with clients.
Developed plans and strategies to grow business and achieve company portfolio goals.
Compiled customer feedback for cross-functional departments to improve product or service features.
Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Developed and maintained customer success documentation and resources.
Led cross-functional initiatives to streamline processes and enhance customer experience.
Utilized CRM tools to track customer interactions and report on progress towards goals.
Monitored customer health scores, proactively addressing concerns to prevent churn.
Collaborated with sales and marketing teams to identify upsell and cross-sell opportunities.
Created and implemented customer loyalty programs to reward and retain top clients.
Collaborated with product development teams to incorporate customer feedback into new releases.
Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
Developed and executed customer success strategies to increase retention rates.
Managed and maintained a portfolio of key accounts, fostering long-term relationships.
Coordinated with technical support teams to resolve customer issues in a timely manner.
Analyzed customer data to identify trends and inform business decisions.
Advocated for customer needs within the organization, driving product improvements.
Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
Negotiated contract renewals and managed customer expectations to ensure satisfaction.
Facilitated workshops and webinars to educate customers and drive engagement.
Trained customers on product features and best practices, enhancing their overall experience.
Led customer onboarding processes, ensuring smooth transition and high satisfaction levels.
Established and monitored key performance indicators (KPIs) for customer success.
Implemented customer feedback loops to gather insights and improve products and services.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Resolved customer inquiries and complaints requiring management-level escalation.
Delegated work to staff, setting priorities and goals.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Reviewed completed work to verify consistency, quality, and conformance.
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Produced thorough, accurate and timely reports of project activities.
Planned and led team meetings to review business results and communicate new and ongoing priorities.

Summary

Overview

Work History

Support Specialist | Assistant Client Manager

Education

Diploma - Commerce in Marketing Management

Grade 12 - NSC Examination

Skills

Languages

Affiliations

Accomplishments

Timeline

Support Specialist | Assistant Client Manager

Diploma - Commerce in Marketing Management

Grade 12 - NSC Examination

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