Seotlelo Rapolai
Human Resources Professional
Ga-Marishane
Summary
Accomplished Account Manager with a proven track record at SHL Saville and Holdsworth, adept in data analytics and relationship building. Elevated client satisfaction and retention through strategic account management and effective problem resolution. Skilled in project management and teamwork, consistently achieving goals through data-driven decisions and collaborative efforts.
Overview
12
12
years of professional experience
11
11
years of post-secondary education
Work History
Account Manager, Talent Management Solutions
SHL Saville and Holdsworth (Pty) Ltd
Centurion
07.2022 - Current
- Partnered with Chief Human Resource Officers in different industries to advise on best Talent Management strategies.
- Improved client spend by 30% over the last 12 months as well as improving the quality of their candidate selection by more than 70% per role applied for.
- Ensuring that HR Functions utilize psychometric assessments in line with HPCSA requirements, and company policies
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
Customer Experience Specialist
SHL Saville and Holdsworth (Pty) Ltd
Centurion
04.2019 - 06.2022
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Managed at least an average of 30 different client queries per day with a 95% resolution rate.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Participated in cross-functional teams to address complex Talent Acquisition and Management problems, improving overall customer experience strategy.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
Product Marketing Manager
SHL Saville and Holdsworth (Pty) Ltd
Centurion
01.2021 - 06.2021
- Retained clients to build brand awareness and generate leads while managing internal and external product marketing campaigns and programs.
- Drove marketing initiatives to increase product visibility and market performance.
- Optimized segment space automation growth by leading marketing strategy and content creation.
- Managed product development lifecycle from conception to release.
- Developed and executed go-to-market plans and facilitated internal organizational readiness.
- Developed product and solution positioning, messaging by prospective buyer role and methods to overcome competitive objections.
- Developed compelling sales materials, including presentations, brochures, and whitepapers for prospective clients.
Project Coordinator
SHL Saville and Holdsworth (Pty) Ltd
Centurion
01.2018 - 03.2019
- Responsible for delivering Talent Management Solutions such as streamlining of Recruitment platforms and employee development programs to a wide variety of clients.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Created job files for each project and maintained current data in each file.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
Associate Account Manager
SHL Saville and Holdsworth (Pty) Ltd
Centurion
07.2015 - 12.2017
- Effectively led seasoned team of partner managers and account coordinators.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Organized joint sales calls with current customers and outside vendors.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Analyzed and reported on customer activity, business trends and areas of concern.
- Boosted client satisfaction by managing accounts effectively and addressing concerns promptly.
- Increased account retention by identifying growth opportunities and providing tailored solutions to clients.
Sales Consultant
Eduloan (Now Fundi)
Weltevreden Park
12.2014 - 05.2015
- Responsible for managing a small team of temp staff around the Vaal and North-West Region for the sole purpose of processing loan applications and creating awareness for educational purposes.
- Exceeded target by 30% in the first quarter of the year through targeted strategies and team empowerment and training
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Followed up with existing customers to provide additional support and address concerns.
Strategy Administrator
Eduloan (Now Fundi)
Weltevreden Park
12.2013 - 11.2014
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
HR Administrator
Eduloan (Now Fundi)
Weltevreden Park
12.2012 - 11.2013
- Updated HR database with new employee information, changes in benefits, and other details.
- Prepared new hire letters, employee contracts, and corporate policies.
- Ensured accurate record-keeping by conducting regular audits of personnel files and HR databases.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Maintained up-to-date knowledge of HR best practices, applying this expertise when advising managers on employee matters.
- Oversaw hiring, staffing, and labor law compliance.
- Conducted thorough recruitment processes to attract top talent in the industry.
Education
Bachelor of Arts - BA Corporate Communications
University of Johannesburg
Auckland Park, South Africa 01.2008 - 04.2013
High School Diploma -
Bopedi Bapedi High School
Ga-Marishane 01.2000 - 12.2005
Skills
Account management
Teamwork and collaboration
Data analytics
Project management
Documentation and reporting
Goals and performance
Relationship building and management
Vendor relations
Contract negotiation
Complaint management
Business process optimization
Data-driven decision making
Timeline
Account Manager, Talent Management Solutions
SHL Saville and Holdsworth (Pty) Ltd
07.2022 - Current
Product Marketing Manager
SHL Saville and Holdsworth (Pty) Ltd
01.2021 - 06.2021
Customer Experience Specialist
SHL Saville and Holdsworth (Pty) Ltd
04.2019 - 06.2022
Project Coordinator
SHL Saville and Holdsworth (Pty) Ltd
01.2018 - 03.2019
Associate Account Manager
SHL Saville and Holdsworth (Pty) Ltd
07.2015 - 12.2017
Sales Consultant
Eduloan (Now Fundi)
12.2014 - 05.2015
Strategy Administrator
Eduloan (Now Fundi)
12.2013 - 11.2014
HR Administrator
Eduloan (Now Fundi)
12.2012 - 11.2013
Bachelor of Arts - BA Corporate Communications
University of Johannesburg
01.2008 - 04.2013
High School Diploma -
Bopedi Bapedi High School
01.2000 - 12.2005
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