Trail Running
Sizwe Mpato
Operations Client Success Manager
Mossel Bay
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Business Operations & Client Success Specialist with 10+ years of experience scaling teams, streamlining processes, and driving customer satisfaction. Proven track record in growing revenue (R5M → R25M monthly), leading multi-functional teams, and managing client accounts across Africa. Skilled in remote collaboration, CRM systems, and financial operations. Currently completing AWS Cloud Engineering & Project Management certifications to support growth in remote-first industries.
Overview
10
10
years of professional experience
2
2
Language
Work History
Managing Director – Sales & Marketing
Ngunni Services PTY Ltd
04.2022 - Current
- Scaled diesel trading division with contracts across SA and neighboring countries.
- Negotiated supply chain partnerships, improving margins by 12%.
- Implemented financial forecasting and risk management strategies.
- Strengthened client relationships with regular communication, timely project delivery, and high-quality services.
- Delivered consistent revenue growth by identifying new business opportunities and expanding service offerings.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Cultivated a strong organizational culture built on integrity accountability teamwork which resulted in higher retention rates among staff.
- Managed risk effectively by instituting comprehensive mitigation strategies across the organization''s operations.
- Increased overall company performance by implementing strategic management initiatives and streamlining operations.
- Directed large-scale projects from inception to completion on time/budget with strict adherence to quality standards.
- Oversaw complex negotiations with suppliers/vendors for favorable contract terms that led to cost savings.
- Expanded market presence through successful negotiation of key partnerships and acquisitions.
Senior Customer Manager
Ngunni Services PTY Ltd
07.2022 - 06.2025
- Delivered multi-channel support with 95%+ satisfaction rate.
- Built workflows & knowledge base, cutting repeat inquiries by 30%.
- Coordinated with logistics & warehouse teams to improve delivery accuracy.
- Identified upsell opportunities, boosting revenue by 15% YoY.
- Improved customer satisfaction by addressing and resolving complaints promptly and professionally.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Operations Manager
Bowtie Services PTY Ltd
04.2022 - 12.2024
- Managed estate operations across 200+ properties, leading 7 workers.
- Oversaw budgets, reconciliations, and supplier payments.
- Improved cost efficiency by 20% through process redesign.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Increased profit by streamlining operations.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and maintained relationships with external vendors and suppliers.
Logistics Specialist
Marunic Trading Bakone Mining &B Logistics
08.2015 - 04.2022
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Coordinated incoming and outgoing shipments to maintain schedules.
- Provided customers with status updates for tracked packages.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.
- Used in-house tracking system to schedule shipments of goods to customer warehouses.
- Tracked and managed transfer paperwork such as packing lists.
- Oversaw complex projects for senior leaders by ensuring timely and cost-effective delivery.
Education
AWS Cloud Engineering Architect - IT Network Security
04.2001 -
In Progress
Diploma - Project Management
03-2025
Diploma - ISO 9001:2015 – Quality Management System
12.2024
Diploma - Financial Accounting
12.2024
Diploma - Business & Operations Management
12.2024
Higher Certificate - Logistics And Supply Chain Management
04.2001 -
Higher Certificate - Supply Chain Management
04.2001 -
CRM & Marketing Management - undefined
12.2018
Skills
Remote Operations & Project Management
Customer Success & Support
Financial Management
Business Development & Negotiation
Data Analysis & Reporting
Quality & Process Management
Sales leadership
Client relationships
Staff management
Business administration
Business development
Interests
Timeline
Senior Customer Manager - Ngunni Services PTY Ltd
07.2022 - 06.2025
Managing Director – Sales & Marketing - Ngunni Services PTY Ltd
04.2022 - Current
Operations Manager - Bowtie Services PTY Ltd
04.2022 - 12.2024
Logistics Specialist - Marunic Trading Bakone Mining &B Logistics
08.2015 - 04.2022
Coursera - AWS Cloud Engineering Architect , IT Network Security
04.2001 -
UDEMY - Higher Certificate, Logistics And Supply Chain Management
04.2001 -
UDEMY - Higher Certificate, Supply Chain Management
04.2001 -
Alison - Diploma, Financial Accounting
Alison - Diploma, Business & Operations Management
UNISA - CRM & Marketing Management,
Alison - Diploma, Project Management
Diploma - Diploma, ISO 9001:2015 – Quality Management System
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Intermediate (B1)
Technical Tools
- SAP
- Sage
- QuickBooks
- Xero
- Zendesk
- Shopify
- Slack
- Zoom
- Asana
- Google Workspace
- MS Office