Learning and adapting to new cultures and event coordination
Thapelo Mokoena
Sales Account Manager
Vereeniging
Summary
Call Centre - Customer Interaction Representative handling 71+ phone, email, and chat contacts per day for product questions, complaints, and order tracking. Resolves customer issues by troubleshooting problems, escalating complex cases, and keeping customer records accurate and current. Supports service standards through clear communication and steady follow-through across sales and logistics teams.
Overview
5
5
Languages
1
1
Certification
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Market Development Representative
Bevco Pepsi
08.2025 - Current
- Developed and maintained relationships with key accounts to drive market growth.
- Conducted market research to identify new business opportunities and customer needs.
- Led cross-functional initiatives to enhance product visibility and increase market share.
- Assisted in budget planning for marketing initiatives, optimizing spending while maximizing ROI on campaigns executed.
- Established strong relationships with clients, resulting in increased customer satisfaction and loyalty.
- Delivered informative product presentations to clients, demonstrating value propositions that led to new accounts being signed up.
- Analyzed competitive landscape to inform strategic decisions and improve positioning.
- Generated leads through cold calling, email campaigns, and social media outreach for improved sales conversion rates.
- Monitored industry trends to adapt strategies that optimize revenue generation efforts.
- Developed a keen understanding of target audience segments, enabling tailored messaging that resonated strongly with prospective customers.
- Implemented CRM systems to streamline communication and track customer interactions effectively.
- Conducted competitive analysis to understand market positioning and develop strategies to stay ahead of competitors.
Account Manager
Coca-Cola Beverages South Africa
11.2013 - 04.2025
- Specialized in Business development
- Managed client accounts to ensure high customer satisfaction and retention in Vanderbijlpark region
- Developed tailored sales strategies to meet the specific needs of diverse business clients
- Coordinated with cross-functional teams to address and resolve customer issues promptly
- Conducted detailed market analysis to identify new sales opportunities and potential clients
- Maintained accurate records of client interactions and sales performance reports
- Delivered personalized customer service by understanding client requirements and providing effective solutions
- Built and nurtured long-term client relationships through proactive communication and personalized service to enhance customer loyalty.
- Identified client needs and provided appropriate products and service solutions, leading to a 15% increase in client satisfaction ratings.
- Collaborated with sales and support teams to streamline customer onboarding processes, reducing setup time by 20%.
- Facilitated seamless communication between clients and internal departments to enhance service delivery and customer satisfaction.
- Implemented feedback mechanisms to gather client insights, driving improvements in service quality and customer experience.
- Specialized in Business development to enhance client engagement and revenue growth.
- Negotiated and closed sales contracts resulting in a 10% increase in revenue within the Vanderbijlpark region
Call Centre - Customer Interaction Representative
Coca-Cola Beverages South Africa
06.2013 - 10.2015
- 1. Responding to customer inquiries and concerns via phone, email, or chat.
- 2. Providing product information, troubleshooting, and resolving issues.
- 3. Processing orders, tracking, and managing customer accounts.
- 4. Handling complaints and feedback, escalating complex issues when necessary.
- 5. Maintaining accurate records of customer interactions.
- 6. Meeting customer service standards and targets.
- 7. Collaborating with internal teams (e.g., sales, logistics)
- Skills:
- 1. Excellent communication and customer service skills.
- 2. Problem-solving and conflict resolution abilities.
- 3. Attention to detail and organizational skills.
- 4. Ability to work in a fast-paced environment.
Education
Call Centre and Customer Service Certificate - MS Office
Havatec
Johannesburg 2007.01 - 2007.07
National Certificate - Economics, Geography, Biology, History, Mathemati,
Tsolo Secondary School, Bophelong (Vanderbijlpark)
Bophelong 2002.01 - 2006.12
Skills
Customer relationship management
Sales strategy development
Business development
Sales forecasting
Negotiation
Territory management
Sales presentations
Contract renewals
Lead qualification
Proposal writing
Pipeline management
Account management
Market analysis
Client retention
Stakeholder management
Customer onboarding
Customer success management
Salesforce
HubSpot CRM
Cross-sell strategy
Retention reporting
Executive reporting
Certification
Havatec, Call Centre and Customer Service Certificate
References
- Gaza, Robbie Nldhovu, 060 981 8318, Coca-Cola Beverages South Africa, "Coca-Cola Beverages South Africa "
- Ethel, Ngoveni, 067 2144 377, Coca-Cola Beverages South Africa, "Coca-Cola Beverages South Africa "
Achievements & Awards
- Opened larger wholesalers
- Reduced customer onboarding setup time by 20% by collaborating with sales and support teams to streamline processes.
- Managed client accounts in the Vanderbijlpark region, ensuring high customer satisfaction and retention.
- Conducted detailed market analysis to identify new sales opportunities, contributing to business growth.
- Facilitated effective communication between clients and internal departments to resolve issues promptly and improve service delivery.
- Expanded the customer base by securing contracts with three major wholesalers, increasing regional market share.
- Implemented a customer feedback system that improved service response times and enhanced client satisfaction.
Accomplishments
I managed to successful trade visit from top management and landed and promotion.i also managed to open a sales role of cash&carry account manager.
Affiliations
I work with numerous community projects in Soweto youth development.cleaning of schools.
Additional Information
I trained new intake sales learners on the field and also trained new account Manager's
Interests
Timeline
Market Development Representative
Bevco Pepsi
08.2025 - Current
Account Manager
Coca-Cola Beverages South Africa
11.2013 - 04.2025
Call Centre - Customer Interaction Representative
Coca-Cola Beverages South Africa
06.2013 - 10.2015
Call Centre and Customer Service Certificate - MS Office
Havatec
2007.01 - 2007.07
National Certificate - Economics, Geography, Biology, History, Mathemati,
Tsolo Secondary School, Bophelong (Vanderbijlpark)
2002.01 - 2006.12