Holistical self development
PENNY MUBAIWA
Customer Experience Executive
Johannesburg,Gauteng
Summary
Successful versatile strong driven Executive with over 20 years of demonstrated ability in delivering exceptional results. Offer outstanding communication and management of diverse cross -cultural team skills. Entrepreneurial attitude and a forward thinker and team leader adept at creating strategic alliances with organizational key stakeholders to support key strategic business initiatives.
Overview
18
18
years of professional experience
9
9
Certifications
2
2
Languages
5
5
years of post-secondary education
Work History
Customer Experience Success Executive
Cisco Systems Inc.
Johannesburg
05.2019 - 12.2024
- Steered a portfolio of South Africa’s 3 largest banks with overall responsibility for a customer portfolio exceeding USD 20M annually
- Led a diverse, cross-functional team and was the single point of contact for all customer experience (CX) activities and escalations, ensuring alignment between CX strategies and business goals
- Tasked with building strategic partnerships and engaging C-suite leaders to enhance customer satisfaction and accelerate value realization
- Directed customer experience for 3 strategic enterprise accounts, fostering long-term partnerships and client trust
- Cultivated key stakeholder relationships at both business and technical levels to understand and align with customer priorities, growing the portfolio from USD 10M to nearly USD 20M in annual recurring revenue through trust-building and solution value realization
- Facilitated customer value workshops and roadmap discussions to enhance customer understanding and alignment with Cisco solutions
- Addressed solution underutilization, increased subscription adoption, and expanded support services
- Successfully renewed a 3-year security enterprise agreement valued at over USD 7M, encompassing 10 security solutions
- Secured a one-year support renewal for a strategic client by replacing competitor offerings, showcasing Cisco solution value, and growing the contract despite COVID-related budget constraints
- Oversaw technical planning, leveraging cross-functional teams in various time zones to deliver skilled support and align solution use cases with customer priorities
- Identified customer insights and collaborated closely with sales, business-critical services, customer success specialists, and engineering teams to drive solution adoption and align offerings with customer needs
Delivery Manager
Cisco Systems Inc.
Johannesburg
08.2017 - 05.2019
- Led the seamless delivery of customer projects, overseeing service levels, project scope, budget management, and risk mitigation for two of Cisco’s largest enterprise accounts
- Managed cross-functional teams and high-priority escalations to support sales efforts and ensure efficient, on-budget delivery
- Strategically managed 2 of Cisco’s largest enterprise accounts, building strong relationships with senior executives
- Handled escalations, resolving and effectively communicating with internal and external stakeholders
- Delivered consistent, high-quality services across operational levels, reinforcing Cisco’s reputation
- Managed advanced services deliverables and maintained margins
- Oversaw one of the most challenging migrations from legacy systems to application-centric infrastructure, ensuring minimal disruption and successful implementation
- Served as the primary escalation point for customer issues, driving quick resolutions and minimizing impact on business operations
- Led proactive monitoring and managed services by coordinating global resource teams to deliver high-quality support from multiple time zones
Owner – Retail Business
Amaranth Exclusive/Tulipblooms
Johannesburg
01.2007 - 07.2017
- Founded a high-end retail shoe brand, targeting the LSM 7-10 market, growing the business from conception to multiple retail locations
- Oversaw all aspects of retail operations, including product development, marketing, supply chain, and financial management
- Handled P&L, budget analysis, and revenue generation strategies, maintaining profitability across multiple locations
- Coordinated international product sourcing and logistics within the South African legal framework
- Grew a loyal customer base to over 700 through targeted marketing and retention strategies
Education
MBA -
De Montfort University
South Africa 01.2003 - 12.2004
Management Advancement Programme - Management Advanced Programme
Wits Business School
Johannesburg 02.2001 - 12.2001
Masters Diploma in Human Resource Management - Human Resource Management - Masters
University of Johannesburg
Johannesburg South Africa 02.1996 - 12.1997
Skills
Customer Relationship Management
Accelerating Value Realization of Investments
Delivery & Service Level Management
Stakeholder Communication & Escalation Management
Business De-risking & Problem-Solving
Diverse Cross-Functional Team Leadership
Project & Program Management
Digital Transformation & Innovation Initiatives
Executive support
Customer retention
Interpersonal skill
Certification
Project Management – Wits Business School
Otherinvolvement
- Chairperson, Employment Equity – Cisco Systems
- Communications Lead, Cisco Connected Black Professionals Committee
- Mentor, Cisco Development Programme
Interests
Walking Elcamino 2025
Reading - African literature & skincare
Timeline
Customer Experience Success Executive
Cisco Systems Inc.
05.2019 - 12.2024
Delivery Manager
Cisco Systems Inc.
08.2017 - 05.2019
Owner – Retail Business
Amaranth Exclusive/Tulipblooms
01.2007 - 07.2017
MBA -
De Montfort University
01.2003 - 12.2004
Management Advancement Programme - Management Advanced Programme
Wits Business School
02.2001 - 12.2001
Masters Diploma in Human Resource Management - Human Resource Management - Masters
University of Johannesburg
02.1996 - 12.1997