Ursula Boitumelo (Tumi) Meje
Johannesburg
Summary
Expert in enhancing customer satisfaction through effective quality assurance and process development. Proven ability to lead change management initiatives and optimize service operations, resulting in significant improvements in team productivity and customer experience. Accomplished Customer Experience & Project Management professional with a strong background in strategic planning and operational enhancements. Demonstrated success in building high-performing teams and implementing innovative solutions to drive customer satisfaction & delivery of successful projects.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Head of Customer Success
Wetility Energy
Johannesburg
11.2024 - Current
- Leading efforts to improve NPS and customer experience across all touchpoints
- Analyzing current processes, identifying gaps, and implementing targeted action plans
- Overseeing installation and aftermarket teams to ensure seamless customer journeys
- Designing and delivering customer-centric training across departments
- Identifying and recommending tech improvements to enhance customer support
- Managing and mentoring Customer Success Managers and supporting team alignment
- Monitoring KPIs and providing performance reports to senior leadership
Head of Customer Experience
Hohm Energy
02.2023 - 06.2024
- Managed a team of customer support agents, providing continuous training, skill development, and performance feedback to maintain high standards of service.
- Implemented a reward system for agents meeting SLA and FCR targets, boosting team engagement and accountability.
- Raised customer satisfaction rating from 3 to 4.3 stars on Hello Peter within 10 months, achieving an 8.1 Trust Index and a 64 NPS score.
- Achieved a 4.1-star rating on Google reviews.
- Improved SLA scores from 3/10 to 8/10 by implementing structured workflows and automating query distribution in CRM platforms, reducing average response times.
- Increased team productivity from 10% to 80% by introducing efficient query allocation and CRM-driven performance tracking, with top-performing agents recognized and rewarded monthly.
- Enhanced FCR from 3-5 days to 1-2 days through targeted training and improved response protocols, leading to faster, more effective customer resolutions.
Head of Customer Support
Fungi Utilities
05.2021 - 01.2023
- Oversaw and coached a customer care team, focused on accurate billing, service delivery, and improving SLA compliance.
- Developed cross-functional training initiatives that enhanced team response capabilities and collaboration with other departments.
- Achieved 100% resolution for billing disputes and maintained an 80% collection success rate from municipal clients, reinforcing service reliability and trust.
- Established and mapped internal processes, implementing billing verification and consumption projections, which reduced inaccuracies and supported SLA adherence.
- Gained additional service sites due to consistent service delivery and precise meter readings, driving customer satisfaction in the B2B sector.
Customer Support Manager
ELDO Services
07.2020 - 04.2021
- Provided support to Blue Chip clients using Smart Meter services, resolving escalations efficiently.
- Developed detailed reports on billing disputes, ensuring accuracy and customer transparency.
- Managed a team responsible for customer care, achieving a 95% satisfaction rate.
Key Account Manager
Total Utility Management Services
11.2015 - 07.2019
- Managed customer care for Blue Chip clients, including resolving billing disputes and consumption reporting.
- Improved customer feedback processes, enhancing client relationships and satisfaction scores.
Business Key Account Manager
Vodacom
03.2014 - 10.2015
- Maintained and grew relationships with key business accounts, ensuring high levels of service.
- Validated and ensured KYC compliance, managing a portfolio of high-profile clients.
Marketing Consultant
Independent Consultant - Project Based
01.2009 - 01.2014
- During my time as an event and marketing consultant, I collaborated with a range of clients—from startups to established brands—to design and execute strategic marketing campaigns and high-impact events. My work focused on brand visibility, audience engagement, and ROI-driven planning. I was involved in everything from concept development and vendor management to digital promotion and on-site execution, ensuring seamless experiences that aligned with business goals.
Education
Project Management Certificate - Foundations -
Coursera
01.2024
Certificate - Public Relations
UNISA
01.2009
National Diploma - Marketing Management
Boston City & Business College
01.2008
Skills
- Customer experience strategic management
- Workflow optimization
- Performance analysis
- Cross-functional collaboration
- Change management
- Customer feedback analysis
- Customer journey mapping
- Adaptability and flexibility
- Leadership and stakeholder management
- Event strategizing and planning
- Billing and financial management
- Process improvement and performance metrics
- HubSpot, Odoo, Asana, Fresh Sales proficiency
- 3CX, FreshCaller
Personal Information
- Date of Birth: 12/05/83
- Gender: Female
Hobbies and Interests
- Volunteered in the Big Brother Big Sister Programme
- Caretaker
- Selected Resident Association Member 2025
Referrals
- Desire Ottner, Hohm Energy, +27 83 321 3080
- Bevan Rabi, Fungi Utilities, +27 73 577 0328, bevanr@fungienergy.co.za
- Anne Mardon, Eldo, 078 955 6711, anne.mardon@gmail.com
- Rei Schultz, TUMS (Total Utilities Management Services), 072 119 7240, relitame@gmail.com
Career Achievements
- Led a team at Hohm Energy to a 20% reduction in customer response time, contributing to a 15% increase in customer retention.
- Improved customer satisfaction ratings on Hello Peter from 3.5 to 4.2 stars in 10 months at Hohm Energy.
- At Fungi Utilities, optimised billing processes, resulting in a 90% success rate in resolving billing issues and increasing collections by 10%.
- Won Customer Centricity Award at Wetility Energy.
- Project Managed the COVID Feeding Initiative.
- Project Managed the Fezile Dabi HIV/AIDS Benefit Concert in 2012.
Accomplishments
- Customer Centricity Award
Certification
- Customer centricity
Affiliations
- Volunteered in the Big Brothers Big Sisters Program
- Caretaker
- Selected Resident Association Member, 2025
Timeline
Head of Customer Success
Wetility Energy
11.2024 - Current
Head of Customer Experience
Hohm Energy
02.2023 - 06.2024
Head of Customer Support
Fungi Utilities
05.2021 - 01.2023
Customer Support Manager
ELDO Services
07.2020 - 04.2021
Key Account Manager
Total Utility Management Services
11.2015 - 07.2019
Business Key Account Manager
Vodacom
03.2014 - 10.2015
Marketing Consultant
Independent Consultant - Project Based
01.2009 - 01.2014
Project Management Certificate - Foundations -
Coursera
Certificate - Public Relations
UNISA
National Diploma - Marketing Management
Boston City & Business College
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