Veleshka Katzen
Account Manager Clover
Cape Town
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Account Manager
Clover PTY Ltd
04.2024 - Current
Account Manager
Clover PTY LTD
04.2024 - Current
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Improved overall team productivity by implementing best practices in organization and time management.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Set and achieved company defined sales goals.
- Presented professional image consistent with company's brand values.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Senior Sales Representative
Coca cola peninsula beverages
11.2023 - Current
- Developed and implemented sales strategies to increase customer base and revenues.
- Conducted market research to identify new products, services, and trends in the industry.
- Negotiated terms of sale with customers to maximize profits.
- Resolved customer complaints promptly and professionally while ensuring customer satisfaction.
- Collaborated with marketing team on promotional campaigns targeting existing customers as well as new prospects.
- Coached junior staff members on effective communication techniques when dealing with customers.
- Maintained database of customer and sales information using SalesForce software.
Team Leader Manager
Pepkor payments and lending
01.2014 - 10.2022
- Assigned and monitored daily tasks for team members.
- Provided guidance, coaching, and feedback to team members.
- Organized team meetings to discuss progress and challenges.
- Implemented new processes and procedures as needed.
- Maintained records of employee performance reviews.
- Resolved conflicts between team members in a timely manner.
- Ensured compliance with company policies and regulations.
- Recruited, trained, and supervised new staff members.
- Conducted regular performance appraisals for all team members.
- Collaborated with other departments to ensure smooth operations.
- Analyzed data trends to identify opportunities for improvement.
- Ensured that deadlines were met by setting realistic goals.
- Participated in budgeting activities to maximize resources.
- Identified areas where teams could improve their skillset.
- Developed strategies to motivate employees in achieving goals.
- Provided technical assistance when needed.
- Monitored customer service standards across the organization.
- Promoted a culture of collaboration within the team.
- Facilitated communication between senior management and staff.
- Fostered positive employee relationships through communication, training and development coaching.
- Oversaw daily workloads and workflow for smooth operations.
- Motivated team members to consistently achieve or exceed performance expectations.
- Coached team for success by using corrective action processes.
- Set goals for performance and deadlines to comply with company plans and vision.
- Delegated work assignments and prioritized tasks.
- Suggested various operational strategies to increase productivity.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Led regular team meetings to communicate current business trends and relevant updates.
- Analyzed business performance data to identify areas of strength and improve areas of weakness.
- Conducted root causes analysis to develop corrective action plans.
- Designed, reproduced and distributed variety of training aids for onboarding team members.
- Supported HR staff with recruiting and retaining high-performing talent.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Assigned work and monitored performance of project personnel.
- Reviewed completed work to verify consistency, quality and conformance.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Recruited and trained new employees to meet job requirements.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Analyzed business performance data and forecasted business results for upper management.
- Produced thorough, accurate and timely reports of project activities.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training and teambuilding activities.
Sales Agent Representative
Sell direct marketing
07.2013 - 12.2013
- Developed and implemented strategies to increase customer base.
- Conducted market research to identify new sales opportunities.
- Provided customers with product information and advice on selection, use, and care of products.
- Generated leads through cold-calling techniques and other methods.
- Maintained strong relationships with existing clients by providing excellent customer service.
- Prepared and presented presentations to potential customers about the benefits of our products.
- Identified prospects for new business development initiatives, as well as upselling current customers into higher value services.
- Researched competitive pricing structures, promotions, and industry trends in order to maximize sales volume.
- Attended trade shows, conferences, and networking events to promote company's products and services.
- Utilized various marketing materials such as brochures or catalogs to demonstrate product features and capabilities.
- Analyzed customer feedback data to improve product offerings and services provided by the company.
- Created reports detailing weekly and monthly performance metrics related to sales goals achieved.
- Managed accounts receivable collections ensuring prompt payment from customers.
- Participated in training sessions designed to keep up-to-date on changes within the industry.
- Assisted in developing promotional campaigns targeting specific markets.
- Collaborated with cross-functional teams including marketing and operations departments on projects related to improving overall customer experience.
- Processed orders accurately while maintaining high level of accuracy when entering data into system.
- Enforced company policies regarding returns, refunds, price adjustments, while resolving any customer complaints in a professional manner.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Fostered relationships with customers to expand customer base and retain business.
- Drove substantial sales through suggestive selling and by promoting add-on purchases.
- Presented products and services to prospective and existing customers to meet client needs.
- Developed key customer relationships to increase sales.
- Contacted new and existing customers to outline benefits of products.
- Demonstrated product features to align with customer needs.
- Monitored customer order process and addressed customer issues.
Frontline Receptionist
Pick n pay
04.2010 - 12.2012
- Greeted and welcomed visitors in a professional manner.
- Answered incoming calls, determined purpose of callers, and forwarded calls to appropriate personnel or departments.
- Provided information about the organization to customers, employees, and other interested parties.
- Scheduled meetings and conference rooms as requested.
- Assisted with administrative tasks such as filing, typing documents, copying materials, faxing reports.
- Performed general office duties such as ordering supplies, maintaining records management systems and performing basic bookkeeping work.
- Managed inventory of office supplies.
- Organized and maintained files in an efficient manner.
- Processed mail including sorting and distributing incoming mail as well as preparing outgoing mail for delivery.
- Compiled data related to customer inquiries and provided reports to senior management on a regular basis.
- Verified accuracy of invoices against purchase orders prior to processing payments by check or credit card.
- Responded promptly to customer inquiries via phone or email in a courteous manner.
- Maintained security by following procedures; monitoring logbook; issuing visitor badges.
- Ensured cleanliness of reception area at all times by tidying up furniture and vacuuming carpets regularly.
- Upheld quality service standards by following organization's standards for customer service excellence.
- Developed positive working relationships with staff members from different departments within the organization.
- Provided assistance with special projects when necessary.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted visitors to provide information and direct to appropriate personnel.
- Explained policies and procedures to visitors.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Responded to inquiries and room requests made online, by phone and via email.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Signed for packages, recorded deliveries and distributed to personnel.
- Input customer data into reservation systems and updated to reflect room changes.
- Drafted professional business documents, spreadsheets and correspondence.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Scheduled appointments and maintained and updated appointment calendars.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Investigated and analyzed client complaints to identify and resolve issues.
- Coordinated pick-up and delivery of express mail services.
Education
Certification - New Managers Development Programme
University of Stellenbosch
International Certified - SAP ERP
University Alliance
National Diploma NQF6 - Entrepreneurship And Business Management
College of Cape Town
Advanced Diploma Business Management NQF7 - Business Management
Mancosa
Skills
Selling Techniques
Communication
Product and Service Knowledge
Sales Development
Client Service
Staff Training
Territory Management
Client Account Management
Customer Support
Leadership skills
Residence
Problem solving
- Client Relationship Management
- Account Management
Timeline
Account Manager
Clover PTY Ltd
04.2024 - Current
Account Manager
Clover PTY LTD
04.2024 - Current
Senior Sales Representative
Coca cola peninsula beverages
11.2023 - Current
Team Leader Manager
Pepkor payments and lending
01.2014 - 10.2022
Sales Agent Representative
Sell direct marketing
07.2013 - 12.2013
Frontline Receptionist
Pick n pay
04.2010 - 12.2012
Certification - New Managers Development Programme
University of Stellenbosch
International Certified - SAP ERP
University Alliance
National Diploma NQF6 - Entrepreneurship And Business Management
College of Cape Town
Advanced Diploma Business Management NQF7 - Business Management
Mancosa
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