Summary
Overview
Work History
Education
Skills
Websites
References
Software
Timeline
Generic
Zanele Sebele

Zanele Sebele

Customer Success Manager
Johannesburg,GP

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

13
13
years of professional experience
77
77
years of post-secondary education
2
2
Languages

Work History

Customer Success Manager

The Folklore Group
02.2023 - 03.2024
  • Oversee the entire onboarding process for new brand and retailer users
  • Provide detailed training on platform functionality and new feature releases specific to the individual client's workflow
  • Maintain and build trusted relationships with existing customers to ensure positive user experience and product optimization
  • Provide daily remote support via phone, messaging, and video conferencing
  • Facilitate the resolution of customer needs and concerns through cross-functional teams and escalates issues efficiently and appropriately
  • Partner with Brand and Retailer Sales teams to exchange insight on customers' product use and feedback that can aid in helping them update and execute on their sales strategy
  • Gather client feedback and be an advocate for client feature requests and work cross-functionally with our Product team to ensure customer satisfaction leading to customer retention
  • Manage the success of users by driving incremental value and return on the client's investment
  • Assess and cultivate long-term strategic goals utilizing business intelligence and performance data from internal tools to develop recommendations for driving your clients' KPIs
  • Execute upon selling strategies for the year/quarter/month to successfully hit KPIs and consistently monitor progress of your goals and share reports
  • Collaborate with cross functional partners in engineering and marketing to stay up-to-date on product offerings, align.
  • Brand/Account Management

Ecommerce and Concept Store Merchandiser

African Fashion International (Motsepe Group)
10.2020 - 01.2023
  • Oversee entire brand onboarding process
  • Communicated with suppliers to negotiate best pricing on apparel and accessories.
  • Brand / Reputation Management
  • Planning of designer brand appearances for brand awareness
  • Plan and develop merchandising strategies that balance customers' expectations and company's objectives for ecommerce and brick and mortar
  • Analyse sales figures, customer's reactions and market trends to anticipate product needs and plan product ranges/stock
  • Do QA and testing on the ecommerce platform to ensure an optimum customer journey
  • Test site before reporting bugs to web developer
  • Maximise customer interest and sales levels by directing product shoot for sale
  • Produce plans, briefs and budgets for product shoot and manage shoots
  • Monitor stock movement and consider markdowns, promotions, price changes, clear outs etc
  • Do Quality review of designer garments for ecommerce platform
  • Remain up to date with industry's best practices
  • Manage inventory movements for online and physical store and keep ecommerce site and store up to date.
  • Trained store personnel on product features to drive sales and increase product awareness.
  • Interacted with vendors, store managers and other stakeholders to maintain on-time deliveries.

Ecommerce Merchandise and QA Specialist

Edcon
12.2019 - 09.2020
  • Manage all products across the chain / brand that would be suitable for online shopping
  • Manage Open to buy and identify new categories of products not available in store
  • Work closely with the Marketing teams on promotions, product planning, email marketing and photo shoots
  • Analyse data: monitor customer hits, calculating ROI, tracking online sales, analysing statistics and click-thru data
  • Be actively involved in own Individual Development Plan
  • Report bugs and errors to Ecommerce teams
  • Help troubleshoot issues
  • Making sure brands are well represented online
  • Conduct post-release/ post-implementation testing
  • Work with cross-functional teams to ensure quality throughout the software development life-cycle
  • Capable of writing and executing test plans/cases
  • Competitor Analysis Reports.
  • Reduced software defects by efficiently identifying, documenting, and reporting issues to development teams.

Freelance Product Copywriter

FurnitureMart
09.2019 - 11.2019
  • Analyzed the client's core message and target audience, integrating SEO keywords and metadata.
  • Collaborated with the e-commerce manager and marketing director to brainstorm visual and copy ideas.
  • Developed multiple options for copywriting and presented them to the client.
  • Edited e-commerce product copy for clarity, consistency, and effectiveness.
  • Assisted in maintaining the website, ensuring content accuracy and relevance.
  • Conducted thorough research on industry trends, competitors, and target audience to ensure relevant and timely content creation.
  • Conducted proofreading of copy to identify and correct errors.
    Sent finalized copy to the marketing director for approval.

Ecommerce and Digital Support Coordinator

Coricraft
07.2018 - 08.2019
  • Monitoring and updating site content, including home page, landing pages, product listing page banners and product detail pages
  • SKU uploads - including capturing of key attributes and onsite merchandising for various brands
  • Trouble shooting onsite issues and logging support requests where necessary
  • Capturing of customer orders in internal systems whilst verifying accuracy of information
  • Handling telephone calls, e-mails and online queries through Live Chat (Zendesk)
  • Servicing of customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order enquiries, problem resolution, and any other issues that may arise in the order fulfillment process
  • Liaising with Ecommerce developers and couriers as required
  • Assisting with Social Media community management
  • Working alongside the Ecommerce manager to assist with strategic imperatives.
  • Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
  • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
  • Trained team on new systems introduced

Digital Order Controller

Coricraft
09.2016 - 07.2018
  • Coordinating customer deliveries and collections, ensuring seamless logistics.
  • Proactively contacting customers to provide updates on their account balances.
  • Securing loan stock in case of order delays, facilitating smooth transactions.
  • Keeping customers informed about the progress of their orders, enhancing transparency.
  • Collaborating with delivery partners to streamline operations and address any issues.
  • Addressing customer queries promptly and effectively, ensuring satisfaction.
  • Troubleshooting technical issues to maintain a seamless online shopping experience.
  • Assisting with online queries, and optimizing the customer support process.
  • Working closely with finance teams to allocate funds for online orders accurately.
  • Conducting confirmation calls within 48 hours of order placement, ensuring accuracy.
  • Organizing and scheduling follow-up calls for efficient order management.
  • Generating and analyzing daily reports to monitor performance and identify areas for improvement.
  • Updating order notes and tracking due dates on various platforms for effective order management.
  • Arranging physical stock checks before finalizing orders, ensuring accuracy.
  • Creating and managing SCTs (Stock Control Tickets) for showroom stock replenishment.
  • Led cross-functional teams in the implementation of new accounting software, improving overall efficiency within the finance department.

Call Centre Clerk

Dial-A-Ded (Coricraft Group)
12.2014 - 09.2016
  • Conducting outbound calls to customers to verify delivery dates.
  • Scheduling both current and future deliveries.
  • Managing the cancellation process for deliveries.
  • Regular communication and coordination with branches, customers, managers, drivers, assistant drivers, and suppliers.
  • Generating and printing Delivery Notes and Pick up Notes.
  • Collaborating with the Virtual Store team for online customer deliveries.
  • Arranging for collections as needed.
  • Handling customer complaints by making suitable arrangements.
  • Maintaining and updating a daily Query Sheet to enhance branch accuracy in generating Delivery Notes.
  • Conducting investigations into various situations as required.
  • Organizing and filing Delivery Notes, Proof of Deliveries (PoDs), and Goods Received Vouchers (GRVs).
  • Providing order numbers to branches and verifying pending orders.
  • Ensuring payment is received before booking deliveries.

Inbound Call Centre Agent

Multichoice
11.2013 - 03.2014
  • Assisted customers with opening and activating new accounts efficiently.
  • Provided personalized recommendations to customers regarding package selection to align with their budgetary constraints.
  • Offered technical support to customers, including troubleshooting connectivity issues such as cable connections.
  • Resolved error codes promptly to restore customers' viewing experience.
  • Managed account upgrades, downgrades, and additions of additional channels as per customer requests.
  • Addressed customers' inquiries and concerns regarding their monthly billing statements.
  • Informed customers about ongoing competitions and new offerings in the market.
  • Promoted and marketed current decoders and their functionalities, highlighting new features available.
  • Ensured full payment was received before reconnecting accounts.
  • Escalated calls to appropriate departments or supervisors when necessary to ensure timely resolution.

Medical Administrative Assistant

Dr ED Molefe
05.2012 - 11.2013
  • Opened consultation files for patients efficiently and accurately.
  • Liaised with medical aids to verify and validate members' coverage.
  • Scheduled appointments with specialists for patients, ensuring timely access to healthcare services.
  • Recorded and maintained accurate data, including daily procedures conducted during patient consultations, and submitted claims to respective medical aids.
  • Conducted regular stock counts on medication to ensure availability and prevent shortages.
  • Managed incoming calls and addressed patient queries with professionalism and empathy.
  • Performed daily administrative tasks to support the smooth operation of the practice.
  • Coordinated and booked appointments for surgical procedures to be performed by the doctor.
  • Verified that sufficient consultation fees were collected before patients' consultations with the doctor.
  • Provided guidance to new patients on selecting appropriate medical aid plans tailored to their needs.
  • Arranged ambulance services promptly for patients requiring urgent hospital referrals

Flexi Timer

Musica
09.2011 - 05.2012
  • Operating a point-of-sale (POS) system and performing cashier duties.
  • Maintaining cleanliness and organization of the store premises.
  • Supporting sales managers by packing and unpacking stock, as well as managing inventory rotation.
  • Collaborating with the management team to address inventory shortages and identify popular selling items.
  • Participating in product pricing activities, including promotions, markdowns, and regular pricing updates.
  • Providing customers with information on new arrivals and recommending products based on their preferences.
  • Facilitating inter-branch transfers (IBTs) and managing goods receipt vouchers (GRVs) as needed.
  • Contributing to periodic stock takes and ensuring accuracy in inventory records.
  • Segregating stock for special promotions or reserved orders.

Education

Communications

University of South Africa
Florida, South Africa
04.2001 - 04.2021

Certificate in Digital Marketing - Digital Marketing

University of Cape Town
Cape Town, South Africa
04.2001 - 04.2019

Certificate in Social Media Marketing - Marketing

University of South Africa
Florida, Johannesburg
04.2001 - 04.2017

National Diploma in Public Relations Management - Public Relations And Organizational Communication

University of South Africa
Florida, Johannesburg
04.2001 - 04.2015

Science

Hoërskool Riebeeckrand
Randfontein, South Africa
04.2001 - 04.2010

Skills

  • Problem-solving abilities

    • undefined

    References

    • The Folklore Group, Chief of Staff, +1 9148434725, Ndaya.kasanda@gmail.com - Ndaya Kasanda
    • African Fashion International, E-Commerce Manager, 0691245315, sihlesenkosimajola@gmail.com, Sihlesenkosi Majola
    • Edcon, Trade Executive, 0823732628, mwswall@mweb.co.za, Simone Wall
    • Furnituremart, Marketing Director, 0615088106, Thiart Nortje
    • Coricraft Group, Ecommerce Manager, 0711770697, betty.mphande@gmail.com, Betty Lesunyane
    • Coricraft Group, Order Control Supervisor, 0836452339, Lientjie van Staden
    • Dial a Bed - Coricraft Group, Warehouse Manager, 0832931144, Frans Blom

    Software

    Syspro POS and Syspro 7, Verifone POS and Inventory Management & ERPLY POS and Inventory Management

    Magento 1 and 2

    Hubspot & Zendesk

    Trello, Asana, Slack, Jira & Notion

    Google Analytics 4, HotJar, SEM Rush & Amplitude

    Canva

    WordPress

    Wofs, Retek, Copymatic AI & Tracmatic Retool

    Chargebee

    Stripe

    Timeline

    Customer Success Manager

    The Folklore Group
    02.2023 - 03.2024

    Ecommerce and Concept Store Merchandiser

    African Fashion International (Motsepe Group)
    10.2020 - 01.2023

    Ecommerce Merchandise and QA Specialist

    Edcon
    12.2019 - 09.2020

    Freelance Product Copywriter

    FurnitureMart
    09.2019 - 11.2019

    Ecommerce and Digital Support Coordinator

    Coricraft
    07.2018 - 08.2019

    Digital Order Controller

    Coricraft
    09.2016 - 07.2018

    Call Centre Clerk

    Dial-A-Ded (Coricraft Group)
    12.2014 - 09.2016

    Inbound Call Centre Agent

    Multichoice
    11.2013 - 03.2014

    Medical Administrative Assistant

    Dr ED Molefe
    05.2012 - 11.2013

    Flexi Timer

    Musica
    09.2011 - 05.2012

    Communications

    University of South Africa
    04.2001 - 04.2021

    Certificate in Digital Marketing - Digital Marketing

    University of Cape Town
    04.2001 - 04.2019

    Certificate in Social Media Marketing - Marketing

    University of South Africa
    04.2001 - 04.2017

    National Diploma in Public Relations Management - Public Relations And Organizational Communication

    University of South Africa
    04.2001 - 04.2015

    Science

    Hoërskool Riebeeckrand
    04.2001 - 04.2010

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