Open to opportunities

chengetai mabiza

@chengetaimabiza

Customer Success & Support Specialist with 5 years' experience improving enterprise experiences through onboarding, troubleshooting, and reporting.

South Africa

Message

What I'm looking for

I’m looking for a fully remote customer success/support role where I can own client relationships, onboard users, troubleshoot quickly, manage SLAs and escalations, and use data insights to improve outcomes for enterprise customers.

I’m a results-driven Customer Success & Support Specialist with 5 years of experience, including 4+ years in direct client-facing roles across industrial and technical environments. I’m known for managing complex client relationships, troubleshooting under pressure, and turning technical information into clear, actionable guidance.

In my recent role as Projects Engineer at Orac Systems, I served as the primary client-facing engineer for major enterprise accounts. I managed end-to-end relationships for Lafarge Cement, Zimplats (SMC/Ngezi Mines), and Freda Rebecca Gold Mine—leading onboarding kickoff sessions and delivering regular project status reports, briefings, and documentation for both technical and non-technical stakeholders.

I quickly step in when issues escalate. I resolved complex client issues by coordinating across internal teams to provide fast, accurate responses and minimize disruption to client operations. I also proactively identified client pain points and delivered process improvements that contributed to a 60% reduction in defect/return jobs.

Earlier in my career, I served as a Quality Manager at Taj Hydraulics, implementing customer-facing quality assurance and documentation while maintaining compliance with ISO 9001 and ISO 14001, and improving consistency through standard operating procedures. I continue strengthening my data-driven approach through data analytics training, and I’m ready to deliver exceptional, fully remote customer experiences.

Experience

Work history, roles, and key accomplishments

Projects Engineer

Orac Systems

Aug 2022 - Apr 2024 (1 year 8 months)

Served as the primary client-facing engineer for major enterprise accounts, managing delivery and ongoing relationships for Lafarge Cement, Zimplats, and Freda Rebecca Gold Mine. Led onboarding and resolved complex issues under pressure, contributing to a 60% reduction in defect/return jobs through process improvements.

Client Relationship Management Project Delivery Customer Onboarding Technical Troubleshooting Escalation Management Process Improvement Cross functional Coordination

Technical Sales Engineer

Orac Systems

May 2021 - Aug 2022 (1 year 3 months)

Managed the full client sales cycle from prospecting to post-sale support for mining industry clients. Built relationships with decision-makers and exceeded sales targets by 45% in the first quarter while providing tailored technical proposals and ongoing asset-management support.

Technical Sales Sales Cycle Management Account Relationship Management Product Demonstrations Proposal Development Post Sales Compliance Documentation

Quality Manager

Taj Hydraulics

Mar 2020 - Apr 2021 (1 year 1 month)

Implemented and maintained quality assurance systems and customer-facing documentation to ensure compliance with ISO 9001 and ISO 14001. Coordinated with Bindura Nickel Mine on quality requirements, reporting and resolving issues to maintain satisfaction and contract continuity.

Quality Assurance ISO 9001 ISO 14001 SOP Development Client Coordination Process Compliance

Projects Supervisor

Boltgas International

Feb 2019 - Jul 2019 (5 months)

Supervised daily operations and maintenance, including delegating tasks, managing procurement, and ensuring client safety standards were consistently met at PPC Zimbabwe. Acted as the main liaison between the team and the client site, providing updates and escalating issues promptly.

Operations & Maintenance Supervision Procurement Management Safety Compliance Client Liaison Scheduling Maintenance Coordination

Attachment Engineer

Orac Systems

Aug 2016 - Aug 2017 (1 year)

Completed an industrial attachment at Zimplats Mines covering maintenance planning, project supervision, and plant maintenance across mechanical and instrumentation systems. Supported maintenance activities and practical operations to gain hands-on experience in industrial environments.

Maintenance Planning Plant Maintenance Mechanical Systems Project supervision Industrial Attachment Mechanical Maintenance

Education

Degrees, certifications, and relevant coursework

ALX Africa

Data Analytics Programme, Data Analytics

Completed the Data Analytics Programme, including training in Excel and SQL for querying and manipulating relational databases.

Udacity

Nanodegree (Data Analysis Fundamentals), Data Analysis

Completed the Data Analysis Fundamentals Nanodegree, focusing on data wrangling, visualization, and statistical analysis to support data-driven decision-making.