Open to opportunities

Gareth Le Roux

@garethleroux

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Guest Experience and Client Success professional skilled in onboarding, retention, and luxury customer service.

South Africa

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What I'm looking for

I’m looking for a client-focused role where I can own onboarding and training, drive retention with fast, empathetic support, and use CRM/reporting to improve service quality—preferably in a high-touch, fast-paced environment.

I’m a Guest Experience & Client Relations professional with over 5 years of experience delivering exceptional client experiences. I build long-term relationships, resolve complex customer concerns, and drive customer satisfaction—especially in luxury hospitality environments.

In my most recent role as Client Success Manager / Account Manager, I managed a client portfolio in the wellness marketing sector as the primary point of contact for onboarding, retention, and long-term satisfaction in a fast-paced remote environment. I collaborated cross-functionally and used HighLevel CRM, ClickUp, and Discord to keep support organized and measurable, achieving 97% client retention through proactive engagement and rapid issue resolution. I also provided dedicated support by responding within 60 minutes during business hours and within 12 hours after hours.

Previously, as a Customer Success Officer and Sales professional at Medisend Solutions, I trained Healthcare Professionals and Practice Managers on service offerings and the implementation/integration of PMA and EDI software. I consulted to identify needs and requirements, supported ongoing guidance, and developed training/user manuals to improve adoption. I also handled payment reconciliation and claims processing tasks such as medical aid claim follow-up, PMB follow-up, and patient liability follow-up.

Earlier experience strengthened my operational reliability and communication style—from front desk administration and VIP guest-facing support to receiving/dispatching and stock controls, plus a short technician role involving alarms, cameras, and access control upgrades. Across every environment, my focus stays the same: maintain documentation and quality control, improve processes, and deliver service recovery that earns trust.

Experience

Work history, roles, and key accomplishments

Client Success Manager / Account Manager

AI Marketing Team / True Welllness Marketing

Feb 2025 - Apr 2026 (1 year 2 months)

Managed a portfolio of wellness marketing clients as the primary point of contact, driving onboarding, retention, and long-term satisfaction in a remote environment. Achieved 97% client retention through proactive engagement, rapid issue resolution, and personalized relationship-building.

Client Onboarding Training Customer Relationship Management Service Recovery De escalation ClickUp Discord Stakeholder Management Reporting CRM Activity Tracking Project Management Customer Retention

Customer Success Officer and Sales

Medisend Solutions

Dec 2021 - Jan 2025 (3 years 1 month)

Trained healthcare professionals and practice managers on service offerings and implementations, including PMA and EDI software and solutions. Provided ongoing customer support, conducted market research, and supported claims and payment-related processes including payment reconciliation and follow-ups for medical aid and patient liability.

Training Healthcare Services Needs Assessment EDI Practice Management Market Research Customer Satisfaction Payment Reconciliation Claims Processing Medical Aid Claim Follow Up PMB Follow Up Patient Liability Follow Up

Technician

Qey Secure

Jan 2023 - Mar 2023 (2 months)

Maintained alarm systems, wires, and cameras across sites, and supported installations and upgrades for new and existing clients. Installed and programmed access-control components including boom gates and gate motors, and upgraded systems such as Paxton and Impro.

Wiring Access control systems Paxton Gate Motors Installation Alarm Upgrades

Front Desk Administrator

Planet Fitness - Waterkloof

Oct 2021 - Dec 2021 (2 months)

Handled front desk operations by meeting and greeting clients, answering and screening phone calls, and maintaining the reception area. Supported in-floor assistance to ensure Covid-19 protocols were met by members and guests.

Front Desk Operations Guest Client Greeting Call Screening In Floor Assistance

Receiving & Dispatching Clerk

OTT Technologies (Pty) Ltd

Oct 2020 - Jan 2021 (3 months)

Ensured correct receiving and dispatch of goods by verifying quantities and completing quality checks to confirm items were not damaged. Managed stock through monthly stock takes and reported damaged or missing goods to the line manager.

Quantity Verification Stock Management Receiving Of Stock Damage Missing Goods Reporting

Personal Assistant to Owner

Wildia Trading 2301 (Pty) Ltd

Mar 2018 - Mar 2020 (2 years)

Acted as first point of contact and managed communications, including telephone calls and email correspondence. Supported diary management, meeting arrangements, access control, travel and accommodation logistics, and maintained database and filing systems while liaising with staff, suppliers, and clients.

First Point Of Contact Access Control Database Management Personal Account Support

Education

Degrees, certifications, and relevant coursework

Hoërskool Waterkloof

Matric (National Senior Certificate), Secondary Education

2014 - 2019

Activities and societies: With Hospitality as a subject, gained approximately 3 years of waiting experience.

Completed Matric at Hoërskool Waterkloof (2014–2019), with subjects including English, Afrikaans, Mathematics, Hospitality, Business Studies, Tourism, and Life Orientation.