Open to opportunities

Mary Sibanda

@marysibanda

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Customer Operations & Client Support Manager improving service workflows and resolving client issues.

South Africa

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What I'm looking for

I’m looking for a customer operations/client support role where I can manage stakeholders, improve service workflows, and use CRMs to reduce complaints and increase efficiency—working with a team that values accountability and continuous improvement.

I’m a Customer Operations & Client Support Manager with experience coordinating customer support, administration, and stakeholder communication across fast-paced environments. I handle client inquiries, resolve issues efficiently, and maintain strong professional relationships.

In my current role, I manage communication and relationships with 45+ suppliers and stakeholders, implement operational improvements, and reduce customer complaints by 15%. I coordinate between departments, monitor operational performance, prepare reports, and develop standard operating procedures to improve workflow efficiency.

Previously, I supported remote customer inquiries through email, chat, and phone, improved customer response time by 30%, and reduced customer complaints by 20% through proactive issue resolution. I’m confident working with digital systems and CRM tools, including Zendesk, HubSpot CRM, and Salesforce, to deliver high-quality support and better customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Bereka Investments Pvt Ltd

Jan 2022 - Present (4 years 2 months)

Managed client support and operations for 45+ suppliers and stakeholders, ensuring timely inquiry resolution and strong relationship management. Reduced customer complaints by 15% and improved service efficiency through workflow improvements, SOPs, and cross-department coordination.

Zendesk Salesforce Customer Support Stakeholder Management SOP Development Workflow Optimization

Customer Support Coordinator

The Joshua Generation International (TJGINT)

Jul 2020 - Dec 2021 (1 year 5 months)

Coordinated customer support and administrative operations as a volunteer, supporting the finance team and resolving internal administrative issues. Implemented policies and procedures to improve operational efficiency and accountability, while assisting with finance-related coordination and lead generation.

Customer Support Administrative Coordination Finance Operations Lead Generation Operational Efficiency

Customer Operations Assistant

Oceania Water Solutions Pvt Ltd

Jun 2018 - Jan 2020 (1 year 7 months)

Managed remote customer inquiries via email, chat, and phone, coordinating with internal teams to resolve issues. Improved customer response time by 30% and reduced customer complaints by 20% by updating CRM records and implementing efficient support workflows.

Intercom Chat Support Freshdesk Customer Support

Appointment Setter

Brainsworth Business and Labour Consulting Group

Apr 2010 - Oct 2017 (7 years 6 months)

Qualified potential clients and booked appointments for the sales team through phone, email, and LinkedIn outreach, maintaining accurate CRM records. Managed calendars across time zones and followed up with prospects to nurture leads and improve appointment conversion rates.

VICIdial Lead Qualification Appointment Management Cold Calling Sales Outreach CRM Management Lead Nurturing