Rethabile Rampai

Own end-to-end customer lifecycle for a diverse fintech portfolio, driving adoption and upsells while coordinating HMRC regulatory processes and mentoring junior staff to improve performance.

Led strategic engagements with high-value corporate clients, managed AML and HMRC communications, and introduced reporting templates that improved financial visibility and executive engagement.

Managed onboarding/offboarding and support operations, piloted HMRC compliance training that cut resolution time by 25%, and implemented triage tagging to improve SLA tracking.

Elevated NPS and reduced churn through optimized service delivery, created SOPs to improve turnaround and quality, and provided mentorship and quality coaching to frontline agents.

Managed Tier 1–3 enterprise accounts generating £1.5M+ monthly, secured RFQs/tenders, launched growth plans delivering 12% portfolio expansion, and implemented a customer health scoring framework.

Handled 200+ B2B accounts focusing on upselling and retention, reconciled monthly invoices, and developed account health dashboards for real-time service and billing tracking.

Delivered personalized financial advice with regulatory compliance, managed CRM platforms for accurate data, and drove a 20% increase in long-term policy conversions via CRM-driven roadmaps.

Completed intensive sales training, exceeded performance targets, improved contact-to-conversion by 15% through redesigned call scripts, and contributed to A/B testing of outbound campaigns.

LLB final-year studies at the University of South Africa, focused on legal principles and practice.

Completed a Paralegal Practice Certificate aligned to NQF Level 5, covering practical legal procedures and court practice.

Completed coursework in project management covering foundational project planning and execution concepts.

Completed secondary schooling with a matriculation certificate.