Open to opportunities

Sihle Mag

@sihlemag

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Accomplished account manager with expertise in customer success and operations.

South Africa

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What I'm looking for

I seek a role that fosters growth, values client relationships, and encourages operational excellence.

I am an accomplished account management and operations professional with a strong ability to align business strategy with operational effectiveness. With over 2 years of experience in customer success and account management roles, I excel in building and nurturing client relationships. My background in the E-commerce industry and growth strategy allows me to leverage analytical expertise and project management skills to achieve organizational goals.

Throughout my career, I have demonstrated exceptional organizational skills and a commitment to customer satisfaction. At Job Duck, I significantly improved client satisfaction ratings by 15% through outstanding customer service and a seamless onboarding process. My leadership skills were further showcased at Webhelp, where I trained a team of 10, resulting in a 12% increase in customer satisfaction. I am dedicated to enhancing operational efficiency and delivering value to clients, making me a valuable asset in any Customer Success or Account Management role.

Experience

Work history, roles, and key accomplishments

Intake Coordinator

Job Duck

Dec 2022 - Apr 2023 (4 months)

Provided outstanding customer service as the first point of contact for clients, leading to a 15% increase in client satisfaction. Developed a client data management system that improved data accuracy and streamlined reporting processes.

Customer Service Data Management Reporting Communication Team Coordination

Operations Coordinator

Webhelp

Nov 2021 - Nov 2022 (1 year)

Trained a team on customer communication practices, increasing satisfaction by 12%. Leveraged data analysis to implement operational enhancements, resulting in a 19% surge in turnaround time.

Data Analysis Customer Satisfaction Project Management Process Optimization

Customer Success Representative

Webhelp

Apr 2021 - Nov 2021 (7 months)

Collaborated with product and sales teams to address client needs, improving customer satisfaction by 22%. Resolved complex issues, enhancing first contact resolution rates from 69% to 76%.

Customer Feedback Customer Satisfaction Product Enhancement Performance Analysis Communication

Account Executive

The Foschini Group

Nov 2019 - Mar 2021 (1 year 4 months)

Conducted market research to identify opportunities and maintained client relationships, contributing to a 20% increase in account value. Surpassed sales targets by 11% through strategic account management.

Market Research Client Relationship Management Sales Strategy Account Management Strategic Planning Communication

Education

Degrees, certifications, and relevant coursework

North West University

Bachelor of Arts, Communication

Majored in Digital Marketing and Reputation Management. The program focused on developing communication skills and understanding the impact of digital marketing strategies on brand reputation.