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@veronicahnanjala
Customer-focused operations and client success manager driving revenue growth.
I am a customer-focused operations and client success manager with 4+ years' experience delivering service excellence, partner enablement, and data-driven operational improvements across sectors. I drive SLA performance, reduce implementation bottlenecks, and coordinate cross-functional teams to resolve root causes.
At Tier Data I led onboarding, documentation, and escalation workflows that improved partner satisfaction by 15%, reduced implementation bottlenecks by 20%, and increased recurring revenue through cross-sell and upsell initiatives. I also produced market and client data that improved segmentation accuracy by 80% and contributed to revenue growth.
I thrive in fast-paced, tech-driven environments and bring a hands-on, ownership mindset to regional operations and support roles. I prioritize scalable solutions, stakeholder alignment, and continuous improvement to boost client engagement and product adoption.
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Work history, roles, and key accomplishments
Sprix & Loho Learning
Jun 2024 - Present (1 year 5 months)
Managed regional operations and partner training to improve engagement and delivery consistency, coordinating onboarding and engagement strategies that boosted active usage among long-tail partners.
Tier Data Limited
May 2022 - Present (3 years 6 months)
Led service delivery and onboarding initiatives that boosted partner satisfaction scores by 15%, reduced implementation bottlenecks by 20%, and increased recurring revenue from cross-sell/upsell initiatives by 25%.
Tier Data Limited
Nov 2021 - Apr 2022 (5 months)
Compiled and analyzed client data across 15 clusters to identify leads and market opportunities, improving customer segmentation accuracy by 80% and augmenting revenue by 5%.
Degrees, certifications, and relevant coursework
Bachelor of Science, Management Information Systems
2014 - 2018
Activities and societies: MCF Scholars Program undergraduate scholarship recipient
Bachelor of Science in Management Information Systems completed with scholarship support and coursework in information systems and management.
Software and tools used professionally
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