o Market Assessments  Does the market potential has a buying power or disposable income? o Market Access Strategieso Brand/ service online marketing real-timeo Customer service compliance measurement – real-timeo New business development strategies Entering new market terrain o Account management strategies Maximize existing businesso Remove marketing wastage o Creating marketing effective noise and measure successo Marketing strategies for… Show more o Market Assessments  Does the market potential has a buying power or disposable income? o Market Access Strategieso Brand/ service online marketing real-timeo Customer service compliance measurement – real-timeo New business development strategies Entering new market terrain o Account management strategies Maximize existing businesso Remove marketing wastage o Creating marketing effective noise and measure successo Marketing strategies for entering opportunities in the African continento Aligning business strategy with marketing efforto Sport marketing to increase attendance/ viewership  Create excitement and manage the pre- and post-event total experienceo Event management and hosting strategies/ facilitationo Social marketing: Awareness campaigns including sustaining the environment  National Awareness on crime doesn’t pay (live healthy, do no crime, work hard in teams and mentor young people) Show less

Assisting people set and implement their financial goals

Coordinating Haagen Mystery shop for Frontline Global Solutions Was responsible for business development Conducted internal communication assessment for Crickmay Managed Stakeholder Relationship for Lesiba Capital Advising small companies about business proposals and tender processes Project managed a building project in KZN South Coast.Client relationship management

- Management of Africa operations, including office budgets and salaries- Responsible for business development and market research in countries such as Nigeria, Malawi, Ghana, Tanzania, Botswana, Swaziland, Kenya, Uganda, Zambia, Lesotho, Namibia, Mozambique, Angola- Managed the Service Level Agreements with clients such as Yum SA, KFC Africa, Haagen Dazs Africa, Herbalife Africa and Chicken Republic Nigeria- Managed Quick Service Restaurant accounts in Africa such as KFC (RSA)… Show more - Management of Africa operations, including office budgets and salaries- Responsible for business development and market research in countries such as Nigeria, Malawi, Ghana, Tanzania, Botswana, Swaziland, Kenya, Uganda, Zambia, Lesotho, Namibia, Mozambique, Angola- Managed the Service Level Agreements with clients such as Yum SA, KFC Africa, Haagen Dazs Africa, Herbalife Africa and Chicken Republic Nigeria- Managed Quick Service Restaurant accounts in Africa such as KFC (RSA), Haagen Dazs and Chicken Republic in Nigeria- Handled customer service standard compliance by coordinating mystery shoppers and conducting customer satisfaction analysis in Africa as a way of performing their brand management.- Maintained the client business and offered new services to clients such as consulting, more training and extra mystery visits at a fee - Managed client relationships and conducted training on how clients could improve their brand performances.- Personal and telephonic client handling on issues such as queries, complaints and continuous coaching- Meetings and presentations regarding performance and other progress updates- Ensured all customer programmes are executed and reported on time- Ensured that over 200 field workers in Africa are fully trained and accredited to perform clients’ brand measurement programs- Oversight of internal standards and processes, ensuring they were maintained and measured- Conducted customer satisfaction surveys on behalf of the clients and reported findings. Show less

Planned and managed 17 contact centre accounts for Gauteng Departments Conducted relationship meetings with key people at customer level Represented customers during company management meetings Handled customer complaints with internal service providers such as IT, Operations and SupportRepresented clients at supplier level with issues directly impacting services offeredHandled CRM tools and daily interaction (emails, letters, instant messaging)Prepared and submitted… Show more Planned and managed 17 contact centre accounts for Gauteng Departments Conducted relationship meetings with key people at customer level Represented customers during company management meetings Handled customer complaints with internal service providers such as IT, Operations and SupportRepresented clients at supplier level with issues directly impacting services offeredHandled CRM tools and daily interaction (emails, letters, instant messaging)Prepared and submitted clients' daily, weekly and monthly reports Facilitated executive interactions with Head of Department at client levelConducted customer satisfaction surveysAnalysed customer business models and sourced for new business opportunitiesHosted clients during corporate events (BPeSA) in order to improve their business understandingCommunicated service interruptions and real-time information such as system maintenance or influx of customer callsScanned media messages and prepared PR statements for the company and positioned statements for internal staffManaged internal and external website, intranet and IVR messagesManaged the company promotional items as the custodian for the commercial department Show less

Assisted in setting up and operating of the contact centre Developed and managed the service level agreement terms Analysed the output of the contact centre deliverables against the contractCommunicated the real time information to the contact centreManaged the escalation process for the project's query management Managed the public complaints process in the project and facilitated the community forumsIssued the media position statement to the internal departments… Show more Assisted in setting up and operating of the contact centre Developed and managed the service level agreement terms Analysed the output of the contact centre deliverables against the contractCommunicated the real time information to the contact centreManaged the escalation process for the project's query management Managed the public complaints process in the project and facilitated the community forumsIssued the media position statement to the internal departments Communicated and managed municipalities affected by Gautrain construction in the projectFacilitated and hosted internal and external site visits for the key stakeholdersConducted internal and external perceptual assessment in the project Managed the project supply database (procurement) and the supply verification and accreditation process Show less

Conducted customer satisfaction survey for Shosholoza Meyl Carried out a market analysis and provided research presentation with recommendationLiaised with operation managers on key focus areasGave insight to the EXCO team regarding strategic areasEnsured that passengers were happy with the train servicesPresented on findings and possible recommendationsManaged the research team

Managed four sales regions namely, Johannesburg, Cape Town, Pretoria and Bloemfontein Managed an income budget of R50-million across all regionsIntroduced new businesses such as the Jazz trains partnering with jazz organisationIntroduced School trains cooperating with school sport coordinators and Africa toursWorked closely with tour operators and managed sales targets across all regionsNegotiated for extra capacity with train network… Show more Managed four sales regions namely, Johannesburg, Cape Town, Pretoria and Bloemfontein Managed an income budget of R50-million across all regionsIntroduced new businesses such as the Jazz trains partnering with jazz organisationIntroduced School trains cooperating with school sport coordinators and Africa toursWorked closely with tour operators and managed sales targets across all regionsNegotiated for extra capacity with train network planning for the running of charter Maintained good customer relationships Arranged for maintenance of charter train fleetEnsured efficiency and smooth run of all coaches Evaluated staff performance and managed a staff complement of 10 people Show less

Managed a team of 13 contact agentsWas responsible for quality assurance on team’s response to calls, managed their call answering skills and call handling quality Coached and mentored staff Negotiated with administration and IT regarding exceptional ideas to be implemented and led change management Served as a first line of managementManaged and evaluated staff performance Liaised with domestic and overseas staff regarding departure and arrivals of elite… Show more Managed a team of 13 contact agentsWas responsible for quality assurance on team’s response to calls, managed their call answering skills and call handling quality Coached and mentored staff Negotiated with administration and IT regarding exceptional ideas to be implemented and led change management Served as a first line of managementManaged and evaluated staff performance Liaised with domestic and overseas staff regarding departure and arrivals of elite customersArranging lounge access for elite members worldwideAssisted the sales team with elite customer queries Show less