As a senior account manager at Xpedite Technologies, my role involves managing a portfolio of client accounts. Build strong relationships with clients, understanding their needs and identifying new business opportunities. Strategic planning is a key aspect of my work—I develop and implement plans to grow accounts while ensuring client satisfaction. Internally, I coordinate with various teams to deliver solutions tailored to clients’ requirements. Additionally, I actively seek improvement initiatives and support sales teams in achieving their targets.Xpedite Technologies specializes in advanced telecommunications and network management solutions, engineered to propel businesses into the future. Their product portfolio includes:• Connectivity Solutions: Lightning-fast connectivity solutions designed to enhance operational efficiency across various sectors.• Xpedite Diagnostics: Experts in rapid DNA and RNA extraction, with a growing portfolio of kits for applications in human diagnostics, animal health, life science research, and food safety.• Private APN Products: Superior network control, speed, and security for enterprises demanding robust data protection. Ideal for industries like healthcare, government, and education.• Event Connectivity Solutions: Experts events with rapid deployment of our Private APN infrastructure, ensuring high-speed, secure, and controlled network traffic.

As a Telecommunications Account Manager, I have successfully managed and grown large enterprise accounts by developing and executing effective account strategies and building long-term customer relationships. I have devised and executed sales plans aligned with the channel strategy, ensuring clear alignment between customer and business objectives. I have negotiated and implemented account plans that optimised volume, product mix and profitability across all relevant Business Units. I have served as a trusted advisor to clients, delivering exceptional customer service and support throughout and beyond the sales cycle. I have led the development and implementation of new product launch plans within the account, achieving sales targets in line with our Product Leadership goals. I have cultivated and leveraged key relationships within the account, creating elevated levels of customer intimacy and insight. I have structured commercial agreements that fostered profitable growth for both the business and customers. I have built strong and effective relationships with key stakeholders across business segments, ensuring that conflicting priorities were resolved with support and speed and without disruption.

As a Store Manager my role was to oversee the operations, sales, and customer service of the Flagship and Large Owned Stores. I achieved the in-store sales, revenue, and churn targets, contributing to the business growth and performance. I coordinated the teamwork to make sure that all team members met the service levels and objectives of the Owned Store department. I also served other segments than Consumer as per MTN Sales strategy. I monitored the daily processes, ensuring uninterrupted workflow and high quality and efficiency standards.I managed the stock, cash, and financial and administrative documentation. I did forecasting, minimizing stock outs and losses. I followed the PPPs for cash management. I recorded the financial and administrative documentation daily as per MTN SA’s processes, policies, and systems. I implemented MTN’s policies, processes, and systems at POS level, ensuring compliance and suggesting corrective actions when needed. I resolved issues and queries and contacted the relevant sales operations representatives or areas within MTN to escalate them. I assessed the training needs of the in-store staff in Flagship and Large Owned Stores and advised them accordingly. I reported the in-store business risks.I built and maintained strong customer relationships, understanding their needs, and giving input into the development and improvement of systems and processes. I ensured maximum customer satisfaction with the service and assistance provided by Point of sale, Own Store department, as measured by CSI. I informed about the trends and patterns of customer requests and needs. I managed and solved all customer queries within the agreed SLA’s. I delivered first-time right service excellence. I set up feedback systems to collect first-hand customer information and use it for enhancements in products and services.

As a telecommunication data specialist, I have been responsible for providing product/service knowledge, training, and support to customers and staff, as well as selling and promoting data products and services. I have assisted customers with product/service knowledge, increasing their satisfaction and loyalty. I have trained customers on appropriate use of handsets, enhancing their user experience, and reducing complaints. I have assisted customers with backing up and storage of information including the transfer of information, ensuring data security and reliability. I have assisted customers in setting up their devices e.g., email, PS, video calling, data cards, handsets, improving their connectivity and functionality. I have assisted with fault finding of devices including basic testing of devices, resolving technical issues, and maintaining quality standards.I have also been responsible for training staff informally on new products and services, updating their knowledge and skills and boosting their performance. I have created an information pack for staff, providing them with relevant and useful resources and tools. I have finalized sales of data products, achieved sales targets, and grew the business. I have researched on current and future products, staying ahead of the market trends and customer needs. I have been involved in ad hoc projects, demonstrating flexibility and initiative.I have improved continuously on service delivery, exceeding customer expectations and increasing customer satisfaction. I have improved creatively on training material, making it more engaging and effective.

As a telecommunication Customer Service Representative, I have been responsible for handling cash and stock, achieving sales and meeting sales targets, providing consumer advice and education, managing stock and operations in store, identifying, and resolving issues, communicating effectively, maintaining company’s policies and procedures, conducting actual system transactions, completing relevant paperwork and documentation, and delivering general customer services.I have accounted for cash and stock, ensuring accuracy and security of financial and inventory records. I have achieved sales and met sales targets, contributing to the revenue and growth of the business. I have reduced stock shortages, minimized losses, and maximized availability of products. I have provided consumer advice and education / shared product knowledge, increasing customer satisfaction and loyalty. I have managed stock in store, including management of shortages, obsolescence, and promotional stock merchandising, optimizing stock levels and turnover. I have managed operations in store, including warranties, customer cell phone repairs (where applicable), returns, and OBF’s, ensuring quality and efficiency of service delivery.I have identified and resolved issues, improving customer experience and operational performance. I have communicated effectively, in outlet, and with MTN, maintaining good relationships and information flow. I have maintained company’s policies and procedures, ensuring compliance and standards. I have conducted actual system transactions e.g., activations, suspensions, migrations etc., facilitating customer requests and needs. I have completed relevant paperwork and documentation, keeping accurate and updated records. I have delivered general customer services, ensuring turnaround time, queuing time, accuracy, and productivity.