Customer Service Account Manager

Curriculum vitae

Of

Vanishree Govender

To Whom it may concern:

I am an experienced Key Account manager with +10 years’ work experience in Fintech, cloud, fixed services and cyber security. I am a self-motivated target driven individual who has a passion business development and account management.

Successful in providing excellent customer service and sales solutions pertaining to a vast array of products and services.

I understand the requirement to meet deadlines and the urgency to send out quotations in a timely manner. I am a well-organized individual who sets great structure and guidelines in my everyday work to assist in achieving my day-to-day goals and targets.

This position will be a progressive step for me in my career and a great learning venture. I would appreciate your consideration and look forward to meeting with you to discuss in more detail how my background and skills can add value to your organization.

Kind Regards

Vanishree

Personal Details

Name: Vanishree

Surname: Govender

D.O.B: 04/12/1987

Identity no.: 871-***-**** 086

Age: 34

Nationality: South African

Gender: Female

Marital status: single

Health: Excellent

Home language: English

Other Languages: IsiZulu, Afrikaans & Tamil

Hobbies: Playing the guitar,travel & dance

Contacts Details

Address: 2 Athens rd.

Table view

7441

Cell no.: 060*******

Education Qualification

Last school attended: Greytown Secondary

Highest grade past: Grade 12 Matric 2004

Subjects: Biology (HG)

Afrikaans (HG)

English (HG)

Math (SG)

Accounting (SG)

Geography (HG)

Pass: Matric Exemption

Tertiary Education

~Certificate in TV Presenting and Drama Studies 2006

Institution: Damelin

Subjects: Business Management

Public Relations

Human Resources

Make up artistry Kryolan

Broadcasting & Journalism

IsiZulu

Dance

TV Presenting

Radio Presenting

Vocal Training

Drama

Computers Studies

Other Qualifications and training

TV Presenting and Drama 2006

NQF 5 Business administration 2009

Leadership Development Program through the unlimited LEAP, EQ vs IQ Training 2013

HR training Capita 2014

Learning and development Capita 2014

Cyber Security SSL 2016

Cyber security Ecommerce shopping guarantee 2016

AWS Cloud Certification 2017

Vodacom Fixed services 2018

Vodacom Leadership 2018

Vodacom Managing Key Accounts 2018

Project management 2020

Business Development 2022

Work History

Date

Company

Job Title

May 2021 (current)

PayU

Enterprise partner and merchant account manager

October 2018 to November 2019

Vodacom/Vodafone

Partner Account Manager

February 2017 to Date sept 2018

Amazon Web Services

Technical Support

June 2015 to

July 2016

Symantec/Digicert

Key Account Manager

July 2014 to

May 2015

Capita

Team Leader

August 2012 to January 2014

The Unlimited

Team Leader / Facilitator

Company: PayU

Company Overview: Leading payment service provider dedicated to creating a fast, simple, and secure payment process for merchants and buyers.

Position: Enterprise partner and merchant account manager (EMEA)

Responsibilities and key activities:

Build and maintain Relationships with Enterprise Merchants.

Engage with Exco and Stakeholders

Achieve assigned sales quota in designated portfolio and meet assigned expectations for profitability

Develop new business, through actively identifying merchant prospects, additional verticals and market opportunities and effectively articulate PayU’s sales proposition in relation to prospects’ technical requirements and business needs.

Actively and successfully handle the full sales process: lead generation and pitching,negotiations phase; closing phase – signing agreements; monitoring and facilitating Go Live;

Strong internal project management with key partners and close collaboration with cross-functional teams including but not limiting to Risk, Pricing, Legal & Compliance, Integration, Operations, Technology and Product. End to end ownership of assigned accounts.

Ensure accounts performance in terms of sales, profitability, quality and service and complete strategic customer account plans that meet company standards.

Maintains high customer satisfaction ratings.

Project-manage significant changes affecting the account, including major new products, changes to business process, service levels and terms of trade

Build and maintain product knowledge, staying ahead of product enhancements and latest industry trends, and provide feedback and input.

Partake in ad-hoc marketing activities in order to increase PayU’s visibility

Effectively interact with the Marketing, Business Development and Partnerships teams, with Sales Engineering, Product and Technology departments.

Internal promotion of South Africa as destination for global and high velocity opportunity and promotion of evolving product offering in line with opportunity and regional expansion.

Update the internal portals and sales tools

Company: Vodacom/Vodafone

Company Overview:

One of the largest telecommunications companies providing a wide range of services, to both consumer and enterprise customers.

Offering Mobile, Fixed and TV to our consumer customers and are an industry leader in IOT delivering cloud, security and carrier services to our enterprise customers.

Position: Enterprise Partner account manager

Responsibilities and key activities:

Enable and support EBU Partners in achieving the Vodacom EBU objectives of being the preferred Total Communications provider (fixed) for SOHO and SME customers in South Africa. Deliver high standard Channel Account Management for both existing and new partners. Enabling and support the EBU Partner to achieve acquisition, retention and churn target.

Allocate and communicate cloud(SAAS.PAAS,IAASetc.),IOT and fixed line targets

Assist Partners and direct customers with ERP implementation, system configuration and user training

Training vodafone business partners to be able to diagnose customer’s real business issues and match their product or solution to those problems (ERP solutions/cloud/fixed).

Attend customer scoping session with project management and other 3rd party contractors involved in the design and implementation of a new service/solution.

Achieve regional targets for new business acquisition, retention and churn

Monitor the performance of EBU partners continuously to ensure that agreed targets are achieved.

Assist the EBU partners in creating pipelines, account plans and revenue forecasting

Ensure that EBU partners apply account management methodologies in servicing customer accounts

Create and manager relationships at multiple touch points with EBU partners and customers

Act as a single point of contact for the EBU partner to drive collaboration across all functions of the business

Communicate market trends and provide adequate up to date information on products and systems

Assist with on boarding of new partners, identify type of partner, and communicate the relevant legal agreement / addendum, X-codes, co-ordinate training calendar / curriculum and access systems

Grow and enhance existing partners, inform and communicate any new training modules applicable

Communicate and drive EBU partner training curriculum in accordance to the EBU partner policies and procedures

Visit EBU partners as per a regular structured calling cycle – provide consultation and guidance to partners, be visible, build and maintain relationships with EBU partners and recommend products and services to EBU partners in order to generate more revenue

Ensure timeous response to queries and escalation; resolve all queries in the best combined interest of the EBU partner and Vodacom

Company: Amazon Web Services

Company Overview:

(AWS) is a comprehensive, evolving cloud computing platform provided by Amazon.com.

Web services are sometimes called cloud services or remote computing services.

Position: Technical Account Support

Responsibilities and key activities:

Managing business and customer accounts globally

Dealing with billing and account queries

AWS Elastic cloud computing solution and products

Manage inbound and outbound calls

Contact customer’s base by telephone, and deal with queries via email and live chat

Meeting deadlines and KPI targets

Work with exceptionally driven, customer-obsessed customer service associates and leadership

Consistently meet or exceed Quality Assurance benchmarks

Being organized and well planned, keeping to appointments and meetings internally and with clients

Driving projects that improve support-related processes

Making sure internal knowledge reference pages are updated

Assuming responsibility for developing detailed knowledge about specific product lines and features

Providing customer service and sales through service options

Providing technical assistance

Reason for Leaving: New opportunity, better working hours

Company: Symantec

Company Overview: The company produces software for security, storage, backup and availability-and offers professional services to support its software ie SSL and anti-viruses.

Position: Key Account Manager

Duties and Responsibilities:

Managing business and customer accounts in the eastern territories in America and the UK

Maintaining and growing customer base buy selling, upgrading and renewing solutions and web applications

Providing customer service and sales through service options

Providing technical assistance authentication, installation etc

Manage inbound and outbound calls

Contact potential and existing customer base by telephone, and deal with queries via email and live chat

Monitor competition by gathering current market place information on pricing, products, new products and solution, and marketing techniques

Meet monthly KPI and Sales target monthly, quarterly and yearly reviews

Consistently meet or exceed Quality Assurance benchmarks

Being organized and well planned, keeping to appointments and meetings internally and with clients

Being able to do Web ex presentations, hold conference calls and facilitate presentations

Ability to adjust to different environment’s and grasp concepts easily, providing updates and feedback to the greater Symantec family on territories and updates on brands e.g. changes in the consoles and products

Reason for Leaving: Retrenchment

Company: Capita

Company Overview: Capita is a UK leader in technology-enabled business process management and outsourcing solutions.

Position: Team Leader

D Responsibilities and key activities:

Managing a team of 15-20 people

Equipping a team of advisors to provide exceptional customer service and sales through service

Oversee the achievement and maintenance of agreed customer service levels and standards

Delivering stats and reports ensure that the team targets/KPI targets are met.

Identify and implement strategies to improve quality of service

Providing training and designing refresher modules for advisors identify and address staff training and coaching needs

Handle HR duties and IR related issues e.g. investigations, Disciplinary enquiries, return to work

Coaching sessions and having one to ones with advisors, Performance improvement

Handling complex and escalated customer service issues

Analyze different relevant data to determine customer service outputs

Controlling budget and free gift policy

Analyze reports to ensure that the team adheres to their schedules

Ensuring that the team morale exceptional by keeping individuals motivated

Holding meetings and team collaborations sessions with the team of advisors

Ensure that the team meets quality standards

Reason for Leaving: New opportunity

Company: The Unlimited

Company Overview: The Unlimited is an Authorized Financial Services Provider, Direct Marketing & Direct Sales.

Position: Team Leader / Facilitator

Responsibilities and key activities:

Responsible for internal 3 sales teams’ gradbay new starters, tenured advisors (midmarket sales team.) and a test team (development and testing new products)

Doing impact and motivational sessions to keep up team morale

Team development – coaching, performance, and improvements plans, one to ones

Product development (coming up with various ideas for new solutions and products)

Project management – working with marketing to create innovate ideas for new products, providing the testing sales team with product training and scripts for new solutions

Deadline and achieving panned objectives and working on deadline with a team

Presenting weekly and monthly sales stats to head of customer sales and floor mangers

Make sure teams are achieving quality standards and sales targets

Training- product and sales training with new sales agents and refresher and new product training with tenured agents

Recruiting and interviewing staff

Reason for Leaving: Relocated to Cape Town

Contact this candidate