Experience

RT7 Digital

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Account Manager

  • May 2020 - Present

  Managing a portfolio of accounts and projects across a broad range of creative, technical and specialist activities within Amazon (Seller and Vendor platforms).Assisting with account setup and brand registry within various marketsCampaign management with an understanding of various ad campaign typesDeveloping and growing client relationships. Forecasting and identifying market trends. Providing technical/operational support and guidance relating to the day to day running of Amazon accounts.



Global Media Services

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Team Leader/ Regional Manager

  • Aug 2015 - May 2020

  • Managing and reporting on the sales/bookings floor for all regions including the United Kingdom, Australia, New Zealand, and Canada as well as having sole responsibility for the Swedish and Norwegian markets.• Ensuring workload and workforce management objectives are met to meet the demands of aggressive marketing campaigns.• Monitoring system performance; identifying and resolving problems; preparing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.• Needs assessments, capacity planning, and cost/benefit analyses.• Liaising with senior management to develop strategic plans to ensure market and revenue growth.• Actively participating in the recruiting, selecting and interviewing.• Training and developing of approx. +-30 event coordinator’s on all policies and procedures with a focus on increasing booking conversions through world class customer service and exceeding expectations.• Monitoring individual’s sales performance, compliance, quality assurance and errors within a fast paced environment.• Coaching, developing and motivating of event coordinators to achieve their individual as well as the teams KPI’s • Managing all customer complaints, investigating all negative feedback and taking appropriate action to ensure a positive result.• Managing the floors response times, abandonment rate and adherence.



Amazon

• United States
• Software Development
• 700 & Above Employee

• Digital Customer Care Specialist

  • Oct 2014 - Jul 2015

  • Providing client service on all digital products and services • Efficiently and effectively handling customer issues by phone, email and live chat• Effectively utilizing Client Management software and accounting system to assist clients• Understanding clients technical issues and questions for our digital products & programs• Troubleshooting and resolving queries efficiently and effectively in a methodical way • Troubleshooting Wi-Fi issues, screen issues, streaming/downloading issues, payment issues, software issues• Training all starters on Amazons digital products, services and content as well as following best practices and Amazons tenets.Achievements: Promoted to Subject Matter Expert and was sent on a Subject Matter Expert training course to train all new staff as well as tenured staff on all Amazon’s digital products and services.



Nu Metro

• Team Leader/Operations Manager

  • Mar 2012 - Dec 2012

  •Responsible for daily operations management to ensure optimal service levels.•Managing all staff (+- 50) and demonstrating the utmost professional behaviors and modelling the way for the team. •Coaching, training and development, as well as performance management•Working with the store manager to provide leadership and goal setting for both one’s self and staff.•Coordinating and implementing all admin policies and procedures•Contributing to the training of new recruits, continuous training of existing staff, as well as, discipline, supervision and retention of qualified staff•Motivating staff to achieve daily, weekly and monthly targets.•Delegating and follow up (the assigning of duties to subordinates, granting authority to carry out duties, following up to see that duties are carried out) in the absence of the Manager•Compiling financial reports, budget forecasts, tracking expenses, stock takes•Event Coordinating (Premiers)•Dealing with all suppliers and ordering all resources needed to trade•Handling of all customer relations on site and on various social media networksAchievements: Improved customer service through training and development bringing about 40% decrease in monthly service complaints with an increase in sales.



DigiOutsource

• South Africa
• Entertainment Providers
• 700 & Above Employee

• Retention Brand Marketer/ Senior Account Manager

  • Jul 2009 - Feb 2012

  Management•Maintaining and growing database through applying relevant tactics: conceptualizing, planning and creatively offering brand promotions, rewards and incentives to customers.•Evaluating and monitoring database activity and proactively setting up marketing campaigns to address drops in revenue or retention.•Implementing promotions (branding) & immediate response interventions:•Actively managing brand promotions, creating targeted promotions.•Proactively managing customer accounts, dealing with all escalated queries and issues ,ensuring prompt resolution for improved customer experience.•Creatively offering rewards to customers, deliver and report on return on investment.•Altering and adjusting promotions to get optimal response rates.•Creating and maintaining brand awareness.•Reviewing of relevant reports to get a holistic overview in order to action strategy

• Acquisition Brand Marketer

  • Feb 2010 - Oct 2010

  Duties:•Formulate tactical Website, Software Interface and Product plans and improve existing programs to ensure brand identity and growth.•Track and monitor Brand performance in terms of offers, quality of websites, usability, conversion metrics as well as tracking-ability.•Analyze and report on Brand performance in terms of player experience, growth, effectiveness and return on investment.•Recommend and drive enhancements based on thorough analysis, by coordinating and collaborating with relevant departments within the business.•Ensuring the Brand is correctly positioned through any Marketing activity, as per Brand Strategy.•Responsible for Brand monthly, weekly and daily targets.•Briefing Brand support team, Operational support Team.•Setting up campaigns using internal systems.•Forming part of the key project team, driving new marketing and business initiatives for the Global market.•Implementing Conversion Campaigns to ensure player growth through the funnel.•Briefing creative and development teams on work required from a website Software perspective.



Ambition24hours Nursing Agency

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• International Recruitment Consultant (Oil and Gas Industry)

  • Mar 2007 - Mar 2009

  New business Development•Creatively sourcing quality new business through the Internet, local and national newspapers and other forms of media•Introducing clients to A24site and marketing A24site as a unique recruitment company via various marketing materials•Drawing up business proposals and Terms of Business•Building and Developing relationships with clients through networking•Advertising Vacancies ( World Wide Web, National newspapers)•Negotiating pay and salary rates and finalizing arrangements between clients and candidates•Conducting interviews, registrations and inductions for suitable candidates•Existing business Development(Client Relationship Management)Networking•Building up Data base with potential clients•Building relationships with key decision makers in companies particularly in theHR sector•Database ManagementFinancial Risk Management•Providing all clients with Terms and Conditions before commencing a business relationship, and make sure they understand and agree to them•Drafting up business proposals on service and cost•Forwarding invoices and following up on themAnalyzing and interpreting market trends



AIG

• United States
• Insurance
• 700 & Above Employee

• Customer Service Advisor

  • Nov 2005 - Dec 2006

  •Dealing with client queries for specific policies & updating client records•Claims & claims procedures•Issuing travel insurance. world wide•Issuing single trip policies•Quality assurance and training of new starters.Outbound:•Direct sales of various insurance policies•Down grading , retention and re-instating of recently cancelled policies•Upgrading existing policies(special promotions)•Cross selling



Virgin Active

• United Kingdom
• Wellness and Fitness Services
• 700 & Above Employee

• Help Desk Administrator

  • Nov 2003 - Oct 2005

  •Managing calls logged on member helpdesk, resolving issues•Resolving membership ,account & system queries•Supporting club, regional & national staff on matters pertaining to Virgin IT.•Advising all enquiring staff on Co. policies & procedures•Auditing & Actioning of ADHOC tasks and data fixes.•Drawing up monthly reports•Support for all clubs in South Africa



Nedcor

• Banking
• 1 - 100 Employee

• Go Banker (Store Manager)

  • May 2003 - Oct 2003

  • General store management• Opening new accounts for clients• Liaising with clients• Issuing new/replacement cards• Sorting out account queries• General administration• Customer services• Merchandizing of promotional products



The Automobile Association of South Africa

• South Africa
• Consumer Services
• 200 - 300 Employee

• Consultant/ Advisor (Weekend Manager)

  • Jul 2000 - Aug 2002

  • Handling a variety of customer queries• Issuing membership applications, international drivers licenses, travel insurance• Liaising with customers• Drawing up itineraries• Planning holidays for clients• Banking and day end procedures