Experience

Payment24

• South Africa
• IT Services and IT Consulting
• 1 - 100 Employee

• Account Executive

  • Jan 2023 - Present

  Collaborating with internal and client facing teams to develop enablement plans, manage stakeholders and expectations. Managing client relationships at all levels ensuring client is satisfied and all their needs are met within scope of the client agreement. Regular engagements with the clients to understand their business & strategy, and to look for opportunities where Payment24 can add value to the client. Bringing client needs and strategy insights to management and giving input which can be used for driving platform roadmap. Managing client relationships to ensure that projects are delivered on time and within budget. Reviewing proposals from prospective clients to determine if they are a good fit for the firm’s services. Reviewing existing client accounts to determine the need for additional services or changes in strategy Engaging with potential new leads & customers during sales cycle from time to time. Putting together client proposals and negotiating pricing and contract terms with clients to ensure that they meet the firm’s standards. Serving as a liaison between client and design team members during the design process. Developing and managing budgets for projects based on client needs and objectives. Show less



BCX

• South Africa
• IT Services and IT Consulting
• 700 & Above Employee

• Service Delivery Manager

  • May 2022 - Dec 2022

• Business Consultant | Service Delivery Manager (Retail Solutions Payments & VAS)

  • Nov 2020 - Dec 2022

  Generating reports from the G8Keeper system daily to investigate and resolve calls left open, past required date for last updates and the applicable percentage of escalation further proactively providing solutions for the escalations according to SLAs. Detailing and compiling a report reflecting an executive summary based on the data analysed from the reports generated regarding the applicable SLAs.Efficiently monitoring and delivering the required outputs of the SLA resulting in customer satisfaction.Thoroughly investigate and resolve escalation queries, accurately resolving the queries aligned with the SLA requirements across all business segments. Successfully identifying additional business and expansion of current business opportunities through daily and/or weekly client discussions further immediately act upon all identified sales opportunities in collaboration with all relevant parties. Streamlining processes and efficiency of the accounts by identifying resource requirements whilst maintaining the SLA. Ensuring compliance within the site aligned to the company specific policies and procedures by supporting and assisting the site champ with managing all the site-based resources.Compiled monthly and annuity billing for clients. Show less

• Service Delivery Officer (Fuel Vertical)

  • Jul 2019 - Nov 2020

  Maintained and monitored the quality of the delivery, investigated and handled customer delivery issue as the escalation point for customer complaints and queries. Accountable for the ad-hoc billing and annuity billing.Reported monthly on SLA and Ops per client. Collaborated with BCX project office & other vendors such as Figment Design Laboratory, FDL & Innervation.Ensured adherence to SLA requirements for clients by reviewing the requirements monthly/weekly from reports generated. Administered the monitoring and maintenance of the SLA, updated relevant parties accordingly and proactively solved issues regarding SLA requirements. Effectively drove consistency to maximise customer satisfaction. Tracked the service metrics, collated the data and created reports for monthly submissions. Efficiently administered the ad-hoc billing. Show less

• 12 Month Internship – Helpdesk Support Agent (Pharmacy Vertical)

  • Jul 2018 - Jul 2019