MS Office
Felistus Hove
Kitchener,ON
Summary
Client service professional who finds meaning in relationships with over 10 years experience in relationship management. A relationship builder and team player with energy drive and commitment for excellence. Ability to communicate at all levels through good public relations. Exceptional listening and critical thinking skills, detail-oriented individual with strong organizational skills and ability to handle multiple projects simultaneously with a high degree of accuracy. Hands on person with ability to learn new systems quickly.
Overview
18
18
years of professional experience
2
2
Certificates
1
1
Language
Work History
Client Experience Manager/ Relationship Manager
TSL Ltd - Corporate Office
Harare , Zimbabwe
2022.11 - 6 2024
- Reduced churn rate by 5% through identifying at-risk clients early in their lifecycle, implementing targeted interventions to re-engage them effectively.
- Provide informative and tailored service, and recommend the right products and solutions
- Increased and maintained above 90% customer retention rate through proactive outreach efforts, including regular check-ins and follow-up communications.
- Championed data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement.
- Organized multiple successful events strengthening community engagement while fostering rapport between company and its clientele.
- Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
Key Account Manager/Client Engagement Manager
TSL Ltd - Propak and Agricura
Harare , Zimbabwe
2019.08 - 2022.10
- Managed high-value accounts worth over 8 million in revenue consistently exceeding expectations and cultivating trust among stakeholders.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Developed customized proposals for potential clients, demonstrating value of the company''s products and services.
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
- Monitored competitor activity within the industry, adjusting strategies accordingly to maintain a competitive edge in key accounts management.
Client Service Representative/Client Engagement Manager
Datlabs Pvt Ltd
Harare , Zimbabwe
2014.05 - 2019.07
- Increased sales revenue by 20% implementing effective marketing strategies and building strong client relationships with institutional customers.
- Followed through with leads to close sales over phone, in office and during external consume targeting 16 customers per day
- Consistently met or exceeded monthly quotas by adopting proactive approach to lead generation, relationship management, and closing deals.
- Monitored personal sales activities to maintain compliance with internal policies and applicable industry and government regulations.
- Attended industry trade shows to network with potential customers, generating new leads and opportunities for business growth.
Regional Sales & Marketing Manager/Regional Branch Manager
Medtech Medical & Scientific
Harare , Zimbabwe
2010.06 - 2014.04
- Established regular reporting schedules to keep senior management informed of regional sales and marketing performance metrics.
- Organized and participated in 4 main industry trade shows, promoting company products and services while networking with potential clients and partners.
- Increased market share by 15% through identifying new business opportunities and forging strategic partnerships with potential clients.
- Maintained detailed records of all sales activities, providing valuable insights for future strategic planning.
- Developed annual budgets for regional marketing campaigns; monitored expenditures closely to ensure alignment with financial objectives.
Regional Sales and Marketing Representative/ Telesales Supervisor
Plus Five Pharmaceuticals
Harare , Zimbabwe
2004.12 - 2010.05
- Communicated with at least 24 clients per day to gather, provide and share updated information on products and services.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business reducing churn rate by 3% .
- Increased customer satisfaction to 94% by addressing and resolving complaints in timely manner.
- Contributed to team sales goals by upselling products and services to customers.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Education
Master Of Business Administration - Leadership And Management
National University of Science And Technology
Bulawayo, Zimbabwe 2021.02 - 2022.11
Some College (No Degree) - Dynamics of Successful Management
Success Motivation International
USA 2021.06 - 2021.11
Master Of Commerce - Marketing Strategy
Midlands State University
Gweru, Zimbabwe 2016.01 - 2017.11
Bachelor Of Business Administration - Marketing Management
IMM Graduate School of Marketing
Gauteng, South Africa 2012.01 - 2015.11
Skills
Client Relationship Management,
Certification
Digital Marketing
Timeline
Client Experience Manager/ Relationship Manager
TSL Ltd - Corporate Office
2022.11 - 6 2024
Some College (No Degree) - Dynamics of Successful Management
Success Motivation International
2021.06 - 2021.11
Master Of Business Administration - Leadership And Management
National University of Science And Technology
2021.02 - 2022.11
Key Account Manager/Client Engagement Manager
TSL Ltd - Propak and Agricura
2019.08 - 2022.10
Master Of Commerce - Marketing Strategy
Midlands State University
2016.01 - 2017.11
Client Service Representative/Client Engagement Manager
Datlabs Pvt Ltd
2014.05 - 2019.07
Bachelor Of Business Administration - Marketing Management
IMM Graduate School of Marketing
2012.01 - 2015.11
Regional Sales & Marketing Manager/Regional Branch Manager
Medtech Medical & Scientific
2010.06 - 2014.04
Regional Sales and Marketing Representative/ Telesales Supervisor
Plus Five Pharmaceuticals
2004.12 - 2010.05
Digital Marketing
2017-10
General management
2023-11
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
A grateful heart is a magnet for miracles
Unknown
Accomplishments
- Won Manager of the Year award consecutively in 2022 and 2023.
- Won Best Customer Centricity Personality Award 2021-2023
- Increased revenue and market share by 40%
- Supervised team of 14 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Current Education
Pursuing accreditation and good standing Mutual Funds License through Canadian Securities Institute.
Affiliations
Marketers Association of Zimbabwe (MAZ)
African Marketers Confederation (AMC)
References
Available upon request
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsCurrent Education
Pursuing accreditation and good standing Mutual Funds License through Canadian Securities Institute.
Software
ERP
SAP
Microsoft Dynamics Navision
References
Available upon request
Languages
English
Advanced (C1)
Interests
Networking
Similar Profiles
Ashok SharmaAshok Sharma
Additional Chief Engineer (Project) at Corporate OfficeAdditional Chief Engineer (Project) at Corporate Office
Mohamad KhatibMohamad Khatib
Functional Medicine at -Functional Medicine at -
Blake KendallBlake Kendall
Stay At Home Parent at -Stay At Home Parent at -