Customer Success and Service Delivery Manager

Managed service delivery across multiple client accounts, ensuring contractual SLA compliance and high-quality customer outcomes. Built trusted relationships with internal and external stakeholders and served as the primary escalation point for complex operational issues.

Coordinated cross-functional incident investigation and prevention activities, monitored KPIs, and implemented service-improvement initiatives. Facilitated client service reviews, supported transitions and change management, and maintained transparent communication during critical incidents.

Managed customer cases through Salesforce, ensuring timely resolution, high service standards, and an exceptional customer experience. Served as the primary contact for customer technical and operational queries.

Monitored live testing sessions, enforced applicable policies, and ensured compliance with testing standards while resolving customer concerns.

Drove revenue growth through consultative selling, product knowledge, and customer engagement. Managed product placement, shelf health, visual merchandising, pricing, and store activation activities to improve visibility and profitability.

Expanded the customer base by onboarding independent and informal traders. Delivered product training and post-sale support to support successful product adoption.

Managed customer billing and service-related enquiries across multiple channels. Investigated escalated complaints and coordinated service appointments and customer resolutions.

Maintained compliance with service standards and quality metrics. Contributed to customer retention through effective issue resolution and responsive service.

Delivered remote technical support and troubleshooting for smart meter issues. Diagnosed and resolved technical problems, managed customer accounts, and processed service requests.

Escalated complex incidents to specialist teams when required. Maintained service-quality and customer-satisfaction standards throughout support interactions.

Simplified billing statements and usage explanations to improve customer clarity. Generated leads and identified service-improvement opportunities while supporting customers with their enquiries.

Analyzed team performance statistics to support operational improvements. Built and maintained positive customer relationships through effective communication.

Sold insurance and financial products while building and maintaining client relationships. Educated customers on financial solutions based on their needs.

Applied customer-service and consultative-sales skills to support product understanding and client engagement.

Led bar teams to ensure consistent service delivery in high-volume hospitality environments. Managed stock, inventory, and day-to-day operational requirements.

Designed cocktail menus and promotions and delivered customer service focused on quality, speed, and guest satisfaction.