Naledi Phala

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Key Account Manager

MasterStart South Africa

Apr 2023 - Nov 2024 (1 year 8 months)

• Develop scalable learning solutions that focus on enhancing critical human skills for businesses. • Manage and nurture relationships with key accounts, ensuring customer satisfaction and driving renewals. • Identify cross-sell and upsell opportunities within existing accounts, contributing to a consistent growth pipeline. • Lead presentations and collaborate with various teams to ensure tailored solutions that meet client needs. • Achieved an increase in client retention through exceptional service and account management. • Regularly gather and analyze feedback to refine service offerings and ensure they align with market trends. Business Development Reprsentative • Lead Generation and Prospecting: Identify potential clients throug

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Member (Voluntary

African Youth Security Network

Jan 2023 - Current (3 years 6 months)

• Participate in initiatives aimed at enhancing youth security across Africa through education, awareness, and networking. • Collaborate with team members to contribute ideas for addressing youth-related security challenges and support ongoing projects.

Client Relations Manager

XM

Aug 2022 - Apr 2023 (9 months)

• Managed relationships with clients, ensuring timely response to inquiries and resolving issues to ensure satisfaction. • Conducted regular reviews with clients to assess their satisfaction and identify opportunities for service improvements. • Coordinated with internal teams to ensure client expectations were met and exceeded, particularly in service delivery. • Supported the sales team in securing renewals and expansions by providing detailed reports on client engagement and feedback. • Contributed to an increase in customer satisfaction scores.

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Junior Sales Assistant

EDGE Education

Jan 2022 - Aug 2022 (8 months)

• Generated and qualified leads through market research, networking, and cold calling to identify potential clients for educational products and services. • Built a sales pipeline by arranging meetings with decision-makers and presenting tailored product offerings. • Supported the sales team with account follow-ups, proposal development, and maintaining CRM records. • Developed product knowledge and provided detailed product demonstrations to prospective clients.

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Customer Service Ambassador

Virgin Active South Africa

Aug 2021 - Nov 2021 (4 months)

• Served as the primary point of contact for members, addressing their concerns and providing solutions in person, over the phone, and through email. • Ensured members had a positive experience by engaging with them, handling queries, and escalating issues where necessary. • Assisted in membership renewals by identifying opportunities to enhance customer satisfaction through improved service offerings. • Collected and reported feedback to management, leading to changes in service delivery that improved member satisfaction.

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Receptionist

Dec 2020 - Aug 2021 (9 months)

• Welcomed members and visitors, ensuring a smooth check-in process and providing relevant information about the club's services. • Managed member appointments and inquiries, both in person and via phone, ensuring timely and accurate responses. • Assisted with administrative tasks such as updating member profiles, processing payments, and maintaining accurate records. • Supported the operations team in managing the front desk and ensuring all procedures were followed according to company standards.

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Public Relations Intern

Khanya PR

Jun 2019 - Jul 2019 (2 months)

• Assisted in the creation of media content, including press releases, voiceovers, and social media posts to promote brand initiatives. • Coordinated interviews, ensuring both interviewer and interviewee were prepared and had all necessary information. • Organized events and managed schedules to ensure media engagement and participation went smoothly. • Provided administrative support, including scheduling meetings and maintaining communication between internal teams and external stakeholders.

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