Insense | TikTok & Meta Partner

Working across sales, marketing, customer success and finance teams to centralize information and data, share insights, and bridge operations

Overseeing data and systems administration and supporting data quality, analysis, and reporting improvement

Managing customer billing operations, including invoicing, outstanding balance collection, subscription renewals, processing cancellations and refunds

Creating and coordinating reporting on customer finances, product adoption, sentiment and business results (i.e., forecasts, renewal, expansion, churn)

Managing the CRM; mapping customer journeys, creating playbooks and outreach campaigns

Developing and implementing new processes, policies, and metrics to support positive customer outcomes and business growth

Identifying opportunities for process automation and optimization, with a focus on scalability

Revenue Operations Manager

Client relationship and communication management

Leading and developing the customer support team, ensuring high performance and alignment with the company's vision and objectives.

Writing and updating help center articles, troubleshooting guides and FAQS Planning, writing and reviewing case studies.

Setting up and monitoring support SLAs and metrics, ensuring high-quality support standards.

Managing and streamlining support channels and tech ticketing processes, ensuring swift resolution.

Acting as main POC for escalation of complex issues and assuring end-to end resolution.

Supporting and executing the renewals, cross-selling and up-selling processes

Customer Success Operations Manager

Awasi - Relais & Châteaux

Served as the main contact for guests, providing assistance and ensuring they had an exceptional experience during their stay. Responding promptly to any questions, needs and desires they may have and anticipating their unstated ones.

Resolved guest complaints

Oversaw and coordinated logistics of arrivals, departures and special experiences during excursions

Directed and coordinated communication between guests and staff and ensuring departmental operating procedures are adhered to

Provided support to the General Manager and Assistant Manager in day-to-day hotel operations, assuming managerial responsibilities in their absence

Guest Relations Manager

Involved in the entire guest cycle process from initial enquiry to post stay follow up, including invoicing, processing payments and guest feedback questionnaires.

Performed accounts receivables functions, managing agency credit accounts, maintaining up to date account information, following up on outstanding balances with both direct clients and agencies, processing of payments and refund requests.

Assisted direct customers with reservations and logistics enquiries as well as travel recommendations and booking of additional services.

Managed travel agency reservation enquiries, maintaining relationships with key agencies and ensured commercial partners had up-to-date information for the 3 destinations.

Formed part of a team that consistently surpassed monthly sales targets and increased year over year revenue growth.

Maintained a direct reservations enquiry conversion rate of 60%.

Sales and Resevations Executive

The Aubrey Boutique Hotel

Managed a staff of 30 while ensuring the efficient day-today operation of the hotel and maintaining a high level of personalized customer service

Coordinated and supervised the hotel´s direct customer (B2C), agency (B2B) and online sales and reservations

Managed the hotel budget and financial plans, controlled expenses, maintained accurate financial records and produced bank reconciliation statements. 

Performed accounts receivables functions, managing agency credit accounts, maintaining up to date account information, following up on outstanding balances with both direct clients and agencies, processing of payments and refund requests.

Performed accounts payables functions, managing supplier accounts, maintaining up to date account information, scheduling and processing of payments to suppliers.

Supervised maintenance, renovations and refurbishments

Ensured compliance with local licensing, employment and health laws

Hotel General Manager

Responded to guest reservation enquiries, processed guest and payment information

Processed both direct client and agency invoices and payments, followed up on outstanding balances and performed petty cash reconciliations. 

Coordinated airport transfers, restaurant and tour reservations

Exceeded room sales targets, helping the hotel achieve a 5% increase in room revenue year over year

Increased sales of tours through the improvement and refinement of concierge procedures

Managed the hotel´s online presence, coordinating with online booking engines to ensure up to date pricing information as well as monitoring and replying to guest comments on Tripadvisor

Front Desk Agent

Amanzi

Coordinated the entire operation of the restaurant on a daily basis

Managed a staff of 30, trained new employees, scheduled shifts, handled disciplinary issues and maintained a high level of motivational amongst employees

Initiated and supervised re-organizing and improvement of the restaurant’s Point Of Sale system for more efficient control of stocks as well as greater accuracy of sales and expense information

Supervised refurbishment and expansion of the restaurant’s front of house areas

Produced and analyzed monthly sales and profitability reports

Performed stock control and quality assurance

Assisted in the development and costing of weekly rotating menu

Maintained the restaurants online presence answering reviews on Tripadvisor and updating information with advertising partners

Restaurant Operations Manager

Imba Matombo Private Hotel

Oversaw the entire hotel operation, including restaurant and 3 conference/function rooms with a total capacity of 75 guests

Managed a diverse staff of 40

Developed the hotel conference and function package offerings

Achieved a 5 star rating from the Zimbabwe Tourism Authority

Planned and supervised room refurbishments that enhanced the ambience of the hotel

Managed budgets and financial plans, and maintained financial and statistical records

General Manager

Successfully initiated and supervised the installation of new Property Management System, including Point Of Sale

Coordinated with the hotels suppliers and supervised purchasing and produce quality assurance

Trained and evaluated food and beverage staff including restaurant, bar and conference/function wait staff

Planned, costed and developed the restaurant, conference and functions menus

Ensured continuous quality in the production of food as well as health and hygiene standards

Food and Beverage Manager

I am a dynamic and results-driven professional boasting over a decade of experience in client relationship and operations management. 

Renowned for my versatility, proactive approach and consistently delivering excellence in diverse environments.

I have a proven track record in enhancing client satisfaction, streamlining operations and contributing to business growth.

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