Phaphani Nyaba

* Managed a diverse portfolio of clients, ensuring high satisfaction and retention through proactive communication and relationship management. Led Quarterly Business Reviews (QBRs) to assess client goals, review performance, and identify areas for improvement, driving continued client engagement and satisfaction. Conducted onboarding sessions and product training to enhance product adoption and support clients in achieving their hiring objectives. Collaborated with internal teams, including product and marketing, to resolve client issues and deliver tailored solutions. Consistently met or exceeded key performance metrics, including client retention, satisfaction scores, and time-to-resolution for support requests.

• Successfully onboarded 50 new clients in the first quarter, resulting in a 30% increase in revenue. • Maintained customer loyalty by providing exceptional support through chat, calls, and CRMs. • Upsold to existing customers and introduced new clients to offerings in our product line. • Fostered long-term relationships with our customers while ensuring all SLAs and KPIs were met.

• Assisted customers with complaints, inquiries, and provided information about products and services. • Processed payment orders and returns, managed flight cancellations and rebookings through the airline CRM and ticketing system Amadeus GDS. • Upgraded flight classes and managed rebookings for HNI clients of a major international airline

• Identified leads, educated prospects on products through calls, trainings, and presentations, and provided existing customers with exceptional support. • Sold the company's products resulting in a 25% increase in revenue. • Managed client relationships and provided guidance and support to ensure their success.