Latoya Nkosi, Client Engagement Maestro | Multifaceted Professional | Partnerships | Customer Service | Account Management | Administration & More

About

Dedicated and detail-oriented Customer Service and Intake Specialist with a proven track record of delivering exceptional support and service. Proficient in managing customer inquiries, intake processes, and providing tailored solutions to enhance client satisfaction. Eager to leverage expertise in relationship building, multitasking, and strategic planning to contribute to a dynamic team.

Experience

Randgo Rewards

Mar 2021 – Sep 2022

Johannesburg South Africa

Partnerships Specialist & Customer Support

Partner & client engagement, proactively nurture & manage partner & client relationships & accounts. Attend to relevant support queries, requests and escalations, and drive a process that ensures exceptional service delivery at all times. • Sourcing & onboarding new partners or clients. • Partner & client account management. • Support & manage incoming support queries & requests. • Engage directly with partners and clients to resolve any queries or issues as quickly as possible, maintaining the relationship integrity as well as tracking and documenting member satisfaction. • Continuously improve the value proposition to add value, drive utilization & generate revenue. • Proactively collaborate with key stakeholders to ensure that the best possible solutions are delivered. • CRM Platform Management - Updating & recording partner & client information. • Reporting/analyzing data and providing key insights. • Professional development - Developing knowledge & skills within the industry.

TLC Marketing Worldwide

Jan 2017 – Feb 2021

Johannesburg South Africa

Partnerships Specialist & Customer Service MEA (Middle East & Africa)

To proactively and strategically engage with new and existing partners in order to build meaningful relationships and ensure continuous value-add, loyalty & retention. • Creating a systematic process-driven approach to partner outreach and relationship management. • Work with the sales team to identify specific products required in line with current business needs • Representing TLC business interests with existing and potential partners by optimizing associated customer experience benefits. • Supervise the local Partnerships team and ensure they meet and achieve their KPI’s, and ensure the best practice is followed. • Work alongside the sales and client services teams to provide support and add value to client briefs. • Proactively researching, identifying, and sourcing partnership opportunities through inbound leads, outbound cold calls, and email. • Providing detailed company information to give prospective partners or clients a clear understanding of the TLC offering. • Develop and monitor daily workflow in line with targets and deliverables. • Customer Service & Administrative Support.

Aquaonline

Jan 2014 – Dec 2016

Johannesburg South Africa

Office Manager

The aim was to utilize my administrative and clerical skills to ensure the efficient operation of office tasks and become a valuable member of the organization. • Receive, answer, and direct department calls • Secretarial duties, including computer skills. • Draft policy mails & letters to clients. • Coordinate with inter-departmental heads. • Make & provide appointments to clients. • Make relevant bookings & arrangements for managers (Flights, accommodation, car rental, etc.) Assign duty schedule & supervise the work of the housekeeping staff. Fix, repair & replace any broken facility with the help of the maintenance department. • Maintain stationery stock requirements. • Prepared presentations & policies for company & for new recruits’.

ESEKA

Jan 2009 – Dec 2010

Johannesburg South Africa

Researcher

Consolidating consumer, competitor, and market data into actionable items, reports, and presentations. Identifying prospective customers' preferences and understanding business objectives. • Perform valid & reliable market research SWOT analysis. • Collect, consolidate & analyze data on consumers, competitors & market using traditional methods. Compile and present reports on data. Make recommendations in addition. • Design surveys to discover prospective customer preferences in alignment with business objectives. • Use online market research and catalog findings in databases. • Provide competitive analysis on various companies' market offerings, and identify market trends, business models, sales, and methods of operation. • Evaluate program methodology and key data to ensure that data on the releases are accurate and the angle of the release is correct. • Remain fully informed on market trends, and other parties' research and implement best practices. Proven market research analysis experience

First National Bank

Jan 2005 – Dec 2008

Johannesburg South Africa

Team Leader - SME

I was responsible for making sure that customer service representatives responded to calls in a timely and professional manner, while also ensuring that the company's standards were met in terms of customer satisfaction. • Assist with team queries • Distribution of daily stats with progress reports. • Coach and Counsel Consultants • Responsible for the successful resolution of escalated calls • Monthly performance discussion • Call quality monitoring • Monitor and manage customer complaints • Monitor workflow and productivity • Conduct weekly staff meetings • Report Progress • Ensure all processes are followed and are up to date.

Education

Coursera

Apr 2021 – Aug 2022

Certificate, Marketing - Project Planning & Management

Maryvale College - High School

– Dec 2003

Subjects Completed - •Accounting •Business Economics •Geography •Science •English •Biology •isiZulu

Latoya Nkosi

Client Engagement Maestro | Multifaceted Professional | Partnerships | Customer Service | Account Management | Administration & More

Skills