Dimpho M.
Regional Manager
Notable Highlight
Managed a 18-person regional hub across Johannesburg East and Mpumalanga, driving Samsung's sell-out performance and retail asset growth. 9 years scaling customer support ops and multi-store teams—built workflows that cut verification turnaround and hit KPIs consistently.
Experience Summary
is a results-driven Customer Success, Operations, and Team Leadership professional with over 9 years of experience spanning telecommunications, consumer electronics, retail operations, and high-growth eCommerce environments. Throughout her career, she has built a strong reputation for driving operational excellence, leading high-performing teams, improving customer experiences, and implementing scalable processes that support business growth. Most recently, Dimpho served as Customer Experience and Verification Team Lead at Ren., one of South Africa’s leading subscription-based eCommerce businesses. In this role, she managed a remote customer support and verification team, overseeing ticket management, workflow optimization, customer escalations, and verification processes. She played a key role in improving operational efficiency by developing standardized operating procedures (SOPs), implementing structured reporting frameworks, and leading a cross-functional automation initiative that significantly reduced manual verification workloads while improving turnaround times and customer satisfaction. Currently, as Regional Hub Manager at SCE, Dimpho oversees a team of 18 product consultants across multiple regions, driving sales performance, retail execution, promotional campaigns, and operational compliance. She works closely with retail partners and stakeholders to ensure optimal product visibility, asset management, and revenue performance while maintaining strong team engagement and accountability. Her background combines customer success, operations management, team leadership, process improvement, customer support, sales performance, and stakeholder management, making her highly effective in fast-paced environments where customer experience and operational precision are critical. She is experienced in both remote and field-based leadership roles and is comfortable managing complex workflows, cross-functional projects, performance reporting, and customer-facing operations. Dimpho brings a unique blend of customer-centric thinking, operational discipline, leadership capability, and process optimization expertise that enables organizations to scale efficiently while maintaining exceptional service delivery. Industry Experience - eCommerce & Subscription Commerce - Consumer Electronics - Telecommunications - Retail Operations - Customer Experience - Customer Success - Verification & Compliance Operations - Sales & Commercial Operations
Key Achievements
- Led a remote Customer Experience and Verification team at Ren., ensuring consistent achievement of customer service, verification, and operational KPIs. - Developed and implemented SOPs that standardized support processes, improved team consistency, and increased operational efficiency. - Spearheaded a cross-functional automation initiative that reduced manual customer verification requirements by more than 60%, significantly improving workflow efficiency and customer turnaround times. - Managed Zendesk workflows, ticket queues, escalations, and verification processes while maintaining high customer satisfaction standards. - Established structured KPI reporting processes focused on First Response Time, Resolution Time, Approval Rates, and operational performance metrics. - Successfully handled complex customer escalations and high-risk verification cases, maintaining customer trust and compliance standards. - Currently leads a team of 18 product consultants across Johannesburg East and Mpumalanga, driving retail execution, sales performance, and promotional effectiveness for SCE. - Built strong partnerships with retail stakeholders, store managers, and business partners to improve product visibility and commercial performance. - Consistently delivered operational improvements through process optimization, team coaching, and performance management initiatives. - Successfully transitioned across customer support, operations leadership, retail management, and regional leadership roles, demonstrating strong adaptability and career progression.
Skills
Customer Success & Customer Experience, Customer Success Management, Customer Experience Operations, Customer Relationship Management, Customer Retention, Customer Satisfaction Improvement, Escalation Management, Customer Journey Optimization, SLA Management, Customer Support Operations, Client Communication, Operations & Process Improvement, Operations Management, Workflow Optimization, Process Improvement, SOP Development, Documentation Management, Quality Assurance, Operational Reporting, Performance Tracking, KPI Monitoring, Compliance Management, Continuous Improvement, Team Leadership & People Management, Team Leadership, Remote Team Management, Coaching & Mentorship, Performance Management, Employee Development, Team Training, Workforce Planning, Team Accountability, Cross-Functional Collaboration, Stakeholder Management, Verification & Risk Operations, Identity Verification Processes, Risk Assessment, Compliance Auditing, Verification Workflow Management, Case Management, Fraud Prevention Support, Documentation Verification, Escalation Resolution, Sales & Commercial Operations, Retail Operations, Sales Performance Management, Promotional Campaign Execution, Product Launch Support, Retail Partner Management, Business Development Support, Revenue Growth Initiatives, Asset Management, Data & Reporting, KPI Analysis, Performance Reporting, Operational Analytics, Customer Service Metrics, Root Cause Analysis, Process Auditing, Data-Driven Decision Making, Platforms & Tools, Zendesk, Jira, Salesforce, Notion, PandaDoc, Veriff, TRUID, CRM Systems, Microsoft Office Suite, Google Workspace
Work Experience
Regional Hub Manager
SCE · Johannesburg East and Mpumalanga · September 2025 – Present
- Deliver client KPIs by driving sell-out performance, maintaining and growing retail assets, and ensuring accurate retail mapping.
- Build strong business relationships with store owners, managers, and key retail partners to optimize Samsung visibility and performance.
- Drive sell-out by understanding store-, brand-, and LSM-level targets and breaking them down into measurable, actionable increments.
- Manage promotional activities effectively to maximize conversion, category share, and product awareness.
- Achieve all POP (Point of Purchase) objectives through consistent in-store execution and compliance.
- Oversee operational management including stock distribution, floor display standards, new line deployment, and asset management.
- Ensure effective distribution and visibility of all new lines across allocated stores.
- Manage regional assets and expenses responsibly to support sustainable performance.
- Lead and develop a team of 18 product consultants across Johannesburg East and Mpumalanga stores, ensuring strong execution, coaching, and accountability.
- Promote strong teamwork, collaboration, and self-management across regions.
Customer Experience and Verification Team Lead
Ren. · May 2024 – July 2025
- Supervise and support a remote team of customer support agents, ensuring daily performance targets for order verification, ticket resolution, and customer satisfaction are consistently met.
- Oversee workflow management and queue distribution in Zendesk, ensuring timely handling of inbound tickets, verifications, and escalations.
- Provide coaching, performance feedback, and mentoring to team members to improve productivity, accuracy, and overall customer experience.
- Use Veriff, TRUID, and PandaDoc to monitor and audit the customer verification process, ensuring compliance with internal policies and turnaround time standards.
- Coordinate with cross-functional teams using Jira to report bugs, track resolution progress, and escalate unresolved system issues impacting the customer journey.
- Analyze Zendesk data and KPIs (First Reply Time, First Resolution Time, Approval vs. Decline Rates) to identify areas for process improvement and enhance the customer support workflow.
- Develop and implement SOPs and documentation guidelines to standardize support processes across the team.
- Handle complex escalations and high-risk verification cases, ensuring swift and professional resolution to maintain customer trust.
- Lead weekly team check-ins and reporting sessions, aligning performance metrics with business goals and fostering a positive remote team culture.
Customer Support Representative
Ren. · December 2023 – April 2024
- Manage high volumes of customer inquiries and order verifications via Zendesk, ensuring timely and accurate resolution within SLAs.
- Utilize platforms like PandaDoc, Veriff, TRUID, and Jira to verify customer identities, process documentation, and track technical or operational issues.
- Collaborate with internal departments to resolve customer issues efficiently and escalate cases requiring special handling.
- Ensure compliance with data privacy and verification protocols while handling sensitive customer information.
- Maintain detailed and organized customer records, status updates, and ticket histories using Zendesk and integrated tools.
- Proactively follow up on incomplete or declined verifications, reaching out via email, WhatsApp, and Zendesk messages to gather missing documentation.
- Contribute to process improvements by reporting recurring customer pain points and system limitations.
- Track key performance indicators such as approval vs. decline rates and turnaround time for escalated cases.
Branch Manager
BTR · October 2023 – November 2023
- Oversee daily operations of the retail branch, ensuring smooth functioning of sales, customer service, inventory, and staff management.
- Lead a team of sales agents and customer service representatives, providing training, setting performance targets, and conducting regular evaluations.
- Drive achievement of sales goals by implementing effective strategies for promoting mobile devices, accessories, and service plans.
- Manage customer escalations, resolving issues related to contracts, billing, device malfunctions, and service activation with professionalism and efficiency.
- Ensure compliance with company policies, telecom regulations, and data privacy standards.
- Maintain optimal stock levels through accurate forecasting, ordering, and inventory control to minimize shrinkage and ensure product availability.
- Analyze sales data and customer feedback to identify trends, improve service delivery, and increase store profitability.
- Promote new products and services through in-store marketing, promotional campaigns, and staff upselling techniques.
- Collaborate with regional managers and corporate teams on branch performance reports, training updates, and new product rollouts.
- Ensure high standards of store appearance and functionality, creating a welcoming environment for walk-in customers.
Assistant Store Manager
Smo. · August 2020 – April 2023
- Supervise sales staff and provide guidance for target achievement.
- Train team on customer service techniques.
- Handle escalated customer issues and resolve them promptly.
- Encourage professional development and continuous learning.
Senior Sales Consultant
Smo. · June 2018 – July 2020
- Achieve and exceed team sales targets; mentor junior staff.
- Deliver personalized customer solutions for satisfaction.
- Conduct team discussions to enhance strategy alignment.
Sales Consultant
Tel. · October 2016 – May 2018
- Approach potential customers to assess telecom needs.
- Guide customers through end-to-end sales processes.
- Keep up-to-date with industry trends and product offerings.