Angela Hailu - Seasoned Healthcare Marketer & CX Professional, Self-employed

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Work Background

EyeCarePro Inc.Director of Customer Experience

May. 2023 - Dec. 2023City of Johannesburg, Gauteng, South Africa · RemoteI lead our customer facing teams. This includes our dedicated team of marketing account managers as well as our onboarding and success teams. The main responsibilities include overseeing all customer facing teams, creating policies to enhance the customer experience and setting the vision for goals to be achieved. Responsibilities: • Oversee all client facing teams and ensure quality service from these employees. • Resolve complaints from clients, conduct research to determine the root causes of their problems and find permanent solutions. • Providing ongoing training for key account manager responsibilities such as: up-sells, digital marketing, customer management and achieving customer satisfaction, etc. • Standardize processes across all teams to deliver predictable, high impact services to our clients • Collaborate with our sales, advertising, and product development teams to ensure the client is served appropriately • Automate where possible • Continuously improve the customer experience and service delivery • Continuously improve the services through innovations and added value • Identifying new opportunities for growth • Develop strategies to grow existing accounts and ensure quality and cost-effective services • Prepare and present reports on KPIs • Use data to gain a deep understanding of the client’s needs and what they expect from us • Develop tactics that will deliver the most appropriate products or services

Cingulate Marketing & Advertising (Healthcare & Pharma Specialist)Client Services Director

Apr. 2018 - Nov. 2023Johannesburg Area, South AfricaAt Cingulate what excites us it seeing our clients' brands grow, to see their profitability improve. And to help them achieve that my role is to manage the relationships with clients, to understand their needs and to make sure we deliver what we say we can: "create brand campaigns to drive growth and profitability" - through our marketing and advertising services. My role includes managing: • Client Services team • Client liaison and new business development • Campaign development and project management (TTL) • Ad-hoc medical and consumer copywriting and referencing • Supplier liaison • Medical media, digital media, digital creative campaigns • Marketing strategy creation • Concept development • Pitch presentations • Market research

Cingulate Marketing & Advertising (Healthcare & Pharma Specialist)Client Services Account Manager

Dec. 2013 - May. 2018Johannesburg Area, South AfricaAt Cingulate what excites us it seeing our clients' brands grow, to see their profitability improve. And to help them achieve that my role is to manage the relationships with clients, to understand their needs and to make sure we deliver what we say we can: "create brand campaigns to drive growth and profitability" - through our marketing and advertising services. My role includes managing: • Client liaison and new business development • Campaign development and project management (TTL) • Ad-hoc medical and consumer copywriting and referencing • Supplier liaison • Medical media, digital media, digital creative campaigns • Marketing strategy creation • Concept development • Pitch presentations • Market research

Blue ParrotAccount Executive

Mar. 2011 - Nov. 2013Johannesburg Area, South Africa• Management of client portfolio • Taking client briefs for various campaigns • Briefing studio on artwork requirements • Proofing artwork in line with client briefs • Issuing of cost estimates to clients • Conducting requisite site meetings for various projects • Finding and liaising with potential project contacts and suppliers as required • Coordination of logistics for client congresses as required • Coordination of logistics for implementation of national projects • Occasionally writing or editing copy in line with client briefs • Media ROI for client media campaigns with various publications • Liaison with external parties for various projects and campaigns

The Creative CounselSenior Project Coordinator

May. 2010 - Feb. 2011Johannesburg Area, South Africa• Manage in- store project team • Liaise with Clients, ask the right questions to get the correct brief • Store list confirmation with client • Manage creative concepts and briefs • Liaising with suppliers • Training briefs • Liaise with agents: Briefing and debriefing docs, training doc • Sending required promotional items to agents – distribution list. • Creating client reporting instrument for ROI across national campaigns • Ensure reports, recons and all invoices are received from agents • Order promotional stock • Ensuring promoters are the right profile and properly trained • Planning and management of client events as required, e.g. prize handovers • Monitor, control and report expenditure against budgets • Responsible for Job sheet, job nr, quote nr and all other financial aspects • Ensure the effective completion of the campaign administration • Liaise with suppliers, get best price and place order. • Ensure all items received on time • Consolidate and ensure all wages are completed as per debrief • Management and achievement of TCC standards

EdconProject Manager- Financial Services

Feb. 2009 - May. 2010Johannesburg Area, South AfricaPromoted to manage a wide range of projects across the Financial Services business. Management areas and projects included: the Intranet, corporate citizenship, business continuity, online enrolment, new account application, competitor analysis and social responsibility. Also managed customer service communication, complaints, escalations.

EdconProject Management Assistant - Financial Services

Sep. 2007 - Feb. 2009Johannesburg Area, South AfricaProvided project management, administrative and communications and customer service support to the business. Coordinated team and project management meetings, prepared competitor analysis reports, managed the intranet and Internet pages, fielded and resolved customer queries and helped drive marketing and customer experience projects forward.

KPMG South AfricaBusiness Unit Administrator- Financial Services

Jan. 2005 - Sep. 2007Johannesburg Area, South Africa• Preparation of department Staff Planning Scheduling • Planning of staff on required training courses: • Preparation of Financial Services BEE Scorecards (bi- annually) and submission to FS Transformation Committee • Training and supervising newly appointed Financial Services Training administrator • Implementation and support for Retain Planning Software • General administrative duties • Scheduling and coordination of BU manager& partner Planning meetings (occasionally hosting meeting as well) • Providing support to and monitoring/ supervising audit clerks (when required) • KPMG Global People Survey Champion (2006) for Financial Services • Event Planning • Ad hoc travel bookings through in-house Travel office (national& international) • Ad hoc typing of letters and reports for partners/ managers • Financial Services Intranet Page Owner • Liaising with H.R.; Learning and I.T. departments regarding new staff members; vacation students; KPMG staff policies and procedures; staff violations; people requiring training etc. • Arrangement and coordination of certain FS-specific CSI Initiatives

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