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Nokuthula M. — Senior Customer Success Manager from United States

Nokuthula M.

Senior Customer Success Manager

United States No experience yet
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Languages
English
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About

Nokuthula (Thuli) M. is an accomplished Customer Success Manager with over 15 years of experience leading customer service and operations in the global telecom, technology, and service delivery sectors. Throughout roles at Khutso and Thando Enterprise (Eskom Account) and Merchants/Dimension Data (Vodacom Account), she has directed service delivery, managed high-performance teams, and driven initiatives that improved customer satisfaction and operational efficiency. Thuli’s responsibilities have included managing SLA & KPI Management, performance reporting, quality assurance, and large-scale customer onboarding. She has also run all facets of operations in the LPG distribution industry as a business owner. Adept in customer experience improvement and stakeholder engagement, she supports distributed teams across Africa and is remote-ready with advanced digital collaboration capabilities.

Experience

  • Operations Manager

    Khutso and Thando Enterprise (Eskom Account) · 2016 — 2018
    Oversaw the comprehensive management of customer operations and service delivery, ensuring compliance with SLA and quality standards. Managed team performance, including workload planning and service escalation processes. Delivered operational reports and conducted performance reviews for executive leadership.

  • Team Manager — Customer Operations

    Merchants / Dimension Data – Vodacom Account · 2011 — 2016
    Supervised high-volume customer support teams with a focus on customer retention, satisfaction, and effective first-contact resolution. Held responsibility for SLA, CSAT, quality, and productivity targets while promoting continuous learning and capability enhancement. Collaborated with internal HR and external partners to enhance workforce performance.

  • Quality Assurance Specialist — Customer Experience

    Merchants South Africa – Vodacom Account · 2009 — 2011
    Performed QA audits across customer interactions and provided actionable insights for service enhancement. Conducted calibration sessions and organized quality workshops in collaboration with cross-functional teams. Assisted in strategies to improve performance through feedback mechanisms and training support.

  • Customer Service Consultant

    Quest / Merchants South Africa – Vodacom Account · 2006 — 2008
    Provided frontline support for inbound and outbound service channels. Managed escalations, service activations, customer retention efforts, and client recovery initiatives.

  • Business Owner

    Ditiro Energy (LPG Distribution & Energy Services)
    Oversaw the complete operations, customer service functions, logistics management, compliance adherence, and safety standards.

Skills & Expertise

Lead GenerationQA EngineerCustomer ServiceCustomer Service and Admin Support

Education

  • Human Resource Management (Incomplete)
    UNISA
  • Contact Centre National Certificate (NQF 4)
    Merchants Dimension Data
  • Business Development Programme
    Raizcorp
  • Leadership Foundation Programme
    Merchants Dimension data
  • MTN Business Venture Learnership (NQF 4)
    Institution not specified
  • Matric
    Institution not specified

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