Summary
Overview
Work History
Education
Skills
Websites
References
Id Number
Personal Information
Affiliations
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Timeline
Hi, I’m

Cindy Fredericks

Brisbane,QLD
Cindy Fredericks

Summary

Reliable Senior product Manager known for providing stable, consistent leadership through full development lifecycles. Serves as calming presence and decisive knowledge base for development personnel during stressful design tasks. Proven leader of successful digital product development efforts through coordinated inter-team collaboration and expert guidance. Proactive and achievement-oriented Product Ownership bringing 10 years of marketing and leadership experience with special emphasis helping Pay TV clientele. Effectively increases social media reach and client digital profile to catapult company forward with sustained growth. Articulate communicator, natural leader and organized manager. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

29
years of professional experience

Work History

Multichoice Africa

Senior Digital Product Manager
08.2014 - 08.2023

Job overview

  • Accountable for the clear direction of all MAH Digital Products (Web, Apps, WhatsApp, Telegram and USSD) and services based on market requirements and market trends
  • Optimized product performance with extensive market research and competitive analysis.
  • Enhanced user experience by implementing data-driven design improvements for digital products.
  • Streamlined product development processes, resulting in faster time-to-market and improved efficiency.
  • Managed relationships with external vendors and partners, ensuring alignment on project goals and expectations.
  • Implemented robust analytics frameworks to measure product success and drive data-driven decision making.
  • Identified opportunities for growth through continuous evaluation of customer feedback and market trends.
  • Established clear communication channels across all departments involved in product development, fostering a collaborative work environment.
  • Championed innovative ideas that led to successful new product launches and expansions into untapped markets.
  • Defined key performance indicators for measuring product health, enabling informed decisions around future investments.
  • Spearheaded initiatives aimed at improving overall team productivity, including the introduction of agile methodologies and streamlined workflows.
  • Improved conversion rates through strategic A/B testing campaigns designed to optimize marketing messaging and user experience elements.
  • Steered product strategy discussions among executive leadership by presenting compelling business cases backed up by thorough market analysis.
  • Minimized churn rates and increased customer retention by proactively identifying opportunities for product enhancements that address user needs and pain points.
  • Advocated for customer experience improvements to drive wider user adoption within the Pay TV industry.
  • Analyzed customer behavior to derive digital product performance insights and identify areas of potential improvement.
  • Authored product performance reports, incorporating usership data and customer satisfaction scores.
  • Collaborated with UX (User Experience) team to incorporate customer feedback and User Acceptance Test (UAT) into future patches and iterations.
  • Coordinated with design and media teams to develop high-quality creative assets.
  • Launched successful digital marketing campaigns that achieved goals for increased website traffic.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.
  • Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
  • Managed budget allocation and resource utilization to maximize marketing ROI.
  • Improved website visibility through development and implementation of SEO strategies.
  • Developed comprehensive product roadmaps, outlining key milestones and deliverables throughout the project lifecycle.
  • Delivered increased customer satisfaction by addressing pain points through targeted feature enhancements.
  • Conducted regular stakeholder updates to provide transparency into project progress and manage expectations effectively.
  • Development of future technologies that could be used as a Digital platform or that would simplify any component on the Digital platforms
  • Mobile first approach with customer satisfaction at the core of the decisions that get made.

The Wired Corporation (TWC)

Business Analyst | Strategic Account Manager
08.2012 - 04.2014

Job overview

  • Entrusted with caring for large strategic key accounts, analyzing and determining requirements and needs and ensuring the delivery of solutions
  • Working intensely across the areas of technology solutions delivery and client relationships.
  • Improved business processes by analyzing current practices and recommending optimization strategies.
  • Reduced operational costs through thorough data analysis and implementing cost-effective solutions.
  • Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Increased efficiency in resource allocation by conducting detailed business requirements analysis.
  • Facilitated change management initiatives, ensuring smooth transitions during organizational transformations.
  • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
  • Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
  • Ensured compliance with industry regulations by conducting thorough risk assessments and implementing necessary controls.
  • Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
  • Managed vendor relationships to negotiate contracts, secure favourable pricing, and ensure timely delivery of products or services.
  • Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.

Huawei Technologies

International Business Key Account Manager
02.2007 - 07.2012

Job overview

  • Serving one of the largest accounts in Africa, Vodacom / Vodafone - conducting extensive business analysis in order to understand requirements and to serve as the foundation for the design & delivering of solutions and products.
  • Expanded key account base by identifying and cultivating new business opportunities.
  • Strengthened client relationships through regular communication and effective problemsolving.
  • Implemented strategic sales plans to achieve consistent revenue growth across key accounts.
  • Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
  • Developed customized proposals for potential clients, demonstrating the value of the company''s products and services.
  • Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
  • Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
  • Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
  • Collaborated with product development teams to tailor solutions specifically for key account needs, driving customer satisfaction and loyalty.
  • Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
  • Delivered exceptional customer service by resolving client concerns quickly and efficiently.
  • Presented accurate sales forecasts based on detailed analysis of market trends, ensuring optimal resource allocation for maximum results.
  • Monitored competitor activity within the industry, adjusting strategies accordingly to maintain a competitive edge in key accounts management.
  • Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
  • Cultivated an extensive network of industry contacts that facilitated access to valuable resources and insights into emerging trends relevant to key account management activities.
  • Maintained a high level of industry knowledge by attending relevant conferences, seminars, and workshops, contributing to the development of innovative solutions for clients.
  • Built and maintained strong client relationships to drive business growth.
  • Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
  • Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
  • Created sales forecasts to target daily, monthly and yearly objectives.
  • Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
  • Supported sales and reporting for large and medium-sized accounts.
  • Analyzed sales and customer data to identify trends and opportunities for increased profitability.
  • Improved account management by predicting potential competitive threats and outlining proactive solutions.
  • Analyzed key competitors to respond to competitive threats.
  • Positioned global capabilities to expand market share.
  • Conducted economic and demographic research and analysis to produce critical reports.

Microsoft SA

Inside Account Manager
02.2006 - 02.2007

Job overview

  • Driving the sale of products & services in the EPG FSI sector, focusing closely on Banking clients, conducting extensive business analysis to uncover opportunities.
  • Enhanced customer satisfaction by maintaining strong relationships with clients and addressing their concerns promptly.
  • Boosted sales revenue by implementing effective account management strategies and identifying cross-selling opportunities.
  • Collaborated with product teams to ensure accurate pricing and timely delivery of products to customers.
  • Developed personalized presentations tailored to individual clients'' needs, showcasing relevant products and services.
  • Increased customer retention by conducting regular follow-ups and providing exceptional after-sales support.
  • Managed a diverse portfolio of accounts, consistently exceeding sales targets through proactive relationship building.
  • Conducted thorough market research to identify potential leads, expanding the company''s client base significantly.
  • Utilized CRM software to track client interactions, ensuring timely responses and appropriate escalation when necessary.
  • Collaborated closely with external partners such as distributors and logistics providers for smooth order fulfillment processes.
  • Coordinated cross-functional teams to address client issues promptly, fostering a positive customer experience overall.
  • Actively participated in trade shows and networking events, generating leads and promoting brand awareness among potential clients.
  • Provided valuable feedback to senior management regarding market trends and competitor activity, ensuring the company remained competitive in the industry.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.

NIKE SA

Key Account Manager
01.2004 - 01.2006

Job overview

  • Deviating from IT into the FMCG, Retail & Wholesale sector, marketing Nike goods into the Retail sector and helping plan the development of Nike Only stores in SA.
  • Strengthened client relationships through regular communication and effective problemsolving.
  • Recorded accurate and efficient records in customer database.
  • Informed customers of promotions to increase sales productivity and volume.
  • Built diverse and consistent sales portfolio.
  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Kept detailed records of daily activities through online customer database.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Developed, maintained and utilized diverse client base.
  • Stayed current on company offerings and industry trends.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Contributed to event marketing, sales and brand promotion.
  • Maintained current knowledge of evolving changes in marketplace.
  • Developed and maintained strong working relationships with professionals within assigned territory.

TASIMA

National Call Centre Manager
01.2003 - 01.2004

Job overview

  • Setting up the call centre from scratch, putting all systems, staffing, processes and strategies in place to serve the national rollout of new software used by the SA Government's Dept of Transport South Africa
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
  • Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
  • Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
  • Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
  • Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
  • Managed budgetary responsibilities while maintaining adequate staffing levels, securing necessary resources without compromising operational efficiency.
  • Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
  • Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies.
  • Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
  • Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
  • Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Developed quality employees within call center to take over leadership positions.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Scheduled call center staff to meet operational needs whilst remaining under budget.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Developed process controls and metrics for daily management of call center.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.

Dimension Data

Call Centre Manager
01.1999 - 01.2003

Job overview

  • Managing 30 people in an IT call centre serving a key Insurance client, Alexander Forbes, ensuring an effective, quick response, high performing unit.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Paid attention to detail while completing assignments.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Developed and maintained courteous and effective working relationships.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Identified issues, analyzed information and provided solutions to problems.
  • Organized and detail-oriented with a strong work ethic.
  • Strengthened communication skills through regular interactions with others.
  • Proved successful working within tight deadlines and a fast-paced environment.

Orica

Desktop Support Technician
02.1998 - 12.1998

Job overview

  • Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
  • Streamlined IT processes by implementing effective troubleshooting techniques for common problems.
  • Reduced downtime with proactive system maintenance and regular software updates.
  • Enhanced user productivity, training employees on the use of new applications and system features.
  • Collaborated with network administrators to ensure seamless integration of desktop systems into the company''s infrastructure.
  • Contributed to increased operational efficiency by creating comprehensive documentation for internal knowledge base and troubleshooting guides.
  • Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
  • Implemented rigorous security measures to protect sensitive data and maintain compliance with industry regulations.
  • Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
  • Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
  • Performed routine backups of critical data to prevent loss due to unforeseen events or system failures.
  • Spearheaded the successful migration of company-wide email platform, minimizing disruptions to daily operations.
  • Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Tested new software and hardware prior to deployment.
  • Achieved Highest call centre resolution rates

RACV Noble Park Service Centre

PC Support Technician
02.1997 - 01.1998

Job overview

  • Enhanced system performance by performing routine maintenance, software updates, and hardware upgrades.
  • Resolved technical issues for end-users by providing timely remote and on-site assistance.
  • Streamlined IT support processes with effective ticket management and prioritization.
  • Reduced downtime, efficiently diagnosing and resolving hardware and software failures.
  • Participated in ongoing professional development opportunities to stay current with industry trends and emerging technologies.
  • Coordinated with vendors to resolve complex technical issues beyond internal expertise scope, ensuring customer satisfaction.
  • Improved network connectivity by troubleshooting connectivity issues such as malfunctioning routers or switches.
  • Developed comprehensive documentation for troubleshooting procedures, simplifying issue resolution for team members.
  • Analyzed user requirements to recommend appropriate technology solutions tailored to their needs.
  • Assisted in the deployment of new hardware and software solutions for improved business operations.
  • Conducted regular backup procedures to ensure data integrity and availability in case of system failure.
  • Educated end-users on best practices for maintaining optimal PC performance, increasing productivity.
  • Implemented preventive measures to minimize future technical issues through proactive monitoring of system health.
  • Collaborated with cross-functional teams to improve overall network performance and security.

Business Connexion

Line Support Engineer
02.1995 - 01.1997

Job overview

  • Improved system performance by identifying and resolving technical issues promptly.
  • Enhanced network stability through regular maintenance and timely software updates.
  • Increased customer satisfaction by providing efficient technical support and troubleshooting assistance.
  • Streamlined communication between team members, fostering a collaborative work environment for increased productivity.
  • First Line support for Windows 95

Education

Dameline South Africa
Johannesburg, South Africa

Diploma from Diploma in Personal Computing

Toque IT
Johannesburg, South Africa

MCSD from Microsoft Certified Software Developer

Torque IT
Johannesburg, South Africa

Diploma from Certified Helpdesk Manager
2004

University Overview


  • Certified Helpdesk Manager | ITIQ
  • Coursework: Certified Helpdesk Manager

Torque IT
Johannesburg, South Africa

MCSE Non Certified from Microsoft Certified Software Engineer
1996

University Overview


  • MCSE | Torque IT – Not certifie
  • Coursework: MCSE

Damelin South Africa
Johannesburg, South Africa

Diploma from PC Software Support
12.1994

University Overview

  • Professional Certificate in PC Software Support

Skills

  • Product Ownership
  • Product Analysis
  • IT
  • Telecoms
  • Product Management and Development
  • Contact Centre Management
  • Business Strategies
  • Digital Transformation
  • Competitive Analysis
  • Search Engine Optimization
  • Business Analysis
  • Design Thinking
  • Content Strategy
  • Product Positioning
  • Product Lifecycle Management
  • Cross Functional Leadership
  • Data-Driven Decision-Making
  • Mobile App Development
  • CRM Integration
  • Email Marketing
  • Technical Acumen
  • Cross-Functional Leadership
  • Customer Journey Mapping
  • Innovation Management
  • Project Management
  • Stakeholder Management
  • Data-Driven Decision Making
  • Digital Marketing
  • Product Roadmapping
  • Strategic Planning
  • Budget Management
  • E-commerce Optimization
  • Performance Metrics
  • Team Building
  • Agile Methodologies
  • Web Analytics
  • Conversion Rate Optimization
  • Social Media Strategy
  • User Experience Design
  • Market Research
  • Scrum Framework
  • Customer Behavior Analysis
  • Market Research Analysis
  • Product Performance Analysis
  • Customer Segmentation
  • Key Performance Indicators
  • UX Design
  • Workflow Modeling
  • Content Management Systems
  • Foreign Contract Development
  • Product Documentation
  • Strategic Planning and Alignment
  • Strategic Marketing
  • Salesforce CRM Software
  • Training and Onboarding
  • Pricing Strategies
  • Campaign Performance Tracking
  • Contract Negotiation
  • Service Promotion
  • Market Trends Analysis
  • Marketing Program Management
  • Team Recruiting and Hiring
  • Product Promotion
  • Budget Forecasting
  • Google Analytics
  • Sales Forecasting
  • Business Needs Analysis
  • Creative and Innovative
  • Content Development
  • Contract Management
  • Customer Relationship Management (CRM)
  • Marketing Plan Development
  • Social Media Marketing
  • Marketing Campaign Development
  • Campaign Planning
  • Google Adwords
  • Proposal Development
  • Price Structuring
  • Brand Development
  • Product Development
  • Customer Retention Strategies
  • Decision-Making
  • Microsoft SharePoint
  • Relationship Building
  • Cross-Departmental Alignment

Websites

References

References available upon request.

Id Number

760725 0065 08 8

Personal Information

Nationality: South African

Affiliations

  • Reading - Successfully managing anything in life as your own business type of reading
  • Running
  • Cooking

Languages

English
Native or Bilingual
Afrikaans
Limited Working

Timeline

Senior Digital Product Manager

Multichoice Africa
08.2014 - 08.2023

Business Analyst | Strategic Account Manager

The Wired Corporation (TWC)
08.2012 - 04.2014

International Business Key Account Manager

Huawei Technologies
02.2007 - 07.2012

Inside Account Manager

Microsoft SA
02.2006 - 02.2007

Key Account Manager

NIKE SA
01.2004 - 01.2006

National Call Centre Manager

TASIMA
01.2003 - 01.2004

Call Centre Manager

Dimension Data
01.1999 - 01.2003

Desktop Support Technician

Orica
02.1998 - 12.1998

PC Support Technician

RACV Noble Park Service Centre
02.1997 - 01.1998

Line Support Engineer

Business Connexion
02.1995 - 01.1997

Dameline South Africa

Diploma from Diploma in Personal Computing

Toque IT

MCSD from Microsoft Certified Software Developer

Torque IT

Diploma from Certified Helpdesk Manager

Torque IT

MCSE Non Certified from Microsoft Certified Software Engineer

Damelin South Africa

Diploma from PC Software Support

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Cindy Fredericks