Summary
Overview
Work History
Education
Skills
Accomplishments
Strengths Skills
References
Languages
Timeline
Generic
Viola Malual

Viola Malual

Darling,NSW

Summary

Enthusiastic and motivated individual with approximately 11+ years of experience in Business Development, Customer Success/Relationship Management, and Team Management roles. Having worked across various industries, I have sound experience in stakeholder management, excellence in leadership, customer success, and robust sales techniques. I am a loyal employee who successfully contributes to the company's mission, Vision, and Values, and I always aim to be a high-performing team member. I enjoy working with a diverse range of stakeholders and always drive excellent outcomes for the business. Business Development Manager skilled in growing sales and improving stakeholder relations. Strategically-minded in capturing new business and leveraging dynamic market opportunities. Accomplished in exceeding targets with results-driven approach. Skilled Business Development leader offering 11 years of experience in leading operations and enhancing revenue. Bringing expertise in client acquisition and contract negotiation, along with excellent interpersonal communication, relationship-building and team leadership abilities. Results-driven and proactive with demonstrated record of accomplishment in meeting and exceeding sales and revenue objectives. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled Business Development leader offering [Number] years of experience in leading operations and enhancing revenue. Bringing expertise in client acquisition and contract negotiation, along with excellent interpersonal communication, relationship-building and team leadership abilities. Results-driven and proactive with demonstrated record of accomplishment in meeting and exceeding sales and revenue objectives.

Overview

12
12
years of professional experience

Work History

Senior Business Development Manager

Visa (Cybersource)
02.2022 - Current
  • Account Management, New Business Development, Drive client and Visa priorities, Identify new product and service opportunities, Monitor and analyze market performance, Lead and support the delivery of RFP/RFI responses

Manager of Customer Success & Integration Team

humm Group
06.2019 - 02.2022
  • Manage staff, Manage large enterprise merchants' expectations and delivery timelines, Develop and execute eCommerce strategy, Oversee the recruitment and ongoing development of the customer success and integration team, Maintain a deep understanding of all products' features and functionality
  • Manage staff, including performance reviews, quality checks, leadership, mentoring and support.
  • Manage large enterprise merchants' expectations and delivery timelines, including.
     Myer, Cotton On, Kogan, Ikea, Auto Guru, Hanes Group, Just Group, Priceline, Michael Hill, Winnings Group and Luxury Escape, Mitre 10, and Sydney Tools
     Manage Channel relationships with all eCommerce platforms and Point of Sale providers.
     Develop and execute eCommerce strategy and deliver growth for the online and PoS by signing and onboarding new partners, including:
     Big Commerce, Till Payment, BridgerPay, Optty, Fingate, Quest eComm, Harmony PoS, Magenta Retail, Sympac PoS, Striven PoS, Retail Direction, Futura PoS, and Linkly (PCEftpos)
     Develop scalable onboarding framework and strategy for Tier 2 and Tier 3 merchants to optimise growth.
     Work with the global team to roll out humm across the UK, Ireland, and Canada.
     Effectively and efficiently plan schedules and deliver growth.
     Develop end-to-end documentation for standard practice across sales operations and products.
     Oversee the recruitment and ongoing development of the customer success and integration team.
     Maintain a deep understanding of all products' features and functionality.
     Manage large complex IT projects with cross-functional teams/stakeholders.
     Work closely with the GM, Deputy CEO, and Leadership Team to explore ways to deliver our product's new features and enhancements to merchants.
     Represent the voice of customers/merchants and influence internal stakeholders by promoting customer/merchant impact.
     Lead transition from sales to implementation and provide training, support, and guidance to customers/merchants.
     Analyse and document business requirements and provide recommendations for the management group to optimise customer success functions.
     Develop product roadmaps for new and existing products and translate roadmaps into success metrics.
     Develop systems, processes, and tools to streamline merchant onboarding, integration, and support.
     Scope out & implement new platforms, onboarding, and retention strategy.
     Collaborate effectively with sales, marketing, product, and IT teams to provide timely product feedback and advocate for resolving any issues.
     Assign project work and tasks to development teams.
     Organise and manage Jira workflow to deliver sprints on time.
     Develop customised pathways for different user types and create relevant user journeys and EDM content.
     Develop best practices, KPIs, and strategies for internal and external teams.
     Optimise online merchandising, website functions, and user experience in partnership with technical teams.
     Collaborate with the marketing and creative teams to create a seamless brand experience across our sales channels.
     Manage external and internal stakeholder expectations on delivery dates and capability and enablement.
     Maintain a detailed understanding of customer/merchant and partner contracts.
     Monitor adherence to contractual obligations and drive teams to deliver accordingly, including internal escalation as appropriate.
     Successful delivery of the program in line with PMO timelines and budgets to enable this critical capability for the business.

Business Development Manager

Bombora Pty Ltd (Ingenico Group)
04.2018 - 06.2019
  • Generate sales for a portfolio of existing accounts, Identify new sales opportunities within existing accounts, Optimise the payment ecosystem for partners through data and analytics, Prospecting and networking, Attend and participate in industry events, product seminars, and trade shows

Customer Success Manager

Zip Money Pty Ltd
09.2017 - 04.2018
  • Manage Zip Entire Small – Medium enterprise business, Help develop and execute Zip’s strategies, Collaborate directly with internal stakeholders, Develop, execute, and roll out marketing strategy, Responsible for the maintenance and growth of Zip’s transactional revenue stream

Business Development Manager

Zip Money Pty Ltd
09.2016 - 09.2017
  • Specialist in onboarding small, medium, and enterprise merchants, Prospect potential new clients and turn this into increased business, Networking, relationship building, and maintenance, New business generation, Implement marketing strategy

Business Development Executive

AMPAC Debt Recovery
01.2016 - 07.2016
  • Specialist debt collection practice supporting organisations, Prospect for potential new clients and turn this into increased business, Cold call as appropriate within your market or geographic area, Identify potential clients and the decision-makers within the client organisation, Present new products and services and enhance existing relationships

Consumer Account Manager

Dun & Bradstreet, Australia
09.2012 - 11.2015
  • Generate sales for a portfolio of accounts, Work with a client base in providing advice on credit management, Focus intensely on analysis and maximizing account profitability and revenue, Provide clients with portfolio insight through reporting, Manage and solve conflicts with the client

Education

Advanced Diploma of Management -

Martin College
Sydney
01.2011

Diploma of Business & Legal Services -

Australian Careers Business College
Sydney
01.2008

Higher School Certificate -

Ashfield, NSW
01.2006

Skills

  • Revenue Generation
  • Verbal and written communication
  • CRM software proficiency
  • Business Intelligence and Analysis
  • Decision-Making
  • Price Schedules
  • Proposal Writing
  • Salesforce Management
  • New Business Development
  • Strategic Planning
  • Pre-sales support
  • Team Collaboration

Accomplishments

  • Member of Ankali, Volunteer for Emotional Support for people affected by HIV
  • Senior First Aid - Royal Life Saving Society Australia
  • Member - St John’s Ambulance
  • Member - Sudanese Youth Group Association
  • Mental Health First Aid Certificate
  • Assisted the Governor-General of Australia in unveiling the first section of the Welcome Wall – Australian National Museum

Strengths Skills

  • Management and team leader skills
  • Ability to communicate effectively and confidently to stakeholders at all levels
  • Strong influencing skills
  • Excellent problem-solving skills
  • Tenacity and determination to achieve sustainable results in challenging business environments or situations
  • Excellent change-management skills
  • Ability to work both autonomously and within a team environment
  • Excellent analytical skills and decision-making ability
  • Strong interpersonal skills
  • Strong written and verbal communication
  • Fast learner
  • Ability to perform to a high standard under pressure
  • Reliable, loyal, and motivated
  • Strong attention to detail
  • Creative
  • Innovative thinker
  • Positive, 'can-do attitude'

References

Available upon request

Languages

Arabic
Limited Working

Timeline

Senior Business Development Manager

Visa (Cybersource)
02.2022 - Current

Manager of Customer Success & Integration Team

humm Group
06.2019 - 02.2022

Business Development Manager

Bombora Pty Ltd (Ingenico Group)
04.2018 - 06.2019

Customer Success Manager

Zip Money Pty Ltd
09.2017 - 04.2018

Business Development Manager

Zip Money Pty Ltd
09.2016 - 09.2017

Business Development Executive

AMPAC Debt Recovery
01.2016 - 07.2016

Consumer Account Manager

Dun & Bradstreet, Australia
09.2012 - 11.2015

Advanced Diploma of Management -

Martin College

Diploma of Business & Legal Services -

Australian Careers Business College

Higher School Certificate -

Viola Malual