CV Bahia Dangor July 2015

CV: BAHIA DANGOR CONTACT POINTS: dangorbahia@yahoo.co.za
South African – Coloured - Female +27 82 900 2212 (Mobile)
Please review my references on www.linkedin.com +27 11 474 7244 (Home)
Curriculum Vitae (CV)/ Resume of Bahia Dangor Page - 1 -
PERSONAL PROFILE:
Exceptional interpersonal skills is a key underlying strength. I have the ability to manage simultaneously, people,
processes and technology, in order to attain the business’ strategic objectives.
My management experience encompasses key accounts (and key account teams), contact centres and media
monitoring. I have managed business relationships on all levels including subordinates, colleagues, consumers,
corporate accounts, partners, strategic alliances and channel partners/ resellers.
I gained a deep and broad management skill-set during the merger of Nedtel Cellular and Nashua Cellular, which
evolved into Nashua Mobile. As Nashua Mobile grew and developed, we managed change as we adapted to the
dynamics of the company. I drafted and implemented many of the operational processes. My aim is to simplify
complexity and enhance efficiency, through process standardisation and automation where feasible, to focus on
engaging with people.
I have managed various business projects aimed at: (i) increasing revenue and/or enhancing our brand; (ii)
engaging with untapped markets; (iii) implementing, enhancing and managing service delivery consistently.
From a leadership and transformation perspective, I have successfully established and driven teams of people with
disparate skill/ motivation levels, to deliver on the objectives outlined by the business, through ongoing coaching and
mentoring.
I firmly believe in the abundance mentality and synergy. Colleagues have described me as a resourceful, dynamic
leader, with passion and charisma, who seeks creative solution-orientated options to address daily challenges.
EDUCATION:
Institution: University of the Witwatersrand (1999/2000)
Course: BACHELOR OF COMMERCE (BCOM)
Institution: Damelin Management School (2002)
Course: MANAGER DEVELOPMENT PROGRAMME
Institution: Leadership Forum (PTY) LTD (2002)
Course: LEADERSHIP EFFECTIVENESS ACHIEVEMENT PROGRAMME (LEAP)
Institution: Powerhouse Group (2005)
Course: POWERHOUSE CONSULTANT
Institution: Corporate, Business and Management (CBM) Training (2004)
Course: SUBMITTING WINNING TENDERS
Institution: Labour Net (2008)
Course: LABOUR RELATIONS
Institution: Brian Abbott (2008)
Course: POWER PRESENTATIONS
Institution: CHRIS J. BOTH SENIOR SECONDARY SCHOOL (Matriculated with Exemption - 1996)

OTHER TRAINING:
 Management training, Contact/ Call Centre Management, Performance Management; Mentorship & Coaching
and Project Management
 Various GSM, network, device and mobile-solution related training
 General ISP Product, Service training
 Print & Social Media monitoring
EMPLOYMENT HISTORY & EXPERTISE:
PERSONAL ASSISTANT SAID’S KARATE & GYM (May 2015 – Current)
Currently responsible for end-to-end operations management, including but not limited to client interaction,
accounts, marketing, communication (internal/ external), process and event planning & management, etc.
ADVERTISING SALES JOBURG EXPRESS (June2015 – Current)
Sell print media adverts for the Joburg Express on a part-time basis
INDEPENDENT DISTRIBUTOR FOREVER LIVING (June2013 – Current)
Distributor of 100% natural health supplements from the world’s largest manufacturer and distributor of Aloe Vera
and honey based products.
I am a bright, passionate person seeking any vacancy to re-enter the working world. A humble, entry-level
appointment to re-start my career is the fundamental objective. Please afford me an opportunity to add value and
make a difference at your organisation for the benefit of sons. I am a single-mother seeking a springboard to
success.
MEDIA ANALYST ACCELERATION MEDIA (July 2012– June 2013)
My function was to project manage & co-ordinate the service collaboration, support and delivery of the following
outputs from various suppliers: media research, news monitoring and reporting of the outcomes for key country–
centric events and/ or governing strategies or plans implemented in South Africa. Dow Jones was our international
news source. Jisani Digitrack is our domestic news source. For online reporting, we utilised Radian 6.
The objective was to report on or identify the international perception of South Africa in 18 key countries based on
news/ media. We scored and measured our country’s reputation in strategic international markets by empowering
our client with pertinent, accurate reporting and information, with a view to increase the value of foreign direct
investment into our country.
Effective and efficient key account management is a prerequisite to managing the client’s expectation. In addition to
managing successful output of the dynamic processes from the different suppliers. Networking with various people
within the client’s organisation enhanced and refined the output of the monitoring team.
CHANNEL MANAGER: MWEB PARTNER PROGRAMME (MPP) MWEB BUSINESS (May 2009 to March 2010)
I was head hunted by MWEB Business via my former Nashua Mobile, General Manager: Corporate Sales. My
objective was to build relationships and bridge the partnerships with independent channel partners (resellers), in
order to increase sales/ revenue generated from this sales division.
Channel management is an end-to-end function from new partner recruitment through to commission management,
and reporting. I managed a national team of Partner Relationship Managers (direct reports) and Administrators
(indirect).

In consultation, we re-defined and simplified the MWEB Partner Programme (MPP) strategy. This included Partner
categorisation for optimal service delivery. In conjunction with my team, we engaged with our existing channel
partners, enhancing our alliance through face-to-face engagement and by improving processes and administrative
support. I streamlined the channel processes and re-engineered the reporting to effectively measure and manage
the output vs. the business objectives.
The ultimate objective of the MPP was to position MWEB Business, as the preferred first tier ISP connectivity
provider, for independent SMEs/ MMEs providing facilities in the ICT industry.
As a team, we succeeded in re-launching MWEB’s wholesale VOIP product (re-seller model) and implemented a
lucrative MWEB Partner solution. In addition, I drafted the first functional specification document to automate
commissions that would enhance the base management once functional.
STRATEGIC-PARTNER RELATIONSHIP MANAGER NASHUA MOBILE (October 08 – April 09)
Strategic Partners are unique business alliances, unlike standard Franchises & Dealers (agents). The commercial
agreement is mutually beneficial and customised. My responsibility was to manage the strategic partnerships to
drive success in high volume sales targets (Real People), by applying key account management. Other strategic
partners’ alliance was subject to the implementation of loyalty programme.
This role required internal & external marketing campaigns and training, in order to upskill staff effectively and
introduce the new company initiative to the clients, where applicable. The strategic channel focussed on developing
and implementing exclusive and/ or niche service differentiators that had the potential of increasing or creating
alternative revenue streams for future business. Certain relationships were under non-disclosure as we attempted to
explore or discover alternative revenue streams resulting from tightening margins from the networks.
A major accomplishment was maximising the value of time on the call queues, by introducing an IVR recording that
encouraged clients to enquire about our newly introduced customer loyalty programmes (Momentum).
SENIOR ACCOUNT MANAGER NASHUA MOBILE (August 06 – September 08)
After gaining invaluable operational experience from managing in the contact centre, the General Manager (GM) of
the corporate division requested that I manage an underperforming team of Account Executives (AE) in order to
coach and upskill them effectively. The corporate portfolio of accounts ranged from small, medium enterprises to
blue chip companies (including Dimension Data, Sun International, Mondi, Softline, Arivia, Internet Solutions, Masana
Technologies, The Cold Chain, etc). The monthly turnover on our team’s base exceeded R5 million with
approximately 160 clients in the portfolio.
The AE’s primary responsibility was to manage and grow the corporate relationships and subsequently maintain
service delivery standards, within their portfolio, in order to increase the average revenue generated from the
account. Marketing new products and services to enhance sales and implementing cost-effective solutions were
core focuses.
In addition, I also managed two retail stores on the respective corporate customers’ sites.
Maintaining service standards, hitting targets, minimising churn and extending contracts was the KPA of an AE. I
ensured that the business interactions was seamless, with diminished administration on the client’s part – a more
customer-centric approach.
I drafted and implemented the first standard “Corporate Service Delivery document” which detailed the process,
requirements, turnaround times and escalation procedures, irrespective of region.

PREMIER SERVICES MANAGER NASHUA MOBILE (December 04 – July 06)
The need for a back-office support function was required to ensure that general requests/ queries were actioned
and service standards maintained - while Account Managers focussed on face-to-face interaction with their
corporate portfolios, (managing incoming calls and external visits became cumbersome and ineffective).
My task was to establish the first niche desk at Nashua Mobile in order to fill the corporate support gap identified. I
recruited a team, trained, mapped processes, implemented and managed service standards/ turnaround times.
This helpdesk eventually evolved into a corporate, franchise, dealer and partner support desk in the early days of
Nashua Mobile’s explosive growth. In addition, I established and managed an escalation desk for queries referred to
the Managing Director. All highly escalated or media related complaints, e.g. Hello Peter was referred to this desk for
resolution.
For an interim period, I was also responsible for the Reception staff and all the contact centre mailboxes in order to
implement consistent standard service levels, across all contact centre teams.
As managers, we were responsible for organising monthly events to incentivise performance.
FRANCHISE AND DEALER RELATIONS SPECIALIST NASHUA MOBILE (May 04 - November 04)
I consulted, drafted and implemented an Operations Manual for all Franchises and Dealers given that Nashua
Mobile embarked on a strategy to increase their national footprint. The existing limitation of a lack of processes and
structure caused inefficiency and frustration for both Nashua Mobile and the external sales agents resulting in
tension.
My purpose was to document the pre-requisites and process required to effect transactions. Process mapping,
negotiating and sustaining the service turnaround times was paramount to stabilise the environment between head
office and agents.
This document was the first foundation of documented processes in the company. I also compiled and created the
framework for managing National accounts across regions.
REGIONAL CORPORATE RELATIONSHIP MANAGER NASHUA NEDTEL COMMUNICATIONS (June01 – April 04)
I was directly involved in defining the roles, responsibilities and processes of the Corporate Account Managers within
the organisation. In addition, I collated the first consolidated corporate database for Nashua Mobile while integrating
the corporate accounts across the two databases, i.e. Nedtel Cellular and Nashua Cellular. Account Management,
training and project management was key to this role given the trying circumstances.
The function was exact to that of a Senior Account Executive (Aug 2006 – Sept 2008), listed above except the
organisational changes re-defined job titles. I managed a team of consultants responsible for the service experience
of their portfolio of corporate customers.
CORPORATE ACCOUNT MANAGER NEDTEL CELLULAR (March 2000 – June 2001)
Key account management dedicated to corporate client satisfaction and optimal service delivery was the main
function of this job. The objective was to increase revenue, renew and retain existing corporate clients. My team and
my management appointed me as the team leader of the first training team set up for Account Managers, when this
job function was still new in the industry.

CV Bahia Dangor July 2015

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