Mazen Chebaro
Summary
Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Customer-focused professional with a successful 10-year career in finance and procure to pay systems sector. Innovative and goal-oriented Management professional committed to success management. Drives company growth through success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Basware
08.2022 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with the sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted operational and quarterly business review meetings to assess the success plan progress, and strategize future growth opportunities for clients.
- Played an instrumental role in client satisfaction by working with the research and development, Project, Solution consultant, and support team for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Managed a portfolio of Government, VIP, and Strategic key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Collaborated with sales and product teams to address customer success objectives.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Defined clear targets and objectives and communicated to other team members.
- Organise yearly customer council meetings to celebrate customer achievements and to share their experience.
Finance / Purchasing Systems Specialist
Anglicare
03.2018 - 07.2022
- Training & Development of all divisional staff
- Continuous Systems process improvement
- Provides Systems reporting and KPI to all internal and external stakeholders
- Testing and implementation of all the systems updates and new features
- Ensures the effective administration of Procurement and workflow system by managing the system so that it accurately reflects authorized user access, approved financial delegation authority, item and supplier data, and ongoing uninterrupted system access
- Ensures P2P Systems are working effectively and issues or required system improvements are actioned, coordinated, and documented promptly through liaison with the finance, procurement, and IT department
- Ensures Effective administration and compliance of expense claims in line with policies and procedures
- This includes reporting on purchasing from staff, credit cards, expense claims, follow-up with staff who are not acquitting, managers not approving, duplicate payments, reporting any issues with line manager
- Key Contact with divisional businesses with regards to system processing and issues rectification
- Contributes to the administration activities of the Accounts Payable Team by accurate and timely processing of invoices, payment runs etc
- Strong understanding of financial processes.
- Implemented system upgrades to maintain optimal performance levels and accommodate business growth.
Senior Account Payable / Basware & ReadSoft System Administrator
Downer Group
07.2013 - 02.2018
- Manage and maintain all functions of Basware Admin (Create Users, User Licenses, System Management, Data Maintenance and Invoice Management.) Management of invoices system interface to ensure all issues are resolved
- Management of Caltex & Shell Fuel cards for Downer Rail sites
- Key Contact with divisional businesses with regards to system processing and issues rectification
- Managed and maintain AP systems issues register
- Create and maintain supplier contracts using Basware Matching Admin
- Involved in the ReadSoft implementation and managed the optimisation and verification process to maximise efficiency and increase Auto Verification rate
- Maintain and manage shared services AP specific mailboxes and registers
- Maintain and Process employee's personal expenses including overseeing the transition from paper based to web-based claims
- Ensure confidentiality is maintained and meets best practice requirements
- Daily Duplicate invoices report check
- Solve and process all aged invoices issues in a reasonable time, including the liaising with internal customer and suppliers
- Run Daily processing workload status
- Matching and processing invoices
- Receive and verify invoices and requisitions for goods and services
- Create and Update supplier banking details
- Manage a team of 8 AP members.
Head of Sales and Marketing Department
Casper & Gambini's
01.2003 - 01.2013
- Responsible for Increase sales year on year growth achieve 20 % in 5 years
- Assist with the maintenance of profit & loss and financial statement
- Training & Development of all divisional staff
- Developed and implemented Marketing campaigns, sales process, and product / Service presentations
- Organize and sponsor Events & Private Caterings
- Establish Standard Operating Procedures for the branch
- Managed of food and quality control across the business
- Managed a team of 10 sales supervisors, oversight of divisional team of approximately of 100 staff.
Education
Success Management
Basware Customer Success Certification
08.2023
Leadership Essentials Course -
Undertaken - Completed in June 2022
01.2021
Diploma in Occupational Health & Safety -
TAFE NSW
01.2012
Diploma in Business Management -
PIGIER COLLEGE
01.2002
Skills
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Business Planning
- Budget Management
- Performance Tracking and Evaluation
- Business Analysis and Reporting
- Training and Development
- Strategic communications
- Accounts Renewals
Certification
- Certificates IV in Occupational Health & Safety - TAFE NSW
- Leadership Essentials
- Certificates IV in Human Resource Management - TAFE NSW
- Lean Six Sigma Foundations Certificate "LSSBEI"
- Return to Work Coordinator Certificate "Allianz"
- Rail Industry Safety induction (RISI CARD) "CERT"
Project Management
Highly accomplished senior manager with a strong background in program management, consulting, project management, customer management, service delivery, business analysis and pre-sales, bid management., Demonstrated ability and a consistent track record of success in managing and leading high profile, complex cultural and technology change projects across organisations., Outstanding people management skills with the maturity, credibility, confidence and interpersonal skills needed to influence and interact with people at all levels of an organization., Extensive experience in successful organisation wide implementations., Proven skills in forging and leading high-performance teams that deliver results., Highly developed commercial acumen based on experience in successfully proposing and delivering solutions to achieve business targets.
Timeline
Customer Success Manager
Basware
08.2022 - Current
Finance / Purchasing Systems Specialist
Anglicare
03.2018 - 07.2022
Senior Account Payable / Basware & ReadSoft System Administrator
Downer Group
07.2013 - 02.2018
Head of Sales and Marketing Department
Casper & Gambini's
01.2003 - 01.2013
Success Management
Basware Customer Success Certification
Leadership Essentials Course -
Undertaken - Completed in June 2022
Diploma in Occupational Health & Safety -
TAFE NSW
Diploma in Business Management -
PIGIER COLLEGE
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