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KATINA NDLOVU

Workflow, Operations and Growth Lead

Johannesburg, South Africa | Remote | mrskatinandlovu@gmail.com | +27 63 863 4882

Professional Summary

Operations, workflow, and growth leader with 8+ years of experience building scalable marketing, SEO, and automation systems for service-based, retail, and agency businesses. Proven track record in stabilizing operations, increasing client acquisition, improving retention, and implementing AI-driven content and CRM systems. Known for translating strategy into executable processes that drive revenue, efficiency, and long-term business viability.

Core Skills

Workflow automation; CRM architecture and lead nurturing; SEO strategy and content systems; AI-driven content automation; Operations and process design; Client lifecycle and onboarding systems; Marketing funnels and conversion optimization; Team enablement and SOP development; Reputation management and brand recovery; Analytics, reporting, and performance optimization.
 

Tools and platforms: GoHighLevel, Make, Zapier, HubSpot, Google Business Profile, Google Search Console, Semrush, WordPress, Webflow, CMS platforms, email and SMS automation tools.

Professional Experience

Operations Director | Content Lead | Client Success Director — Valpo Agency

Remote | 2024 – Present
 

  • Led operations, content systems, and client success for a multi-vertical digital marketing agency serving home services and local businesses.

  • Designed and implemented SEO content systems, including AI-powered blog automation workflows that increased organic visibility without manual publishing.

  • Built scalable onboarding, CRM, and lead nurturing systems to improve client experience and retention.

  • Oversaw content strategy, keyword planning, and publishing frameworks aligned with local SEO and conversion goals.

  • Acted as senior client liaison, stabilizing accounts, resolving delivery issues, and improving long-term client outcomes.

  • Supported internal team processes, documentation, and workflow optimization to reduce delivery friction.
     

Client Success Director (Contract) — Tree Service Digital

Remote | Feb 2024 – May 2025
 

  • Served as the strategic bridge between clients and implementation teams for a niche home services marketing agency.

  • Oversaw onboarding, funnel setup, local SEO strategy, and ongoing client reporting across multiple accounts.

  • Refined lead generation workflows using GoHighLevel, automated content systems, and Google Business Profile optimization.

  • Advised clients on improving booked call volume, conversion rates, and operational follow-up through automation.
     

Client Relationship and Operations Manager — ACA – CEA

Remote, Michigan | Oct 2022 – Jan 2024
 

  • Led client growth and retention strategies across healthcare, legal, and service-based verticals.

  • Advised leadership on optimizing sales processes, service delivery, and scalable marketing systems.

  • Collaborated with sales, technical, and executive teams to implement workflows that improved retention and cross-sell outcomes.

  • Introduced automation tools to replace manual processes and streamline client communication touchpoints.
     

Operations Manager — Toke

Toronto, ON | Feb 2020 – Aug 2021
 

  • Oversaw strategic operations for an eight-location retail franchise.

  • Built SOPs, internal workflows, and reporting systems to improve operational clarity and execution.

  • Reduced time-to-hire and improved training outcomes through structured onboarding processes.

  • Led employee experience initiatives, compliance coordination, and long-range operational planning.

Key Achievements

  • Increased agency revenue by 30 percent over 12 months by introducing streamlined service packages and automation retainers.

  • Reduced manual operational workload by over 50 percent through workflow automation and system redesign.

  • Maintained client retention rates above 85 percent through improved onboarding and proactive account management.

  • Built AI-powered SEO content systems that improved visibility for local service businesses.

  • Delivered full-funnel lead capture systems that increased booked consultations within the first month of launch.

Certifications and Continuous Learning

  • AI Tools and Marketing Automation (2024)

  • SEO Content Systems (2024)

  • CRM Funnels and Outreach Strategy (2024)

  • Google Digital Marketing and E-commerce (2024)

  • Google Ads Search Certification (2024)

  • Google Business Profile Basics (2024)

  • HubSpot Inbound Marketing (2023)

  • HubSpot Email Marketing (2023)

  • HubSpot SEO Certification (2023)

  • Semrush SEO Toolkit Course (2023)

  • Content Marketing Fundamentals — Semrush (2023)

  • Montessori Teaching Certificate (Active)

Education

Bachelor in Human Resources — Ryerson University, Toronto, ON
 

Bachelor’s Degree in Education — Queen’s University, Kingston, ON

View Resume

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