Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Asanda Mahanjana

Customer Success
16296 Mekoa Street, Benoni

Summary

Driven by a results-focused approach, I leveraged my proficiency in SAP and strategic planning at Nedbank Sandton to enhance customer satisfaction and streamline service operations. My ability to manage customer relationships and execute projects effectively led to significant improvements in client retention and operational efficiency.

Overview

5
5
years of professional experience

Work History

Customer Service Agent Retention

Nedbank Sandton
03.2022 - Current
  • Responded to customer calls and emails to answer questions about products and services.
  • Stakeholder engagement
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Effectively managed escalations from dissatisfied customers, using forward thinking method , working closely with management to ensure timely resolutions that maintained brand reputation.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Maintained an in depth understanding of Nedbank systems , processes and product offerings.
  • Provided actionable feedback to the product team based on client interactions and needs contributing to the ongoing enhancement of our solutions.
  • Delivered and launched Campaign work and streamlined effective communication and information between customers and team members.

Customer Success Representative

Nectar Sleep
01.2020 - 12.2022
  • Conducted regular check-ins with key accounts, ensuring ongoing satisfaction and fostering loyalty.
  • Lead the end-to-end onboarding process for new clients , ensuring a seamless transition from sales to implementation.
  • Document and track key action items to ensure timely completion in accordance with internal SLA'S .
  • Oversea customer configuration requirements , coordinating with relevant teams to ensure accuracy and completeness of configurations .
  • Schedule and conduct regular implementation and adoption meetings with clients .
  • Collaborate with cross-functional teams (sales , product , support project management ) to facilitate successful onboarding.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

FAIS -

04.2001 -

Certification - Digital Marketing

University of Cape Town
Cape Town, South Africa
04.2001 -

Diploma - Public Relations And Organizational Communication

University of Johannesburg
Johannesburg, South Africa
04.2001 -

High School Diploma -

Benoni High School
Johannesburg, South Africa
04.2001 -

Skills

Microsoft Office Suite proficiency

FAIS registered

Customer relationship management

Strategic planning and execution

Proficient in SAP, SAP BI, Shopify, Slack, Google Suits, Kustomer,etc

Ability to type 50WPM

Campaign and Project Management

Languages

English
Xhosa

Timeline

Customer Service Agent Retention

Nedbank Sandton
03.2022 - Current

Customer Success Representative

Nectar Sleep
01.2020 - 12.2022

FAIS -

04.2001 -

Certification - Digital Marketing

University of Cape Town
04.2001 -

Diploma - Public Relations And Organizational Communication

University of Johannesburg
04.2001 -

High School Diploma -

Benoni High School
04.2001 -

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Asanda MahanjanaCustomer Success