Clint Philip Bagley
Specialist: Retentions & Renewals
Pretoria
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
19
19
years of professional experience
2009
2009
years of post-secondary education
Work History
Specialist: CVM Retentions, Renewals & Churn Management
Telkom SA
10.2017 - Current
- Development of a retentions strategy and tactical plans that are aligned with business strategy and segment strategy for consumer and small business across both fixed and mobile technologies
- Creation of new retention capabilities as required (e.g. propositions, system functionality, channels, renewal offers, business processes)
- Liaise with Market Intelligence & Customer Analytics teams to gather internal insight (i.e. review retentions activities and customer behavior to gain actionable insight) and external insight (i.e. review strategies deployed by other industry and competitors with respect to Retentions)
- Monthly Analysis of churn patterns to identify trends and do deep dives.
- Analysis of the activities of the Retentions Call Centre and support the deployment of new activities that enhance and/or improve retention rates (e.g. agent incentives, new renewal offers, etc.)
- Develop proactive and reactive retention campaigns. This includes identifying the targeted customer base numbers and detail, getting the context in place and executing on time. Providing feedback to relevant stakeholders.
- Responsible for monthly proactive churn management campaigns. e.g Post-paid churn campaign, Health check campaign, Deal of the month renewal campaign, usage stimulation campaign, credit churn campaign, renewal campaign, onboarding campaign.
- Responsible and accountable for developing saves deals and provisioning saves deals weekly/ monthly.
- Responsible and accountable in making sure that daily feedback is received from call centre retentions team on retains and churn Alerts send daily reports to relevant stakeholders.
- Responsible and accountable in making sure that cancellations are processed timeously to avoid credit note request and escalations.
- Responsible for the delivery and project management of customer projects and solutions on time.
- Responsible for monthly Business as usual campaigns across product categories.
- Responsible and accountable for reducing churn/cancellations within consumer Segment (Providing multiple options to save the customer from cancelling) through a re-active approach
- Responsible and accountable for daily/weekly reporting on cancellations received and providing insights and solutions on how to prevent churn.
- Monthly Analysis of churn patterns to identify trends and do deep dives.
- Responsible for weekly calibrations sessions with vendor teams
- Responsible for daily Operation of the retentions call centre team
- Responsible and accountable for providing feedback and coaching continuously to the retentions call centre team to ensure that they perform at an optimum productivity level.
- Report on weekly, monthly, and yearly Performance to Exco.
Branch Manager Consumer sales
Telkom SA
12.2011 - 09.2017
- Overall management of the Telkom Direct shop as a commercial business entity.
- To ensure viability through customer satisfaction, marketing and merchandise sales of products and services.
- Complying to Telkom's policies and procedures.
- Drive sales through action plans to ensure KPI's are met.
- Building and maintaining customer relations by providing excellent service.
Sales Consultant
Telkom SA
03.2008 - 11.2011
- To perform a one-stop service within the Telkom Direct shop in order to ensure total customer satisfaction.
- To promote and sell Telkom's ICT and Lifestyle products and services to enhance the viability and profitability of the Telkom Direct shop.
- Consumers point of contact for Telkom in a Direct store.
- Duty is to sell telkom products and services to the consumer, not only new but existing consumers, to ensure customer satisfaction while driving sales and profitability.
Student Employee
Telkom SA
02.2007 - 02.2008
Education
Bachelor of Commerce - Marketing
Nelson Mandela Metropolitan University
Project Management - undefined
Milzet
Matric Exemption - undefined
Alexander Road High School
Skills
- Adapting and responding to change
- Problem solving
- Collaboration skills
- Analytical
- Team player
- Ability to see the bigger picture
- Drive for delivery
- Creative
- Conflict handling
- Decision Making
Customer relations
Quality assurance
Team collaboration
Analytical thinking
Root-cause analysis
Expert problem solving
References
Samantha, Naicker, Senior Specialist, 083 211 5141, MTN
Training
- Lean Six Sigma Awareness
- Lean Six Sigma: Green Belt (Module 3)
- ICASA Compliance - Everybody's Business
- Project Management Introduction
- BWise Shift Premium
- PM: Giving Feedback Effectively
- Net Promoter Score Basics
- Emergency Preparedness & Response Commit
- First Aid - Level 1
- CLC Making Training Stick
- PM: Coaching and PIP's
- CLC Neg Reactions to PerformanceFeedback
- PM: Develop Performance Plans
- PM: Handling Difficult Conversations
- CLC Align Dev Goals to Business Goals
- Sharpening Your Focus to Stay on Track
- POPI Act Fundamentals
- Building Personal Power through Influence
- Navigating the Workplace with Emotional Intelligence
- Managing Your Time So It Doesn't Manage You
- Exploring Customer Journey Mapping
- Understanding Unconscious Bias
- Developing Emotional Intelligence
- Embracing a Customer-obsessed Mentality
- Difficult People: Strategies to Keep Everyone Working Together
- Developing a Growth Mind-set
Attitudes
- Business acumen
- Ambitious
- Hard-working
- Team player
- Performance driven
- Motivated
- Open minded
- Flexible
- Willing to go the extra mile
- Willing to travel
Timeline
Specialist: CVM Retentions, Renewals & Churn Management
Telkom SA
10.2017 - Current
Branch Manager Consumer sales
Telkom SA
12.2011 - 09.2017
Sales Consultant
Telkom SA
03.2008 - 11.2011
Student Employee
Telkom SA
02.2007 - 02.2008
Project Management - undefined
Milzet
Matric Exemption - undefined
Alexander Road High School
Bachelor of Commerce - Marketing
Nelson Mandela Metropolitan University
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