Kgabo Ranoto
Pretoria
Summary
Dynamic customer care consultant with a proven track record at Vodacom World, excelling in sales and customer retention. Adept at resolving complex queries and managing accounts independently, I leverage strong problem-solving skills and a positive attitude to enhance customer satisfaction and drive revenue growth. Fast learner committed to delivering exceptional service.
Overview
17
17
years of professional experience
Work History
Base Calling/ Telesales
Vodacom (Centerfield Softwares)
Midrand
06.2020 - 06.2024
- Contacting potential and existing customers to promote Vodacom products and services, answering inquiries, understanding customer needs, and closing sales, while maintaining accurate records, and meeting sales targets.
- Managing Vodacom World base (allocated leads) by calling all customers, both CBU and EBU, for eligibility for upgrade, out of contract, and early upgradable base care; a courteous call to prearrange their upgrade using Zaleb and migrated to the IWS system.
- Credit vetting of new and existing customers, transfer of ownership, and activations on both MII dealer and C3D, data capturing.
- Attending to escalations from the CEO's office and resolving their queries.
Service in Retail/Base Consultant
Vodacom World
Midrand
12.2018 - 05.2020
- Duties of customer care now include the added responsibilities of sales, upgrades, and revenue generation.
- Managing Vodacom World base calling all customers, both CBU and EBU, for eligibility for upgrade, OOC, and early upgradable base care, courteous call to prearrange their upgrade.
- Credit vetting of new and existing customers, transfer of ownership, and activations on both MII dealer and C3D, data capturing.
- Attending to escalations from the CEO's office and resolving their queries.
- New system enhancement testing (eSIM).
- Customer creation and subscriber activations process.
- Experience in the use of Vodacom's billing system.
- To resolve escalated queries through the correct channels, as specified in the agreed-upon policies and procedures.
- Managing Apple and Samsung device launches effectively.
Vodacom Customer Care and Data Consultant
Centerfield Softwares (Vodacom)
Midrand
06.2007 - 04.2016
- Provide front line and technical support in the mobile data arena with specific emphasis on Data products
- Handel queries from customers relating to data and new technology products and services to ensure that Customers receive the benefit of their Vodacom products and services in a proficient, professional manner
- Troubleshoot and resolve mobile data device conflicts with computer devices
- Maintain efficient, effective and professional service levels in a manner that constantly meets the required performance standards
- Ensure continuous customer retention, including follow up courtesy calls to monitor customer needs and satisfaction levels
- Ensure continuous follow-up on transaction being processed and measure the applicable turnaround times, as determined in Targets Remain abreast of latest developments in the Mobile Data arena
- Assist in developing a central repository of knowledge pertaining to the mobile data services
- Create a welcoming environment by assisting fellow consultants on the frontline with irate customer and resolve escalated queries of a technical nature.
Education
Skills
- Ability to work in a team
- Time management
- Positive attitude towards work
- Fast learner
- Ability to manage accounts independently
- Deadline driven
- Customer focused
- Good problem-solving skills
- Product promotion
- Customer relationship management
- Escalation resolution
References
- Tsholofelo More, Vodacom Team Lead, 082 998 1450
- Andile Fusi, Vodacom Team Lead, 082 997 3922
- Neo Magongwa, Vodacom Manager, 082 062 1001
Timeline
Base Calling/ Telesales
Vodacom (Centerfield Softwares)
06.2020 - 06.2024
Service in Retail/Base Consultant
Vodacom World
12.2018 - 05.2020
Vodacom Customer Care and Data Consultant
Centerfield Softwares (Vodacom)
06.2007 - 04.2016
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