Summary
Overview
Work History
Education
Skills
Accomplishments
References
PERSONAL DETAILS
Availability
Timeline
Generic

Khanyisile Linda Mevana

Johannesburg

Summary

Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently with an 96% average on QA scores. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes. Proven track record as both internal and external Key Account Manager at a multinational hardware and electronics corporation. Expertise in marketing notebooks, desktop computers, tablets, and all-in-one computers within the Federal Government and Small to Medium private companies.

Overview

21
21
years of professional experience

Work History

Customer Support Representative & Retentions Agent

Paricus Contact Center Solutions
01.2021 - 03.2025
  • Respond promptly and professionally to customer inquiries through various channels including email, phone, and live chat.
  • Provide information and guidance to customers regarding eligibility, products and benefit usage.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Improved client retention rates with personalized follow-up strategies and problem-solving techniques.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
  • Exceeded performance metrics by consistently providing high-quality support to clients.
  • Documented customer interactions in computer system and assisted cross-functionally with technical support to deliver high-quality customer service.
  • Maintaining constant communication when resolving customer complaints, concerns and issues,
  • Assist customers with online application and setup of products.
  • Work closely with the external team to identify opportunities for upselling products and benefits.
  • Communicate effectively with customers that require technical and non-technical assistance.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Collaborated with team members to identify areas of improvement in customer service protocols.
  • Managed high call volumes with focus on quality and efficiency, ensuring customer inquiries were resolved promptly.
  • Diagnosed and troubleshot hardware and network issues.

Key Account Manager

The Best Funeral Society (TBFS)
03.2019 - 12.2020
  • Built and maintained strong client relationships to drive business growth.
  • Analyzed sales and customer data to identify trends and opportunities for increased profitability.
  • Piloted customer loyalty program, resulting in increased repeat business.
  • Reviewed and executed confidential documents, contracts and disclosures when onboarding Intermediaries.
  • Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
  • Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
  • Developed and delivered presentations to key customers to position products and services.
  • Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
  • Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
  • Organized cross-functional teams to address complex client requests or projects efficiently, resulting in increased satisfaction levels among key accounts holders.
  • Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
  • Implemented strategic sales plans to achieve consistent revenue growth across key accounts.
  • Coordinated with marketing teams to create account-specific promotional materials, increasing brand visibility and engagement.
  • Fostered strong client relationships, leading to increased loyalty and repeat business.
  • Met existing customers to review current services and expand sales opportunities.
  • Set and achieved company defined sales goals.
  • Informed customers of promotions to increase sales productivity and volume.
  • Recorded accurate and efficient records in customer database.
  • Delivered exceptional customer service by resolving client concerns quickly and efficiently.

Key Account Manager

Mocking Bull Holdings (MBH)
11.2014 - 02.2019
  • Built and maintained strong client relationships to drive business growth.
  • Analyzed sales and customer data to identify trends and opportunities for increased profitability.
  • Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
  • Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
  • Piloted customer loyalty program, resulting in increased repeat business.
  • Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
  • Organized and participated in industry events and conferences to network and promote company offerings to potential clients.
  • Drove revenue growth by negotiating favorable contract terms with major accounts.
  • Initiated cross-selling and upselling strategies to maximize account revenue potential.
  • Identified and resolved potential account issues before they escalated, maintaining high levels of client satisfaction.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Consulted with businesses to supply accurate product and service information.

Internal & External Key Account Manager

Acer Africa
05.2009 - 12.2014
  • Selling IT hardware solutions and services to the Federal Government Departments.
  • Cold calling to find new business – follow up on leads and convert such to formal business.
  • Strengthened client relationships through regular communication and effective problemsolving.
  • Listening to customer requirements & presenting appropriately to make the sale.
  • Arrange meetings with potential customers and prospect for new business.
  • Engaged in continuous learning to stay abreast of industry trends and competitive landscape, applying insights to account strategies.
  • Leveraged CRM tools to track account interactions and sales progress, ensuring accurate forecasting and reporting.
  • Developed and maintained strong relationships with key clients to ensure long-term business growth.
  • Streamlined internal communication processes, ensuring team members were aligned with account objectives and strategies.
  • Collaborated with product development teams to tailor offerings to key account needs, enhancing product relevance and appeal.
  • Built relationships with customers and community to promote long term business growth.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Developed, maintained and utilized diverse client base.
  • Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.

Internal Key Account Manager

MAX ASP
11.2008 - 04.2009
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads based in the UK.
  • Developed comprehensive account plans, setting clear objectives and strategies for growth.
  • Created sales forecasts to target daily, monthly and yearly objectives.
  • Achieved or exceeded company-defined sales quotas.
  • Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
  • Delivered exceptional customer service by resolving client concerns quickly and efficiently.
  • Built and maintained strong client relationships to drive business growth.
  • Leveraged CRM tools to track account interactions and sales progress, ensuring accurate forecasting and reporting.
  • Built relationships with customers and community to promote long term business growth.
  • Developed, maintained and utilized diverse client base.

Client Services Consultant

ABSA Investment Management (AIMS)
08.2007 - 09.2008
  • Responded to customer concerns with friendly, knowledgeable service, and resolved issues quickly to deliver prompt service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Collaborated with other departments to develop ways to increase customer satisfaction.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Completed training sessions on ABSA Investment product updates or policy changes for external customers as needed.

Call Centre Agent & Premium Service

Vodacom SA Pty Ltd
02.2004 - 06.2007
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Informed customers of products and procedures.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Negotiated favorable terms in customer contracts.
  • Piloted customer loyalty program, resulting in increased repeat business.
  • Leveraged CRM software to track client interactions and identify sales opportunities.
  • Increased customer satisfaction with personalized follow-up strategies.
  • Tailored communication strategies to different client segments, improving engagement.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

Education

TEFL Certificate - Teaching English as a Foreign Language Course

TEFL Professional Institute
Johannesburg, South Africa
01.2022

Certificate of Competence - The AIMS Product Range - Customer Service And Communication

ABSA Investments
Johannesburg, South Africa
01.2007

CSD Specific Tasks - Customer Service And Communication

ABSA Investments
Johannesburg, South Africa
01.2007

Call Centre Course - Customer Service And Experience

Moltnik Call Centre Institution
01.2004

High School Diploma -

Parktown High School For Girls
Johannesburg, South Africa
12-2000

Skills

  • Client relationship management
  • Customer complaint resolution
  • Detail-oriented approach
  • Analytical problem-solving
  • Collaborative teamwork
  • Effective call management
  • Proficient in Microsoft Windows
  • Digital communication support
  • Customer support services
  • Analytical thinker
  • Remote technical support
  • Troubleshooting network issues

Accomplishments

  • Achieved 100% QA score by completing calls with accuracy and efficiency.
  • Achieved high customer satisfaction ratings.
  • Collaborated with clients in the development of an Incentive Program.
  • Obtained a sponsorship with a professional football club for Acer Africa.

References

Brianna, Michelle-Agogho, Manager, Brianna.agogho@usflightcentre.com, Bmn1914@gmail.com, +1 202 714 1138, Paricus Contact Center Solutions


Mpho, Ndlangamandla, Governance, MphoN@hollard.co.za, Lethabo16785@gmail.com, +27 78 745 9009, The Best Funeral Society 


Pascal, Macheru, Senior Account Executive, pascalmacheru@mustek.co.za, +27 82 490 1097, +27 11 237 1299, Acer Africa

PERSONAL DETAILS

  • Gender: Female
  • Race: African
  • Driver's License: Code 10
  • Own Vehicle: Yes

Availability

Immediate

Timeline

Customer Support Representative & Retentions Agent

Paricus Contact Center Solutions
01.2021 - 03.2025

Key Account Manager

The Best Funeral Society (TBFS)
03.2019 - 12.2020

Key Account Manager

Mocking Bull Holdings (MBH)
11.2014 - 02.2019

Internal & External Key Account Manager

Acer Africa
05.2009 - 12.2014

Internal Key Account Manager

MAX ASP
11.2008 - 04.2009

Client Services Consultant

ABSA Investment Management (AIMS)
08.2007 - 09.2008

Call Centre Agent & Premium Service

Vodacom SA Pty Ltd
02.2004 - 06.2007

TEFL Certificate - Teaching English as a Foreign Language Course

TEFL Professional Institute

Certificate of Competence - The AIMS Product Range - Customer Service And Communication

ABSA Investments

CSD Specific Tasks - Customer Service And Communication

ABSA Investments

Call Centre Course - Customer Service And Experience

Moltnik Call Centre Institution

High School Diploma -

Parktown High School For Girls

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Khanyisile Linda Mevana