Khethelo Khanyile

Customer Service and Retentions department

Campaign- TalkTalk UK

Customer Service:

• Handled inbound/outbound calls for inquiries, complaints, and troubleshooting
• Provided first-contact resolution (FCR) to reduce escalations.
• Documented interactions in CRM solution
• Met KPIs like Average Handle Time (AHT), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores.

Retentions/Save Desk:

• Managed cancellations and negotiated solutions
• Used wn-back strategies.
• Analyzed customer data to predict churn risks and proactively retain accounts.

1. Technical Support Department Experience

Troubleshooting: Resolved hardware/software issues such as internet connectivity, device setup, app errors via phone/chat.

• Diagnostic Tools: Used remote access software (Pathfinder), ticketing systems (Mydesk), and knowledge bases.
• Escalation Management: Handled Tier1 and Tier2 issues; escalated complex cases to engineering teams.
• Technical Documentation: Updated FAQs and guides based on recurring issues.

Key Skills:

• Technical Proficiency: Understanding of OS (Windows/macOS), networks (IP/DNS), and SaaS platforms.
• Problem-Solving: Applied methodical approaches
• Translation: Simplified jargon for non-tech users Metrics.

Billing Department Experience

Frontier (U.S. Campaign)

• Processed payments, adjusted bills, and resolved disputes for internet/TV/phone services.
• Explained promo pricing, taxes, and fees to set expectations for customers
• Fixed billing errors (double charges, wrong discounts) using provided tools and guided workflows
• Partnered with retentions to offer discounts/credits to prevent cancellations.

Frontier-Specific Scenarios:

Bundle Changes: Recalculated rates for TV/internet downgrades.

• Tax Disputes: Explained telecom fees and surcharges to customers

Skills & Tools:

• Software: CSG, Salesforce, PCI compliance.
• Metrics: Reduced billing disputes by 20%, improved payment compliance.