CRM
Londani Nkuna
45 Aurum Road,Clayville
Summary
Dynamic Renewal Specialist with a proven track record at Sage SA, excelling in client satisfaction and retention. Leveraged CRM expertise to enhance customer relationships and reduce churn rates. Recognized for exceptional problem-solving and communication skills, consistently exceeding renewal targets while fostering a collaborative team environment.
Overview
12
12
years of professional experience
3
3
Certifications
6
6
Languages
Work History
Renewal Specialist
Sage SA
12.2015 - 04.2019
- Utilized CRM tools effectively, maintaining accurate records of client interactions and updating information as needed for efficient workflow management.
- Managed a portfolio of accounts, ensuring all renewals were completed accurately and on time.
- Increased customer retention by proactively identifying and resolving potential issues.
- Enhanced customer satisfaction, providing timely responses to inquiries and addressing concerns promptly.
- Conducted regular follow-ups with clients to ensure continued satisfaction with products or services provided.
- Received recognition as a top performer due to exceptional customer service skills and consistently exceeding renewal targets.
- Implemented strategies to reduce churn rates among existing customers by proactively addressing attrition risks.
- Assisted in the development of new marketing materials targeting renewal clients, promoting loyalty incentives and exclusive offers.
- Actively participated in team meetings, sharing best practices amongst colleagues to improve overall department performance levels.
- Strengthened client relationships by delivering consistent, high-quality service and support.
- Provided comprehensive account reviews, highlighting areas for improvement or growth opportunities.
Customer Service Representative
Telkom SA
03.2007 - 03.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Education
Matric - Matric
Dimani Agric High
Limpopo Venda12.1997
Skills
Client satisfaction focus
Technical aptitude
Goal-oriented mindset
Relationship management
CRM software experience
Customer retention expertise
Accuracy and precision
Document verification
Deadline management
Policy adherence
Title processing
Filing systems
Multitasking
Attention to detail
Task prioritization
Team building
Adaptability
Time management
Self motivation
Interpersonal skills
Adaptability and flexibility
Schedule management
Database updates
Excellent communication
Customer service
Problem-solving aptitude
Report preparation
Analytical thinking
Researching skills
Professionalism
Effective communication
Written communication
Active listening
Time management abilities
Team collaboration
Teamwork
Problem-solving
Office management
Verbal communication
Computer literacy
Decision-making
Critical thinking
Policy analysis
Relationship building
Administrative support
Software
Sage Pastel Accounting
Sage Pastel Payroll
Sage Cloud
Certification
Call centre certificate
Timeline
Renewal Specialist
Sage SA
12.2015 - 04.2019
Supply chain and logistics
08-2014
Customer Service Representative
Telkom SA
03.2007 - 03.2014
Call centre certificate
08-2006
Basic computer literacy
02-2006
Matric - Matric
Dimani Agric High