Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic

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 Venda
12.1997

Skills

Client satisfaction focus

Software

CRM

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

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