Years of professional experience in Customer Service Management
Lucia Mudau
Retentions Advisor
Johannesburg
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
2
2
Work History
Retention Advisor- Intern
Sage
Midrand
10.2023 - Current
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Developed strategies to improve customer experience and increase loyalty.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Conducted customer service surveys to identify areas of improvement in customer retention.
- Coordinated monthly engagements with business partners to strengthen collaborations.
- Retained a client base with a retention rate of over 107%
- Analyzed customer data to identify trends that could be used to reduce churn rate.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Learnership
Marshal Night Security Services
Johannesburg
04.2018 - 02.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Recognized by management for providing exceptional customer service.
Education
Honours degree - Economics
University of Johannesburg
Johannesburg12.2023
Bachelor of Commerce - BCom - Economics, Econometrics
University of Johannesburg
Johannesburg12.2022
National senior certificate - Business/Commerce
Progress comprehensive high school
12.2017
Skills
- Quantitative and Analytical Skills
- Excellent Writing and Communication Skills
- Economic Research and Analysis
- Proficiency in MS Office Applications
- Documentation skills
- Trend tracking
- Persuasion strategies
- Customer Relations
- Report Preparation
- Data Analysis
- Retention management
- Organizational Development
- Management Consulting
Certification
- Excel: Introduction to Formulas and Functions, 01/24
- Excel: Advanced Formulas and Functions, 01/24
- Excel: Power Query for Beginners, 01/24
- Excel: Economic Analysis and Data Analytics, 01/24
- Excel Data Visualization: Mastering 20+ Charts and Graphs, 02/24
Languages
English
Proficient
C2
Reference
- Available upon request
Timeline
Retention Advisor- Intern
Sage
10.2023 - Current
Learnership
Marshal Night Security Services
04.2018 - 02.2019
Honours degree - Economics
University of Johannesburg
Bachelor of Commerce - BCom - Economics, Econometrics
University of Johannesburg
National senior certificate - Business/Commerce
Progress comprehensive high school
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