LUVUYO NTANGA
CUSTOMER SALES REPRESENTATIVE
Summary
Dedicated and results driven customer service professional with over 5 years' experience in delivering exceptional customer support to clients across various industries. Proven track record of resolving complex issues, improving customer satisfaction and driving business growth through effective communication and problem-solving skills.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer Service Lead
Concentrix
01.2025 - 06.2025
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Reviewed associate performance to identify training needs.
- Greeted customers and listened closely to problems described to determine solutions.
- Consistently exceeded monthly sales targets through strong product knowledge and customer-focused selling strategies.
- Converted leads into loyal customers, maintaining a personal close rate above average across multiple quarters.
- Built strong client relationships that led to repeat business and referrals.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Reduced average call handling time through efficient problem diagnosis and resolution techniques.
Customer Service Agent
Ignition CX
01.2024 - 12.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Handled high volumes of inbound and outbound calls, chats, and emails through Zendesk, ensuring fast and accurate customer support.
- Converted warm leads into paying customers through persuasive communication and needs-based selling.
- Delivered real-time product demonstrations to drive engagement and boost conversion rates.
- Consistently exceeded daily and monthly call targets while maintaining high customer satisfaction scores.
- Followed escalation procedures for complex queries, ensuring resolution without delays.
- Maintained clear, organized records of all customer interactions and sales activities.
- Supported cross-functional teams by providing feedback on customer pain points and suggestions for service improvement.
Team Leader
EXL
02.2023 - 11.2023
- Oversaw a team of agents handling inbound queries and outbound sales calls; improved call resolution rates by over 20%.
- Provided coaching and performance feedback, reducing handling time, and increasing team efficiency.
- Reviewed call logs and customer data to track KPIs, and improve call quality.
- Handled escalated calls with professionalism, ensuring client satisfaction, and issue closure.
Customer Service Agent
Teleperformance
01.2020 - 03.2022
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Addressed customer account discrepancies and concerns.
- Assisted customers via inbound calls with queries related to products, billing, and technical issues.
- Maintained a first-call resolution rate above target through active listening and thorough troubleshooting.
- Handled sensitive customer concerns, complaints, and escalations while remaining professional and empathetic.
- Documented each interaction accurately in the CRM, ensuring full compliance with company protocols.
- Played a key role in improving customer retention through proactive service and tailored solutions.
Senior Associate
WNS Global Services
01.2019 - 12.2019
- Promoted product awareness by demonstrating features and benefits to potential customers.
- Generated sales leads through face-to-face engagements and follow-ups.
- Set up promotional booths and distributed marketing materials to increase brand visibility.
- Gathered consumer insights during events to improve future campaign strategies.
- Provided aftercare support to prospective customers, enhancing customer relationships.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Trained and supported new team members, maintaining culture of collaboration.
Sales Associate
The Cross Trainer
01.2016 - 12.2017
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Education
National Diploma - Retail Business Management
Cape Peninsula University of Technology
Cape Town, South Africa 04.2001 -
Matric - Grade 12
Monwabisi High School
Northern Cape 04.2001 -
Skills
Interpersonal communications
Customer complaint resolution
Client engagement
Email etiquette
Administrative duties
Sales
Customer service excellence
Problem-solving
Time management
Complaint handling
Computer proficiency
Verbal and written communication
Live chat support
Customer relationship management (CRM)
Technical support
Product sales
Timeline
Customer Service Lead
Concentrix
01.2025 - 06.2025
Customer Service Agent
Ignition CX
01.2024 - 12.2024
Team Leader
EXL
02.2023 - 11.2023
Customer Service Agent
Teleperformance
01.2020 - 03.2022
Senior Associate
WNS Global Services
01.2019 - 12.2019
Sales Associate
The Cross Trainer
01.2016 - 12.2017
National Diploma - Retail Business Management
Cape Peninsula University of Technology
04.2001 -
Matric - Grade 12
Monwabisi High School
04.2001 -