Melusi Tambekwayo

Work History

Business Support Administrator

DStv

12.2021 - 10.2023

Proficient in managing VIP Business accounts, including manual invoicing, payment allocations, and comprehensive account reconciliation
Adept at providing technical support for Key and National accounts, collaborating closely with on-site technicians to ensure seamless service delivery
Ensuring that account onboarding processes align with established Standard Operating Procedures (SOPs) to guarantee consistency and excellence in service
Successfully handling billing breakdowns and contributing to efficient financial management through meticulous payment allocations and invoice processing
Committed to delivering exceptional customer service by addressing technical concerns promptly and maintaining strong relationships with key accounts
Instrumental in optimizing account management processes to improve efficiency and accuracy, contributing to overall team success.
Observed all laws, regulations and other applicable obligations.
Reduced office expenses by finding smarter solutions for vendors, suppliers and services.
Reduced errors in accounting and financial reporting by modifying current processes on more than 34 Key accounts.
Facilitated fast-paced and dynamic entrepreneurial environment.
Translated business priorities into implementable actions.
Developed strategic plans and initiatives.
Lead design and review sessions with technical and business staff.
Executed training programs.
Fostered strong rapport with clients, vendors, and stakeholders through consistent follow-up and communication.
Reconciled 13 VIP Dstv business accounts along with 7 Key accounts

Customer Relationship Consultant

Dstv

10.2019 - 11.2021

Handling DSTV business & residential inbound calls
Processing and resolving queries on email Outlook and internal customer interactive platforms
Outbound Sales Campaigns customer retention and upselling
Assisting sales reps with activations of new business Accounts
Liaising with managing agents for retirement villages for account management
Activation and technical troubleshooting of National deal accounts (VIP Business accounts) Payment management ensures payments are allocated correctly.
Answered product and service questions, suggesting other offerings to attract potential customers.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Responded to customer requests for products, services, and company information.
Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Created and maintained detailed database to develop promotional sales.

Customer Support Advisor

Dstv

Meadowlands West

05.2019 - 09.2019

Handling billing queries via email and inbound calls averaging 30 per target
Ensuring that all contracts/activations are in line with Department SLA
Handled over 50 customer escalations both billing and technical assistance daily
Troubleshooting technical support for new and existing accounts
Following up and providing feedback for queries escalated to various departments.
Updated account information to maintain customer records.
Responded to customer requests for products, services, and company information.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Answered customer telephone calls promptly to avoid on-hold wait times.

Retention Consultant

Vodacom

07.2015 - 05.2019

Making outgoing calls from generated leads
Win back to retain and contract prepaid customers
Sales management capturing and closing sales to reach department targets
Handling all Inbound calls within SLA on weekends
Assisting customers with technical and billing queries
Resolving escalated queries and liaising with 2nd line support.
Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
Supported clients with business analysis, documentation, and data modeling.
Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Onboarded and managed new client accounts to boost retention rates.
Utilized knowledge of customer experience to create specialized plans for customer retention
Reviewed successes and failures to learn from previous mistakes
Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results

Administrative Support Specialist

Dstv

01.2014 - 03.2015

Assisting employees with the setup process for their mobile devices as well as ensuring that all employees selected for the mobile rollout have received mobile devices.
Liaised between clients and vendors and maintained effective lines of communication.
Managed filing system, entered data and completed other clerical tasks.

Summary

Overview

Work History

Business Support Administrator

Customer Relationship Consultant

Customer Support Advisor

Retention Consultant

Administrative Support Specialist

Education

High School Diploma -

Some College (No Degree) - Computer Skills

Bachelor of Public Administration -

Skills

Websites

Software

Timeline

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