Summary
Overview
Work History
Education
Skills
Accomplishments
Ethnic Group
Desired Job Location
Current Employer
Personal Information
Timeline
Generic
Nolwazi Shabangu

Nolwazi Shabangu

Customer Value Management Specialist

Summary

Resourceful specialist with a strong background in problem-solving, data analysis, and customer service. Excels at rapidly acquiring knowledge of new technologies and processes to drive success. Demonstrated ability to effectively manage multiple projects and deliver innovative solutions.

Overview

11
11
years of professional experience
7
7
Languages

Work History

Snr Specialist-CVM-VAS

Multichoice SA
  • On-going development and implementation of customer value management program's for segment ensuring value increase of the base through effective lifecycle management
  • Manage the customer communication program's across multiple mediums: Email, SMS, MMS, DM and track and measure performance and impact
  • Ownership of segment's communication execution, planning and improvements
  • Manage customer profile data quality and integrity for relevant segment
  • Work with the CII (Centre of Intelligence and Insights) and digital agency to provide in-depth and regular analysis of campaigns
  • Analyse and identify trends and gaps, recommend appropriate action to proactively leverage on opportunities and/or mitigate risk as well as enhance the effectiveness of engagement activities
  • Manage the customer engagement metrics for relevant segment
  • Supervise the activities of the direct reports
  • Keep account of the allocated budget and ensure all expenditure has justifiable value add for relevant segment
  • Develop a high performing team by embedding formal performance management process and informal coaching
  • Encourage frequent knowledge sharing between team members
  • Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed
  • Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources
  • When required, initiate disciplinary processes for team members calling on support from Human Resources when required
  • Resolve grievances raised by team members and escalate only if required
  • Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with
  • Motivate team members and ensure that their efforts are recognized

CVM Retentions and Churn Management Specialist

Telkom SA
08.2018 - 04.2024
  • Responsible and accountable for reducing churn/cancellations within consumer Segment (Providing multiple options to save the customer from cancelling) through a re-active approach
  • Responsible for monthly BAU Telkom Mobile Renewals
  • Responsible for monthly proactive churn management campaigns
  • E.g Post-paid churn campaign, Health check campaign, post-paid to prepaid campaign, Deal of the month renewal campaign, usage stimulation campaign, credit churn campaign, renewal campaign, onboarding campaign
  • Responsible and accountable for daily/weekly reporting on cancellations received and providing insights and solutions on how to prevent churn
  • Responsible and accountable for developing saves deals and provisioning saves deals weekly/ monthly
  • Responsible and accountable in making sure that daily feedback is received from call centre retentions team on retains and churn Alerts send daily reports to relevant stakeholders
  • Responsible and accountable in making sure that cancellations are processed timorously to avoid credit note request and escalations
  • Responsible for the delivery and project management of customer projects and solutions on time
  • Responsible for the implementation of service changes as and when required
  • Monitor churn trends and provide recommendations to the stakeholders
  • Proactive and reactive churn management
  • Designing call scripts for call centres and design offers for reactive call centres
  • Responsible for weekly calibrations sessions
  • Responsible for daily Operation of the retentions call centre team
  • Responsible and accountable for providing feedback and coaching continuously to the retentions call centre team to ensure that they perform at an optimum productivity level
  • Responsible and accountable for Interpreting and analyzing team weekly report and propose action plans
  • Create and manage relationships with multiple touch points (i.e
  • Customer, administrator, strategic sales and account managers, product managers, segment managers, analytical team)
  • Responsible for offering comprehensive solutions to customers, based on their needs and requirements
  • Responsible for applying effective listening, questioning and probing skills to develop and accurately/comprehensively understand the customers' requirements
  • Report on weekly, monthly and yearly Performance to Exco

National Account Manager

Telkom SA
08.2015 - 08.2018
  • Playing an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients
  • Responsible for the development and achievement of sales through the direct sales channel
  • Focusing on growing and developing existing clients, together with generating new business
  • Act as the key interface between the customer and all relevant divisions
  • Operate as the lead point of contact for any and all matters specific to your customers
  • Build and maintain strong, long-lasting customer relationships
  • Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
  • The Account Manager is responsible for building the relationship with the customer and will be required, when appropriate, to build relationship with the client which may at times involve meeting with the customer after normal working hours
  • Plan and develop relationships with allocated customers to identify opportunities and strategies to win new or further business from these customers
  • Forecast and track key account metrics
  • Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment
  • Develop outstanding behavior with customers within Telkom using customer insight data and feedback to improve services
  • Develop & implement Telkom Way of selling roadmaps for all opportunities where applicable
  • Responsible for representing customer views and insight to help define product proposition roadmaps for customers
  • Introduce new innovations and concepts to key decision makers within the customer
  • Understand through engagement at the right business, level the customer's strategic and operational issues
  • Provide information and influence customers and management about the correct strategy to bid or no-bid opportunities

National Consumer Escalation Specialist

Telkom SA
01.2015 - 07.2015
  • Escalations lifecycle management, tracking and reporting
  • Manage high level enquiries and escalations emanating from the GCEO's office
  • Management with all customer escalations received in their various Offices
  • Assisting with walk in customers that are visiting Head office and wanting to discuss their concerns with the GCE
  • The type of customer escalations handled are across the Board within the different Telkom Business Units and range from Commercial, billing, technical, human behavior as well as various Other concerns
  • Handling all the ICASA and National Consumer Commission customer Escalations within the stipulated times frames as per Regulatory requirements
  • Handling customer escalations received from the media, i.e
  • The Beeld Newspaper, the Star, Sowetan, Radio 702 and etc
  • Assisting with customer escalations received from Telkom legal Services
  • Logging of customer escalations on the Remedy system

Sales Trainer

Telkom SA
07.2014 - 12.2014
  • Working as a trainer and advisor of the retentions department
  • Ensure that all sales professionals have thorough knowledge of the product, can effectively use closing skills, overcome objections, and use consultative selling techniques
  • Prepares new sales representatives by conducting orientation to sales process; developing individual coaching plans; providing resources and assistance; scheduling orientation drive-along with senior representatives
  • Making support readily available; integrating support with routine job functions
  • Handle top level escalations from top management
  • Upsell Services & Products to customers
  • Manage complaints & escalations
  • Provide Weekly report to Sales Manager on Customer Visits
  • Welcome call to each new customer

Retention's Agent

Telkom Mobile SA
11.2013 - 06.2014
  • Responsible for handling difficult calls
  • Take inbound and make outbound calls
  • Demonstrate excellent knowledge of product and service offerings, system knowledge, client history, retention criteria and loss ratios in order to provide an improved customer experience and retain the customer
  • Show tolerance and patience in understanding customer complaints, reason for cancellation and ability to positively turn around the call
  • Negotiate and make relevant product and service adjustments in line with product pricing and company retention strategy
  • Dealing with customer queries and complaints in a competent, efficient and professional manner
  • Selling of value-added services
  • Provide constant feedback to management and other departments
  • Ensure all set targets are achieved
  • Manage time and workloads to ensure that deadlines and targets are met
  • Initiate proactive opportunities to better service and retain customers based on successes, issues, trends and ideas

Business Advisor

Vodacom
05.2013 - 10.2013
  • Analyzed complex commercial bills for corporate customers
  • Reconciled Corporate accounts for business customer
  • Facilitated refunds on over collections
  • Communication written and verbal to business partners
  • Facilitated recovery on under collection
  • Deliver high standards of general account management for new and existing business accounts
  • Connecting with and developing a strong rapport with customers
  • Cross selling and upselling of ICT solutions on existing database
  • Activation, migration and termination of services
  • Updating of WASP details ASP bulletins
  • Reduce churn of Small Office, Home office (SOHO/SME) clients
  • Deal Structure – Work with commercial marketing to structure deals for Business in Retail and ensure that systems are updated accordingly
  • Effectively meeting customer needs; taking responsibility for customer satisfaction and loyalty
  • Following up on leads
  • Achieve a monthly target
  • Ensure that all documentation is kept confidential
  • Ensure timeous response to queries from the business clients
  • Resolve all queries in the best combined interest of business clients
  • Ensure customer relations management and other tools are regularly updated
  • Visit business for sales presentations and after sales service
  • Meeting monthly sales targets of 20 activated new business lines
  • Maintain relationships with business clients

Education

National Diploma - Business Management

Tshwane University of Technology

Degree - Business Administration, Majoring in Finance

Tshwane University of Technology

Skills

  • Customer value management
  • Lifecycle management
  • Customer communication management
  • Performance tracking and measurement
  • Communication execution
  • Data quality management
  • Campaign analysis
  • Trend analysis
  • Risk mitigation
  • Engagement effectiveness
  • Customer engagement metrics
  • Team supervision
  • Budget management
  • Performance management
  • Coaching
  • Knowledge sharing
  • Training needs analysis
  • Recruitment
  • Compensation determination
  • Disciplinary processes
  • Grievance resolution
  • Performance improvement
  • Team motivation

Expert problem solving

Accomplishments

  • Voted as the best sales agent for Vodacom business lines.
  • First intern to sign Vodacom One Net Express.
  • Best retentions agent in November and December 2013.

Ethnic Group

African

Desired Job Location

National

Current Employer

MultichoiceSA

Personal Information

  • Available: 1-month notice
  • Gender: Female
  • Nationality: South African

Timeline

CVM Retentions and Churn Management Specialist

Telkom SA
08.2018 - 04.2024

National Account Manager

Telkom SA
08.2015 - 08.2018

National Consumer Escalation Specialist

Telkom SA
01.2015 - 07.2015

Sales Trainer

Telkom SA
07.2014 - 12.2014

Retention's Agent

Telkom Mobile SA
11.2013 - 06.2014

Business Advisor

Vodacom
05.2013 - 10.2013

Snr Specialist-CVM-VAS

Multichoice SA

Degree - Business Administration, Majoring in Finance

Tshwane University of Technology

National Diploma - Business Management

Tshwane University of Technology

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