Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Nozipho Siphindile Maseko

Retentions Consultant
Nozipho Siphindile Maseko

Summary

Productive Retention Specialist knowledgeable about Customer experience and dedicated to keeping numbers in line with objectives. Veteran of telecommunication and well-versed in retaining,


Results-oriented Retention Specialist skilled in compensation structuring and policy development to promote retention. Proven history of cultivating diversity and inclusion to build positive Customer experience. Offering many years of expertise in maintaining employee satisfaction and reducing cancellations.

Overview

8
years of professional experience
5
Languages

Work History

Metrofibre Networx

Retentions Agent
03.2021 - Current

Job overview

  • Communicate with Customer through calls, emails and social media to try and assist with their queries and complains
  • 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.
  • Analyzed customer behavior and data to identify trends and develop customer retention strategies.
  • Reported issues and recognized development areas to eliminate repeat occurrences.
  • Evaluated current customer retention strategies and recommended improvements.
  • Built constructive customer relationships to improve loyalty and recommendations.

Cell C

Retentions Consultant
06.2018 - 10.2020

Job overview

  • Taking inbound calls from cancelling Customers, negotiated with customer regarding their cancellation reason then find a solution that will benefit both a customer and the company.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
  • Onboarded and managed new client accounts to boost retention rates.
  • Integrated technology and business operations to identify targeted solutions to customer issues.

PLP Group

Outbound Sales Call Center Agent
06.2016 - 05.2018

Job overview

  • Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
  • Utilized innovative sales techniques to upsell products and services.
  • Developed favorable customer service relationships and built new, robust customer bases.
  • Recorded customer feedback and sales data to improve sales and customer experience.
  • Analyzed customer data and sales trends to develop targeted sales campaigns.
  • Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
  • Conducted 200 outbound phone calls daily to reach potential clients and market Sanlam products and services.
  • Opened new accounts and documented personal, demographic, and payment information in system.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.

Education

Advanced Assessment & Training
Centurion

Business Administration Level 4 from Business Administration
04.2001

University Overview

University of Johannesburg
Auckland Park

Road Transport Management from Transportation Management
04.2001

University Overview

Mashalaza High School
Manguzi

High School Diploma
04.2001

University Overview

Manguzi Library
Manguzi

No Degree from Introduction To Computer
04.2001

University Overview

Skills

Communication

undefined

Accomplishments

Accomplishments
  • Achieved reduced churn by completing retentions duties and more with accuracy and efficiency.
  • Handling all retentions matters as the only Retentions agent for the company for almost 3 years now.
  • Archiving Retentions target monthly and also assist with new sales as well

Timeline

Retentions Agent
Metrofibre Networx
03.2021 - Current
Retentions Consultant
Cell C
06.2018 - 10.2020
Outbound Sales Call Center Agent
PLP Group
06.2016 - 05.2018
Advanced Assessment & Training
Business Administration Level 4 from Business Administration
04.2001
University of Johannesburg
Road Transport Management from Transportation Management
04.2001
Mashalaza High School
High School Diploma
04.2001
Manguzi Library
No Degree from Introduction To Computer
04.2001

Similar Profiles

  • Siyabonga Ndyoko

    Siyabonga NdyokoSiyabonga Ndyoko

    Channel Sales Manager at MetroFibre NetworxChannel Sales Manager at MetroFibre Networx

    View Profile
  • Tlou Lincon Ngoepe

    Tlou Lincon NgoepeTlou Lincon Ngoepe

    Maitenance Coordinator at Metrofibre NetworkxMaitenance Coordinator at Metrofibre Networkx

    View Profile
  • Bhagesh Chonsashtte

    Bhagesh ChonsashtteBhagesh Chonsashtte

    Associate- Ops at MDI NetworxAssociate- Ops at MDI Networx

    View Profile
Nozipho Siphindile MasekoRetentions Consultant