Rozana Abrahams
Retention Specialist
Cape Town
Summary
As an experienced retention specialist, I excel in customer relationship management, negotiation, and persuasion. My strong problem-solving abilities allow me to effectively resolve client issues. With a proven track record in retaining clients and exceeding retention targets, I bring a valuable blend of skills that contribute to organizational success. I also focus on client administration in providing clients with the best service at all times making sure that both client and business is happy and valued. I have a variety of skills and experience in the administration field and my resume do confirm this.
Overview
16
16
years of professional experience
4
4
Certifications
Work History
Retention Specialist
Sanlam
Bellville Head Office
06.2017 - 05.2025
- Conduct outbound calls to clients, negotiating payment arrangements
- Manage reinstatement of debit orders and updated banking details
- Ensure compliance and accuracy for Sanlam Online applications
- Exceed production targets and maintained workflow efficiency
- Uphold high-quality standards in retention processes
- Record client interactions in the Sentrix system
- Handle PDD requirements, including ID and bank account verifications
- Timely dispatch of PASA letters
- Provide training to new team members
- Data Capturing of client details
- Completion of training modules and scripts for newcomers
- (Extra Mural Experience)
- Data Capturing
- Reception/ Secretarial Duties
- Order Fulfilment
- Customer Queries and Complaints
- Reporting
- Customer Engagement
- Any other extra general duties which I am willing to learn.
Sales Consultant
Sanlam
03.2015 - 03.2017
- Undertook outbound telesales
- Achieved monthly sales targets
- Serviced client queries and requests
- Handled administration and processing
- Ensured quality sales
- Adhered to compliance standards
- Completed annual accreditation in products
Manager's Assistant
Splint Electrical Contractors
01.2012 - 12.2014
- Provided personal assistant support
- Captured and maintained data records
- Handled payroll processing
- Managed general administration
- Placed orders and processed account payments
- Coordinated and arranged events, meetings, and schedules
Dispatch Admin Clerk
Promotional Foil & Print
09.2010 - 12.2011
- Checked incoming and outgoing goods
- Handled telephone queries
- Carried out administration and processing tasks
- Dispatched job cards to employees
Admin / Sales Consultant
Fero Mobile
07.2009 - 08.2010
- Handled inbound and outbound calls
- Serviced client queries and requests
- Managed administration and processing
Education
Matric -
Bishop Lavis Secondary School
2008
N4 - Public administration
Northlink College
2009
Skills
Customer retention strategies
Customer relations
Upselling and cross selling
Cross-functional communication
Persuasion techniques
Performance evaluation
Client segmentation
Customer feedback analysis
Documentation
Data review
Interpersonal skills
Training development
In-person and telephone interviewing
Report preparation
Human resources support
Teamwork
Willingness to learn
Teamwork and collaboration
Microsoft office
Problem-solving
Time management
Candidate sourcing
Complaint handling
Problem-solving abilities
Workplace safety
Multitasking Abilities
Excellent communication
Talent acquisition
Decision-making
Self motivation
Analytical and critical thinking
Adaptability and flexibility
Leadership development
Effective communication
Team collaboration
Active listening
Training and mentoring
Team building
Documentation and recordkeeping
Adaptability
Reliability
Written communication
References
- Zee, Solomons, Managers, 021 905 9786, Promotional Foil & Print, Ms Yvonne Solomons
- Wilna, Steenkamp, Team Manager, 021 947 5703, 084 900 3034, Sanlam Direct
- Cecilia Meyer Operations Manager Sanlam Direct 0836588397
- Tamsyn Moodie Quality Manager Sanlam Direct 0717691830
Certification
Sanlam Newcomer Training Programme Completion
Timeline
Sanlam Client Service Excellent
07-2024
Sanlam Digital Client Engagement
12-2018
Retention Specialist
Sanlam
06.2017 - 05.2025
Sanlam Sales Spectacular Performer
12-2015
Sanlam Newcomer Training Programme Completion
04-2015
Sales Consultant
Sanlam
03.2015 - 03.2017
Manager's Assistant
Splint Electrical Contractors
01.2012 - 12.2014
Dispatch Admin Clerk
Promotional Foil & Print
09.2010 - 12.2011
Admin / Sales Consultant
Fero Mobile
07.2009 - 08.2010
Matric -
Bishop Lavis Secondary School
N4 - Public administration
Northlink College