Samkelo Cele
DURBAN
Summary
Dynamic Retention Specialist with a proven track record at Concentrix, adept at developing customer retention strategies and enhancing loyalty through strong relationship-building. Skilled in upselling and cross-functional communication, I consistently exceed performance metrics, driving customer satisfaction and long-term commitment.
Overview
6
6
years of professional experience
Work History
Retention Specialist
Concentrix
2024.10 - 2025.11
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
- Work on customer bills and help find better deals.
Customer Service Representative
Nutun Cx
2023.05 - 2024.08
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative/Sales
Kura
2022.05 - 2023.03
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
CCI
2020.03 - 2022.01
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Phoenix Technical School
Durban12.2014
Skills
Customer retention strategies
Customer relations
Upselling and cross selling
Cross-functional communication
References
COMPANY NAME: CCI
NAME: SIFISO MBAMBO
POSITION HELD: MANAGER
CONTACT NUMBER: 0847227775
COMPANY NAME: KURA
NAME: MFUNDO MKHIZE
POSITION HELD: MANAGER
CONTACT NUMBER: 0649809213
COMPANY NAME: NUTUN CX
NAME: NHLANHLA MBELE
POSITION HELD: MANAGER
CONTACT NUMBER: 0847227775
COMPANY NAME: CONCENTRIX
NAME: ASANDA CELE
POSITION HELD: MANAGER
CONTACT NUMBER: 0753905387
Timeline
Retention Specialist
Concentrix
2024.10 - 2025.11
Customer Service Representative
Nutun Cx
2023.05 - 2024.08
Customer Service Representative/Sales
Kura
2022.05 - 2023.03
Customer Service Representative
CCI
2020.03 - 2022.01
High School Diploma -
Phoenix Technical School