Tshepo Chele
Marshalltown
Summary
Motivated customer retention leverages diplomatic communication and levelheaded approach to resolve issues. Maintains meticulous records in company software and drafts reports detailing performance. Dedicated to fostering customer loyalty and guiding prompt resolutions. Hardworking stock team member with strong understanding of inventory management practices. Supports store and team objectives through careful prioritization and time management. Minimizes loss with proper security and rotation procedures. Organized Telemarketer versed in strategic sales and cold calling. Meets expected sales and call quality objectives with personable and pragmatic communication. High-energy professional performances gracefully in dynamic and fast-paced environments.
Overview
4
4
years of professional experience
1
1
Certification
3
3
Languages
1
1
year of post-secondary education
Work History
Customer Retention
Comcast
03.2023 - Current
- Kept strong customer focus and used best practices and internal guidelines to maximize retention opportunities
- Implemented a tracking system to monitor call outcomes and identify areas for improvement, leading to a 10% decrease in unresolved issues
- Made successful 100+ outbound calls per day to resolve billing and technical issues, resulting in an increase in customer satisfaction
- Communicated charges, credits and company procedures to customers using professional tone
- Fielded problems from different internal departments and restored customer loyalty to meet retention goals
- Maintained key performance indicators and met productivity standards with one-call resolution
- Negotiated with customers and offered incentives for retention following company policies
- Resolved customer issues leveraging exhaustive knowledge of internal resources and company procedures
- Identified and developed pipeline opportunities and account renewal strategies in partnership with sales representatives
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments
- Navigated multiple computer systems and utilized search tools to find information
- Reconciled clients' contracts by helping billing manager process detailed invoices
- Verified accuracy of final bills by checking data input into accounting system
- Set specifications for new systems and updates, factoring in input from management, staff and users
- Traveled to various worksites to troubleshoot, repair and provide diagnostic support.
Customer Service Representative
CARTRACK (PTY) LTD
05.2022 - 12.2022
- Utilized data analysis to identify common pain points for customers, leading to the implementation of process improvements that reduced average resolution time by 20%
- Implemented automated data tracking system in Salesforce, resulting in a 40% reduction in manual data entry and improving data accuracy by 25%
- Documented, researched and resolved customer service issues
- Developed and delivered comprehensive training programs on effective communication techniques, resulting in a 10% reduction in customer complaints
- Collaborated with cross-functional teams to streamline internal communication processes, resulting in a 20% increase in productivity
- Implemented a customer feedback system, resulting in a 10% increase in response rate and valuable insights for product improvement
- Resolved an average of 50 customer calls per day, achieving a satisfaction rating of 95%
- Handled customer inquiries, payments and service requests
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Answered inbound calls to handle various concerns, set appointments and close sales
- Built trusting relationship with customers to better understand needs
- Delivered fast and friendly service to handle questions and service complaints
- Anticipated needs and resolved problems to keep customers happy
- Oversaw schedules by engaging individuals through text, call and email
- Followed up with scheduled individuals and completed intake form
- Avoided overbooking and errors through proactive communication about new appointments and schedule changes.
Telesales Consultant
AV Investment Group
02.2021 - 11.2021
- Implemented a data-driven sales approach, utilizing CRM software to track customer interactions and analyze sales patterns, resulting in a 10% increase
- Determined timing and motivation and redirected concerns to manage and nurture prospect relationships
- Maintained detailed records of interactions to facilitate future follow-up
- Contacted potential customers by telephone to sell products, services, or schedule appointments
- Answered phone calls quickly and efficiently to exceed target goals for customer phone contacts
- Maintained minimum level of contacts per hour to meet department standards
- Opened and updated customer accounts with personal information, payment methods and order details.
Warehouse stock clerk
Coca Cola Beverages South Africa, CCBSA
09.2020 - 01.2021
- Ensure that the actual stock on hand and the SAP stock
- Inspected incoming freight for damage and unusual conditions impacting salability
- Assisted with processing incoming shipments, including unloading trucks, downstacking pallets and staging product for storage and restocking
- Contributed to inventory accuracy by verifying quantities, data codes and delivery instructions for each shipment
- Prevented shipping errors with organized, clean and neat packing station
- Supported sales activities with smooth deployment of new merchandise from backroom stock
- Received, inspected and restocked returned products for resale
- Maintained safety standards in storage areas and on sales floor with regular attention to hazards
- Removed damaged or expired items from shelves to keep stock fresh.
Education
Degree - Logistics and supply chain management -
Rosebank College
Johannesburg, Gauteng Current -
Matric -
PACE Commerce And Entrepreneurship School of Specialization
Soweto 2019.01 - 2019.12
Skills
Order documentation
Inbound call management
Account updates
Complaint investigation
Analytical thinking
Written communication
Coordination
System optimization
Technical documentation
User support
Shipment processing
Order shipment
Product restocking
Downstacking
Prospect relationship building
Outbound calling
Automated dialing
CRM Software
Outstanding interpersonal skills
Customer service background
Certification
Operations Management For Small Businesses
Accomplishments
- Operations management for small businesses
- Mini Enterprise
- People skills
- Money skills
- Enterprenurship skills
Additional Information
The systems that I have been exposed too are Einstein360 , Cams. ECM (Enterprise Case Management), CSG ,Sap and Crm
Awards
Best Sales Rep
Timeline
Degree - Logistics and supply chain management -
Rosebank College
Current -
Customer Retention
Comcast
03.2023 - Current
Customer Service Representative
CARTRACK (PTY) LTD
05.2022 - 12.2022
Telesales Consultant
AV Investment Group
02.2021 - 11.2021
Warehouse stock clerk
Coca Cola Beverages South Africa, CCBSA
09.2020 - 01.2021
Matric -
PACE Commerce And Entrepreneurship School of Specialization
2019.01 - 2019.12