Yandisa Makapela
Subscription Renewals Agent (intern)
Cape Town,WC
Summary
A resourceful team player with minimal experience within IT Technical Support. Currently an intern within the Sales & Marketing career stream & integrating core elements of Information & Technology, within the Subs Retention field. I am an optimistic & hardworking individual, that takes pride in assisting others and providing solutions where I can. Honesty and upholding the rule of law are one of my strong core values. A fast learner that always finds efficient ways of carrying out tasks & meticulous with superior work ethics. An individual who is always willing to take on any task to help the greater team.
Overview
5
5
years of professional experience
1
1
Certification
2
2
Languages
Work History
Subscription Renewals Agent (Intern)
LexisNexis
10.2022 - Current
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Reach out to customers proactively regarding upcoming renewals
- Identify opportunities to upgrade or expand subscriptions
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Utilize CRM and subscription management tools to automate and manage renewals
- Conducted regular performance reviews with team members to identify areas for development.
Customer Renewals and Retention Agent (Learnership
LexisNexis
10.2021 - 10.2022
- Provided support during peak hours, reducing wait times for callers seeking assistance or information.
- Collaborated with other departments to resolve complex issues, improving overall customer experience.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Trained new hires on company policies and procedures to ensure consistent performance across the team.
- Attend product, technical & CRM/Peoplesoft, procedure training and any other training as arranged from time to time
Junior IT Engineer (Learnership)
LexisNexis
02.2020 - 02.2021
- Performed scheduled service work, including installations, testing and repairs.
- Assist management in creating training materials
- Designed and deployed effective IT solutions for increased productivity and streamlined operations.
- Act as the initial point of contact for all computer and system related concerns other employees.
- Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problem
Education
No Degree - NQF Level 5: Systems Support
On The Ball College
Cape Town, South Africa 04.2001 -
No Degree - NQF Level 4: Technical Support
Siseko Technologies (Pty) Ltd
Cape Town, South Africa 04.2001 -
High School Diploma -
East London Science College
East London, South Africa 04.2001 -
Skills
Problem-solving
Certification
Silulo Ulutho Technologies
Additional Information
REFERENCES:
Name: George Tsikkos
Company: LexisNexis
Position: Sales Manager
Contact details: 082 565 2431
Email: George.Tsikkos@LexisNexis.co.za
Name: Bradley Naidoo
Company: LexisNexis (Pty) Ltd
Position: Retention supervisor
Contact details: 082 301 1515
Email: Bradley.Naidoo@lexisnexis.co.za
Name: Bulelwa Mzimkulu
Company: Network International Payment Services
Position: Learning Development Manager
Contact Details: 081 268 3379
Email: Bulelwa.mzimkulu@network.global
Timeline
Subscription Renewals Agent (Intern)
LexisNexis
10.2022 - Current
Customer Renewals and Retention Agent (Learnership
LexisNexis
10.2021 - 10.2022
Junior IT Engineer (Learnership)
LexisNexis
02.2020 - 02.2021
Silulo Ulutho Technologies
06-2017
No Degree - NQF Level 5: Systems Support
On The Ball College
04.2001 -
No Degree - NQF Level 4: Technical Support
Siseko Technologies (Pty) Ltd
04.2001 -
High School Diploma -
East London Science College
04.2001 -
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