Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Zanele Soko

Midrand

Summary

Dynamic and results-driven customer service professional with over five years of experience in enhancing customer satisfaction and fostering long-term relationships. Proven track record in reducing client loss, and implementing retention strategies that boost loyalty and revenue. Adept at utilizing CRM tools, and delivering personalized solutions to each client. Committed to continuous improvement and delivering exceptional service in fast-paced environments.

Overview

5
5
years of professional experience

Work History

Retention Consultant

Momentum group
Sandton
02.2021 - Current
  • Collaborated across teams to optimise customer satisfaction, and maximise retention rates.
  • Delivered exceptional customer service, resolving queries and complaints efficiently to maintain satisfaction.
  • Tailored communication style to suit diverse client base, enhancing rapport and understanding.
  • Met and exceeded monthly targets consistently to maximise revenue, minimise cancellations and increase customer lifetime value.

Contact Centre Learnership

Momentum Metropolitan Life
Midrand
02.2020 - 12.2020
  • Utilised diverse customer service tools and software to oversee interactions and monitor customer feedback.
  • Gained hands-on experience in customer service, communication, and problem solving within a fast-paced contact centre environment.
  • Utilised office software (e.g. word processing, spreadsheets, and presentations. Microsoft Office, Excel, and others to manage spreadsheets, documents, and presentations.
  • Assisted with day-to-day administrative tasks such as scheduling, Covid adherence, filing, data entry, and maintaining office supplies.

Education

Certificate of Completion - Professional Certificate of Executive Business Ass

MTF Institute/Udemy
Virtual
05-2025

RE5 Regulatory Exams - Insurance

Moonstone
05-2023

High School Diploma -

Himalaya Secondary School
12-2012

Skills

  • CRM system
  • computer literate
  • Problem-solving
  • Client rapport
  • Critical analysis
  • Decision making under pressure
  • Effective communication

Affiliations

  • Peter Madubanya Head: Service and Ops Support - Metropolitan Life pmadubanya@metropolitan.co.za / 0847699556
  • Galifi Perry Client Retention Manager - Metropolitan Life galifi.perry@metropolitan.co.za /0720266621

Timeline

Retention Consultant

Momentum group
02.2021 - Current

Contact Centre Learnership

Momentum Metropolitan Life
02.2020 - 12.2020

Certificate of Completion - Professional Certificate of Executive Business Ass

MTF Institute/Udemy

RE5 Regulatory Exams - Insurance

Moonstone

High School Diploma -

Himalaya Secondary School

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Zanele Soko