Zanele Yvonne Shabane
Sales And Marketing
DURBAN
Summary
Accomplished Call Center and Retention Consultant experienced in customer service and sales. Delivered exceptional support, resolved issues promptly, and boosted sales revenue through strategic initiatives. Focused on reducing churn and enhancing customer loyalty while adapting to evolving business needs.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Retention Agent
Icebolethu Group
06.2021 - Current
- Surpassed retention targets with strategic initiatives.
- Increased client retention rates through personalized service and relationship building.
- Initiated proactive outreach to customers at risk of cancellation, leading to increased loyalty.
- Identify at-risk customers and implement retention strategies.
- Managed customer cancellations with high success rates.
- Resolved root causes of dissatisfaction.
- Delivered tailored solutions and promotions.
- Reviewed account histories and analyzed trends to anticipate potential attrition.
- Educated customers on product features and benefits during retention efforts, enhancing their understanding of value propositions.
- Collaborated with other departments to resolve complex issues, improving overall customer experience.
- Initiated proactive outreach to at-risk customers, fostering increased loyalty and reducing cancellations.
- Analyzed customer feedback to identify areas for improvement, implementing changes that enhanced customer satisfaction.
- Maintain accurate records in easypol systems.
- Fostered long-term relationships and loyalty.
Outbound Call Center Consultant
Icebolethu Group
02.2018 - 05.2019
- Streamlined call center operations for increased efficiency with well-developed training programs and resource allocation.
- Implemented new strategies for handling high call volumes during peak hours, resulting in decreased wait times for customers.
- Sought feedback from peers and supervisors to refine performance and enhance customer support.
- Actively sought out feedback from peers and supervisors to improve performance and provide better support to customers.
- Worked closely with team members to develop innovative solutions for recurring customer issues, resulting in a more streamlined support experience.
- Collaborated with management to identify improvement areas in call center operations, enhancing efficiency over time.
- Worked closely with management to identify areas for improvement within the call center, leading to increased operational efficiencies over time.
- Utilized empathetic communication techniques to manage challenging situations with frustrated customers effectively.
- Managed challenging situations gracefully by utilizing empathetic communication techniques when dealing with frustrated customers.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
Education
Marketing Management (National N Diploma) - Marketing Management
Ethekwini FET College
Durban, South Africa01-2019
Matric Certificate -
Ndukwenhle High School
Umlazi, South Africa01-2006
Skills
Retention strategies
Customer engagement
Client relations
Sales
Call center experience
Data analysis
Team building
Interests
Reading and Travelling
Others
Drivers licence: C1
Timeline
Retention Agent
Icebolethu Group
06.2021 - Current
Outbound Call Center Consultant
Icebolethu Group
02.2018 - 05.2019
Marketing Management (National N Diploma) - Marketing Management
Ethekwini FET College
Matric Certificate -
Ndukwenhle High School