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Retentions inbound/outbound
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Competencies
Specialized in retaining customers through strategic engagement and proactive problem-solving.
Experienced in upselling and cross-selling value-added services to boost revenue.
Excellent in responding to customer queries and resolving complaints effectively.
Capable of identifying root causes and developing solutions to customer retention challenges.
Works well within teams to implement retention strategies and improve service delivery.
Education
Languages
Summary
Lebo brings over 10 years of expertise in customer retention, sales, and client relationship management within the telecommunications industry. Skilled in developing strategies that reduce churn, enhance customer satisfaction, and increase revenue.
Key Achievements
- Successfully retained customer contracts post-24 months, reducing churn rates across multiple companies.
- Proactively sold value-added services, increasing revenue and customer satisfaction.
- Developed innovative retention strategies, improving customer loyalty and engagement.
- Consistently achieved high performance in high-pressure call center environments.
- Advised clients on cost savings, enhancing their overall experience and trust.
Experience
Retentions inbound/outbound
Retaining of clients contracts after 24 months contract expired. Prevent clients from churning (root cause of problem). Pro-active selling of value added service. Advice client on cost saving on multiple lines (encourages new sales). Pro-active cold calling of out of base clients to make aware of specials. Always advice clients upon renewal of voice contact about data contracts. Tracking of handset delivery and advice client of estimate time of delivery. Always get back to client if promised to do so.. Inform client of all Value added service in order to maximize revenue. Create awareness of new contracts specials to existing clients. Implementation of under promise and over deliver policy
Retentions consultant
Retaining of clients contracts after 24 months contract expired. Prevent clients from churning (root cause of problem). Pro-active selling of value added service. Advice client on cost saving on multiple lines (encourages new sales). Pro-active cold calling of out of base clients to make aware of specials. Always advice clients upon renewal of voice contact about data contracts. Tracking of handset delivery and advice client of estimate time of delivery. Always get back to client if promised to do so.. Inform client of all Value added service in order to maximize revenue. Create awareness of new contracts specials to existing clients for family. Implementation of under promise and over deliver policy
Retentions Agent (Outbound & Inbound)
Develop new strategies for customer retention activities.. Respond to customer queries and address service complaints in a timely manner.. Work with Sales Manager in implementing sales promotion activities. Develop product presentations and demonstrations to customers.. Analyze customer feedbacks and develop new techniques to ensure customer retention.. Provide excellent customer services and ensure customer satisfaction.. Build positive working relationships with customers for repeat businesses.. Explain customers about new products and benefits.. Track contracts that are soon to be expired and contact customers for renewals. Make sales calls to existing and new customers for business growth.. Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
Retentions Agent (Outbound/Inbound)
Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call centre environment.. Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.. Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.. Educate customers on active product features, service offerings, billing, charges, and product value.. Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively.. Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.. Responsible for utilizing multiple customer databases to access, change or input account information for customers.. Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.. Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.