Paul Mthembu

gigz.co.za/paulmthembu8

Summary

Well organized, creative and proven customer relationship management professional. Experience working with Customer care and Retentions of clients through Sales retainment. Significant Retentions and Client relationship experience. Track record of delivering required Job assigned to do and exceeding. Impressive history meeting organizational KPI.

Experience

Merchandise & Cashier · Jet store · 2008 – 2008
Front shop merchandise · Dischem pharmacy · 2009 – 2013
Consumer Post Paid Call Centre Agent (808/135) · MTN · 01/08/2013 – 31/08/2016
  • Assisting customer with the payment arrangements
  • Assisting customers with the billing queries
  • Educating the customers about our services and products
  • Updating customers personal details as per their request
  • Loading and removal of the Value-Added Services as per customers' request
  • Suspending the Simcard for lost or stolen phones as per customers' request
  • Blacklist of handset
  • Transferring the client to the respective department as per query (Retentions, Legal, Insurance and ext.)
Retentions & Winback Agent, Customer Operations · MTN · 01/09/2016
  • Reconcile contract expiry dates
  • Contact all customers due to cancel their contract and encourage them to remain with MTN
  • Contact valued customers from the list provided by marketing and offer them upgrades, loyalty offers, etc.
  • Provide incentives to retain customers
  • Initiate dial campaigns to discourage customers from churn
  • Strive to make customers feel valued and important and prevent them from leaving
  • Maintain excellent customer relationships
  • Attend to queries and needs of customers as required within procedures
  • Process upgrade documentation when a customer has decided to upgrade
  • Escalate any anomalies or problems to management
  • Draw up comprehensive action manager notes for all transactions
  • Compile daily productivity reports as required
  • Improve methods of carrying out work through on-the-job concrete experience
  • Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
  • Support the work performed by others
  • Continuously improve knowledge around new technology in cellular telecommunications
  • Deal with inbound and outbound calls
  • Attend to correspondence via fax, e-mail, etc as required
  • Monitor stock requirements and inform supervisor
  • Perform ad hoc projects on an occasional basis as required
Regression programme (Secondment): System Testing · MTN
  • Testing of new changes of the latest version in the systems of the call centre particularly in the division I'm inn which is retentions department
  • All changes that might affect operation and advise the department with any changes and assist with any system issues
Social Media Department · MTN
  • Assisting client any service request including complains through our digital platform via Face book and Twitter
  • Ensure that all their queries a solved and maintain good image of the company
Supersonic CX Spark · MTN
  • Signing-up on the website
  • Checking if client have coverage in the area for FLTE or FIBRE
  • Assisting with follow-up on FLTE and FIBRE new orders
  • Providing feedback and resolution on Supersonic WhatsApp service
  • Assisting client with Data Topup and package Upgrade and Downgrade
  • Assisting with Billing enquiries and Payments
  • Liaising with Project Coordinators regarding client installation and router orders after installation on client premises
Super user System trainer · MTN · 2021 – 2021
  • Train agents with the system navigation and Guide Supervisors with handling escalations and Queries
  • Error messages on the system of what it means
  • Assist with escalations
  • Compile daily reports on progress of the Agent and call-Centre overall

Education

Matric certificate · Nellmapius secondary school · 2006
Call Centre completion Certificate · MTN Learnership programme · 22/10/2014
Certificate in Teaching · UNISA · 2019
1 Year Certification (Completion in progress) · Digital Marketing Course

Skills

Core Competencies

Customer Relation, Learning Other fields, Problem Solving, Communication, Critical thinking, Retentions Skill, System Knowledge

System Knowledge

Eppix, Smart Wizard, M-Trax, Eclipse, Yellopedia, Rica Link, PPS Link, Content Charges Link, Voicemail Link, WASPA Unsubscribe, USD, ILula system