Open to opportunities

Lebo Makoti

@lebomakoti

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Dedicated customer retention specialist with extensive call center experience.

South Africa

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer retention specialist with over a decade of experience in high-intensity call center environments. My career has been focused on retaining clients and enhancing customer satisfaction through proactive engagement and tailored solutions. I have successfully worked with leading telecommunications companies, including Vodacom and Cell C, where I honed my skills in customer service, sales, and relationship management.

Throughout my career, I have consistently achieved key performance metrics and received recognition as the Best Agent of the Month at Vodacom. My ability to analyze customer feedback and implement effective retention strategies has not only reduced churn rates but also maximized revenue through upselling and cross-selling initiatives. I am passionate about building positive relationships with customers and ensuring their needs are met with excellence.

Experience

Work history, roles, and key accomplishments

Current

Retentions Inbound/Outbound

Current

Vodacom

Jun 2018 - Present (7 years 3 months)

Retained client contracts post-expiration and prevented customer churn by proactively addressing root causes. Engaged in pro-active selling of value-added services and advised clients on cost-saving strategies for multiple lines.

Customer Service Sales Cold Calling Contract Management Product Knowledge Customer Relationship Management Problem Solving Communication Negotiation

Retentions Consultant

Glocell PTY

Jan 2016 - Dec 2017 (1 year 11 months)

Managed client contract retention after 24-month expiry and implemented strategies to prevent customer churn. Actively promoted value-added services and provided advice on cost savings for multi-line accounts.

Customer Service Sales Cold Calling Contract Management Product Knowledge Customer Relationship Management Problem Solving Communication Negotiation

Retentions Agent (Outbound & Inbound)

Altech Autopage Cellular

Sep 2013 - Mar 2016 (2 years 6 months)

Developed and implemented new strategies for customer retention activities and responded to customer queries and complaints. Collaborated with the Sales Manager on sales promotion activities and conducted product presentations.

Customer Retention Customer Service Product Presentations Customer Feedback Analysis Negotiation Relationship Building Business Growth Problem Solving

Retentions Agent (Outbound/Inbound)

Cell C

Jan 2010 - Aug 2013 (3 years 7 months)

Handled inbound retention calls, focusing on sales and revenue generation in a high-intensity call center environment. Utilized persuasive skills to convert disconnection requests into sales and save opportunities.

Customer Retention Sales Call Center Operations Persuasion Performance Metrics Product Education Marketing Campaigns Database Management Customer Service

Retentions Agent (Inbound/Outbound)

Vodacom

Jan 2006 - Feb 2010 (4 years 1 month)

Received inbound retention calls for sales and revenue generation in a high-intensity call center. Applied persuasive skills to prevent disconnections and achieve key performance metrics.

Customer Retention Sales Call Center Operations Persuasion Performance Metrics Product Education Marketing Campaigns Database Management Customer Service

Call Centre

Markinor Market Research Company

Jan 2003 - Dec 2006 (3 years 11 months)

Conducted client calls and surveys to assess service received from various companies like Absa, Telkom, Standard Bank, Yellow Pages, and Momentum. Ensured accurate data collection for market research purposes.

Client Communication Data Collection Market Research Customer Feedback Active Listening Data Entry Quality Assurance Problem Solving

Education

Degrees, certifications, and relevant coursework

Jordan High School

Grade 12, General Studies

Completed high school education with a focus on technical and scientific subjects. Gained foundational knowledge in engineering science and mechanotechnology.

Lekoa Technical College

Certificate, Mechanotechnology

Completed a three-year program in Mechanotechnology, covering various engineering principles. Studied Fitting & Machining Theory, Mathematics, Engineering Science, and Engineering Drawing across N1, N2, and N3 levels.

Damelin

Certificate, PC Repairs and Call Centre Operations

Attended a workshop focused on PC Repairs, gaining practical skills in computer hardware and troubleshooting. Also completed training for a Call Centre Agent role, developing customer service and communication abilities.