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Rabecca Banda

@rabeccabanda

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Customer-focused retention specialist skilled in CRM, upselling, and data-driven customer insights.

Zambia

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What I'm looking for

I seek a customer-focused role in telecoms or service industries where I can apply CRM, retention and upselling skills, contribute to NPS improvements, and grow with training in data-driven customer strategies.

I am a customer retention specialist with hands-on experience in telecommunications call centres, CRM platforms, and telemarketing. I have progressively handled inbound customer service, upselling, and account retention across multiple organisations, consistently meeting daily targets and reporting requirements.

My strengths include strong communication, people management, and proficiency in data collection and analysis to identify business trends and improve Net Promoter Score (NPS). I hold recent certificates in digital marketing and data visualization which complement my practical experience in customer engagement.

I work well with minimal supervision, submit timely reports, and focus on resolving customer issues while growing revenue through targeted upselling and retention strategies.

Experience

Work history, roles, and key accomplishments

Current

Retention Agent

Current

Bridging Gap Solutions

Jan 2024 - Present (1 year 10 months)

Conduct telemarketing for Zamtel products and promotions and collect customer data to analyze business trends, improving retention insights.

Telemarketing Customer Retention Data Collection CRM Reporting Customer Insights

Retention Agent

IsonXperiences Ltd

Jul 2018 - Nov 2023 (5 years 4 months)

Managed Airtel back-office and call centre activities, reviewed daily NPS reports, submitted operational reports, upsold products and retained dissatisfied customers.

Customer Retention Upselling NPS Reporting CRM