Temechambi Rosten

Managed outbound customer calls and sales activities, engaging customers professionally and identifying opportunities to support business targets.

Trained staff in conflict-resolution techniques, contributing to a 40% decrease in escalated customer issues. Led customer-service improvement initiatives and developed a new training program that improved employee performance by 30%.

Consistently met or exceeded monthly sales targets, averaging 115% for eight months through active customer engagement and needs identification. Led a team of customer-service representatives, providing guidance and support to maintain strong service delivery and a 90% customer-satisfaction rate.

Implemented a knowledge-base system that improved self-service options and reduced customer-support enquiries by 30%. Achieved a 90% first-contact resolution rate while supporting customer issues and service requests.

Handled crisis and emergency situations with calm, structured communication, successfully de-escalating 83% of cases. Coached and onboarded internal and external staff, including negotiation training for a total of 150 MTN employees and partners in one year.

Pursued a Master's Degree in Philosophy, focusing on advanced philosophical studies and critical thinking.

Completed a Bachelor's Degree in Philosophy, developing analytical and reasoning skills.