Regulatory Compliance & Product Advisory - Brilliant Professional Services
(2024-09)
- Achieved consistently high compliance accuracy by ensuring all customer information was correctly captured during the gas and electricity switching process.
- Helped reduce processing delays and rejection rates through meticulous attention to detail and adherence to regulatory standards.
- Strengthened overall operational reliability by maintaining clean, error-free customer data throughout the switch lifecycle.
- Successfully supported customers in transitioning from their current gas and electricity suppliers to British Gas or SO Energy, resulting in improved customer satisfaction and smoother onboarding.
- Increased product uptake by effectively communicating the benefits of value-added services, including the upselling of the Warm Box.
- Built trust and confidence with customers through clear explanations, personalised recommendations, and outstanding service delivery.
Sales Advisor - Huntswood
(2021-02 - 2024-09)
- Successfully drove customer adoption of OVO smart meters by clearly explaining benefits and energy-saving opportunities.
- Consistently achieved high conversion rates by tailoring solutions to customer usage and household needs.
- Helped customers transition to more efficient energy management tools, contributing to improved satisfaction and reduced billing queries.
- Built trust through clear communication, resulting in strong customer engagement and repeat interactions.
- Achieved strong registration numbers by assisting customers through seamless onboarding processes.
- Improved customer experience by ensuring accurate data capture and guiding customers through system requirements.
- Contributed to operational efficiency by maintaining high accuracy and minimizing follow-up corrections.
- Played a key role in increasing customer uptake through proactive support and exceptional service.
Sales Advisor/Retentions Agent/Verifications Agent/Team Leader - Ignition Contact Center
(2009-09 - 2019-12)
- Successfully generated new business through high-volume cold calling to broadband and mobile customers.
- Consistently met and exceeded sales targets by identifying customer needs and offering suitable product solutions.
- Built strong rapport with customers, contributing to increased conversion rates and customer satisfaction.
- Ensured 100% accuracy when confirming customer information and purchased packages, reducing post-sale disputes.
- Maintained high compliance and quality standards through thorough verification processes.
- Enhanced customer understanding of purchased services, leading to improved customer experience and fewer follow-ups.
- Successfully retained customers across Vodacom, MTN, and Cell C by offering tailored package alternatives that met customer needs.
- Reduced contract cancellations through effective negotiation and customer-centric solutions.
- Strengthened customer loyalty by offering value-driven recommendations and resolving concerns efficiently.
- Led a high-performing team by driving quality standards, monitoring performance, and implementing strong reporting practices.
- Coached and mentored advisors, resulting in improved individual KPIs and overall team effectiveness.
- Designed and implemented team and campaign-based incentives that boosted engagement and productivity.
- Fostered a culture of continuous improvement through goal setting, feedback, and targeted development initiatives.
Debt Collector - Blake and Associates
(2009-03 - 2009-08)
Responsible for contacting customers who have overdue accounts and helping recover outstanding payments on behalf of a company or financial institution.
- Discussing payment options and negotiating payment arrangements.
- Updating customer account information and payment records.
- Following company policies and legal requirements when collecting debt.
- Investigating account issues or disputes.
- Maintaining accurate records of all customer interactions.
- Working towards collection targets and performance goal
