Mendy Mdluli

Highly skilled and results-oriented Customer Service and Retention Specialist with over 10 years of experience in high-volume, international contact centres (including US and UK campaigns). Proven track record in customer retention, conflict de-escalation, target-driven sales, and complex claims processing. Exceptionally adaptable, technically proficient, and fully equipped with the discipline and communication skills required to excel in a fast-paced, remote working environment.

Retentions Advisor (US Campaign) - Concentrix

(2023-01)

• Successfully negotiated with high-risk US customers intending to cancel cable, internet, landline, and home security services, using advanced problem-solving to resolve issues and retain business.
• Identified customer needs during retention calls to cross-sell and upsell Xfinity mobile services and cellular devices, consistently meeting monthly sales targets.
• De-escalated intense customer complaints with patience and empathy, turning negative experiences into positive brand interactions.
• Maintained comprehensive expertise in complex international telecommunications packages, pricing structures, and home security technology.
• Operated efficiently within US market standards, utilizing multiple CRM systems simultaneously to accurately log customer data and process orders.

Customer Service Agent - Kura SA

(2022-01 - 2023-12)

• Assisted international clients with real-time account updates, including sensitive banking details, addresses, contact information, and vehicle asset amendments.
• Managed and resolved complex customer grievances regarding premium increases, service delays, or policy misinformation, protecting brand reputation.
• Assisted clients facing financial distress by negotiating tailored, compliant payment plans to prevent policy cancellations while maintaining customer satisfaction.

Claims FNOL (First Notification of Loss) Representative - Outworx Contact Centre

(2019-01 - 2022-12)

• Managed the escalation of urgent claims, inbound complaints, and complex insurance problems under tight call-handling timelines.
• Evaluated customer claim details to efficiently route files to the correct internal investigation and underwriting departments.
• Coordinated emergency roadside and vehicle hire logistics for policyholders based on their specific insurance cover limits.
• Autonomously resolved claims disputes within personal scope of authority, escalating edge cases to management when required.

Sales & Renewals Advisor - Outworx Contact Centre

(2015-01 - 2019-12)

• Assisted potential clients with outbound and inbound car insurance quotes, optimizing pricing to convert warm leads into active policies.
• Maximized policy revenue by identifying cross-selling opportunities for optional insurance extras and premium add-ons.
• Outreached to existing policyholders to secure contract renewals by offering competitive, performance-based rate adjustments.

National Senior Certificate - Matric - Ridge Park College (2013-12)