Nazeema Petersen

I'm a driven and passionate Retention Specialist currently working at Octotel. With over a decade of experience in sales and customer service, I've developed a strong ability to connect with people, solve problems quickly, and build lasting client relationships. I thrive in fast-paced environments, consistently meet my targets, and take pride in turning difficult conversations into opportunities.

Retention Specialist at OCTOTEL FIBRE (2023-06 – Present)

• Utilise effective methods to retain existing customers
• Managing short- and long-term plans to retain customers
• Implement various strategies to increase retention
• Focus on non-paying customers by collecting payments and retaining
• Collaborate with different departments to improve retention strategies
• Ability to understand complex customer situations and provide appropriate solutions
• Ticket management
• Adhoc duties within consumer operations
• Deal with client's first billing queries or issues

Account Manager at WEBAFRICA ISP (2021-06 – 2023-05)

• Managed both inbound and outbound calls, delivering exceptional service and driving sales.
• Mentored team members to improve performance, often stepping in as acting Team Leader and supporting management when needed.
• Assigned queries to appropriate departments and ensured consistent follow-through until resolution.
• Handled customer queries and complaints via phone, email, tickets, and live chat with a strong focus on first-time resolution.
• Conducted feasibility checks, processed relocations, and updated client details across various FNO portals.
• Provided accurate product knowledge and pricing across FTTH, FTTB, VOIP, and LTE offerings.
• Consistently achieved and exceeded individual and team KPIs and sales targets.
• Actively supported onboarding of new agents, sharing product knowledge and sales techniques.

Matric – Cresswell School (1993 – 1998)