Nceba Ngqono

Results-driven Customer Service & Sales Specialist with over 10 years of experience managing high-volume inbound and outbound customer calls, appointment scheduling, and lead conversions across regulated environments. Proven track record of applying consultative sales techniques, resolving complex escalations, and maintaining flawless CRM documentation. Adept at following call scripts, client playbooks, and strict SOPs to exceed performance KPIs, drive customer retention, and support cross-functional team success.

Client Engagement Adviser - Santam

(2024-03)

• Professionally handle inbound and outbound client engagements following approved service playbooks, call flows, and strict compliance guidelines.
• Conduct thorough needs analysis to assist clients with service inquiries, policy updates, appointment scheduling, and immediate resolution of escalations within strict SLAs.
• Maintain 100% accurate CRM documentation, call notes, dispositions, and customer record updates to ensure seamless service tracking.
• Drive customer retention initiatives by presenting tailored service options, cross-selling additional offerings, and building long-term broker/client relationships.

Outbound Sales Consultant - DirectAxis

(2019-01 - 2023-12)

• Executed high-volume inbound and outbound telephone calls using structured call scripts and consultative sales techniques.
• Identified customer needs through targeted questioning, confidently presenting product options and overcoming customer objections.
• Captured detailed interaction notes, dispositions, and verified customer data in the internal CRM system.
• Consistently followed up on unconverted leads and missed opportunities to maximize conversion targets and quality metrics.

Outbound Sales Consultant - iSelect (MerchantsSA)

(2016-01 - 2019-12)

• Managed outbound campaigns to convert online leads and digital inquiries into booked service packages.
• Utilized consultative approaches to recommend optimal broadband, mobile, and entertainment solutions tailored to customer requirements.
• Scheduled follow-ups and prioritized high-value opportunities while strictly adhering to quality standards and business SOPs.

Outbound Sales Consultant - Zestlife

(2013-01 - 2016-12)

• Conducted outbound calls to generate, schedule, and convert sales opportunities for financial protection products.
• Handled customer objections using approved scripting and presented optional add-on solutions to maximize customer value.
• Maintained prompt lead response times, updated CRM tracking tools, and consistently hit monthly production and conversion targets.

Sales Advisor (Telemarketing) - Metropolitan MMI

(2010-01 - 2013-12)

• Engaged prospective customers through inbound and outbound telemarketing campaigns.
• Followed strict call structures to qualify needs, present solution packages, and schedule client engagements.
• Documented detailed records of all interactions, customer details, and call dispositions.

Arrear Account Counsellor & Team Leader - Edcon Financial Services

(2006-01 - 2009-12)

• Led, coached, and mentored a team of 12 counsellors to maintain quality expectations, attendance standards, and high team performance.
• Handled escalated customer queries professionally and negotiated structured payment arrangements.
• Prepared detailed performance reports and managed high-priority customer portfolios.

Learner Policy Replacement Administrator - Sanlam Life

(2005-01 - 2006-12)

• Processed replacement documentation and verified data accuracy against administrative SOPs.
• Responded to client correspondence and maintained internal database updates.

HC Data Engineering - Explore AI Academy (2022-01 - 2023-12)

NQF Level 5 - Short-Term Insurance FAIS

Regulatory Examination RE5 & COB

NQF Level 3 - Financial Services Administration

ND - Electrical Engineering - Walter Sisulu University

Matric - Nolitha Comprehensive Technical High School