Nhlanhla Mntambo
Retentions Consultant
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About
Customer service professional with experience resolving guest and client complaints remotely across retentions, technical support, and sales for local and international (US) accounts. Skilled at staying calm under pressure, de-escalating frustrated customers, and turning dissatisfaction into a resolved, positive outcome — all while working independently in a home-based, self-managed setup.
Experience
Retentions Consultant at YouFibre (via Nutun) (2026-02 – Present)
- Resolve client complaints and cancellation requests remotely, saving accounts by addressing the root concern.
- Negotiate tailored offers by phone to retain clients and turn dissatisfaction into a positive outcome.
- Manage difficult calls with professionalism, de-escalating frustrated clients and restoring confidence.
Subject Matter Expert (SME) at YouFibre (via Nutun) (2025-08 – 2026-02)
- Handled escalated complaints, guiding agents through complex or emotionally difficult client calls.
- Coached remote agents on complaint-resolution best practices and consistent service quality.
Customer Solutions Associate at Quantanite
- Resolved US-based customer complaints remotely via phone, email, and chat with high first-contact resolution.
- Diagnosed issues and guided customers calmly through resolution, reducing repeat complaints.
Technical Support Specialist – Graduation at Quantanite
- Managed customer complaints end-to-end remotely, from first contact to final resolution and follow-up.
Business Development Manager at CallForce (Vodacom)
- Managed client relationships remotely by phone, addressing concerns to protect customer satisfaction and retention.
Education
Systems Development in Systems Development (2019)
Systems Development in Systems Development (2018)
