Tshepang Ndongeni

Customer Support, Technical Support and Sales professional with over 5 years' experience across telecommunications, BPO and insurance. Strong track record in technical troubleshooting, consultative sales, upselling fibre products, customer retention, CRM systems and exceeding SLA, customer satisfaction and sales targets.

Technical Support Agent - Vumatel

(2022-07)

• Provide WhatsApp-based fibre technical support for connectivity, router and Wi-Fi issues.
• Promote, upsell and cross-sell fibre packages, speed upgrades and value-added services.
• Identify customer needs and convert qualified opportunities into successful sales.
• Educate customers on packages, pricing, installations and product benefits.
• Assist with new applications, migrations, relocations and service activations.
• Collaborate with ISPs and field technicians to resolve faults.
• Maintain CRM records and consistently exceed SLA, CSAT and sales targets.

Customer Service Representative - Transaction Capital Recovery

(2021-04 - 2022-07)

• Managed high-volume customer enquiries.
• Resolved issues on first contact.
• Improved efficiency and customer satisfaction.

Customer Service Representative - Merchants SA

(2020-06 - 2021-03)

• Retained customers through excellent service.
• Resolved escalations and supported onboarding.

Medical Records Retriever - I-Contact

(2019-04 - 2020-06)

• Retrieved records accurately within SLA.

Customer Care Consultant - Conduent

(2017-06 - 2018-12)

• Resolved mobile and device issues while delivering excellent customer service.

Customer Service Representative - SA Taxi

(2016-09 - 2017-03)

• Built client relationships and improved resolution times.

Team Leader - Dawn Cabs

(2014-07 - 2016-09)

• Led team performance, coaching and training.

N5 - Business Management - Southwest Gauteng College

Matric - Chris J Botha Secondary School