Yamkela Raba

Motivated and customer-focused professional with experience in customer service, contact centre operations, KPI management, customer retention, and operational analysis. Skilled at building rapport, identifying customer needs, analysing performance trends, and contributing ideas that improve customer satisfaction and business growth. Experienced in target-driven environments, evaluating team performance, improving customer trust, and supporting retention initiatives.

Recognised for resilience, attention to detail, strong communication skills, and a positive mindset.

Real Time Analyst at Teleperformance (2024-01 – Present)

• Evaluated team KPIs to ensure operational and customer service targets were met.
• Investigated underperforming KPIs and identified improvement opportunities.
• Analysed customer trends, behavioural patterns, and retention risks.
• Conducted research into customer retention strategies and service improvements.
• Proposed a discounted-upgrade retention initiative to reduce customer loss while improving value for customers.
• Collaborated with management to improve service delivery and customer trust.
• Produced operational insights and performance reports to support business growth.

Customer Service Advisor at Teleperformance (2022-09 – 2023-12)

• Managed high volumes of customer interactions while maintaining service excellence.
• Built strong customer relationships through trust-based communication and problem resolution.
• Identified customer needs and recommended suitable products, services, and solutions.
• Worked in a target-driven environment focused on quality, customer satisfaction, and operational performance.
• Demonstrated resilience and professionalism when handling challenging customer situations.

Administrator at Virgin Active (2017-11 – 2019-04)

• Coordinated office activities, appointments, calls, emails, and administrative processes.
• Maintained accurate records and reporting using Microsoft Excel.

Technician at Insight Phone & Technology (2016-03 – 2017-02)

• Assisted customers with computer and cellphone software and hardware support.
• Built customer relationships through technical problem solving and support.

Information Technology – Cape Peninsula University of Technology

Learnership in Contact Centre – Omni Contact Centre

Matric – Cape Town High School