Faith P.
Mid-Level Customer Retention Specialist
Open to offersNew to PlatformAbout
Faith P. is a seasoned professional with extensive expertise in customer service, marketing strategy, and revenue enhancement, demonstrated by her history as a Retention Customer Service Representative at Tracker Connect in Johannesburg since February 2024. Her role involves enhancing customer loyalty through proactive concerns management and CRM-driven account processes, boosting retention rates significantly. Her innovative strategies in collaboration with cross-functional teams have advanced client engagement. Previously, Faith worked as a Clinical Administrator at Guidepost, where she optimized Diabetes education scheduling, fostering strong partnerships for process improvement. Her career also includes a notable period as a Call Centre Representative at Tracker Connect, where she dealt with complex inquiries and drove effective sales processes. Armed with a Higher National Diploma in Banking from Letsema Bankseta, Faith combines a significant 16 years of practical experience with a solid educational foundation, making her a valuable asset in any customer-focused environment.
Experience
Retention Customer Service Representative
Tracker Connect · 2024 — PresentProactively addressed customer concerns to enhance loyalty and offer tailored solutions. Streamlined account management through CRM tools for improved response times and increased retention. Collaborated with cross-functional teams to implement retention strategies and conducted follow-ups to assess customer needs, fostering long-term relationships.Clinical Administrator
Guidepost · 2018 — 2023Optimized the scheduling for Diabetes education sessions to maximize patient bookings and attendance. Developed relationships with educators to address process blockages while managing their schedules effectively. Coordinated training for healthcare services teams and implemented strategic plans to enhance service offerings.Call Centre Representative
Tracker Connect · 2017 — 2018Handled complex customer complaints with professionalism, documenting communications in CRM. Resolved product sales and service issues, consistently following up with relevant information as needed. Pursued upselling opportunities for company products and recorded details of customer interactions.Call Centre Agent
Guidepost · 2016 — 2017Managed patient details within the system and exceeded outbound call targets through sales calls. Assisted in the education and training of new employees while welcoming patients into the Diabetes program and coordinating glucometer deliveries.Fleet Sales Administrator
AVMS · 2015 — 2016Contacted clients for order verification and created accurate sales documents including invoices and quotations. Ensured customer satisfaction by maintaining helpful interactions and processing orders efficiently while addressing complaints related to deliveries and order accuracy.Sales and Retention Specialist
Absa Vehicle and Asset Finance · 2012 — 2015Consistently met monthly sales targets while supporting and mentoring junior team members. Processed vehicle finance applications and validations, providing outcomes to dealers for contract sign-offs and cross-selling added products.Bank Executive Officer
Absa Vehicle and Asset Finance · 2006 — PresentManaged new debit order uploads, cancellations, and account restructuring. Drafted various letters such as paid-up letters and sent audit and amortization certificates to clients while processing EFTs and refunds.
Skills & Expertise
Education
- Higher National Diploma: BankingLetsema Bankseta learnership - Johannesburg · 2005 — Present
- Matric - grade 12: High school certificateKlipspruit west secondary school - Johannesburg, GP · 2003 — Present
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