Nombulelo T.
Mid-Level Customer Retention Specialist
Open to offersNew to PlatformAbout
Nombulelo T. is a seasoned Customer Retention Specialist with over 4 years of experience enhancing customer loyalty and recovering revenue in call center environments. At Bidvest Insurance, she expertly managed over 100 weekly retention and cancellation interactions, consistently surpassing targets through customized negotiation strategies and policy adjustments. Nombulelo played a pivotal role in designing call scripts and implementing process improvements, contributing to reduced handling times and increased team success rates. Her tech-savvy nature is underpinned by a National Diploma in IT Systems Development, allowing her to skillfully leverage AI tools and CRM systems for workflow automation and improving reporting accuracy. Prior roles at Ignition Group and DMC Debt Management honed her skills in debt collection, dispute resolution, and customer service, demonstrating her commitment to maintaining compliance and enhancing operational efficiency. Fluent in English, Nombulelo thrives in both remote and onsite roles, consistently delivering excellent communication and interpersonal skills.
Experience
Retentions & Cancellations Consultant (Customer Retention Specialist)
BIDVEST INSURANCE · 2022 — 2026Oversaw over 100 retention and cancellation interactions each week, surpassing retention objectives through customized negotiations and timely policy modifications. Recovered premium revenue by proposing policy adjustments and win-back strategies while ensuring compliance with regulatory standards. Developed and executed call scripts, rebuttals, and process enhancements to lower average handling time and boost team save rates. Utilized AI tools to automate repetitive tasks, enhance response times, and improve reporting accuracy. Maintained precise documentation and adhered to industry compliance requirements in client interactions.Retentions, Cancellations & Customer Service Consultant
IGNITION GROUP – EARTHLINK CAMPAIGN · 2021 — 2022Managed high-volume inbound and outbound calls to address billing, policy, and service inquiries related to the Earthlink campaign. Employed retention techniques and negotiated tailored options to mitigate cancellations and boost customer satisfaction. Conducted account updates, escalated intricate cases to specialist teams, and ensured records were accurately maintained. Actively participated in process enhancement initiatives that improved operational efficiency and customer experience.Debt Collecting Agent
DMC DEBT MANAGEMENT · 2019 — 2021Handled a portfolio containing delinquent accounts, reaching out to customers to negotiate settlements and establish structured payment plans. Enhanced recovery rates and lowered outstanding balances while ensuring adherence to debt-collection regulations. Utilized negotiation and dispute-resolution abilities to address contested accounts and sustain professional relationships with customers. Consistently achieved monthly collection targets in a high-pressure environment.
Skills & Expertise
Education
- National Diploma in IT Systems DevelopmentBOSTON CITY CAMPUS & BUSINESS COLLEGE · 2015 — 2018
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