Khethiwe Xakatwane Customer Acquisition Agent

Call Center Consultant

Dash BPO

Aug 2021 - Feb 2022 (7 months)

Job title: Call Center Consultant Job description: - Handled inbound calls and assisted golf players with bookings and cancellations. - Processed customer payments and managed booking systems. - Promoted and sold golf attire and related products. - Provided customer support through chat systems and phone calls. - Utilized high ticket sales techniques to manage cancellations by persuasively encouraging customers to rebook tee times, effectively retaining revenue. - Applied advanced sales strategies to promote high-margin accessories, including umbrellas, T-shirts, hats, and gloves, consistently exceeding auxiliary product sales targets.

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Costumer Service

Dash SA

Aug 2021 - Feb 2022 (7 months)

Customer care service agent assisting clients with booking for golf tee time Selling golfing accessories Assisting with the amounts for the tee time for the customer

Call Center Specialist

Dash BPO

Aug 2021 - Feb 2022 (7 months)

Responsibilities and duties: • Taking incoming calls from golf players who wanted to make a booking • Booking teatime on the system for golf players for personal & business purposes • Selling golf attire • Assisting with payments for teatime using coupons from golf players • Calling golf courses to make a booking for the golf players • Making cancellations for rescheduling a booking • Selling new products to golf players • Using a chat system to assist golf players • Utilized high ticket sales techniques to upsell premium golf packages and exclusive teatime reservations, effectively increasing overall transaction value and revenue.

Customer Service Representative

Dash BPO

Aug 2021 - Feb 2022 (7 months)

Customer service Taking incoming calls from golf players who wanted to make a booking • Booking teatime on the system for golf players for personal & business purposes • Selling golf attire • Assisting with payments for teatime using coupons from golf players • Calling golf courses to make a booking for the golf players • Making cancellations for rescheduling a booking • Selling new products to golf players • Using a chat system to assist golf players • Leveraged high ticket sales techniques to maximize revenue by effectively convincing customers to rebook premium tee times, ensuring higher occupancy rates. • Employed a consultative sales approach to drive high ticket sales, successfully upselling premium accessories such as specialized hat

Salesperson

Tracker Connect Pty Ltd

Oct 2018 - Nov 2019 (1 year 2 months)

Acquisition customer service agent

Tracker

Oct 2018 - Nov 2019 (1 year 2 months)

Responsibilities and duties: • Call customers and sell them the Tracker tracking device • Advising customers about the different types of tracking devices Tracker offers • Explaining in detail how each tracking device is different from the other • Advising customers how much they would pay on each type of tracking device • Assisting customers on choosing which package is best for them • Selling value added services • Capture client’s details on the system e.g. name, surname, id no, address etc. • When the client accepts the tracker package, I will then send them a copy of their contract and voice recording via email

Telesales Consultant

Tracker

Oct 2018 - Nov 2019 (1 year 2 months)

Contacted customers to promote and sell tracking devices. Explained product features, pricing, and service packages. Captured customer information and prepared contracts. Provided excellent customer service and upselling support.

Telesales Specialist

Tracker

Jan 2018 - Nov 2019 (1 year 11 months)

Responsibilities and duties: • Call customers and sell them the Tracker tracking device • Advising customers about the different types of tracking devices Tracker offers • Explaining in detail how each tracking device is different from the other • Advising customers how much they would pay on each type of tracking device • Assisting customers on choosing which package is best for them • Selling value added services • Capture client’s details on the system e.g. name, surname, id no, address etc. • When the client accepts the tracker package, I will then send them a copy of their contract and voice recording via email

Call Center Agent

MultiChoice Group

May 2016 - Jun 2017 (1 year 2 months)

As a Call Center Agent, I provided high-quality customer service by resolving inquiries, managing account details, and ensuring data accuracy through efficient data entry processes. I maintained a professional and helpful demeanor while addressing client concerns and navigating complex database systems to maintain account records. • Leveraged high ticket sales techniques by identifying opportunities to offer value-added services, including insurance policies and premium decoder plans, effectively increasing revenue while enhancing the customer experience.

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Customer Service Consultant

Multichoice Dstv

Jan 2016 - Jun 2017 (1 year 6 months)

Customer Service Consultant Responsibilities and duties: • Handling of general inbound calls from Multi-Choice customers • Assisting customers who wanted to re-connect their dstv • Assisting customers to clear errors on their decoders • Assisting customers who wanted to make payments • Assisting customers who wanted to upgrade or downgrade their packages • Updating customer information by capturing their personal details on the system • Resolving customer complaints • Selling decoders to customers • Selling insurance cover for the decoders • Cross selling different packages • Offer better network coverage and speed services • Billing customers • Responding to customers queries via email • Data capturing • Leveraged high ticket sales expert

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Customer Service Consultant

Cell C Merchants

Dec 2013 - Nov 2015 (2 years)

Responsibilities and duties: • Handling Inbound calls from Cell C customers • Interpreting statements and invoices to customers • Educating customers about Cell C products and products that are on promotion • Selling contract phones to customers • Selling cell phone insurance to customers • Assisting customers who wanted to upgrade or terminate their contracts • Assisting customers with their blocked pin and puk numbers • Assisting customers with loading airtime • Assisting customers with setting up of voicemail on the phone • Blacklisting stolen phones and lost phones • Assisting customers with general queries • Updating customer information by capturing the personal details on the system (CRM) • Applied high ticket sales techniques to eff

Call Center Agent

CELL C

Dec 2013 - Nov 2015 (2 years)

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Consultant

MBD CREDIT SOLUTIONS

May 2013 - Oct 2013 (6 months)

Conducted debt collection calls and followed up on overdue accounts. Negotiated payment arrangements and resolved customer queries. Performed administrative duties and data capturing.

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Controller

MBD CREDIT SOLUTIONS

May 2013 - Oct 2013 (6 months)

Responsibilities and duties: • Conducting pro-active outgoing debt collection telephone calls • Following up and collection of bad debts • Negotiating, capturing and following up on payment arrangements • Attending to and resolving account queries where possible • Billing customers • Responding to customers queries via email • Administration • Typing of legal documents and contracts • Punctual and follow up on client portfolio • Data capturing

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Debt Collector

MBD Credit Solutions Pty Ltd

May 2013 - Oct 2013 (6 months)

Khethiwe Xakatwane

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