Silindile Ndlovu Email and Phone Number

• I am a dedicated account Key account manager for high value Corporates and Government accounts. I take full accountability for the accounts that I manage• I go to customer visits and assist with face-to-face assistance to ensure all queries and complaints are resolved within the agreed turn around time based on the SLA • I am responsible for sales within my corporate and government clients • I proactively identify and perform cross selling and upgrades • I identify operational inefficiencies and develop continuous improvements• I am accountable to provide technical assistance to customers for device and network related enquiries• I continuously do an analysis to ensure that the clients are on the best package that offers them the best value based on their usage patterns and needs

• I received and resolved queries and complaints that were sent to the CEOs office as well as Executives • I ensured that the customers were retained • I did root cause analysis for why the queries and complaints were not resolved previously and proposed solutions for possible gaps in the organisation • I worked with the Process department to develop processes that are customer friendly, reduce customer effort without exposing the organisation to risk

• I assisted walk in customers at the walk-in centre that is in the head office• I accepted account payments and ensured that the monies were allocated and banked accordingly • I assisted with billing and technical queries

Receive and assess claims for stolen and lost Cell Phones in line with terms and conditions of C-Cover,Receive and Assess claims for damaged cell phone and approve quotes for repairs,Do new orders for cell phones and make sure that they are delivered to the customer within the turnaround time of 3 days,Make sure that all transactions are recorded on a spread sheet,Make sure that all paper work is in order and that the customers’ files are up to date.

I was selected to be in the high Value Desk where we dealt with Cell C‘s high caliber and high spending customers including business customer. In this department we would receive queries from customers and one would own the query from start to finish and make sure that the customer is happy and we had a turnaround time of 2 hours to feed back to the customer. Queries such as bill disputes we would do as the customer was on the line and make sure that the customer understands. We did sales and upgrades as well as retentions

I worked at the call centre where I was assisting customers with queries and complaints.