# NDONDI FREDRICK KANDJEMBE - Customer Experience & Retention Leader Source: https://hello.cv/ndondikandjembe Windhoek ## Links - Email - Phone ## About Highly accomplished Customer Experience and Branch Operations Leader with over 10 years of progressive experience driving exceptional frontline service and retention strategies within dynamic call center and branch environments. Proven expertise in optimizing CRM workflows, managing escalated complaints, and coaching high-performing teams to consistently exceed service level agreements and quality standards. Adept at leveraging data insights to enhance customer satisfaction and achieve key business objectives. ## Work ### Customer Experience & Retention Specialist | MultiChoice Namibia Leads customer-focused service and retention communications, optimizing CRM workflows and collaborating cross-functionally to enhance service delivery and compliance. - Spearhead customer retention initiatives, delivering precise and compliant communications that uphold service quality and enhance customer loyalty. - Optimized CRM workflows and fostered cross-functional collaboration with Customer Care and Branch teams, streamlining operations and improving service efficiency. - Developed and presented comprehensive service performance reports, providing actionable insights to leadership and ensuring adherence to stringent quality standards. ### Acting Outbound Call Centre Operations Supervisor | MultiChoice Namibia Supervised daily outbound call center operations, coaching a team of 35 agents to exceed service, quality, and compliance targets while expertly managing escalations. - Directed daily operations for a 35-member outbound call center team, achieving consistent attainment of service, quality, and compliance targets through targeted coaching and performance management. - Resolved complex escalated customer complaints, mitigating risks and improving customer satisfaction through effective problem-solving. - Ensured strict adherence to operational procedures and communication scripts, maintaining high standards of service delivery and regulatory compliance. ### Customer Service Representative | MultiChoice Namibia Delivered professional telephonic support, managing billing, renewals, and service activations while consistently meeting SLA requirements and maintaining accurate CRM records. - Provided expert telephonic support, efficiently handling a high volume of calls daily related to billing, renewals, and service activations, maintaining high customer satisfaction. - Consistently exceeded service level agreement (SLA) targets for response times and resolution rates, enhancing operational efficiency and customer retention. - Ensured meticulous maintenance of CRM records, supporting data integrity and facilitating seamless, personalized customer interactions. ### Branch Supervisor | Community Fashion Shop Managed daily branch operations, overseeing customer service, sales, cash handling, and stock control to ensure adherence to store policies and operational efficiency. - Orchestrated comprehensive daily branch operations, encompassing customer service, sales support, cash management, and rigorous stock control, ensuring seamless retail functionality. - Provided exceptional frontline customer service, resolving issues promptly to enhance customer loyalty and maintain a positive shopping experience over a four-year tenure. - Implemented and enforced strict adherence to store policies and financial controls, minimizing discrepancies and safeguarding assets. ### Acting Inbound Call Centre Operations Supervisor | MultiChoice Namibia Supervised inbound service teams, ensuring adherence to SLAs and quality standards, managing escalations, and conducting performance feedback sessions. - Led inbound service teams, consistently meeting and exceeding service level agreements (SLAs) and quality standards for customer interactions. - Effectively managed complex customer escalations, resolving critical issues to improve customer satisfaction and retention. - Conducted regular coaching and performance feedback sessions, developing team capabilities and improving overall service delivery. ### Branch Supervisor | MultiChoice Namibia Oversaw frontline branch operations, managing customer onboarding, renewals, payments, and complaint handling, while supervising staff and ensuring compliance with operational standards. - Directed comprehensive frontline branch operations, including efficient customer onboarding, renewal processing, payment management, and effective complaint resolution. - Supervised and mentored branch staff, fostering a high-performance culture and ensuring consistent service quality across all touchpoints. - Ensured stringent compliance with all operational standards and company policies, minimizing risks and maintaining service excellence. ### Outbound Team Leader | MultiChoice Namibia Led an outbound team to achieve conversion and retention targets, utilizing coaching, performance management, and adherence to engagement scripts. - Spearheaded an outbound team, consistently achieving and surpassing conversion and customer retention targets through strategic guidance and motivation. - Implemented robust coaching and performance management strategies, enhancing team productivity and individual agent effectiveness. - Ensured strict adherence to engagement scripts, maintaining brand consistency and optimizing customer interaction quality to drive desired outcomes. ## Education ### STADIO | Data Management ### Microsoft | Analyzing & Visualizing Data ### Harvard Business School | Leadership ### Highline Secondary School ## Languages - English ## Skills ### Customer Service & Relationship Management - Customer Service - Relationship Management - Customer Experience - Client Relations ### Branch & Front-Office Operations - Branch Operations - Front-Office Management - Operational Efficiency - Retail Management ### Complaint Resolution & Escalations - Complaint Handling - Conflict Resolution - Issue Escalation - Problem Solving ### CRM Data Capture & Administration - CRM Systems - Data Entry - Database Management - Record Keeping ### Renewals, Payments & Compliance - Payment Processing - Contract Renewals - Regulatory Compliance - Policy Adherence ### Microsoft Office Suite - Microsoft Excel - Microsoft Word - Microsoft Outlook - Data Reporting ### Team Leadership & Coaching - Team Management - Performance Coaching - Staff Supervision - Mentorship - Team Development ### Call Centre Operations - Inbound Calls - Outbound Calls - SLA Management - Quality Assurance - Telephonic Support ### Data Analysis & Reporting - Performance Reporting - Data Visualization - Business Intelligence - Data-Driven Decisions ## Source Read this profile on Hello.cv: https://hello.cv/ndondikandjembe Create your free profile at https://hello.cv