NDONDI FREDRICK KANDJEMBE
Customer Experience & Retention Leader
Windhoek, NA.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
MultiChoice Namibia
|Customer Experience & Retention Specialist
Windhoek, Khomas, Namibia
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Summary
Leads customer-focused service and retention communications, optimizing CRM workflows and collaborating cross-functionally to enhance service delivery and compliance.
Highlights
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.
MultiChoice Namibia
|Acting Outbound Call Centre Operations Supervisor
Windhoek, Khomas, Namibia
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Summary
Supervised daily outbound call center operations, coaching a team of 35 agents to exceed service, quality, and compliance targets while expertly managing escalations.
Highlights
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.
MultiChoice Namibia
|Customer Service Representative
Windhoek, Khomas, Namibia
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Summary
Delivered professional telephonic support, managing billing, renewals, and service activations while consistently meeting SLA requirements and maintaining accurate CRM records.
Highlights
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.
Community Fashion Shop
|Branch Supervisor
Windhoek, Khomas, Namibia
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Summary
Managed daily branch operations, overseeing customer service, sales, cash handling, and stock control to ensure adherence to store policies and operational efficiency.
Highlights
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.
MultiChoice Namibia
|Acting Inbound Call Centre Operations Supervisor
Windhoek, Khomas, Namibia
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Summary
Supervised inbound service teams, ensuring adherence to SLAs and quality standards, managing escalations, and conducting performance feedback sessions.
Highlights
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.
MultiChoice Namibia
|Branch Supervisor
Windhoek, Khomas, Namibia
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Summary
Oversaw frontline branch operations, managing customer onboarding, renewals, payments, and complaint handling, while supervising staff and ensuring compliance with operational standards.
Highlights
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.
MultiChoice Namibia
|Outbound Team Leader
Windhoek, Khomas, Namibia
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Summary
Led an outbound team to achieve conversion and retention targets, utilizing coaching, performance management, and adherence to engagement scripts.
Highlights
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
Higher Certificate
Data Management
Microsoft
Certificate
Analyzing & Visualizing Data
Harvard Business School
Certificate
Leadership
Highline Secondary School
Grade 12
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.