Siphokazi Lillian Mlaza

• Trains sales team and on product features, benefits , peicing and promotions
• Explains how product slove customers needs and how to postion them during sale converstions.
• Bridges gap between product team and sales tema by transaltingg technical details into simple, sellable messeges
• Develops sales script, pitch guids and product manual
• Suppoets sales lauches by ensuring teams are ready to sell new products
• sales and product facilitator trians and suppoets sales team by turning product knowlwdge into effective sales conversation
• Facilitated open discussions, encouraging diverse viewpoints and collaborative problem-solving.
• Integrated team-building exercises into sessions to strengthen group cohesion and collaboration.
• Employed a variety of assessment tools to evaluate participant progress and understanding.
• Fostered a culture of continuous learning, encouraging participants to pursue further development opportunities.

• Promoted DSTV products, including funeral cover and decoder insurance.
• Achieved sales targets consistently through effective strategies.
• Addressed customer inquiries and concerns to enhance satisfaction.
• Delivered exceptional customer service, contributing to revenue growth.
• Increased customer satisfaction by offering friendly, helpful and informative customer service.
• Handled and quickly resolved customer issues regarding product sales and customer service problems.
• Remained calm under pressure to handle customer complaints and solve problems.
• Followed-up on customer interactions to provide further support.
• Responded to customer emails with accurate, professional replies.
• Followed up customer calls with additional information or instructions.
• Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
• Employed strong communication skills to explain complex information in a clear and understandable manner to customers.
• Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
• Followed customer service script for uniformity in handling customer issues.
• Managed high volume of customer calls, efficiently handling inquiries and resolving issues to uphold customer satisfaction.
• Gave clients information about available products and services to build awareness.
• Maintained detailed product knowledge to competently and expertly advise customers.
• Attended regular training to enhance performance and expand knowledge.
• Maintained working knowledge of available products and services for enhanced customer service.
• Strived to meet and exceed call centre targets while maintaining excellent customer care.
• Applied correct hold and transfer procedures, consistently keeping call times within timeframe target.
• Maintained up-to-date knowledge of company policies and procedures to provide accurate information to customers.
• Listened to clients to identify requirements and prepare accurate tickets for further action.
• De-escalated negative correspondence to achieve positive outcome.
• Adapted to rapidly changing work environments and customer needs, ensuring high levels of service despite challenges.
• Contributed to team meetings by sharing insights and strategies for improving overall call centre performance.
• Processed customer transactions, accurately recording details and providing timely feedback to enhance service quality.
• Met demands of high-volume customer enquiries and exceeded performance targets.
• Collected and updated accurate customer information to generate meaningful insights.
• Navigated internal database to execute tasks quickly and efficiently.
• Established positive rapport with customers through various channels.
• Recorded details from customer communications on CRM.

Trained sales team on techniques like prospecting, objection handling, closing, and upselling.

Observed sales calls and meetings while providing clear, practical feedback.

Identified skill gaps and developed improvement plans for individual sales representatives.

Motivated team members by reinforcing strengths and addressing weaknesses.

Coached on product knowledge to enable representatives to articulate value and benefits clearly.

Encouraged accountability and consistent performance across the sales team.

Utilized data and metrics such as conversion rates and call quality to guide coaching efforts.

• Led motivational sessions to boost sales team morale and foster a positive, competitive sales culture.
• Coordinated with external experts to bring in specialised sales training, broadening the team's skills and perspectives.
• Developed and delivered engaging training sessions for new employees, focusing on company policies and procedures.
• Reviewed and updated sales training content regularly to keep pace with market trends and company developments.
• Fostered a culture of continuous improvement and professional development within the sales team, encouraging feedback and innovation.
• Completed frequent assessments of training materials, structure and success rates in order to enhance programme.
• Measured quality and effectiveness of training programmes using established methods.
• Monitored industry changes and adapted training to reflect trends and updates.
• Led motivational sessions that boosted employee morale and fostered a positive work environment.
• Kept training data and documentation secure for full compliance.
• Documented participant attendance, engagement and progress.

• Achieved sales targets by promoting Unlimited funeral and hospital plans directly to customers.
  Conducted face-to-face interactions and filed visits to identify potential customers.
  Explained product features and benefits while addressing customer inquiries and objections.
  Closed sales consistently, meeting or surpassing established goals.
  Tracked customer records meticulously and followed up to confirm satisfaction.