Customer Service Care

WARREN T PHIRI

Flat ****, *** building, Alnadah,

sharjah, SH

T: 971*********

********@*****.***

Professional Summary

Upbeat Customer Service professional bringing 3 year background in call center settings. Well-spoken and friendly with excellent practical problem-solving skills. Accustomed to working in team-oriented, fast-paced environments. Expertise in using diplomatic communication to defuse escalated situations. .

Work Experience

Verge Capital (Zimbabwe)

Senior Analyst 2018 -2020

Responsible for managing risk and execution of daily FX positions

Provided staff with daily research and analysis of overnight market activity and news events

Responsible for pricing of spot, forward and option contracts

Market analysis contributions to Bloomberg News and the International Herald Tribune

Assisted IT with creation and integration of backend and front end trading applications

Managed trade book and assisted back office with client accounts and records

Searched for potential FX investors by using different means of advertisement and marketing.

Educated investors on FOREX market intricacies and informed about risk and reward potential.

Analyzed market conditions by using Technical and Fundamental analysis.

Regularly Executed Buy/Sell trading orders.

Interacted with investors on the regular basis and informed them about current trading and account situation.

CareCall Retail & Distribution Services

Customer Service Representative

April 2016 – November 2018

Entered orders for customers in a computer system for products or services and recorded customer information in the database.

Processed refunds for customers or billing adjustments based on information from a computerized billing system and customer feedback.

OmniContact

Customer Service Representative

October 2015 – May 2016

Contributed to company achieving and holding industry-leading customer service ratings.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Maintained accurate and current customer account data with manual forms processing and digital information updates.

Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.

Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Promoted available products and services to customers during service, account management and order calls.

Education and Training

Financial trading 2017

Microsoft Office Specialist Certificate

2015

Microsoft Virtual Academy

National certificate in information and technology

2016

Gweru Polytechnic college

Gweru

Culture of Services: New Perspective on Customer Relations

2019

by edX

Call Center Customer Service

2020

by Universal Class

A+ Customer Care

2020

by WorkLifeBalance

Skills

Customer support

Documentation and reporting

Client Communication

Quality Assurance Controls

Problem-solving skills

Data Entry

Gathering information

Professional Telephone Voice

Complaint resolution

Typing 30 wpm

Customer service optimization

Performance improvement

Customer Relationship Management

Sales expertise

Brand representation

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