Customer Service, Customer Experience,Sales and Office Administration
Resume:
Valeria Munoriarwa SUMMARY
CONTACT DETAILS
Valeria Munoriarwa
********@*****.***
April 11, 1990
Dynamic and customer-focused Customer Service & Communications Assistant with over 8 years of experience in customer relationship management, sales administration, and communication across diverse industries, including publishing, car rental, and manufacturing. Holds a Bachelor of Arts in International Relations & Sociology and professional certifications in Customer Service and Customer Experience Management. Skilled in using MS Office, Sage software, and CRM systems to drive customer satisfaction, streamline administrative processes, and contribute to company growth. Highly organized, detail-oriented, and a quick learner with excellent interpersonal and problem-solving abilities, consistently dedicated to achieving and exceeding business goals. WORK EXPERINCE
PERSONAL DETAILS
Date Of Birth: 11 April 1990
Customer Service & Communications
Assistant
Secondary Book Press
Mar 2024 - Present
Driver's Licence: Clean Class 4 &
Defensive
Gender: Female
EDUCATION
Bachelor of Arts in International
Relations &Sociology
2012
Monash University South Africa
Advanced Level
2008
Arts subjects
Ordinary Level
2006
7 Ordinary Level Subjects
CERTIFICATIONS
Certified Customer Service and
Call Centre Practitioner
2021
Chartered Institute of Customer
Management
Certified Customer Experience
Manager
2021
Chartered Institute of Customer
Management
Enhance customer retention through professional service, cross- selling, and upselling company products.
Manage order fulfillment, ensuring on-time dispatch and tracking for timely delivery.
Address customer inquiries, complaints, and feedback; conduct surveys and provide product updates.
Oversee delivery operations, supervise branches, and collaborate with teams to meet customer needs.
Customer Service & Administration Officer Nov 2019 - May 2023 ZIMNAT Shumba Car Hire
Assisted clients with vehicle rentals, exchanges, and returns, delivering a seamless experience.
Managed after-sales service, resolving customer issues via phone and physical visits.
Promoted brand engagement in the tourism sector by liaising with hotels, travel agents, and lodges.
Maintained social media presence, created reports, processed invoices, and managed accounts.
Handled credit control, debt collection, and supported front desk operations.
Sales & Marketing Assistant/Estimator Mar 2018 - Nov 2019 Avana Motors Panel beaters
Generated new business leads, maintained CRM, and supervised social media accounts.
Quoted repair estimates, managed vehicle scheduling, and handled client complaints.
Built customer relationships through regular updates and visits; ensured service quality.
Organized job cards, invoicing, and workshop scheduling in alignment with customer needs.
Sales Administrator Oct 2015 - May 2017
Lafarge Cement Zimbabwe, Harare
Managed orders, invoicing, and stock transfers, ensuring accuracy SKILLS &
COMPETENCIES
Customer Relationship
Management
Excellent Communication and
Interpersonal Skills
Sales and Negotiation Skills
Order Fulfillment and Logistics
Coordination
Market Analysis and Business
Development
Social Media Management
Problem Solving and Conflict
Resolution
Time Management and
Organization
Data Entry and Record-
Keeping
Financial Processing (Basic
Bookkeeping, Invoicing,
Receipting)
Proficiency in MS Office Suite
and Sage Software
Quick Learning and
Adaptability
INTERESTS
Community Service and
Volunteer Work
Personal Development and
Professional Networking
Traveling and Cultural
Exploration
Reading motivational material
and watching series and
movies
REFERENCES
Thandiwe Mtetwa
HR Coordinator ZIMNAT Shumba
Car Hire
Fungai Simelo
Territory Manager Lafarge
Cement Zimbabwe
Shingai Mokina
Star fm Radio Presenter
and ZIMRA compliance.
Engaged with customers, processed inquiries, and coordinated with logistics for delivery schedules.
Compiled feedback reports, handled complaints, and promoted brand image.
Supported sales through lead generation, database management, and customer follow-ups.
Sales Representative Jun 2015 - Oct 2015
Lafarge Cement Zimbabwe, Harare
Developed promotions, identified market opportunities, and engaged with customers to build relationships.
Assisted in order negotiation, sales lead follow-ups, and coordinated events for brand promotion.
Acting Warehouse Controller Jan 2015 - Aug 2015
Lafarge Cement Zimbabwe, Harare
Oversaw inventory management, staff supervision, and set warehouse sales targets.
Maintained storage organization, ensured safety standards, and facilitated inventory audits.
Sales Graduate Trainee Aug 2013 - May 2015
Lafarge Cement Zimbabwe, Harare
Assisted customers with product selection, generated quotes and invoices, and addressed inquiries.
Conducted market analysis, managed inventory, and implemented EcoCash as a payment method.
Human Resources Attachee/Intern May 2013 - Aug 2013 Lafarge Cement Zimbabwe, Harare
Supported HR operations, managed employee records, scheduled interviews, and maintained policy compliance.
Assisted with employee relations, meal provisions, and employment policy management.
Star FM Production Intern Sep 2012 - Jan 2013
Star FM Commercial Radio Station, Harare,Zimbabwe
Researched topics for on-air discussions, managed guest scheduling, and produced material for The Hub show.
Student Enrolment Assistant Feb 2010 - Jul 2010
Monash South Africa University, Johannesburg, South Africa Assisted new students with enrollment, addressed administrative issues, and managed student records
ACHIEVEMENTS
Enhanced Customer Retention: Successfully implemented customer feedback surveys and proactive communication strategies at Secondary Book Press, which resulted in a 20% improvement in customer retention and satisfaction rates within the first year
Optimized Operations: Streamlined order fulfillment and dispatch processes at ZIMNAT Shumba Car Rental, reducing order processing time by 30% and increasing on-time delivery rates, positively impacting customer loyalty.
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