Quality Assurance Customer Service
Resume:
CONTACT
CORE
COMPETENCIES
************@*****.***
Kambuzuma
Harare
Customer relationship &
retention management
Digital & social media marketing
Quality Assurance & Internal
auditing (ISO compliance)
Brand Consistency & Campaign
Execution
Conflict Resolution & Complaint
Handling
Root Cause Analysis & Problem
Solving
Process & Performance Auditing
Training & Onboarding Support
Verbal & Written
Communication
ISO 9001:2015 Standards
Tender preparation
CURRICULUM VITAE
FOR
KUDZAI REJOICE MBANJE
WORK EXPERIENCE
PROFILE
Results-driven Customer Service, Marketing, and Quality Assurance professional with nearly 7 years of progressive experience across the hospitality, entertainment, and service industries. Proven ability to deliver outstanding customer experiences, execute targeted marketing strategies with brand consistency, and implement quality standards through internal auditing and strategic planning. Recognized for driving performance improvements, ensuring compliance, and contributing to operational excellence in fast-paced, customer-focused environments. Hygienic Services 2019 - PRESENT
Customer Service, Marketing & Quality Assurance Officer Delivered high-quality customer support across phone, email, and digital platforms, consistently achieving 80%+ satisfaction ratings Developed and maintained SOPs for customer service procedures, improving onboarding efficiency for new team members. Assisted in the development and review of SOPs to align with ISO and internal quality standards.
Resolved recurring service gaps through root cause analysis and tracking of corrective actions, improving turnaround time and response quality that improved customer satisfaction by 20% Conducted internal audits and led QMS training, ensuring ISO 9001:2015 compliance and reducing client service complaints by 20%
Enhanced digital presence by managing branded content and marketing campaigns across email and social platforms, growing engagement by 50%
Strengthened service delivery standards through detailed site inspections, followed by structured feedback reports shared with department heads.
Elevated brand visibility through the planning and execution of corporate events and exhibitions, improving stakeholder engagement and public outreach.
Coordinated with graphic designers and agencies for campaign rollouts and events.
Supported the internal rollout of customer satisfaction surveys, created summary reports for senior management and proposed service improvements adopted by the operations team. Prepared and submitted compliant, well-structured tender documents, contributing to successful bid outcomes and ensuring alignment with client and regulatory requirements. PERSONAL
INFORMATION
Date of birth: 5 July 1993
Sex: Female
Driver’s license: Class 4
REFERENCE
LANGUAGES
Internal Auditing (2024)
Institution: Standard Association of
Zimbabwe
English
Shona
Resolved customer queries efficiently in line with Service Level Agreements (SLAs), consistently maintaining high customer satisfaction and call handling standards.
Successfully addressed and closed customer complaints, contributing to a measurable reduction in repeat complaints and enhancing brand trust.
Created new customer accounts and proactively identified sales opportunities, resulting in a steady flow of qualified leads and repeat business.
Delivered tailored support by assisting customers with product selection, usage guidance, and troubleshooting, leading to increased first-contact resolution rates.
Maintained detailed records of customer interactions using the company’s CRM system, ensuring accuracy and seamless service continuity.
Met or exceeded key call centre metrics, including average handling time, call resolution rate, and customer satisfaction scores. Multichoice Zimbabwe 2017- 2018
Customer Service Representative
Certificate (CPD certified): ISO 9001:2015
Quality Management System QMS (2024)
Institution: Alison
Certificate (CPD certified): ISO 9001:2015 Non conformance and corrective actions explained (2024)
Institution: Alison
Master of Commerce in Strategic Management
& Corporate Governance (2021-2022)
Grade: Credit
Institution: Midlands State University
Bachelor of Science Honours Degree in Tourism
and Hospitality Management (2012-2016)
Grade: First Class
Institution: University of Zimbabwe
Executive Certificate in Strategic Public
Relations and Business Promotion (2016-2017)
Grade: Distinction
Institution: University of Zimbabwe
Professional Certificate in Digital Marketing
(5/2021-11/2021)
Institution: Marketers Association of Zimbabwe
EDUCATION
ACHIEVEMENTS & AWARDS
Awarded faculty book prize: Executive
Certificate
in Strategic Public Relations and Business
Promotion, 2017
Tendai Chiunya
Multichoice Zimbabwe
Human Resources
******.*******@**.***********.***
Jacquelline Mtolilo
Multichoice Zimbabwe
Call Centre
***********.*******@**.***********.***
Contact this candidate