Customer Service Client Experience
Resume:
PERSONAL DETAILS
Address: Block *, Unit * Prospect Flats, Waterfalls, Harare
Phone: 078*-***-*** / 073*-***-***
Email: ************@*****.***
Date of Birth 22 November 1990
Sex Female
Marital status Married
Religion Christianity
Nationality Zimbabwean
Languages English, Shona & Ndebele
ID Number 22-2011662Y34
PERSONAL ATRIBUTES
I am a passionate Marketing professional with extensive Client service experience in various sectors including five different call centers . I am eager and quick to learn new skills and capable of working under pressure. I will strive to bring results towards execution of targets essential in generating sustainable profits and business growth
ACADEMIC ACHIEVEMENTS
2010-2014 BSC- Hons in Business Management & Entrepreneurial Development Studies (Specializing in Marketing) Women’s University in Africa
2007-2008
‘A’ level (7 Points)
Phoenix College Harare
2003-2006
‘O’ Level (6 Passed Subjects)
Girls High School Harare
SUMMARY OF TRAINING PROGRAMMES UNDERTAKEN
Period 2025): (Effective Supervision certification) Mandel
Period 2025): (Client Experience Management) MAZ
(Period 2015): (Call center certification)–Zimbabwe Institute of management Courses
Call center Management
Customer relationship Management
Total quality management
Period 2009: ICDL (Computer Studies)
WORKING EXPERIENCE
Zimnat
Position Client Experience and Engagement officer
Period 27 September to date
Duties
Monitoring the Customer Experience team to ensure the timeous follow up of all outstanding queries feedback is provided to the requester as well as the client
Ensuring the attainment of set Revenue and Sales Targets on all business units across the group.
Attending to raised customer pain points and coming up with innovative ideas to improve customer satisfaction.
Help develop and implement call centre policies, procedures, and workflows to optimize efficiency and productivity. Monitor call centre metrics and performance indicators, such as average handling time, first-call resolution, and customer satisfaction, and take corrective actions when necessary.
Ensuring that there is overall Client Experience facing agents provide excellent customer service by maintaining high standards for call handling, resolving customer complaints or escalations, and implementing customer service improvement initiatives.
Performance Analysis and Reporting: Analyse call centre data and generate reports on key performance indicators (KPIs) and operational metrics. Identify trends, patterns, and areas for improvement, and develop strategies to optimize call centre performance.
Training and Development: Develop and deliver client experience training programs across the group to enhance the skills and knowledge of staff. Provide ongoing coaching and mentoring to improve individual and team performance.
Analysing client feedback, data, and metrics to identify client needs, preferences, pain points, and opportunities for improvement.
Designing and optimizing client journeys and touch points across various channels and platforms, such as online, mobile, phone, email, chat, social media.
Implementing good physical ambience and client experience within the branches.
Tracking client experience on all our social media platforms
Stanbic bank
Position Assistant Manager Client coverage
Period March 2022 – 30 August 2023
Duties
Ensuring all queries for high value clients are resolved in the shortest turnaround time
Ensuring Customer service quality and efficiency
Providing a 2nd face office-bound point, for the portfolio of Business relationships/clients.
Perform a liaison role between the Customer, and all other internal support divisions of the Bank.
Educate clients regarding the parameters and routine procedures governing complex but standard commercial product, solution and service offerings
Credit origination, credit fulfilment and portfolio management (Lending support and risk management)
Providing customer retention strategies.
Creating quality of credit documentation: Reworks, outstanding reviews, accuracy
Effectively onboard business prospects and grow existing business customer’s lending, depository, and treasury management relationships
Actively cross selling other bank products, such as underwriting loan requests within the parameters of the Bank’s policies and procedures.
Stanbic bank
Position Business banker EDD
Period January -March 2022
Applevine
Position Sales and Client Experience Manager
Period April 2021- December
Duties
Researching client base to find new types of customers and sells to them Zesa prepaid tokens accordingly
Creating business plans for gaining customers and then retaining them
Analyzing and creating a plan for engaging the target market
Analyzing the competition to create a plan for engagement
Planning and overseeing new market initiatives.
Developing a viable business model for selling Zesa prepaid tokens and Cbz services
Hammer and tongues
Position Regional executive client experience and call Centre
Period Sept 2019 –April 2021
Duties
Developing and implementing sales, marketing & call Centre strategies and budgets
Crafting Call Centre operational targets (sales, speed, quality), systems and procedures
Developing and implementing marketing campaigns, promotions and sales efforts
Events Management: Organization of events and presentation at events Customer Drive: Promoting customer registrations
Ensuring all staff correct knowledge and attitudes to offer excellent customer service in branches
Customer Relationship Management
Evaluating customer research, feedback, market conditions and competitor data
Reviewing current and new technologies and systems and keep the company at the forefront of developments in sales, marketing and Call Centre management
TelOne Zimbabwe
Position High value Clients officer
Period Oct 2017 – Sept 2019
Duties
Managing accounts for High Value clients and ensuring that they receive the best client experience
Overseeing portfolios of assigned customers.ie ministers and the President ‘s internet account for both home and office
Developing new business from existing clients and actively seeking new sales opportunities
Handling all complaints of High Value clients.
Communicating with High Value clients on a regular basis in order to know their needs.
Managing and maintaining HVC accounts.
Forecasting and tracking of HVC key account metrics.
Monitoring and analyzing customer usage of our products and services.
Managing accounts for high profile clients.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorizing replacements or refunds.
Taking on other tasks or projects to support employees and other managers.
TelOne Zimbabwe
Position Call Centre Team Leader
Period Jan 2015 – Oct 2017
Duties
Contributor to department Key Performance Indicators (KPIs) by providing quality customer service on every call.
Identifying, communicate and implement process improvement initiatives
Resolving product and services queries by clarifying the customer's complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Up-selling and cross-selling of new and existing value-added services and products telephonically so as to attract potential customers and ultimately increase the company’s revenue.
Suggesting short-term and long-term solutions when a product malfunction.
Following up with customers within a 24-hour period in regard to the initial phone call.
Recognizing and managing irate customers.
Maintaining customer records by updating account information.
Assisting with placement of orders, refunds, or exchanges.
Resolving both prepaid and post-paid customer queries in the shortest turnaround time
Training of new call center Agents on customer service and customer relationship management
Telecel Zimbabwe
Position Call Centre Agent
Period Feb 2014 – Jan 2015
Telecel Zimbabwe
Position Brand Ambassador
Period Feb 2014 – Jan 2015
KEY SKILLS
Good teamwork skills.
Communication skills and networking ability.
Adaptability.
Strong attention to detail.
Good organization and planning skills
REFERENCES
Mr MagoMr Salva Shuva
High Value Clients Manager Telone Call Center Manger
Telone Telecel Zimbabwe (PVT) Ltd
Runhare house 148 Seke Road
107 kwame Nkrumah Avenue Graniteside
Harare Harare
Email: *******.****@*******.**.** Email: ******@*******.**.**
Janet Bvitira
Manager Client coverage
Stanbic Bank
Belgravia
.
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