CUCarl User
@carluser
Agile project manager driving customer support excellence and KPI-driven team performance.
ZimbabweWhat I'm looking for
I am an agile project management professional focused on delivering exceptional customer support and preventing client churn through data-driven team leadership.
At ModSquad I led and supported a team of 15 customer support representatives, owned KPIs and quality standards, and ran weekly 1:1 coaching to improve communication and issue resolution.
I have experience across customer-facing channels (email, chat, voice) and cross-functional partnership to address escalations, improve workflows, and enhance customer experience. I previously consulted on marketing and strategy for B2B and B2C clients and managed quality teams implementing company-wide solutions.
I hold a Bachelor of Science in Management and an MBA with strong academic performance, and I am certified in Agile Project Management. I bring a blend of operational rigor, customer empathy, and continuous-improvement mindset to drive measurable results.
Experience
Work history, roles, and key accomplishments
MOLed and supported a team of 15 customer support representatives, owned KPIs and quality standards to maintain high service levels and prevent client churn, and partnered cross-functionally to resolve escalations and improve workflows.
MOProvided frontline leadership while handling emails, chats, and calls for B2B clients, resolved escalations using sound judgment, and maintained documentation to ensure seamless handoffs and consistent client experiences.
Marketing and Strategy Consultant
Freelance
Sep 2019 - Mar 2021 (1 year 6 months)
Developed digital marketing and content strategies for B2B and B2C clients, delivering campaigns and materials for small businesses including Tampa Pizza Company and 3 Daughters Brewing.
Business Strategy Associate
Triad Retail Media
Jan 2019 - Jan 2020 (1 year)
Created strategic business solutions and managed a team of quality specialists to implement company-wide initiatives and improve operational outcomes.
Education
Degrees, certifications, and relevant coursework
UTUniversity of Tampa
Master of Business Administration, Marketing
Grade: 3.75/4.0
Completed a Master of Business Administration in Marketing with a 3.75/4.0 GPA, conferred December 2018.
UTUniversity of Tampa
Bachelor of Science, Management
Grade: 3.97/4.0
Completed a Bachelor of Science in Management with a 3.97/4.0 GPA, conferred December 2015.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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