Open to opportunities

Chinomso Harida

@chinomsoharida

Message

I’m a customer retention and telemarketing specialist driving churn reduction.

Zimbabwe

Message

What I'm looking for

I’m seeking a remote/hybrid role where I can run retention and outbound campaigns, handle high-volume customer support through CRM, and use objection handling and troubleshooting to exceed renewal, satisfaction, and conversion targets.

I’m a Customer Service, Customer Retention & Telemarketing Specialist with 5+ years of experience across outbound and inbound call handling, lead generation, appointment setting, and customer support in insurance, e-commerce, and consumer products. I retain 78-85% of at-risk customers by using consultative retention conversations and strong objection handling, while keeping accurate CRM documentation and follow-ups.

I consistently exceed retention, renewal, and satisfaction targets in high-volume, fast-paced environments—handling 150+ customer interactions per day—and I’ve reduced average support ticket resolution time by approximately 7% while maintaining service quality. I bring persuasive communication, upselling/cross-selling, and technical troubleshooting skills, supported by tools like Zendesk, Intercom, HubSpot, Convoso Dialer, and eDesk/udesk, to improve conversions and long-term account value.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Project GROWNSY / MANSPOT

Sep 2025 - Jul 2026 (10 months)

Provided customer support via email, live chat, and ticketing systems, resolving product issues including troubleshooting, warranty claims, replacements, refunds, and order inquiries. Reviewed order history and warranty eligibility (including photos/videos), escalated complex technical issues, and maintained CRM and ticket notes.

Customer Support Email Support Live Chat Ticketing Systems Troubleshooting Warranty Claims Refunds Replacing Order Inquiries Customer Education

Sales Retention Specialist

Kay's Solutions

Jan 2024 - Jun 2026 (2 years 5 months)

Managed outbound customer retention campaigns by handling cancellation requests and reducing churn through consultative conversations. Maintained detailed CRM records and met or exceeded monthly retention, renewal, and customer satisfaction targets while handling 150+ interactions per day.

Customer Retention Consultation Objection Handling Upselling Cross Selling CRM Management Customer Satisfaction Cross Functional Collaboration

Lead Qualifier

Specialty Life Insurance

Mar 2024 - Aug 2025 (1 year 5 months)

Executed high-volume outbound calls to engage and qualify prospective life insurance customers and transferred qualified leads to licensed insurance advisors. Maintained CRM call dispositions and created Google Sheets performance reports to help optimize call strategies.

Outbound Calling Lead Generation Lead Qualification Convoso Dialer Call Dispositions CRM Management performance reporting

Customer Service Appointment Setter

Appofly Karamouchi Agency

Jun 2025 - Jul 2025 (1 month)

Qualified leads through calls, emails, and CRM systems and scheduled/confirmed appointments between prospects and sales teams. Reduced no-shows through proactive follow-up communication and produced appointment-setting performance reports.

Lead Qualification Warm Calling Appointment Setting Confirming Appointments CRM Systems Follow up No Show Reduction performance reporting

Customer Service Representative

PrimeEase Appliances

Jan 2024 - May 2025 (1 year 4 months)

Handled inbound and outbound product support calls, resolving warranty claims and customer complaints to improve satisfaction and retention outcomes. Conducted follow-up calls and coordinated with technicians and logistics teams to resolve service issues efficiently.

Inbound Outbound Calls Product Support Warranty Claims Complaint Resolution Follow up Customer Satisfaction Logistics Coordination Customer Retention

Auto Insurance Sales & Cold Caller

Secure Drive Auto Insurance

Feb 2022 - Dec 2023 (1 year 10 months)

Conducted high-volume outbound cold calls to vehicle owners to present tailored auto insurance options and schedule consultations with insurance agents. Qualified leads, handled objections, and coordinated with underwriters and claims representatives to support smooth onboarding and retention.

Cold Calling Outbound Calling Lead Qualification Auto Insurance Sales Objection Handling Claims Coordination Onboarding

Help Desk Support & Appointment Setter

Independent Television & Radio

Jan 2023 - Nov 2023 (10 months)

Delivered first-line technical support via phone, email, and live chat, assisting customers with installations, software updates, and troubleshooting. Documented solutions in a knowledge base and escalated complex technical issues to higher-level teams.

Help Desk Support Phone Support Email Support Live Chat Installation Troubleshooting Knowledge Base Technical Escalation