D Kavai
@dkavai
I improve healthcare customer journeys, operations, quality, and compliance.
ZimbabweWhat I'm looking for
I'm improving customer journeys and service delivery at HealthPoint Diagnostics, where I manage complex client complaints and escalations through service recovery strategies.
I coordinate clinical, administrative, and operational teams to streamline processes, strengthen quality assurance, and maintain compliance standards. I've also driven workflow improvements and customised operational processes in Axis and Odoo.
Previously, I managed customer service operations at Upper East Medical Centre, leading and training frontline teams to meet KPIs. I monitored feedback and service quality while resolving escalated complaints and collaborating across teams.
My earlier legal internship built my grounding in research, documentation, due diligence, compliance, risk checks, and client communication. I'm recognised as part of a CCAZ Service Excellence Award-winning customer satisfaction team and have delivered leadership and customer service training programmes.
Experience
Work history, roles, and key accomplishments
Customer Experience Manager
HealthPoint Diagnostics
Jun 2021 - Present (5 years 4 months)
Managed and resolved complex client complaints and escalations through service recovery strategies. Coordinated with clinical, administrative, and operational teams to streamline processes and improve client journeys.
Customer Service Manager
Upper East Medical Centre
Dec 2019 - Jan 2023 (3 years 1 month)
Managed daily customer service team operations and led frontline teams to meet KPIs. Handled escalated complaints and implemented effective service recovery strategies.
Legal Intern
Mambosasa Legal Practitioners
Jul 2018 - Nov 2018 (4 months)
Conducted legal research and prepared legal documentation. Managed client communication, case files, and schedules while supporting due diligence and compliance checks.
Education
Degrees, certifications, and relevant coursework
Chartered Institution of Customer Management
Diploma, Customer Experience Management
Diploma in Customer Experience Management from the Chartered Institution of Customer Management in Pretoria, South Africa, completed in 2023.
Bindura University
Certification, Project Management & Evaluation Science
Certification in Project Management & Evaluation Science from Bindura University, completed in 2023.
Google Digital Skills Africa
Certification, Digital Marketing
Certification in Fundamentals of Digital Marketing from Google Digital Skills Africa, completed in 2020.
Zhejiang Gongshang University
Bachelor of Laws, International Law
Bachelor of Laws in International Law from Zhejiang Gongshang University in Hangzhou, China, completed in 2019.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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