Elvis Nyaunga
@elvisnyaunga
Dedicated Customer Experience Agent with 5 years in telecommunications.
ZimbabweWhat I'm looking for
I am a dedicated and results-driven Customer Experience Agent with over five years of experience in the telecommunications industry. My expertise lies in providing exceptional customer support and resolving complex issues in fast-paced environments. I possess strong communication and problem-solving skills, which have enabled me to improve customer satisfaction and retention consistently.
Currently, I serve as a Customer Experience Officer at Telecel Zimbabwe, where I oversee customer service operations and ensure high-quality service delivery. I am adept at analyzing customer feedback to identify trends and areas for improvement, developing strategies to enhance the customer journey, and addressing escalated complaints. My commitment to fostering positive customer relationships and contributing to team success has been a cornerstone of my professional ethos.
Experience
Work history, roles, and key accomplishments
Customer Experience Officer
Telecel Zimbabwe Pvt LTD
Jan 2023 - Present (2 years 4 months)
Oversee customer service operations, respond to inquiries, monitor feedback, and implement strategies to enhance the customer journey. Address escalated complaints and collaborate with departments to improve satisfaction.
Product Support Agent
Zimworx
Jan 2023 - Feb 2023 (1 month)
Respond to customer inquiries regarding app functionality, troubleshoot technical issues, assist with account setup, and maintain records of support interactions.
Customer Service Agent
Telecel Zimbabwe Pvt Ltd
Sep 2018 - Jan 2022 (3 years 4 months)
Handled customer inquiries related to mobile plans and billing, resolved network issues, assisted with device activation, and managed customer complaints.
Education
Degrees, certifications, and relevant coursework
UZUniversity of Zimbabwe
BSc Honours Degree, Sociology
2013 - 2016
Completed a BSc Honours Degree in Sociology, focusing on social behavior, institutions, and the dynamics of society.
E-Learning College
Certificate, Customer Service
Completed a Certificate in Customer Services, enhancing skills in customer interaction and service delivery.
Marketers Association of Zimbabwe
Professional Certificate, Digital Marketing
Achieved a Professional Certificate in Digital Marketing, focusing on digital strategies and marketing techniques.
St Faiths Secondary School
O' Level and A' Level
Completed O’ Level and A’ Level education, laying the foundation for further academic pursuits.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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