Emmanuel Makona

I am a customer-focused and tech-savvy professional with over three years of experience in remote customer service, technical support, and subscription management. My journey has equipped me with the ability to handle high-volume customer interactions while troubleshooting complex technical issues efficiently. I pride myself on maintaining a satisfaction rating of over 97% by providing personalized resolutions and ensuring customer retention.

At Poa! Internet, I managed over 80 daily customer interactions and contributed to a 15% revenue increase through upselling opportunities. My role involved analyzing support metrics to identify recurring issues and collaborating with internal teams to develop long-term solutions. I also trained new support agents, sharing best practices in customer engagement and technical troubleshooting, which fostered a culture of continuous improvement.

Previously, as a Customer Care Representative at Morowi Company Ltd, I achieved a 90% first-contact resolution rate and implemented strategies that reduced customer churn by 20%. My experience in developing customer FAQs and improving self-service options has been instrumental in enhancing the overall customer experience. I am passionate about leveraging my skills in CRM platforms and technical support to drive customer satisfaction and business success.