Open to opportunities

FUNGAI MUSHONGA

@fungaimushonga

Message

Experienced Customer Experience Specialist with a passion for support.

South Africa

Message

What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth and mentorship.

As a Customer Experience Specialist with over four years of experience, I have honed my skills in delivering fast and empathetic support across various channels, including voice, chat, and email. My proficiency in CRMs like Zendesk and Salesforce has enabled me to resolve 95% of inbound tickets within 24 hours, ensuring customer satisfaction and loyalty. I have successfully managed over 1,000 monthly customer transactions and coordinated more than 100 transport bookings with 99% accuracy, demonstrating my commitment to excellence in customer service.

In my current role at Takealot.com, I handle over 100 daily customer inquiries, providing timely and professional responses while logging and categorizing escalated delivery cases. My ability to analyze support ticket trends and delivery metrics bi-weekly has led to significant workflow improvements. Additionally, my experience as a Teaching Assistant at the University of Zimbabwe has equipped me with strong communication and mentorship skills, allowing me to effectively guide students and adapt course content to remain relevant in the ever-evolving field of strategic management.

Experience

Work history, roles, and key accomplishments

Customer Service Liaison

Takealot.com

Jan 2020 - Present (5 years 6 months)

Handled over 100 daily customer and branch inquiries via Gmail, chat, and phone, ensuring timely and professional responses. Logged, categorized, and resolved all escalated delivery cases daily, updating case statuses through shared Google Sheets.

Customer Service CRM Google Sheets Gmail Problem Solving Logistics Coordination Zendesk Salesforce

Customer Service Logistics Coordinator

Intercape

Jan 2016 - Present (9 years 6 months)

Handled 50–70 inbound customer inquiries weekly via Zendesk, closing 95% within 24 hours. Coordinated over 100 transport bookings per month and issued confirmations within 2 hours.

Customer Service Logistics Coordination Zendesk CRM Data Entry Problem Solving Communication

Education

Degrees, certifications, and relevant coursework

University of Zimbabwe

BSc Honors Degree, Business Studies

Conducted lectures, seminars, and tutorials on topics related to strategic management and economics. Prepared and delivered engaging and informative lectures. Provided guidance and support to students through office hours, email, and Microsoft teams.