Open to opportunities

Grace Chinamora

@gracechinamora

Message

Dynamic client services manager with a proven track record in sales.

Zimbabwe

Message

What I'm looking for

I am looking for a role that fosters growth, values teamwork, and emphasizes client satisfaction.

I am a dynamic and client-focused professional with over 5 years of experience in client services, sales, administration, and remote operations. My career has been marked by a proven ability to build and maintain strong client relationships, manage high-performing teams, and streamline service delivery processes. I thrive in fast-paced environments, including BPO and real estate sectors, consistently exceeding client expectations and achieving performance goals.

Currently, I serve as a Client Services Manager at TeamsVille Global BPO, where I manage a portfolio of key clients, ensuring service delivery, satisfaction, and retention. I lead a team of 150 service representatives, providing coaching and performance feedback while collaborating with internal departments to ensure seamless client onboarding and support. My efforts have resulted in an 80% improvement in response time and significantly boosted satisfaction ratings.

Experience

Work history, roles, and key accomplishments

Current

Client Services Manager

Current

TeamsVille Global BPO

Apr 2020 - Present (5 years 6 months)

Manage a portfolio of key clients, ensuring service delivery, satisfaction, and retention. Lead a team of 150 service representatives, providing coaching and training. Implement SOPs and workflows to improve response time by 80%. Utilize Salesforce, HubSpot, and other tools for client communications.

Client Relationship Management Team Leadership Process Optimization Salesforce HubSpot Conflict Resolution Service Delivery

Sales & Admin Manager

Global Imaging USA

May 2019 - Feb 2020 (9 months)

Oversaw operations including sales reporting and customer engagement. Trained a team of 20 in sales support. Contributed to a 100% increase in customer retention through personalized follow-up strategies.

Sales Reporting Customer Engagement CRM Management Documentation Performance Metrics

Customer Service Representative / Team Leader

Global BPO Solutions

Sep 2017 - Apr 2019 (1 year 7 months)

Delivered high-quality service to international clients in a contact center. Promoted to team leader for exceeding performance metrics and coached agents to surpass KPIs.

Customer Service Team Leadership Performance Metrics Coaching Conflict Resolution KPIs

Real Estate Virtual Assistant

Freelance

Provided administrative support to real estate brokers, managing appointments and property viewings. Ensured timely communication with clients and vendors.

Administrative Support Client Communication Coordination

Education

Degrees, certifications, and relevant coursework

Midlands State University

Bachelor's Degree, Local Governance

2013 - 2017

Completed a Bachelor's Degree in Local Governance studies, focusing on the principles and practices of governance at local levels, including community development, public administration, and policy analysis.