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Joyce Magodora

@joycemagodora

I turn ops noise into accountable signal—faster replies, clear ownership, leader-ready dashboards. Lean systems, crisp SOPs. Remote GMT+2

Zimbabwe

Message

What I'm looking for

I’m looking for a remote, outcomes-focused team that values clear ownership, crisp SOPs, and data-driven decisions. Give me customer support/CX ops or project coordination work where I can streamline workflows, build dashboards leaders actually use, and communicate proactively. Prefer long-term engagement, clear goals, and measurable impact.

I build calm, predictable operations out of chaotic inboxes, tickets, and projects. Think faster responses, clearer ownership, and simple dashboards leaders can trust.

What I do:
• Customer Support: Email/Chat/Tickets (Zendesk, Freshdesk, Zoho Desk) with clean triage, SLAs, and CSAT follow-ups
• Admin Ops: Inbox + calendar, travel, vendor coordination, documentation/SOPs
• Project Coordination: Asana, ClickUp, Monday.com, Trello, Notion, Airtable—templates, automations, weekly reports
• Data & Reporting: Excel/Google Sheets (pivots, lookups) and KPI summaries for stakeholders

Tools:
Zendesk, Freshdesk, Zoho Desk, HubSpot, Salesforce, Google Workspace, MS Office, Slack, Zoom, Asana, ClickUp, Monday.com, Trello, Notion, Airtable, Apollo.io, Canva

How I work:
Lean systems, crisp SOPs, and weekly metrics you can skim in 60 seconds. Proactive communication, no surprises, dependable delivery.

Open to:
Customer Support Specialist • CX Operations • Administrative Assistant • Project Coordinator (Remote | GMT+2)

Let’s connect if you want fewer misses, faster resolutions, and operations that scale without drama.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant

Current

RemoteTrybe

Jul 2025 - Present (3 months)

End-to-end exec support: calendars, travel, inbox. Research, lead gen, and CRM hygiene in Salesforce/HubSpot to keep pipelines accurate. PM support in Asana/Trello/ClickUp; track deliverables and deadlines. Draft SOPs/workflows to standardize tasks. Social support and light content in Canva + Meta.

Project Management Calendar Management Call Center Operations Customer Support Travel Management Workflow Management Data Entry Email Support Chat Support Lead Generation Flowcharting

Helpdesk & Workforce Management Lead

OmniContact International

Sep 2023 - Jul 2024 (10 months)

Identified performance gaps and implemented data-driven improvements. Led cross-departmental collaborations to refine staffing models and scheduling processes. Monitored KPIs including AHT, SLA attainment, and occupancy to drive workforce performance.

Workforce Management Data Analysis KPIs Automation SLA Management Incident Management Root Cause Analysis Technical Support

Helpdesk & WFM Lead

OmniContact International

Sep 2023 - Jul 2024 (10 months)

Led helpdesk and workforce management operations, maintaining 98% SLA (target 85%), 85% CSAT, and 90% adherence while managing scheduling for an 800-agent remote proctoring campaign and stabilizing queues during spikes.

Workforce Management Forecasting Scheduling SLA Management Root Cause Analysis Incident Management Zendesk TalkDesk Performance Analytics

Helpdesk Supervisor

OmniContact International

Sep 2022 - Sep 2023 (1 year)

Supervised end-to-end helpdesk operations and provided tier-2 support for escalated queries. Implemented strategic projects to improve response time and customer satisfaction. Ensured compliance with SLAs, company policies, and risk frameworks.

Project Management Customer Satisfaction SLA Training User Acceptance Testing

Helpdesk Coordinator

Econet Wireless

Nov 2014 - Sep 2022 (7 years 10 months)

Resolved high-volume technical and customer service issues in line with company standards. Managed workflow distribution to customer service agents and resolved escalated complaints. Provided troubleshooting guidance and technical advice via phone support.

Technical Support Customer Service Workflow Management Troubleshooting Phone Support Customer Experience Salesforce TalkDesk

CSR & Shift Leader

Econet Wireless

Jan 2011 - Oct 2014 (3 years 9 months)

Provided front-line support across multiple channels and ensured first-contact resolution. Promoted and educated customers on products, services, and solutions. Logged and escalated customer feedback and complaints to relevant teams.

Customer Service Front Line Support Product Promotion Customer Feedback Upselling Communication Problem Solving

Customer Service Shift Leader

Econet Wireless

Jan 2011 - Oct 2014 (3 years 9 months)

Delivered multichannel frontline support with focus on first-contact resolution, logged and escalated customer feedback, and maintained quality while driving targeted upsell.

Multichannel Support First Contact Resolutions Quality Assurance Customer Education

Graduate Trainee

Minerals Marketing Corporation of Zimbabwe

May 2008 - Jun 2010 (2 years 1 month)

Drafted contracts, negotiated pricing, and monitored sales operations and forecasts. Liaised with production, shipping, and finance to facilitate end-to-end sales cycles. Addressed international trade claims and disputes through negotiation and resolution.

Contract Drafting Pricing Negotiation Sales Operations Public Relations Dispute Resolution

Education

Degrees, certifications, and relevant coursework

Shaw Academy

Diploma, Digital Marketing

2012 - 2012

Earned a Diploma in Digital Marketing, focusing on online marketing strategies and tools. Acquired practical skills in digital campaigns and analytics.

Chinhoyi University of Technology

Master of Science, Strategic Management

2010 - 2012

Grade: Merit

Completed a Master of Science in Strategic Management, focusing on advanced business strategies and leadership. Gained expertise in organizational development and strategic planning.

University of Zimbabwe

Certificate, Humanitarian and Development Practice

2010 - 2010

Completed a Certificate in Humanitarian and Development Practice, gaining insights into humanitarian aid and development initiatives. Studied principles of effective aid delivery and community development.