Open to opportunities

Joyce Magodora

@joycemagodora

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Experienced Helpdesk Manager with a focus on customer satisfaction.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer satisfaction and continuous improvement, where I can lead teams and optimize operations.

I am a customer experience and telecommunications specialist with over 15 years of progressive leadership in helpdesk operations, workforce planning, and customer support optimization. My expertise lies in service delivery, incident management, and process improvement, which I have honed through years of experience in high-volume environments.

In my recent role as Helpdesk & Workforce Management Lead at OmniContact BPO, I identified performance gaps and implemented data-driven improvements that enhanced operational efficiency. I led cross-departmental collaborations to refine staffing models and scheduling processes, monitored key performance indicators, and generated analytics reports to drive workforce performance. My commitment to continuous improvement has consistently resulted in enhanced client satisfaction and streamlined issue resolution.

Throughout my career, I have supervised end-to-end helpdesk operations, provided tier-2 support, and implemented strategic projects to improve response times. I believe in advocating for customer service representatives' development and fostering a culture of knowledge-sharing to elevate service quality. I am passionate about leveraging my skills to contribute to a dynamic team focused on delivering exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Helpdesk & Workforce Management Lead

OmniContact BPO

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 Supervisor

OmniContact BPO

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

Customer Service Representative & 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

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

Chinhoyi University of Technology

Master of Science, Strategic Management

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

Chinhoyi University of Technology

Bachelor of Technology, International Marketing

Obtained a Bachelor of Technology in International Marketing, covering global market dynamics and marketing strategies. Developed skills in market analysis and international business practices.

Shaw Academy

Diploma, Digital Marketing

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

University of Zimbabwe

Certificate, Humanitarian and Development Practice

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.