Kudakwashe Maundura

Managed 60–80 customer support tickets daily in Zendesk in a fast-paced hospitality environment, achieving 90–97% SLA compliance for first response and resolution. Served as liaison between customers and suppliers for bookings and service issues, handled inbound/outbound calls via Aircall with CRM logging, and supported live chat/email via Intercom while escalating recurring issues to improve resp

Provided remote executive support for 3–5 international executives, managing conflict-free calendars and inboxes across US/UK/EU time zones. Processed invoices and coordinated Ramp reimbursements, organized end-to-end travel logistics, and handled inbound/outbound calls to support business operations.

Served as the primary point of contact for 40+ daily customer enquiries via phone and email, resolving complaints and account issues to improve client retention. Maintained sales records and CRM data, coordinated senior meetings and travel, and supported subscription management and billing queries to reduce churn.

Provided responsive customer service across phone, email, and chat, addressing enquiries about services, promotions, and account management. Managed billing transactions, client onboarding, and pricing queries, and kept CRM records current to ensure consistent customer touchpoints.

Coordinated scheduling, appointments, and travel arrangements for senior managers, maintaining accurate and conflict-free diaries. Onboarded and mentored two administrative assistants, performed end-to-end CRM administration (data input, exports, database clean-up), and processed/reconciled travel and expense reports while maintaining audit-ready filing systems.

Earned a TEFL English Teaching Certificate with i-to-i from 2020 to 2021.

Completed a Diploma in Computer and Information Systems at Harare Institute of Technology from 2017 to 2021.

Completed a National Diploma in Business Administration via Udemy from 2018 to 2020.