Open to opportunities

Kudakwashe Starch

@kudakwashestarch

Message

Dynamic customer support specialist with over 6 years of experience.

South Africa

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated customer support professional with over 6 years of experience in delivering exceptional service across diverse industries. My proven ability to handle high-volume customer interactions with efficiency, empathy, and professionalism has allowed me to drive customer satisfaction and resolve issues quickly. I excel in conflict resolution, CRM systems, lead generation, customer onboarding, and client retention.

In my current role as a Customer Support Specialist at Cartrack Pty Ltd, I have successfully converted over 60% of incoming calls into scheduled appointments and conducted 20-45 outbound calls per hour using automated dialer systems. My commitment to maintaining accurate customer records and interaction histories in CRM systems has supported efficient follow-up and personalized services, ensuring a seamless customer experience.

Throughout my career, I have consistently demonstrated my ability to enhance operational workflows and improve customer satisfaction. I am passionate about providing top-notch support and am always looking for ways to contribute to a positive customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Cartrack Pty Ltd

Feb 2024 - Present (1 year 4 months)

Handled incoming calls, converting over 60% into scheduled appointments and conducting 20-45 outbound calls per hour using automated dialer systems. Generated and distributed daily appointment reports, while resolving customer inquiries promptly and maintaining accurate customer records in CRM systems.

CRM Systems Microsoft Office Suite Vicidial Lead Generation Customer Satisfaction Reporting Scheduling VICIdial

Customer Service Agent

CCI (MTN)

Jul 2020 - Present (4 years 11 months)

Managed over 50 customer queries daily via phone, email, and live chat, efficiently resolving issues and activating SIM cards. Provided accurate product information to over 100 customers weekly, logging interactions in CRM for 100% data accuracy and escalating complex technical issues to tier 2 support.

CRM Customer Service Troubleshooting Email Support Live Chat Data Entry Product

Customer Support Representative

Smart Working

Feb 2018 - Present (7 years 4 months)

Assisted over 60 clients weekly with policy inquiries and claims processing, guiding new customers through insurance plan options to increase enrollments by 25%. Resolved 95% of customer issues on first contact, maintaining high satisfaction scores and accurate records using CRM tools in a remote environment.

CRM Tools Policy Inquiries Customer Onboarding SLA Management Conflict Resolution

Customer Support

Delta Beverages

Nov 2017 - Present (7 years 7 months)

Collected and documented feedback from respondents to improve survey experience and data inquiry processes. Provided technical support for online survey platforms, promptly resolving login and access issues for clients.

Technical Support Data Collection Customer Support Troubleshooting Feedback

Education

Degrees, certifications, and relevant coursework

Lupane State University

Bachelor in Commerce Honors Degree, Purchasing and Supply Management

Studied Purchasing and Supply Management, gaining expertise in procurement, logistics, and supply chain operations. Developed skills in strategic sourcing, inventory management, and supplier relationship management.

Alison Online

Certificate, Customer Relationship Management

Completed a certificate program focusing on Customer Relationship Management (CRM). Gained knowledge in managing customer interactions, improving customer satisfaction, and utilizing CRM tools effectively.