letty p

LP

Open to opportunities

letty p

@lettyp

Customer service professional with 5+ years improving call-centre quality, complaints, and customer satisfaction.

What I'm looking for

I’m looking for a role where I can deliver excellent customer experiences at high call volumes, strengthen quality assurance through coaching and reporting, and support service and sales growth—while working with a team that values continuous improvement.

I’m a customer service professional with 5+ years of experience in telecommunications and call centre operations. I handle high volumes of inbound and outbound calls while resolving customer issues accurately and efficiently.

At Econet Zimbabwe, I managed customer complaints end-to-end—providing correct information, identifying customer needs, and recommending suitable products/services. I maintained detailed CRM records and consistently met service level agreements (SLAs) and turnaround times.

In my developmental roles, I moved beyond frontline support into quality and sales. As a Quality Analyst, I monitored calls for quality assurance, coached and gave feedback to improve agent performance, and identified service trends to recommend improvements.

I also supported revenue growth as a Sales Consultant by selling telecommunications products and services, assisting with product selection, and handling cash transactions and reports. Alongside this, I served as a SHE Champion—promoting workplace safety through inspections, risk identification, and corrective action support.

Experience

Work history, roles, and key accomplishments

EZ

SHE Champion

Econet Zimbabwe

Sep 2022 - Feb 2024 (1 year 5 months)

Promoted workplace safety through regular inspections and proactive risk identification. Ensured corrective actions were implemented and supported compliance with safety and environmental policies.

Safety Inspections Proactive Risk Identification Safety Documentation Compliance Support Team Support

EZ

Customer Service Representative

Econet Zimbabwe

Aug 2013 - Feb 2024 (10 years 6 months)

Handled high volumes of inbound and outbound calls, resolving customer complaints and providing accurate information. Maintained detailed CRM records and met service level agreements (SLAs) and turnaround times while recommending suitable telecommunications products and services.

Call Centre Operations Outbound Calling Complaint Resolution CRM Systems Data Entry

EZ

Quality Analyst

Econet Zimbabwe

Sep 2020 - Sep 2021 (1 year)

Monitored and evaluated customer service calls to support quality assurance objectives. Delivered coaching and feedback to agents, identified service trends, and recommended improvements to enhance customer experience.

Quality Assurance Coaching Feedback Trend Analysis Process Improvement Reporting

EZ

Sales Consultant

Econet Zimbabwe

Jan 2019 - Jul 2019 (6 months)

Sold telecommunications products and services by identifying customer needs and recommending suitable options. Managed stock, handled cash transactions, assisted with product selection and issue resolution, and prepared reports.

Product Recommendations Cash Handling Stock Management Customer Service Reporting

Education

Degrees, certifications, and relevant coursework

MA

Merit Inspiration Academy

Office Administration, Office Administration

Grade: Distinction

Completed Office Administration training (Distinction) through Merit Inspiration Academy, associated with the Chartered Institute of Customer Management (CICM).

Tech stack

Software and tools used professionally

Gmail

Jan

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