Open to opportunities

Mmesoma Victory

@mmesomavictory

Message

Customer Support Team Lead who resolves complex issues fast, improves CSAT, and scales CRM-driven workflows.

Zimbabwe

Message

What I'm looking for

I’m looking for a remote-ready role where I can lead support, improve CSAT and SLA performance, and use CRM/QA/KPIs to resolve complex customer issues. I want to collaborate cross-functionally and build scalable knowledge and processes.

I’m a Customer Support Team Lead with 3 years of customer service experience, delivering exceptional support across remote, fast-paced environments. I manage customer interactions through calls, email, live chat, and CRM tools, with hands-on experience in fintech and e-commerce platforms.

I’m known for resolving product, billing, and technical issues while maintaining high customer satisfaction. I log and track tickets end-to-end, escalate complex matters appropriately, and use quality assurance, KPIs, and SOPs to keep service consistent and measurable.

I also lead people and process: I supervised customer service agents, monitored live chat and call volumes to maintain SLA compliance, and built knowledge bases that reduced ticket backlog and average resolution time. I thrive on solution-focused communication, de-escalation, and collaborating with Technical, Marketing, Operations, billing, logistics, and product teams to improve the customer experience.

Experience

Work history, roles, and key accomplishments

Customer Support Team Lead

Ariele Publishing

Jan 2024 - Dec 2025 (1 year 11 months)

Supervised customer service agents through performance reviews and coaching, while monitoring live chat queues and call volumes to maintain SLA compliance during peak periods. Created a team-wide knowledge base, handled escalated complaints, and achieved first-contact resolution above 85%, reporting weekly CSAT/AHT/backlog metrics to management.

Team Leadership Performance Reviews Queue Management SLA Knowledge Base Management Escalation Handling CSAT AHT Reporting

Sales Development Representative

Lofakia Limited

Sep 2022 - Nov 2025 (3 years 2 months)

Handled inbound and outbound customer support via calls, email, live chat, and CRM in a fully remote environment, resolving product, billing, and technical issues efficiently. Used CRM to log, track, and follow up on tickets, assisted onboarding, and escalated complex fintech issues with transparency.

Customer Support Inbound Outbound Calls Live Chat CRM Fintech Support Customer Escalation Onboarding

Customer Success Manager

Siteti

Feb 2023 - Jan 2024 (11 months)

Managed end-to-end order fulfillment for an e-commerce platform, ensuring orders were delivered on time and to specifications. Coordinated nationwide vendor sourcing based on customer requests and budgets, ran QA checks, and maintained customer/lead/order data in Zoho Suites CRM.

order fulfillment & Customer Success Zoho Vendor coordination & QA E Commerce Operations Budget Management Cross functional Coordination

E-Commerce Support Specialist

Yefepere

Mar 2022 - Dec 2023 (1 year 9 months)

Provided frontline e-commerce support across live chat, email, and phone, managing 80+ daily interactions and resolving issues within SLA windows. Processed refunds and returns end-to-end, reduced ticket backlog by 40%, and helped drive a 25% reduction in average resolution time while detecting fraudulent orders and supporting fraud/compliance escalations.

E commerce Support Live Chat Support Returns Fraud Compliance Triage Knowledge Base Management