Nyasha Shongedza

I'm currently supporting 360 Booth VIP as a Customer Experience Lead, managing high call-volume overflow, account onboarding, customer lifecycle activity, and escalated complaints.

I've reduced call handling time through automated process mapping while monitoring enquiry trends, maintaining accurate service records, and supporting training to meet customer satisfaction SLAs. I also use journey mapping, feedback, and upselling opportunities to strengthen retention and customer value.

Previously at OBADO CiC, I handled inbound and outbound customer calls, email queries, escalations, and complaint resolution with empathy and clear communication. I used CRM strategies that increased customer retention and coordinated multiple teams to resolve issues promptly.

At ClearBank, I managed client portfolio oversight and end-to-end customer journeys, doubling onboarding efficiency through e-verification and process automation. I owned elements of the risk management framework and training while improving client engagement and reducing waiting times.