Open to opportunities

Pollet Margaret

@polletmargaret

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Customer-focused professional with 7+ years in communications and administration.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative work environment.

I am a customer-focused and results-driven professional with over 7 years of experience in supporting client satisfaction and operational efficiency across various sectors including administration, business communication, telecom, and marketing. My proven track record includes resolving 95% of customer issues on the first contact, which has significantly boosted retention rates by 25%. I thrive in dynamic, remote-friendly environments and excel at collaborating across teams to enhance customer experience and internal communication.

Throughout my career, I have developed strong skills in professional communication, CRM systems, and optimizing internal processes to ensure seamless service delivery. My experience includes managing daily office operations, drafting professional communication materials, and providing reliable administrative support. I am passionate about driving clarity, consistency, and loyalty through strategic communication and administrative excellence.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

AT&T

Jan 2023 - Present (2 years 5 months)

Responded to over 100 customer inquiries weekly across multiple channels, maintaining a 95% satisfaction rate through prompt and empathetic communication. Resolved technical and service-related issues efficiently, leading to a 30% reduction in repeat tickets and improved first-contact resolution.

Customer Service CRM Technical Support Customer Satisfaction Data Analysis Communication Problem Solving Zendesk Salesforce

Customer Service Executive

Anchor Marketing

Jul 2016 - Present (8 years 11 months)

Built and nurtured relationships with over 100 clients, leading to a 25% increase in customer retention and consistently exceeding monthly sales targets. Delivered tailored product and service recommendations, improving client satisfaction ratings by 30% through needs-based solutions and attentive follow-ups.

Client Relationship Management Sales Customer Retention Market Research Customer Feedback Customer Onboarding

Education

Degrees, certifications, and relevant coursework

Nairobi Technical Training Institute

Diploma, Electrical and Electronics Engineering

Completed a diploma in Electrical and Electronics Engineering, gaining foundational knowledge in electrical systems and electronic components. Developed practical skills relevant to the field.

YMCA - National Training Institute

Diploma, Front Office Operations & Administration

Obtained a diploma in Front Office Operations & Administration, focusing on administrative procedures and front office management. Acquired skills in organizational support and operational efficiency.