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Rachel Matenga

@rachelmatenga

Call Centre Agent at Lemon Tree Technology who reached 95%+ customer satisfaction and contributed to more account upgrades.

Zimbabwe

Message

At Lemon Tree Technology, I handled 80–100 inbound and outbound calls a day, achieving an approximately 85% first-call resolution rate and 95%+ customer satisfaction. I also maintained 98%+ accuracy when updating customer records in the CRM system.

I identified upselling opportunities that contributed to a 12% increase in account upgrades within my assigned customer base. I also escalated complex billing and technical issues, helping reduce the unresolved complaint backlog by 20% in the first quarter.

Experience

Work history, roles, and key accomplishments

Current

Executive Director

Current

Disability Youth Advocacy Network in Zimbabwe

Apr 2022 - Present (4 years 6 months)

Worked as Executive Director at Disability Youth Advocacy Network in Zimbabwe.

Call Centre Agent

Lemon Tree Technology

Nov 2024 - Nov 2025 (1 year)

Managed 80–100 inbound and outbound calls daily, achieving 95%+ customer satisfaction and 85% first-call resolution. Maintained 98%+ CRM data accuracy and contributed to a 12% increase in account upgrades through upselling.

Inbound Calls Outbound Calls CRM Systems Data Entry Upselling Complaint Resolution Active Listening Time Management Microsoft Word Excel

Social Work Intern

Mavambo orphan care

Nov 2022 - Aug 2023 (9 months)

Worked as Social Work Intern at Mavambo orphan care.

Program Intern

Mavambo Orphan Care

Nov 2022 - Jul 2023 (8 months)

Supported coordination of ten girl-child welfare projects, aligning service delivery with organisational and donor objectives. Conducted 1,000+ beneficiary interviews and collected primary data to inform tailored interventions for orphans and vulnerable children living with HIV. Managed data collection and documentation for 1,000+ participants, achieving 98% accuracy in reporting. Facilitated refe