Open to opportunities

Rudawiro Nemasasi Jangwa

@rudawironemasasijang

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Customer Experience Specialist with 5+ years in telecom and fintech.

Zimbabwe

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What I'm looking for

I am looking for a remote role in a supportive company culture that values customer engagement and offers opportunities for professional growth.

I am a dedicated Customer Experience Specialist with over 5 years of experience in the telecom and fintech sectors. My journey has been marked by a commitment to delivering exceptional customer support, achieving a customer satisfaction score of over 95% and a first-contact resolution rate exceeding 90%. I have consistently been recognized for my performance, earning multiple Employee of the Month awards and certifications in Customer Experience.

Throughout my career, I have honed my skills in CRM and VoIP systems, including Freshworks and Avaya, while also training and mentoring new hires to optimize our service delivery. My passion for empathetic communication and issue resolution drives me to excel in remote roles, where I can provide world-class support across European time zones. I am currently seeking a remote Customer Service Representative position with a European-based company to leverage my skills in upselling and customer retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience & Telesales Agent

Current

Cassava Technologies / Ecocash Holdings / Ecosure – Econet W

Feb 2021 - Present (4 years 5 months)

Handled over 320 daily customer interactions via phone, social media, and CRM, achieving 90% first-contact resolution and 95% customer satisfaction scores. Upsold value-added services consistently, contributing to monthly revenue targets and enhancing CRM data accuracy by 20%.

CRM Social Media Management Customer Satisfaction Upselling Training Mentoring Freshworks

Accounts Attaché / Debtors Clerk

Barzem Caterpillar Enterprises

Jan 2015 - Dec 2017 (2 years 11 months)

Managed invoices, statements, and account reconciliations, ensuring accuracy and compliance. Assisted with customer queries and escalated payment concerns to relevant departments.

Invoice Management Account Reconciliation Microsoft Excel

Customer Experience Officer

Econet Group

Managed inbound queries with professionalism and empathy, maintaining accurate logs of customer cases. Ensured timely resolutions for all customer interactions.

Empathy

Customer Service Agent (Omni Contact)

Econet Wireless Zimbabwe

Oct 2019 - Jul 2023 (3 years 9 months)

Supported both local and international customers across bilingual queues, delivering high-level tech support and resolving VIP escalations. Maintained over 95% CSAT and improved first-contact resolution by 15%, while authoring updates to the knowledge base, reducing recurring queries by 15%.

Technical Support Customer Satisfaction First Contact Resolutions Bilingual Support Avaya TalkDesk

Education

Degrees, certifications, and relevant coursework

Great Zimbabwe University

Bachelor of Commerce (Hons), Accounting

Currently pursuing a Bachelor of Commerce with Honours in Accounting at Great Zimbabwe University. This program focuses on advanced accounting principles and practices, preparing for a career in finance.

Chartered Institute of Customer Management

Certified Customer Experience Professional, Customer Experience

Grade: Merit

Achieved certification in Customer Experience from the Chartered Institute of Customer Management with Merit. This program enhanced skills in delivering excellent customer service and managing customer interactions effectively.

Bulawayo Polytechnic

Higher National Diploma, Accountancy

Completed a Higher National Diploma in Accountancy at Bulawayo Polytechnic. This diploma provided comprehensive knowledge in accounting, financial management, and auditing.

Bulawayo & Mutare Polytechnic

National Diploma & Certificate, Accountancy

Obtained a National Diploma and Certificate in Accountancy from Bulawayo & Mutare Polytechnic. This foundational education covered essential accounting concepts and practices.

Delmi College

Certificate, Grooming & Deportment

Earned a Certificate in Grooming & Deportment from Delmi College. This certification focused on professional presentation and etiquette.

Delmi College

Certificate, Hotel & Catering Supervision

Received a Certificate in Hotel & Catering Supervision from Delmi College. This program provided skills in hospitality management and catering operations.