Open to opportunities

Tafadzwa Mukumbi

@tafadzwamukumbi

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Customer-focused branch manager with 10+ years in customer service, sales, and customer care.

Zimbabwe

Message

What I'm looking for

I am seeking a customer-focused leadership role where I can improve service quality, coach teams, manage operations, and drive loyalty in a compliant, professional environment.

I am a customer-focused professional with over ten years' experience in customer service, sales, and customer care across financial, retail, and betting environments. I consistently handle high volumes of customer interactions, resolve queries efficiently, and deliver service excellence aligned with brand values.

I currently study with CICMA Global to become a certified Customer Experience Professional and hold certifications including HP LIFE CX and an Alison Diploma in Customer Service. I am proficient in CRM systems (WATI, Zendesk, Meta) and multichannel communication, and I emphasize confidentiality, compliance, and professional conduct in every role.

In leadership roles I manage daily branch operations, coach teams to deliver consistent, high-quality customer experiences, and drive customer loyalty through relationship-building and effective complaint resolution.

Experience

Work history, roles, and key accomplishments

Current

Branch Manager

Current

Bet247

May 2025 - Present (8 months)

Manage daily branch operations focused on customer satisfaction, resolving escalations within agreed SLA, and ensuring compliance with company policies and financial controls.

Customer Experience Escalation Management Compliance Multichannel Support Cash Handling

Customer Care Supervisor

ABC Auctions

Jan 2025 - May 2025 (4 months)

Supervised customer care agents, monitored service performance to improve response times and satisfaction, and escalated and resolved complex customer issues professionally.

Team Supervision Performance Monitoring Training CRM

Customer Service Agent

ABC Auctions

Feb 2023 - Dec 2024 (1 year 10 months)

Provided end-to-end support via phone, WhatsApp, email and social media, assisted with registrations and payments, and logged issues in CRM to ensure timely resolution.

Multichannel Support Issue Tracking Customer Onboarding Communication

Branch Supervisor

Moors World Of Sport

Jul 2017 - Oct 2022 (5 years 3 months)

Oversaw daily customer interactions, ensured high service standards, handled cash transactions accurately, and maintained a professional customer environment.

Customer Service Cash Handling Compliance Product Support Frontline Supervision Service standards

Betting Clerk

Soccer Shop

Jan 2014 - Jun 2017 (3 years 5 months)

Delivered frontline customer service and transaction processing, assisted with product selection and account queries while maintaining accuracy and confidentiality.

Frontline Services Transaction Processing Customer Service Accuracy Confidentiality Cash Handling

Education

Degrees, certifications, and relevant coursework

CICMA Global

Customer Experience Professional, Customer Experience

Currently studying for a Customer Experience Professional certification focusing on customer journey management, service quality, and relationship building.