Tafadzwa Murinda

• Perform daily reconciliations of card transactions, payments, and settlements across multiple ERP systems, ensuring financial accuracy and resolving variances proactively.
• Lead monthly trial balance reviews and manage bi-monthly invoicing cycles, delivering timely and precise financial reports.
• Prepare detailed financial reports on card usage, balances, and revenue trends to support strate

• Processed and verified high-volume financial transactions daily, ensuring accuracy and timely resolution of discrepancies.

• Supported reconciliations between customer accounts and system records, escalating and correcting mismatches to maintain data integrity.

•Assisted in the preparation of financial and compliance reports for internal teams and regulators.

•Monitored and recorded transacti

Signed off contracts, MOUs with hospitals and NGOs to close substantial partnerships for service delivery on water supply, WASH services and covid-19 sanitization work in eight districts. Developed strategy and implemented holistic performance management model resulting in 15% increase workforce productivity and operational effectiveness as well as 20% reduction of service delivery timing. Led, tr

• Spearheaded data-driven operations, analysing 25+ data points on volumes, customer spending, and usage patterns to optimize performance against 10 key targets, resulting in a 15% improvement in overall operational efficiency
• Prepared and submitted weekly KPI reports for product lines, ensuring 100% accountability and driving a 20% improvement in continuous performance improvement
• Efficiently

Established and maintained strategic relationships across 50+ partners (banks, retail), coordinated / communicated service level expectations (95% client satisfaction) and delivered comprehensive AML/CFT training to partner institutions to ensure regulatory compliance across the network. Analysed customer accounts and transaction behaviour to determine emerging market trends and growth opportunity

• Process Optimization: Streamlined customer service processes, resulting in a 25% reduction in paperwork and increased efficiency.
• Business Development: Identified and cultivated new partnerships, expanding the company's distribution network and exceeding sales goals.
• Account Management: Monitored and managed key accounts, ensuring strong relationships and maximizing sales potential.
• Market

• Mentored and managed a team of L1 support technicians, coaching them to investigate, diagnose and resolve 75% of basic technical issues reported by customers
• Built strong rapport with the team through weekly 1-on-1 meetings and fostered a positive, customer-centric work environment that led to a 20% increase in employee engagement
• Oversaw escalation of 25% of L1 tickets, providing guidance

• Resolved over 1,000 unresolved customer queries, inquiries, and complaints per month, promptly and accurately, achieving a 95% first-call resolution rate
• Ensured 98% of customers received clear and timely feedback regarding their communications related to 15+ telecommunications products and services
• Monitored customer satisfaction metrics, including a 90% CSAT score, and took action to maint

• Proactively addressed and resolved 95% of 2,500+ monthly customer inquiries, concerns, and complaints via phone, email, and chat within 1 business day
• Effectively troubleshot and resolved 85% of technical issues, guiding customers through troubleshooting steps and escalating 15% of complex problems to appropriate teams
• Diffused 150+ tense situations and de-escalated conflicts with 98% profes

Worked as Brand Ambassador at Econet Wireless Zimbabwe.

Pursued a Bachelor of Science (Hons) in Applied Accounting, expected completion in March 2025.

Qualified as an ACCA Affiliate, demonstrating comprehensive knowledge in accounting and finance.