Open to opportunities

tapiwa dheka

@tapiwadheka

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Customer service professional delivering efficient, empathetic support for high-value accounts.

Zimbabwe

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What I'm looking for

I seek a customer-focused role where I can apply CRM and ticketing expertise, contribute to process improvements, and grow in a collaborative, metrics-driven team.

I am a dedicated, certified customer service professional with over eight years supporting high-value accounts across government, education, and private sectors in Canada. I specialize in CRM-driven case management, multichannel support (phone, email, chat), ticketing systems, and logistics coordination, consistently resolving complex issues quickly while maintaining accuracy and compliance.

I have improved processes to reduce resolution time by 25% and maintained rigorous documentation for audits and QA. I bring strong communication, empathy, and problem-solving skills, plus certifications in HubSpot, Freshdesk, and Zendesk, to reliably drive customer satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Logistics / Customer Service

Blue Ocean Contact Centre

Aug 2017 - Nov 2024 (7 years 3 months)

Delivered 24/7 customer service and global logistics support for Cisco RMA operations, processing high volumes of RMA requests and coordinating warranties and hardware replacements; optimized processes to reduce resolution time by 25%.

RMA Logistics Ticketing Systems Multichannel Support Warranty Verification Case Management Reporting

Municipal Customer Service

Halifax Regional Municipality

Jun 2016 - Jul 2017 (1 year 1 month)

Provided front-line multichannel support for municipal accounts, improving customer satisfaction through empathetic problem-solving, accurate data handling, and timely escalation of complex requests.

Multichannel Support Customer Relations Data Integrity Technical Troubleshooting Upselling Confidentiality Process Improvement

Admissions Data Entry Clerk

Saint Mary’s University

Sep 2015 - May 2016 (8 months)

Entered, validated, and maintained high volumes of student application and financial records with strong accuracy, improving admissions data integrity and supporting timely workflows.