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Tashinga Muza

@tashingamuza

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Transformational Hospitality Leader | Results-Driven | Guest Experience Enthusiast

Zimbabwe

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What I'm looking for

I'm looking to apply my remote customer support, operations and team leadership experience in a fast-paced, target-driven environment where I can resolve customer issues, improve service delivery and grow teams.

I've resolved high-volume customer enquiries for Teamsville Global's Build with Ferguson account, handling 30–35 inbound calls daily and resolving 90% of issues on first contact. I maintained 92% customer satisfaction while working across Salesforce, Genesys, OMC and Build.com.

At Monomotapa Hotel, I led 18 people across restaurant, bar and room-service operations serving more than 250 guests daily. I helped raise review scores by 12%, cut service delays by 30%, and reduce labour costs by 20% through scheduling improvements.

I've also conducted 100 outbound calls a day for Pyx Health, enrolling clients into a health programme and improving prospect engagement by 15%. My background includes passenger service, hospitality operations, complaint resolution, training, scheduling and process improvement.

Through The Maison Standard, I provide hospitality service consulting focused on customer experience, service standards, SOPs, staff capability and workplace culture.

Experience

Work history, roles, and key accomplishments

Current

Founder & Hospitality Service Consultant

Current

The Maison Standard

Jul 2026 - Present (1 month)

Provides hospitality service consulting focused on customer experience, professional service delivery, staff capability, and workplace culture. Develops service standards, SOPs, training guides, and operational structures for hospitality businesses.

Customer Experience Service standards SOP Development Training Coaching

Food & Beverage Supervisor

Monomotapa Hotel

Mar 2025 - Jun 2026 (1 year 3 months)

Led a team of 18 across restaurant, bar and room-service operations serving 250+ guests daily. Resolved customer concerns and followed up on service issues, contributing to a 12% rise in review scores and 98% satisfaction.

Team Leadership Customer Service Staff Scheduling Budgeting Compliance Training

Inbound Customer Service Representative

Teamsville Global

Oct 2024 - Feb 2025 (4 months)

Responded to 30-35 inbound customer calls daily, resolving 90% of issues on first contact. Managed 50+ customer issues weekly via email follow-up, achieving a 95% resolution rate.

Customer Service Inbound Calls Email Support Salesforce Genesys OMC Build.Com Returns Processing Freight Claims Escalation Management

Outreach Coordinator

Pyx Health

Jun 2024 - Aug 2024 (2 months)

Conducted an average of 100 outbound calls daily to enrol clients into a health program, achieving a 20% monthly enrolment rate. Built and delivered tailored outreach campaigns, lifting prospect engagement by 15%.

Outbound Calling Client Enrollment Five9 Campaign Management Engagement Strategy

Customer Service Agent

National Handling Services

Jan 2023 - Mar 2024 (1 year 2 months)

Processed 50+ passenger check-ins per shift using Amadeus Altea with 95%+ accuracy. Handled special requests and resolved customer queries for 20+ passengers per shift at 95% satisfaction.

Amadeus Altea Customer Service Check in Multitasking Query Resolution