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Tatenda Nathan Makura

@tatendanathanmakura

Customer Experience Manager and technical support leader, delivering high satisfaction through analytics, escalations, and Fibre/LTE expertise.

Zimbabwe

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What I'm looking for

I want to lead a customer experience or contact centre team where I can combine technical troubleshooting with KPI-driven operations—improving escalations, training, and service quality, and partnering with teams to deliver measurable customer satisfaction.

I’m a Customer Experience Manager in ISP/ICT environments, focused on consistently delivering measurable customer outcomes—most recently achieving 99.8% customer satisfaction by managing client interactions and responding to technical inquiries with speed and professionalism.

I’ve led and developed teams across contact centre operations, supervising up to 23 agents through daily/weekly/monthly performance reporting, quality assurance, and structured escalations. In previous roles, I implemented customer support protocols and training that increased customer satisfaction by 20%, reduced escalation response time by 30%, and lowered average call handling time by 15%.

Technically, I support and troubleshoot Fibre (MPLS/GPON) and LTE services, lead VoIP provisioning across PBX, IP phones, and softphones, and improve operational efficiency by integrating new IT systems and strengthening feedback loops. My approach blends customer empathy, KPI-driven decision-making, and practical leadership to resolve complex issues—often reaching a 95% customer satisfaction rate and 90% of escalations resolved within 24 hours.

Experience

Work history, roles, and key accomplishments

ISP/ICT Customer Experience Manager

Dolphin Telecoms

Aug 2025 - May 2026 (9 months)

Achieved 99.8% customer satisfaction by managing client interactions and responding promptly to technical inquiries. Led a contact centre team (2 supervisors, up to 23 agents), implemented reporting for data-driven improvements, and ensured service delivery across Fibre (MPLS/GPON) and LTE, including installation, support, and troubleshooting.

Customer Experience Management Customer Escalation Management

Customer Support Supervisor

Liquid Intelligent Technologies

Dec 2022 - Jul 2025 (2 years 7 months)

Improved customer satisfaction by 20% by implementing new customer support protocols and reducing escalation response time by 30%. Managed helpdesk operations by launching training that reduced average call handling time by 15%, adding a customer feedback system that increased retention by 10%, and integrating IT systems to improve operational efficiency by 15%.

Escalation Management Training Program Design Retention Strategy ServiceNow Odoo Quality Assurance

Customer Support Team Lead

Liquid Intelligent Technologies

Oct 2020 - Nov 2022 (2 years 1 month)

Led customer support representatives to maintain high customer satisfaction and improve response times through new support strategies. Created training materials, developed support policies and procedures, analyzed customer support metrics and KPIs, and supported escalations to ensure timely issue resolution.

Team Leadership Customer Support Operations Metrics And KPIs policies Escalation Handling Cross Functional Collaboration

Customer Support Representative

Liquid Intelligent Technologies

Dec 2017 - Sep 2020 (2 years 9 months)

Handled customer inquiries via phone, email, and live chat while maintaining customer satisfaction above 95%. Troubleshot technical issues, resolved billing discrepancies (reducing escalations by 20%), and used Salesforce CRM to document interactions and follow up on open cases; also built an FAQ guide that reduced response time by 30%.

Customer Support Live Chat Support Technical Troubleshooting Salesforce CRM FAQ Development

Network Planning Technician

Tonfire/EathTrade Pvt Ltd

Jun 2017 - Sep 2017 (3 months)

Performed LTE site planning and surveying for network deployments. Supported transmission and IPRAN installation for Econet wireless, working with ZTE MBTS and Microware equipment.

LTE Site Planning IPRAN

Team Leader/Activation Technician

Powellmate (Netone MBB Project)

Feb 2015 - May 2017 (2 years 3 months)

Led activation tasks by interpreting site surveys for installation teams and ensuring safety and quality compliance with vendor specifications. Managed installation activities including AMP30 cabinet mounting, BBU/cards and AC power cabling, parabolic dish assembly, TMC cabinet installation, and RTN radio configuration using WEB LCT with link-budget requirements.

Site Survey Interpretation Safety Compliance Cabinet & Power Installation (AMP30)Microwave Parabolic Dish Installation RTN Radio Configuration BBU Radio Hardware Installation WebLCT