Tinashe Gunde
@tinashegunde
Client experience specialist and team leader driving customer satisfaction and process improvement.
ZimbabweWhat I'm looking for
I am a client experience specialist with over seven years of front-line and contact-centre experience, focused on delivering top-tier customer service and resolving issues at first contact. I earned recognition as worker of the month in October 2020 for consistently high performance.
As Quality Assurance Team Leader at TelOne since July 2020, I coach teams, run daily and weekly meetings, maintain training and development plans, and prioritise tasks to achieve SLAs. I support operations and sales leadership by highlighting operational risks and driving performance-oriented culture.
I served as Acting Contact Centre Supervisor (Dec 2022–Apr 2023), where I managed escalations, measured performance using call metrics, oversaw debt collection for assigned accounts, and explored outsourcing opportunities. Earlier, I worked as a Customer Care Representative handling inbound/outbound calls and social media support, maintaining high satisfaction scores.
I am building technical skills through an IBM Data Engineering Professional Certificate and hold certificates in Contact Centre Management, Programmes and Project Management, and Customer Service. I bring strong communication, problem-solving, SLA management, and coaching abilities to roles that blend customer experience, quality assurance, and project delivery.
Experience
Work history, roles, and key accomplishments
TEQuality Assurance Team Leader
TelOne
Jul 2020 - Present (5 years 1 month)
Led a Quality Assurance team to manage day-to-day contact centre operations, coaching staff and maintaining training plans to meet SLAs and attendance/retention targets. Supported operations and sales leadership to identify operational risks and improve customer satisfaction.
TEActing Contact Centre Supervisor
TelOne
Dec 2022 - Apr 2023 (4 months)
Acted as Contact Centre Supervisor, setting targets, handling escalations, optimizing procedures and measuring performance with metrics such as call abandonment and SLA to improve service delivery. Ensured policy adherence and communicated client pain points to management.
TECustomer Care Representative
TelOne
Sep 2017 - Jun 2020 (2 years 9 months)
Handled inbound and outbound customer inquiries across phone and social channels, maintained high first-contact resolution and accurate account records to support timely issue resolution. Promoted self-service registration and informed customers about new products and services.
Education
Degrees, certifications, and relevant coursework
IBM (Coursera)
Professional Certificate, Data Engineering
2023 - 2025
Completed the IBM Data Engineering Professional Certificate via Coursera from September 2023 to April 2025.
Alison
Diploma in Customer Service, Customer Service
Completed a Diploma in Customer Service via Alison in June 2023.
Chartered Institute of Customer Management
Certificate in Contact Centre Management, Contact Centre Management
Earned a Certificate in Contact Centre Management from the Chartered Institute of Customer Management in December 2020.
UZUniversity of Zimbabwe
Executive Certificate, Programmes and Project Management
Grade: Credit
Completed an Executive Certificate in Programmes and Project Management at the University of Zimbabwe in December 2017 (Class: Credit).
UZUniversity of Zimbabwe
Bachelor of Science (Honours), Political Science
2013 - 2016
Grade: Upper Second Division
Bachelor of Science (Honours) in Political Science from the University of Zimbabwe, completed June 2016 with Upper Second Division.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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