Fadzai Mudyiwa

FADZAI MUDYIWA - ·-· Ruimsig South Africa SUMMARY Dynamic customer service , Customer Support and Sales professional with over 5 years of experience in CRM systems, customer retention, customer engagement and technical support. Proven expertise in delivering exceptional customer service, resolving inquires and enhancing satisfaction across multiple channels. Demonstrated proficiency in effective communication and problem -solving. Experienced in providing IT Support, managing customer interactions through various platforms and utilizing ticketing systems to track and resolve issues effectively. My expertise in Sales strategy, customer engagement and issue resolution makes me a valuable asset. Seeking to contribute to a forward-thinking team focused on superior customer service and build strong client relationship across multiple industries. SKILLS Insurance Submissions Claims Time Management Google suite Dialpad Proofreading Negotiation Skills Client Relationship Management Team Leadership Communication Operations Management MS Office Technical Troubleshooting PROFESSIONAL EXPERIENCE Obsatech Technologies March 2023- September 2024 Customer Service Specialist Engaged in proactive customer service, ensuring information is accessible and responsive to client needs. Persistently pursue sales goals, overcoming challenges and adapting market fluctuations. Demonstrated services , tailoring presentations to client requirements and management directives. Collaborated with internal departments to ensure Service Level Agreements (SLAs) were met and customers received seamless service. Provided prompt , courteous and effective responses to customer inquiries and complaints, enhancing customer satisfaction. Resolved 95% of technical issues on first contact by providing multi-channel support via phone, email, and live chat, greatly enhancing customer satisfaction and reducing support response time. Maintained an average response time under 2 hours by effectively utilizing CRM and ticketing systems to track, manage, and resolve customer inquiries, resulting in a 30% increase in customer retention. Facilitated product updates that reduced recurring customer issues by 40% through collaboration with product and development teams, enhancing user experience and overall satisfaction. Improved customer onboarding experience by creating step-by-step guides and tutorials, resulting in a 25% reduction in follow-up support request Conducted regular feedback sessions with customers to proactively address concerns. Delivered personalized technical support to high-priority clients, building strong relationships and ensuring a smooth resolution process for complex issues, which strengthened customer loyalty and trust in the brand. Old Mutual March 2020-February 2023. Customer Solutions Advisor Engaged in proactive customer service, ensuring information is accessible to client needs. Develop and distribute daily reports on appointments, ensuring accurate tracking and analysis of perfomance. Drove the organization to remarkable achievements, realizing an exceptional growth rate of 180% over two years. Proactively identified solutions to enhance the sales team's capabilities Guided clients through the insurance claims and policy process, providing clear, step-by-step support that improved customer understanding and reduced follow-up inquiries. Accurately documented and processed claims, ensuring compliance and streamlining workflow, which led to a significant increase in customer satisfaction. . Coordinated between clients and underwriting teams to resolve complex claims efficiently, building client trust and enhancing the overall claims experience. Identified and addressed potential issues in claims submissions proactively, providing personalized solutions that helped clients avoid delays and improved overall service quality. Provided detailed claims guidance to over 100 clients monthly, achieving a 30% reduction in repeat inquiries by improving initial client understanding. Improved claims processing accuracy by 25% through meticulous documentation and verification, resulting in faster approvals and a 15% boost in customer satisfaction. Resolved an average of 150 client inquiries per month with a 95% first-contact resolution rate, significantly enhancing efficiency and reducing the need for follow-up. Proactively contacted policyholders about claim status updates, increasing customer satisfaction scores by 20% through timely and transparent communication. Carlyco Construction 2019 Customer Service Representative Provided expert assistance to clients regarding project timelines, materials, and specifications, ensuring a clear understanding that improved client satisfaction and project alignment. Resolved customer inquiries and complaints promptly, achieving first-contact resolution rate and enhancing overall client experience. Collaborated with project managers and subcontractors to streamline communication, resulting in reduction in response time to client requests and concerns. Maintained detailed records of customer interactions and feedback in the CRM system, enabling better tracking of client issues and contributing to continuous improvement initiatives. Developed and implemented a client follow-up system that increased customer retention rates by 15%, fostering long-term relationships and repeat business. Assisted in the onboarding process for new clients by providing comprehensive project briefings and support, which led to a smoother transition and increased initial satisfaction. Coordinated with the sales team to provide clients with accurate project estimates and timelines, contributing to a 20% increase in conversion rates for new projects. Conducted customer satisfaction surveys and analyzed feedback, implementing improvements that enhanced service delivery and increased overall client satisfaction scores . Collaborated with ABSA on multiple construction projects by providing tailored support and detailed project updates, which resulted in successful project completion on time and improved client satisfaction. Facilitated effective communication between ABSA's stakeholders and our project teams, enhancing transparency and contributing to a 30% reduction in project-related inquiries and concerns. Econet Wirelless- Sales and Customer Service Representative Handled inbound customer inquiries and technical support requests, achieving a 95% first-call resolution rate, which boosted customer satisfaction. Conducted outbound sales calls to promote new services and upgrades, increasing monthly sales and enhancing customer engagement with our offerings. Identified customer needs through active listening and provided tailored solutions, contributing to an improvement in upsell conversions. Collaborated with cross-functional teams to streamline support processes, reducing average handling time for both inbound and outbound Managed account activations, billing inquiries, and troubleshooting, ensuring accurate and efficient service that fostered client trust and loyalty. Resolved network-related issues for customers through remote troubleshooting, achieving a success rate in resolving connectivity issues on the first call. Proactively monitored network outages and communicated timely updates to affected customers, reducing call volume by 25% during service disruptions and enhancing customer trust in our support process Educated customers on new products, plans, and promotional offers, which increased customer awareness and drove additional sign-ups for premium services. Assisted in onboarding new customers by guiding them through the setup process and ensuring they understood service features, contributing to a smoother transition and higher initial satisfaction rates. Education Bachelor of Arts Degree English and Sociology University of Zimbabwe- Honours in Economic History University of Zimbabwe 2018 Sales and Marketing Mumbi Institute 2019 Customer Service Certificate Allison Online 2020 References- Available on request