Fain Munhuuripi

Fain Munhuuripi, BBA, MBA Address: 10 Russell Ave Harare, Zimbabwe Mobile: (- Email- PROFILE Customer-focused leader with a decade of transforming customer interactions through all customer touchpoints. Proficient in Contact Centre Operations, Business Processing Re-engineering, Brand Management and Project Management. Committed and passionate about enhancing customer satisfaction, loyalty, and overall organizational success. Versatile and have great ability to quickly learn and innovate in any role. EDUCATION, PROFESSIONAL QUALIFICATIONS & COURSES  Masters of Business Administration (Women’s University in Africa)  Bachelor’s in Business Administration, Institute of Marketing Management South Africa  Chartered Institute of Marketing Professional Diploma (CIM)  Certificate in Project Management (University of Zimbabwe) CORE         COMPETENCIES & SKILLS SUMMARY Innovation and Problem-Solving Complaint Resolution Quality Assurance Communication Skills Data Analysis and Insights Team player Planning and Organizing Leadership and Team Management NOTABLE ACHIEVEMENTS  Led the team in achieving 78% client satisfaction rate through exceptional customer service and support in 2023 and reduced average call handling time by 20%  Established and maintained strong relationships with key clients, resulting in a 90% client retention rate in 2023  As a Customer Service Supervisor, Telecel Call Centre won the best Contact Centre Award in 2017 from CCAZ  Facilitated the introduction of the outbound team in 2012 as a Senior Outbound team leader  Have successfully organized customer services week in 2007,2009 ,2010, 2016 and 2019 an annual event on the customer services calendar worldwide House of Praise Ministries Compassion Ministry and Children’s Church Administrator (Volunteer) March 2024 to date  Ensuring that the administrative tasks for all Compassion Ministries and Children’s Church are accomplished in a timely and accurate manner.              Booking flights and accommodation for Pastors and the compassion Ministry team Organize site visits those venerable before a case is taken for assistance Assisting in the planning, coordination, and implementation of various assignments and projects. Creating, coordinating, and managing systems to organize and maintain records/files for both the ministries Building contacts and scheduling meetings with area businesses, organizations, schools & churches on behalf of the House of Praise Ministries Recruiting volunteers to serve in the Children’s Church and help manage the volunteer schedule. Ensuring all assigned reporting related to both the Ministries are completed in a timely manner Conducting training sessions and mentorship programs Scheduling meetings and visits along with coordinating all details and ensuring preparation. Effectively communicating with product donors, internal programs, and external partners to support the operations of both Ministries Managing budgets of both ministries and supporting volunteers to actively manage stock, assets and teams, and to actively seek further funding to further the compassionate work of House of Praise Ministries Planning, managing and coordinating events for both Ministries and the overall House of Praise Church Deloitte and Touche in Partnership with United Nation World Food Programme Online Enumerator | January 2024 – March 2024  Conducted Proactive gathering of community feedback by doing phone interviews with a sample of lean season households during the January to March 2024 period  Complied with sampling protocols and household selection  Conducted designated interviews in allocated District Conducting comprehensive data analysis, this  Collected data using android devices and transmitted the data on daily basis to UN WFP’s server  Kept a register for calls made  Maintained a database of produced documents which can be consulted by UN WFP at any time Ogilvy Memento Client Relationship Manager| April 2022 – December 2024  Established and maintained a comprehensive, robust, and reliable stakeholder database.  Fostered strengthened relationships, actively engaged, and positively influenced stakeholders to successfully achieve strategic aims  Conducted comprehensive data analysis, which attributed to identification of patterns, assessment of engagement rates, and pinpointed growth opportunities, leading to a 30% reduction in customer complaints in 2023.  Tracked and analyzed sales statistics based on key quantitative metrics  Coordinated with sales and marketing on lead generation  Conducted competitor analysis and industry research to stay ahead of market trends and identify new opportunities for growth        Developed and implemented a comprehensive business development strategy to drive growth and increase sales and market share Identified new business opportunities and potential markets for expansion, through market research and analysis. Tracked customer satisfaction metrics and set up a Quality Monitoring team. This Increased Customer Satisfaction from 44% to 78%, surpassing the industry CSAT benchmark of 70%. Recruited, motivated, and trained staff to foster a Customer Centric Culture: Achieved a 15% increase in employee satisfaction scores, contributing to improved customer interactions. Adopted Customer Centric policies and manuals, that is establishing and implementing a Customer Service Charter, Service Level Agreements, and Complaints Handling Processes, resulting in a 25% improvement in query resolution. Attended and resolved escalated issues, ensuring swift resolution and enhanced customer relations. Produced weekly, monthly, and quarterly reports, which were timely and accurate reports, resulting in improved decision-making Telecel Zimbabwe Customer Service Supervisor| April 2013 – March 2022               Managed the daily operations of the Contact Centre, sourcing equipment, and effectively planning for resources. Managed organizational sales from the call centre by developing a business plan that covered sales, revenue, and expense controls. Formulated and enforced service level and quality assurance targets. Ensured effective and consistent communication throughout the team, gathering customer insights to enhance the customer journey and experience. Built and maintained relationships with internal and external stakeholders. Embedded a performance culture by reviewing processes to achieve service levels and set targets. Conformed to CRM best practices by continuously reviewing business systems and processes. Encouraged open and honest communication across all levels of the business to facilitate root cause analysis and improvement in customer experience. Identified lapses in quality, conducted core cause analysis, and took corrective action. Cross selling and setting of individual sales targets with the outbound and sales team Coached, motivated, and retained staff. Developed and managed the budget for the Department. Stayed up to date on new products, procedures and marketing initiatives. Ad hoc projects. Built long-term, loyal customer relations by providing top-notch service and detailed service information. Telecel Zimbabwe Outbound Senior Team Leader - June 2012 - March 2013      Social Media Management Initiated outbound calls using Avaya System Researched required information using available resources and produced campaign reports Identified potential customer needs/ opportunities to grow the business Conducted follow up calls on a daily basis to customers who expressed an interest in our products and services     Developed strong relationships with customers and demonstrated ways to add value to the business Provided statistical performance feedback and coaching on a regular basis to each team member Proactively contributed to the development of departmental processes and policies Established work procedures and processes that supported the company and departmental standards, procedures and strategic directives Telecel Zimababwe Customer Service Front Office Team leader - January 2010 – February 2012     Managed and monitored activities of all agents at the Front Office department making sure they adhere to the standards of excellence and to the guidelines set Dealt with difficult complaints, problem solving, disturbances, special requests Provided daily direction and communication to agents ensuring that calls are answered in a timely, efficient and knowledgeable manner. Established work procedures and processes that supported the company and departmental standards, procedures and strategic directives. Telecel June 2007 – December 2009 - Customer Service Representative    Managed Call Centre operations, which included answering customer queries, processing refunds, and resolving customer queries, as well as manning help lines Gathered and recorded market information for assessing customer satisfaction, aiming to develop new marketing and sales strategies. Disseminated information about new products, rate plans, and services, with a focus on up-selling. Zelco Cellular Customer Care Agent - June 2007 – January 2010 Main duties included General Office Administration; Promotional activities; Contribute to the formulation and implementation of the organization’s marketing strategy; Facilitate business development; Client liaison; Assist in market research; Product management; Customers Retention Africa Online Receptionist - April 2006 - July 2006 Duties included General office administration; operated the switch board, received and ensured that messages were distributed to the relevant departments; activation of internet on mobile phones; ensured all clients, potential clients and guests who came to Africa Online Zimbabwe were well received in a true Africa online fashion REFERENCES Bernadette Soko (Ms.) Customer Experience Manager NMB Bank 19207 Borrowdale Rd HARARE Cell +263 - +263 -- Priscilla Chingosho (Mrs.) General Manager Ogilvy Memento 56 Edison Cresent Graniteside HARARE Fadzai Muzorewa (Mrs.) Operations Manager Shape It Adhesives 20 Shepperton Road Graniteside HARARE Cell +263 -- Cell +263 - --