Florence Jokwiro

JOKWIRO FLORENCE-- /- Lobengula Rd, Zimre Park, Harare, Zimbabwe Profile I am an engaging customer service professional with over 4 years of experience responding to customer inquiries in person, over the phone, via email, and on social media. I aim to enhance people's lives through exceptional care and innovative services. I excel at initiating customer interactions and strive to use my communication studies background to empower clients within an organization and help them reach their objectives. Skills Outstanding communication and decision-making skills Time management Close attention to detail Leadership Learning proficiency Tech savvy Problem-solving and Troubleshooting Strong organizational and creative skills Empathy Ability to stay calm in emergencies Call Centre operations Experience Customer Service SupervisorFeb 2024 – Current Zimbabwe Telemedicine Network (MyCpdZw), Harare Delegating tasks to the customer service representatives and Brand ambassadors Monitoring the team’s performance ensuring company policies and procedures are followed Assisting the team by working alongside them to ensure high-quality service and customer satisfaction. Helping with staff training and professional development. Scheduling and planning meetings Completing paperwork Handling complaints (from both staff and customers) in a timely and efficient manner Helping to hire new staff Reporting to senior management/personnel when required Call Centre OfficerMay 2023 – Feb 2024 2CANA Solutions Learning and understanding company health insurance products (Bonvie Medical Aid Scheme and Generation Health). Handled incoming calls, addressed inquiries, marketed products, and maintained the company’s reputation. Answered calls from service providers seeking pre-authorizations and making the bookings. Accessed customer accounts to confirm benefit availability. Checked membership/account status. Assessed claims. Provided customers with detailed information about policies and products. Recommended available products. Referred potential customers to the membership/sales teams when a policy needed to be initiated or upgraded. Logged, managed, and tracked calls and inquiries in the CRM system. Customer Service Representative (Team leader)Jan 2022 – April 2023 Zimbabwe Telemedicine Network (MyCpdZw), Harare Managed a team of 20 company representatives and brand ambassadors ensuring we delivered exceptional customer service. Collaborated with the Medical Laboratory and Clinical Scientists Council of Zimbabwe(MLCSCZ) to enable their members to renew their practicing certificates online. Mentored and trained the team members, thereby increasing efficiency. Fostered a continual improvement culture resulting in improved user’ satisfaction. Provided support, making recommendations during maintenance and upgrading of the company websites and mobile applications using customer feedback. Provided technical support for software and hardware issues and troubleshooting for the MyCpdZw platform and MLCSCZ Online users. Troubleshoot and resolved complex customer users’ issues. Responded to nurses' and medical laboratory professionals’ inquiries via phone, email, WhatsApp, and contact us achieving 100% resolution. Customer Service RepresentativeDec 2019 – Dec 2021 Zimbabwe Telemedicine Network (MyCpdZw), Harare Collaborated with the Nurses Council of Zimbabwe (NCZ) management and MyCpdZw team to make nurses' renewal process of practicing certificates more efficient. Educated nurses about the online renewal process of their practising certificates making use of the MyCpdZw platform. Acted as the first point of contact for MyCpdZw users, providing technical support to 70+ users per day. Answered calls, and attended walk-in clients' queries at the Nurses Council of Zimbabwe in a friendly, timely, and professional manner. Managed to train 5 new representatives. Processed and activated more than 15 payments per day in the system. Managed to deliver high-quality customer service. Marketing InternJan 2018 – Dec 2018 TelOne Zimbabwe, Harare Acted as the first point of contact for individual users of TelOne products and services Provided technical support to 10+ customers per day. Answered 70+ incoming calls per day and consistently met targets for call length and call waiting times. Provided supportive and comprehensive information about the company services daily. Delivered high-quality customer service, winning compliments from customers. Followed policies and procedures and built a good rapport with customers increasing customer retention. Performed inbound and outbound activities at the Customer Experience Centre in adherence to the agreed SLA. Contacted potential customers to pitch products and services on offer. Managed to operate the switchboard efficiently. Education Bachelor of Commerce Honours Degree in Marketing ManagementFeb 2016 – Nov 2019 Midlands State University, Gweru Employment References Dr Eugenia Muhamba, The CEO of Zimbabwe Telemedicine Network (MyCpdZw)- - Nicholas Zhawu, Human Resource Officer from 2Cana Solutions- -