Joyce Magodora
Helpdesk Manager | Business Operations Specialist | Customer Service Specialist
PROFESSIONAL SUMMARY
Customer experience and telecommunications specialist with over 15 years of progressive leadership in
helpdesk operations, workforce planning, and customer support optimization. Proven expertise in service
delivery, incident management, and process improvement. Skilled in leading cross-functional teams, analysing
performance metrics, and enhancing client satisfaction across high-volume environments.
SKILLS AND COMPETENCIES
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Salesforce
Talkdesk
Manage Engine
Avaya
• Freshdesk
• Workforce Management
• Technical Support
• Helpdesk Supervison
PROFESSIONAL EXPERIENCE
OmniContact BPO
Helpdesk & Workforce Management Lead
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Identified performance gaps and implemented data-driven improvements.
Led cross-departmental collaborations to refine staffing models and scheduling processes.
Monitored KPIs including AHT, SLA attainment, and occupancy to drive workforce performance.
Enhanced automation and scheduling through workforce management platforms.
Assisted in drafting and managing SLAs and service metrics.
Oversaw ticket triaging based on priority, impact, and resource availability.
Evaluated technical incidents and service requests to determine resolution pathways.
Standardized incident management and escalation procedures to streamline issue resolution.
Conducted root cause analysis on recurring issues and proposed quality enhancements.
Partnered with technical teams for timely escalations and complex issue resolution.
Generated analytics reports on helpdesk performance to identify and implement improvements.
Recommended workflow and policy enhancements for increased operational efficiency.
OmniContact BPO
Helpdesk Supervisor
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September 2022 – September 2023
Supervised end-to-end helpdesk operations and provided tier-2 support for escalated queries.
Implemented strategic projects to improve response time and customer satisfaction.
Ensured compliance with SLAs, company policies, and risk frameworks.
Led continuous service improvement initiatives and designed targeted training for CSRs.
Participated in user acceptance testing (UAT) for new products to ensure service readiness.
Proposed revisions to policies and workflows to strengthen helpdesk capabilities.
Econet Wireless
Helpdesk Coordinator
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September 2023 — July 2024
November 2014 – September 2022
Resolved high-volume technical and customer service issues in line with company standards.
Managed workflow distribution to customer service agents and resolved escalated complaints.
Provided troubleshooting guidance and technical advice via phone support.
Advocated for CSR development through support tools and knowledge-sharing initiatives.
Monitored support trends and proposed changes to improve customer experience.
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Econet Wireless
Customer Service Representative & Shift Leader
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Provided front-line support across multiple channels and ensured first-contact resolution.
Promoted and educated customers on products, services, and solutions.
Logged and escalated customer feedback and complaints to relevant teams.
Maintained service quality through personalized support and upselling initiatives.
Minerals Marketing Corporation of Zimbabwe
Graduate Trainee
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January 2011 – October 2014
May 2008 – June 2010
Drafted contracts, negotiated pricing, and monitored sales operations and forecasts.
Liaised with production, shipping, and finance to facilitate end-to-end sales cycles.
Addressed international trade claims and disputes through negotiation and resolution.
Managed stakeholder communications and enhanced the corporation’s public image.
Produced corporate reports, maintained digital platforms, and coordinated outreach campaigns.
EDUCATIONAL QUALIFICATIONS
Master of Science in Strategic Management
Chinhoyi University of Technology
August 2010 -December 2012
Bachelor of Technology International Marketing
Chinhoyi University of Technology
March 2004 - December 2007
Diploma in Digital Marketing
Shaw Academy
January 2012 - December 2012
Certificate in Humanitarian and Development Practice
University of Zimbabwe
May 2010 - August 2010
REFEREES
Available upon request
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