Mellisa Caroline Mukundu

MELLISA CAROLINE MUKUNDU Harare, Zimbabwe | -/ - |-PROFESSIONAL SUMMARY Highly driven professional with 6+ years of experience in customer service, administration and sales. Adept at client relationship management and sales, with background in onboarding 200+ customer accounts. Has a deep understanding of global business landscape with experience dealing with clients within the banking, energy and real estate sectors. Possesses excellent interpersonal skills towards building relationships at all organisational levels. SKILLS AND COMPETENCIES • • • • Exceptional written and oral communication Customer Relations Management Market penetration Client advisory - Growth strategy - Client acquisition - Customer Onboarding PROFESSIONAL EXPERIENCE Calvary Realty (Remote- California) • • • • Nurturing warm leads Cleaning up spreadsheet and updating contacts in CRM Follow Up Box Cold calling Community management Nelson Group Real Estate (Remote-California) Administrative Assistant • • • • • June 2021- February 2022 Working with a team of 30 to direct solar equipment sales to residential clients across California. Communicating and providing after sales support to customers. Generating sales reports for management. Cardinal Plumbing Heating and Air (Remote- Virginia) Customer Service Representative & Dispatcher • • • February 2022- January 2023 Managing and updating customer information in CRMs Reconciliation of customer details databases Community management on Facebook Planet Oath (Remote- California) Sales Support • • • December 2022- January 2023 November 2021- January 2022 Scheduled clients and dispatched technicians in a timely manner. Established and improved relationships with key clients. Responded in a timely and accurate manner to routine customer service calls, ensuring that residential and commercial service issues and concerns are treated respectfully and professionally. Logged information about customer service interactions into systems. Updated in a timely and accurate manner so that associates could track service inquiries and resolutions. Served as a primary customer advocate in solving escalated customer service issues by coordinating and ensuring issue resolution with the local management team. Scoby Social (Remote- New York) Community Manager July- December 2021 1 • • • • Part of a team of 3 brand and digital marketing officers implementing Scoby Social media projects to establish the brand, acquire social followers, and announce promotional campaigns. Provided support to over 1000 users on the platform. Hosted live shared experiences. Conducted troubleshooting sessions to check for bugs. Steward Bank Retail Banking Customer Experience Dept- Contact Centre Agent Customer Service Officer • • • • January 2018 – June 2021 September 2016 – January 2018 Worked with a team of 15 call centre agents in taking calls, resolving concerns, and providing technical support to customers. Checked compliance on all customer mandates. Managed the collection of customer feedback data analysis and conceptualised new customer care strategies. Made courtesy calls to check on customer satisfaction, giving updates on product development and damage control where necessary. Collaborated closely with the IT team to assist customers in resolving technical concerns. Key point of contact in identifying and solving problems. Instrumental in developing and implementing strategies such as added staff training to improve the answering rate and meet overall targets. Tinshel Properties Sales Agent May 2015-June 2016 In this sales role, I worked extensively for a reputable commercial social housing developer offering housing development and investment services throughout Zimbabwe. • Worked with a team of 4 associates to generate new and repeat sales of housing development services and oversaw all aspects of performance management, driving the sales team to achieve all targets and meet customer expectations. • Managed a portfolio of 10 clients with total turnover of USD 50 000 per annum. • Successfully led new market penetration in Gweru, expanding presence from two to three suburbs, generating additional revenue within the first year. • Consistently achieved all sales targets. REFEREES Available upon request 2