Pearl Rutendo Dumbura

PEARL DUMBURA | (- or (--| https://www.linkedin.com/in/pearl-rutendo-dumbura-0a788931 Professional Summary Experienced Customer Service and Support Centre Specialist with 10+ years’ success in customer service, account management, and product development. Skilled at exceeding targets, improving processes, and building strong client relationships across multiple industries. Core Skills Proficient in Customer Service & Support, CRM Systems (Salesforce, Zoho, Freshdesk), Data Entry & Data Analysis, Call Centre Operations, Account Management, Product Knowledge & Cross-Selling, Social Media Management, Complaint Resolution, Stock & Inventory Management, Report Writing (Sales, Stock, Feedback), Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Team Training & Mentoring, Process Improvement, Time Management, Multitasking, Attention to Detail, Customer Relationship Management (CRM) Software Implementation, Helpdesk Ticketing Systems, Conflict Management, KPI Monitoring and Reporting, Sales Forecasting, Lead Generation, Email and Chat Support, Workflow Automation Tools, Quality Assurance, Data Visualization (Excel Pivot Tables, Charts), Inventory Control Software, Digital Marketing Fundamentals, Event Coordination Tools, Presentation and Public Speaking Skills, Database Management, Compliance and Regulatory Awareness, Telephony Systems (VoIP), and Microsoft Teams / Zoom for Virtual Collaboration Measurable Achievements • Maintained a 97% customer satisfaction rating over 12 months at Zimworx by consistently meeting and exceeding KPIs. • Increased client retention by 22% at Mediconnect Pharmaceuticals through proactive follow-ups and personalized service. • Reduced customer query response time by 35% by implementing streamlined communication protocols at Zimworx. • Contributed to a 15% year-over-year sales increase in the FMCG department through targeted cross-selling and upselling. • Reduced stock-outs by 30% by improving inventory tracking and timely reorder reporting. • Resolved 95% of customer complaints on first contact at Wiremit Financial Services. • Trained and onboarded 8+ new team members, improving team productivity and reducing onboarding time by 25%. • Handled an average of 80+ customer interactions per day while maintaining a response rate above 95% within SLA. • Increased social media engagement by 18% through prompt and effective responses to online customer queries. • Achieved a 10% increase in average transaction value per customer through cross-selling initiatives. Work Experience Customer Service Representative Zimworx / Strategic Financial Services July 2024 – January 2025 • Communicated effectively in verbal and written formats, always maintaining professionalism. • Consistently met or exceeded all key performance metrics. • Maintained thorough product and service knowledge to provide accurate information. • Handled 80+ customer inquiries daily across multiple channels (phone, email, chat). • Reduced average response time by 35% through process optimization. Customer Relations Officer Mediconnect Pharmaceuticals February 2023 – July 2024 • Assisted walk-in customers and managed inbound calls. • Prepared weekly and monthly sales reports, contributing to a 15% increase in FMCG sales. • Managed FMCG stock, reducing shortages by 30% through effective inventory control. • Cross-sold products, resulting in a 10% increase in transaction value. • Compiled client feedback reports, leading to a 22% improvement in client retention. • Managed client interactions and responded to queries on all social media platforms, increasing engagement by 18%. Customer Relations Officer Wiremit Financial Services August 2022 – February 2023 • Managed customer queries and complaints, achieving a 95% first-contact resolution rate. • Supported sales and account management, contributing to new client acquisitions. Sales Advisor YouPro Contact February 2022 – August 2022 • Advised clients on product options, increasing upsell conversions by 10%. • Maintained accurate records of customer interactions and outcomes. Programs and Administration Officer Intern Women’s Democracy Network Zimbabwe May 2021 – December 2021 • Coordinated events and public awareness campaigns, increasing participant engagement by 20%. • Supported administration and stakeholder communications. Contact Centre Agent Powertel Communications (Pvt) Ltd May 2013 – July 2017 • Handled high-volume inbound and outbound calls, maintaining a 98% accuracy rate in information delivery. • Improved customer satisfaction scores by 15% through effective issue resolution. Secretary/Leasing Officer Darwin Properties (Pvt) Ltd Zimbabwe March 2010 – March 2013 • Managed client communications and leasing documentation for 50+ properties. • Reduced administrative turnaround time by 25% through process improvements. Education BSc Honours Degree in Sociology and Gender Development Studies - Women’s University in Africa (Zimbabwe) LCCI Diploma in Marketing – Speciss College International Certificate in Computer Studies – Speciss College Interests Women’s affairs advocacy, public awareness and educational initiatives, public health awareness, research, and travel. References Farai Mafunga Powertel Communications Pvt Ltd,- Belindah Mandizah Wiremit Money Transfer,-/- Valentine Muhamba Mediconnect Pharmaceuticals Pvt Ltd,-