RUTENDO CHITATA
REMOTE CUSTOMER SERVICE SPECIALIST
Location: Harare, Zimbabwe | Cell: - | Email:-Committed to Delivering Exceptional Customer Support and Satisfaction Virtually
A detail-oriented and results-driven Remote Customer Service Specialist with
HIGHLIGHTS
extensive experience, delivering exceptional customer support in a virtual
environment. Driven to implement efficient customer service processes, streamline
customer support, and devise innovative solutions for customer inquiries.
Exceptionally adept in utilizing various communication channels, including email, chat,
and phone, to assist customers with product inquiries, technical issues, and account
management. Known for maintaining a positive and empathetic attitude, resulting in
high customer satisfaction ratings. Adept at utilizing various customer service
software and CRM systems to provide prompt and accurate resolutions. Committed
➡️ Highly Customer Service Pro
➡️ Immense Collaboration Capabilities
➡️ Passion - Driven - Full of Big Ideas
➡️ Dedicated To Exceeding Expectations
➡️ Thinking and Planning Strategically
➡️ People-focused Collaborator
➡️ Effective Influencer and Communicator
to driving customer satisfaction and bottom-line growth for the organization.
AREAS OF EXPERTISE
Remote Customer Service Management ~ B2B/B2C Support ~ Knowledge of Company Products and Services ~ Call Centre
Operations Management ~ Customer Engagement ~ Outbound Calling ~ Customer Enquiries Response ~ Customer Problem Solving
~ Customer Feedback Analysis & Solution Offering ~ Client Relationship Management ~ Client Communication Channel Management ~
Key Account Management ~ Social Media Management ~ Chat and Messaging Support ~ Call Center Software and Equipment ~
Sales and Upselling Techniques ~ Data Entry and Management ~ Quality Assurance (QA) ~ KPI Management
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Personal Skills: Team Leadership, Problem Solving and Critical Thinking, Time Management and Prioritization, Adaptability
and Flexibility, Patience and Tolerance, Customer-Centric Mindset, Positive Attitude and Enthusiasm and Teamwork and
Collaboration, Emotional Intelligence and Relationship Building.
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Strong communicator with excellent spoken and written English (Fluent) and Shona (Native).
Proficient use of MS Office Suite (Word, Excel and PowerPoint), G Suite, CRM systems: Hawksoft Agency Portal.
Communication and Collaboration tools: Slack, Microsoft Teams, Google Workspace, Web conferencing tools, Skype and
Zoom.
PROFESSIONAL WORK EXPERIENCE
REMOTE CUSTOMER SUPPORT REPRESENTATIVE
November 2021 - Present
Borderless Solutions, Harare, Zimbabwe
Part of the Borderless Solutions team, a highly regarded Zimbabwean company hailed for its expertise in delivering
remote customer service solutions to esteemed insurance agencies in the United States of America.
Managed a team of remote customer service representatives to provide exceptional customer service and support for
our customers.
Successfully managed a high volume of customer support tickets and consistently met or exceeded the company's
service level agreements (SLAs).
Acting as the primary point of contact for customer support, responding to inquiries and assisting customers with
payment-related matters through inbound and outbound calls.
Skillfully collect and review clients' information, effectively complete insurance applications, and efficiently facilitate
the underwriting process.
Successfully handle the preparation, reviewing, and timely sending out of renewal notices and invitations in
accordance with company guidelines.
Consistently meet and exceed KPIs, maintaining an average customer satisfaction rating of 95% over the past 2
year.
Consistently received positive feedback from customers for providing exceptional service and resolving their issues
effectively.
Increased customer retention rates by 20% by offering tailored solutions to customer problems.
Acquired deep knowledge of the company's products and services, allowing me to provide accurate and
comprehensive support to customers.
Reduced issue resolution time by 15% through efficient ticket prioritization and resource allocation.
Collaborated with cross-functional teams to address complex technical problems, leading to a 20% reduction in
escalations.
Utilized Hawksoft Agency Portal efficiently, ensuring fast and smooth customer service.
Implemented proactive communication strategies to ensure customer satisfaction and addressed customer concerns
with a high level of empathy and professionalism.
Effectively handled multiple customer support inquiries simultaneously, demonstrating strong multitasking and time
management skills.
ACCOUNT EXECUTIVE- TEAM LEADER
January 2020 – October 2021
Capitol Insurance Brokers, Harare, Zimbabwe
Successfully developed and executed innovative sales and marketing strategies, resulting in an increase in business
revenue. Implemented effective techniques to sell insurance plans to new clients and upsell to existing customers,
significantly contributing to the company's financial growth.
Took charge of formulating monthly budgets for the team, ensuring allocation of resources aligned with set targets
and objectives.
Successfully managed a team of claims and underwriting personnel, ensuring efficient handling of client claims and
adherence to underwriting guidelines.
Facilitated effective communication between team members and underwriters, resulting in streamlined processes
and improved client satisfaction.
Designed and implemented a comprehensive service plan for the team, outlining key performance indicators and
goals.
Monitored progress and provided guidance to team members to ensure consistent and exceptional service delivery to
clients.
Demonstrated strong negotiation skills by effectively liaising with underwriters to secure favorable policy terms and
costs for clients.
Negotiated with insurers to obtain the best policies at the most competitive prices, maximizing value for clients.
Presented insurance policies to clients, ensuring they clearly understood and agreed with the terms and conditions.
Maintained strong communication channels with clients, addressing inquiries promptly and providing proactive
updates on policy matters.
Efficiently collected insurance premiums from clients, ensuring timely receipt and following the company's policy for
dealing with non-payments.
Implemented effective strategies to minimize non-payment instances and maintain strong customer payment
compliance.
Kept abreast of changes in the market and clients' industries, staying updated on new regulations, trends, and
developments.
Utilized this knowledge to offer tailored insurance solutions to clients, establishing long-lasting relationships based on
trust and expertise.
ASSISTANT BROKER- UNDERWRITING
January 2013 - December 2019
Capitol Insurance Brokers, Harare, Zimbabwe
Conducted meetings with potential clients to understand their insurance needs and provide them with suitable
coverage options.
Utilized strong interpersonal and communication skills to build rapport and effectively communicate the benefits of
our insurance offerings.
Successfully negotiated with underwriters to obtain the most favorable policies at competitive prices for clients.
Leveraged knowledge of insurance products and market trends to secure the best coverage options that aligned with
clients' needs and budgets.
Ensured effective credit control by monitoring and managing clients' payment terms, ensuring timely payments were
made.
Implemented procedures to minimize credit risks and maintain financial stability for both the company and clients.
Provided expert advice to clients on risk management initiatives, highlighting potential exposures and recommending
suitable insurance solutions.
Assisted clients in understanding their risk profiles and tailored insurance coverage to adequately protect their assets
and mitigate liabilities.
Guided clients on the process of making insurance claims, providing clear instructions and support throughout the
claims submission and settlement process.
Assisted clients in maximizing their policy benefits and ensuring prompt resolution of claims.
.ASSISTANT BROKER- CLAIMS
July 2011 – December 2012
Capitol Insurance Brokers, Harare, Zimbabwe
EDUCATION
Bachelor of Business Studies - Africa University, Mutare, Zimbabwe - 2010
Diploma in Short Term Insurance - Insurance Institute of Zimbabwe - 2011
Certificate of Designation: Certified Qualified Commercial Lines Specialist - Total CSR, Harare, Zimbabwe
REFERENCES
Gerald Kunsamala - General Manager, Capitol Insurance Brokers – Email:-– Cell:
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Norah Zhandah - Managing Director. Borderless Solutions – Email:-– Email: -
Rutendo Munjeri - Human Resources Manager, Borderless Solutions – Email:-–
Cell: -
