Takudzwa Mupaya

Takudzwa​ Mupaya Virtual Assistance & Customer Support Specialist ㅡ Professional Summary -- Adaptable customer support and virtual assistance professional with 3+ years of experience in ticketing systems, CRM platforms, stakeholder communication, and administrative coordination. Proven expertise in resolving complex customer queries (email/chat), managing cross-departmental escalations, and executing end-to-end administrative operations. Combines technical proficiency (IT support, invoicing) with conflict resolution skills to drive customer satisfaction and operational efficiency. ㅡ Experience Yellow Card Financial / Customer Support Specialist (email/chat) JULY 2024 - APRIL 2025, LUSAKA Resolved 50+ daily customer queries via email, mapping resolution workflows for transaction delays, withdrawals, and account security. - Collaborated with CS departments to streamline ticket creation, reducing resolution time by 20%. - Escalated critical bug reports to dev teams and tracked resolutions, ensuring 95% SLA compliance. - Mitigated security risks by handling fraudulent activity claims (scams/TDR) and enforcing protocol compliance. AfricaWorks Coworking / Community Associate DECEMBER 2022 - JUNE 2024, LUSAKA Delivered front-desk management, customer service, and IT troubleshooting for 200+ members. - Onboarded 50+ new clients, managing contracts, invoicing, and CRM updates. - Executed inventory procurement, event coordination, and social media outreach, boosting engagement by 30%. - Provided virtual administrative support (scheduling, communications, data entry) for community operations. The ZIG Group LLC / Content Strategist/Copywriter March 2020 - January 2022, Lusaka Coordinated with marketing teams** to develop content roadmaps, scripts, and website copy. ㅡ Education Gideon Robert University / Diploma Counseling & Psychology, 2019 Skills: Conflict resolution, empathy Google UX Design Certificate 2024 Relevant coursework: User-centric problem-solving Reuters Digital Journalism Certification (2023) Emphasis: Communication ethics, clarity - Elements of AI, University of Helsinki (2023) - Fundamentals of Digital Marketing, Google (2019) - Design Thinking, Copperbelt University (2018) ㅡ Skills Technical Proficiencies: CRM Systems • Ticketing Platforms (e.g., Zendesk) • Microsoft 365 • IT Troubleshooting • Social Media Management - Administrative Expertise: Calendar Management • Travel Coordination • Invoicing • Data Entry • Inventory Procurement • Event Planning - Customer Success: Query Resolution • Conflict De-escalation • Security/Scam Protocols • SLA Compliance • Onboarding • Email/Chat Support