TAKUNDA CHINYERERE
Customer Support Specialist
-
TC
q linkedin.com/in/takunda-chinyerere
EXPERIENCE
SUMMARY
Customer Support Specialist
Dedicated and customer-focused support professional
with 4+ years of experience delivering top-notch
service via phone, email, and chat for ultimate customer
satisfaction. Proven track record of resolving complex
issues, improving customer satisfaction, and
contributing to team success. Strong problem-solving
skills and ability to quickly adapt to new technologies.
Proficient in utilizing various support tools such as
Salesforce, Click-Up, and Zoho to streamline
communications and facilitate issue resolution.
Dedicated to identifying customer needs and delivering
effective solutions to all problems. Excellent time
management skills combined with a superior knowledge
of the customer service industry.
DentalHQ
01/2022 - Present
North Carolina, Remote
• Respond to customer inquiries via phone, email, and chat, averaging 50+ inquiries
daily, resolving 90% of issues on the first contact
• Manage all Support tickets via Salesforce
• Utilize problem-solving skills to address complex product/service issues,
escalating when necessary
• Collaborate with internal teams (Sales, Tech, and Product) to resolve customer
concerns and improve processes
• Develop and implement customer support training materials, resulting in a 30%
increase in productivity among junior support staff
• Consistently meet or exceed monthly customer satisfaction (CSAT) and first
response time (FRT) targets
• Contribute to knowledge base development and sharing best practices with the
team
• Implemented a new customer feedback system, resulting in a 20% increase in
positive customer reviews
• Develop and maintain company knowledge base and troubleshooting guides,
reducing average ticket resolution time by 15%
• Provide first-line technical support for over 500 customers
• Increased customer retention by 25% through implementation of customer loyalty
programs
• Reduced ticket resolution time by 30% through optimization of support processes
• Documenting processes and monitoring application performance metrics
Customer Support Representative
KEY ACHIEVEMENTS
Resolved 90% of inquiries on first contact,
improving customer satisfaction significantly.
01/2020 - 12/2021
Enhanced Staff Training
Increased junior support staff productivity by
30% with new training materials.
Boosted Customer Feedback
Implemented feedback system leading to a 20%
rise in positive reviews.
Creative Element
Harare, Zimbabwe
• Handled customer calls, emails, and chats, resolving issues and providing product
information
• Utilized CRM software (Zoho) to manage customer interactions and track issues
• Participated in quality assurance programs, achieving an average quality score of
95%
• Resolved technical issues related to the company's product and services,
maintaining a 95% resolution rate
• Collaborated with cross-functional teams, including Engineering and Product
Management, to address customer issues and provide feedback for product
improvements
• Assisted clients with product inquiries, onboarding and training processes, and
issue resolution, achieving a 95% customer satisfaction rating
• Analyzed and reported customer feedback and recommended process and
product improvements to senior management
• Working with Jira, utilizing it to manage projects, track issues, and collaborate
with teams
• Collaborated with cross-functional teams to facilitate issue resolution and
improve product offerings
• Handled up to 40 customer support calls per day, with over 90% of calls resolved
on the first call
• Developed and maintained positive customer relationships through active
listening and personalized service
• Maintained accurate records of customer interactions and feedback, contributing
to the development of new internal policies and procedures
• Assisted with the development and roll-out of a new client portal, resulting in
increased customer satisfaction and reduced support volume
Improved Inquiry Resolution
Optimized Support Processes
Reduced ticket resolution time by 30%,
enhancing efficiency significantly.
LANGUAGES
English
Native
SKILLS
Customer Satisfaction
ClickUp
Salesforce
JIRA
CRM Software
Microsoft Office
Zoho
Tech Savvy
EDUCATION
Bachelor's Degree in Information Technology
Chinhoyi University of Technology Chinhoyi
2015 - 2018
www.enhancv.com
Chinhoyi
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