TANATSWA MAPUNGWANA | VIRTUAL ASSISTANT | Customer Operations Specialist & Admin
-- Harare
www.linkedin.com/in/tanatswa-mapungwana-b6a100202
PROFESSIONAL SUMMARY
I’m a Customer Operations Specialist with 3+ years of experience in banking, financial administration,
and operational support. I help businesses deliver efficient, reliable, and customer focused operations
through strong client support and process improvement. I manage customer interactions, streamline
workflows, and keep operations running smoothly bringing accuracy, efficiency, and a customer -first
approach to every task.
SKILLS
•
•
•
•
•
•
Email Support
HubSpot
Bookkeeping
Freshdesk
Calendar Management
Lead management
Asana
Customer Onboarding & Support
Virtual Assistance
Customer Service
Google workspace
Microsoft Office
WORK EXPERIENCE
Administrative Assistant | Bereka Investments | July 2025 – Current
• Managed full-cycle bookkeeping and payroll for a team of 15 employees.
• Implemented a digital filing system, cutting document retrieval time by 80%.
• Developed performance-tracking KPIs to guide team objectives and operational efficiency.
• Compiled end-of-month financial statements for accurate management reporting.
• Supported strategic planning by preparing data for management reviews and decision-making.
• Coordinated all office operations, vendor relations, and client liaison duties.
• Utilized Onfleet tracking to monitor deliveries and maintain client satisfaction.
• Provided direct administrative support to senior management and recruitment processes.
Bank Teller | Old Mutual (CABS) | Harare | March 2023 – October 2024
• Processed high-volume customer transactions with 100% KYC/AML compliance.
• Resolved 90% of customer inquiries independently at first point of contact.
• Cross-sold banking products, contributing to a 10-20% uptake increase.
• Analyzed customer needs to recommend tailored financial products and services.
• Executed cash management and reporting duties within strict regulatory frameworks.
• Balanced cash drawers daily, maintaining precise financial records.
• Maintained flawless audit readiness through meticulous procedural adherence.
Back Office Administrator | Old Mutual (CABS) | Harare | April 2021 – February 2022
• Prepared KYC/AML and audit documentation, ensuring 100% regulatory compliance.
• Reduced data entry errors by 15-25% through diligent verification.
• Captured and verified customer data in core banking systems.
• Applied strategic management principles to improve back-office workflow processes.
• Liaised between front and back-office teams to resolve transaction discrepancies.
• Supported account opening, loan processing, and transaction reconciliation.
• Maintained compliant physical and electronic records management systems.
EDUCATION & PROFESSIONAL CERTIFICATIONS & MEMBERSHIPS
• Master of Science in Strategic Management | Chinhoyi University of Technology | 2025
• B.Sc. Hon Degree in Business Management & Entrepreneurship | Chinhoyi University of Technology | 2022
TANATSWA MAPUNGWANA | Virtual Assistant |Customer Support Specialist & Admin
