Experience

• 

  Zesa holdings

  Sept 2011 - Aug 2012

  Intern - marketing
• 

  Steward bank

  Oct 2013 - now

  Brand Management CSICommunications Events ManagementDigital Marketing • Customer Voice Analysis – Internal and External Customer Surveys• Contact Centre Operations • Retail Channels Experience and process improvement• Customer Research• Customer Experience Audits • Customer Experience design Customer Health scoring• Customer Experience training • Reporting Inbound Contact Centre Metrics • Shift Monitoring• Query Tracking• Workforce Management (Scheduling and ensuring Adherence to Schedules for Team Members)• Quality Monitoring and Evaluation• Social Media Monitoring (Twitter, Facebook and Live Chat) and Customer Service email monitoring.• Product Knowledge assessment for team members • Identify and satisfy customer needs in line with customer service and company policy.• Answer and resolve queries within service turnaround times.• Document queries that have a longer turnaround time and ensure resolution within promised turnaround time.• Follow up and feedback to clients be done within given time frame • Record customer feedback on performance of products • Sales promotion through consumer education on new products.

  • Marketing Officer

    Mar 2018 - now

  • Customer Experience Supervisor

    Oct 2016 - Feb 2018

  • Team Leader - Contact Centre Operations

    Jun 2015 - Oct 2016

  • Contact Centre Agent - Customer Experience

    Oct 2013 - May 2015