Zendesk
CHIEDZA GWATA
Customer Support Subject Matter Expert
Warsaw
Summary
Results-driven Subject Matter Expert with years of experience in customer support, specializing in online betting and gaming. Proven ability to provide expert guidance, resolve complex customer issues, and train support teams to enhance efficiency and customer satisfaction. Adept at collaborating with cross-functional teams to improve processes and drive service excellence.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Subject Matter Expert (SME)
Teleperformance
01.2025 - Current
- Serve as the go-to expert for online betting and gaming within the customer support team, handling escalations and resolving complex issues
- Provide training and mentorship to support agents, improving overall response accuracy and efficiency
- Collaborate with product and engineering teams to communicate customer feedback and drive product enhancements
- Develop and maintain knowledge base articles, FAQs, and training materials to streamline support operations
- Analyze customer interactions and support trends to recommend process improvements and efficiency strategies
- Mentor junior team members, contributing to their professional growth and development.
- Generate reports detailing findings and recommendations.
Customer Support Specialist
Teleperformance Poland
05.2024 - 12.2024
- Responded to customer inquiries via phone, email, and chat
- Resolved technical issues for customers
- Provided support in using products and services
- Recorded inquiries and entering data into the CRM system
- Collaborated with other departments to resolve customer issues
- Monitoring customer satisfaction levels
- Improved service delivery consistency by standardizing response templates for common customer queries.
- Managed a high volume of chats and calls while maintaining excellent quality standards and adhering to established procedures.
Food & Beverage Manager
Queen of Hearts Cafe
04.2020 - 01.2023
- Effectively managed food and beverage cost
- Controlled the food and beverage outlets in terms of wastage, pilferage and efficiency
- Checked food and beverage supplies and placed orders when needed
- Communicated and built strong relationships with vendors
- Checked cost of sales of all F & B outlets and ensured the costs were within budget
- Participated in Back of House (BOH) stock take
- Prepared variance analysis for food and beverage and communicated with the relevant parties
- Prepared monthly food and beverage reports
- Led F&B team
Front of House Supervisor
Horsebox Bar
04.2018 - 04.2020
- Provided customer service and care
- Managed front of house staff
- Handled general enquiries about the café
- Resolved customer complaints and queries
- Educated and advised customers about company's menu
Education
MBA - Business Admistration (Management)
Warsaw University Of Business
Harare, Zimbabwe 10.2023 - 10.2025
Bachelor Of Commerce - Business Management Honours Degree
Midlands State University
Harare, Zimbabwe 01.2020 - 01.2022
Diploma - Applied Business Administration
Trust Academy in Collaboration With Midlands State University
Harare, Zimbabwe 01.2018 - 11.2019
Skills
Training and mentoring
Data analysis
Customer focus
Problem-solving
Teamwork and collaboration
Excellent communication
Software
JIRA
CRM
Microsoft Office
Slack
Timeline
Subject Matter Expert (SME)
Teleperformance
01.2025 - Current
Customer Support Specialist
Teleperformance Poland
05.2024 - 12.2024
MBA - Business Admistration (Management)
Warsaw University Of Business
10.2023 - 10.2025
Food & Beverage Manager
Queen of Hearts Cafe
04.2020 - 01.2023
Bachelor Of Commerce - Business Management Honours Degree
Midlands State University
01.2020 - 01.2022
Front of House Supervisor
Horsebox Bar
04.2018 - 04.2020
Diploma - Applied Business Administration
Trust Academy in Collaboration With Midlands State University
01.2018 - 11.2019
Similar Profiles
Jorge BecerrilJorge Becerril
Business Manager at TeleperformanceBusiness Manager at Teleperformance
ASMITA BAGULASMITA BAGUL
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
MOHAMMAD MINAJMOHAMMAD MINAJ
Operations Team Leader at TeleperformanceOperations Team Leader at Teleperformance