Summary
Overview
Work History
Education
Skills
LANGUAGES
Hobbies and Interests
Timeline
Generic

Monica Chido Kamutepfa

Warsaw,14

Summary

Accomplished Customer Service Representative with extensive experience in business strategy development, client communication, and contract negotiation. Proven track record in increasing client revenue and market share through innovative strategies and operational optimisation. Adept at identifying problems and providing expert solutions, with a strong background in customer support and technical services. Proficient in quantitative research, programming languages such as Java, Microsoft Power BI, Salesforce CRM, and SQL databases. Holds a Six Sigma Certification and excels in financial analysis, business planning, and digital transformation. Career goal: to leverage expertise in business analysis and operation optimisation to drive organisational success. Experienced with troubleshooting complex technical issues to ensure smooth operations. Utilizes effective communication and problem-solving skills to resolve user concerns promptly. Knowledge of customer service principles and support tools, fostering positive user experiences.

Overview

7
7
years of professional experience

Work History

Phone support specialist

Foundever
06.2024 - 07.2025
  • Provided front-line customer support via inbound calls for a global customer experience company. Resolved customer issues efficiently, maintained high satisfaction ratings, and met performance metrics in a fast-paced call center environment. Skilled in problem-solving, active listening, and using multiple systems to assist customers effectively. Customer Service and Communication .Effectively manage customer inquiries, resolve issues, and ensure satisfaction.Order Management & Processing.Handle customer orders efficiently, ensuring accuracy and timely delivery and maintaining high CSAT. Customer Problem-Solving & Escalation Handling-Address customer complaints, troubleshoot issues, and escalate concerns when necessary.Teamwork & Collaboration ,engage with sales and asset management teams to fulfill customer requirements.

Customer Support Specialist

Econet.zw
12.2020 - 12.2023
  • Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions. Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat. Resolved customer queries over phone and by email. Utilised CRM systems to track customer interactions and history, enabling more personalised support. Monitored social media platforms, responding to customer inquiries and managing public relations aspects

Service technician

Zesa
01.2019 - 11.2020
  • Scheduled initial consultations with customers to identify needs and requirements, prioritising urgent tasks. Installed new technology components, ensuring compatibility with existing systems for clients. Provided technical support and advice to customers, aiding in the selection of appropriate appliances. Collaborated with other service technicians to order parts for customers. Addressed queries and escalated concerns to management to increase customer satisfaction. Liaised with technical team to share information and find ways to improve services. Scheduled appointments and managed workload effectively, maximising productivity.

Education

Bachelors Degree - Bachelor of science in nursing

powiślańska szkoła wyższa
01.2027

Alevel High school diploma - History, Sociology and Divinity

Tynwald high school
01.2022

Olevel high school diploma - undefined

Lydia Chimonyo Girls High
01.2020

Skills

  • Customer service
  • Remote support
  • Support services
  • Customer relationship management
  • Recordkeeping skills
  • Technical assistance
  • Technical troubleshooting
  • Software expertise
  • Hardware troubleshooting
  • Call management
  • Telecommunications
  • Issue resolution
  • Data analysis
  • Problem-solving
  • Organizational skills
  • Attention to detail
  • Teamwork and collaboration
  • Friendly and patient
  • Highly professional
  • Customer communication and empathy
  • Call center operations
  • Customer service expert

LANGUAGES

English — Advances

Hobbies and Interests

Volunteering: Engaged in community service, developing empathy, teamwork, and leadership skills., Reading & Research: Passionate about expanding knowledge in [specific areas, e.g., history, technology], enhancing analytical skills., Sports & Fitness: Active in [specific sport or fitness activity, e.g., running, soccer], fostering discipline, resilience, and teamwork., Creative Pursuits: Involved in [art, music, or writing], encouraging creativity and attention to detail., Travel & Culture: Enjoy exploring new cultures, enhancing adaptability, cultural awareness, and communication skills

Timeline

Phone support specialist

Foundever
06.2024 - 07.2025

Customer Support Specialist

Econet.zw
12.2020 - 12.2023

Service technician

Zesa
01.2019 - 11.2020

Bachelors Degree - Bachelor of science in nursing

powiślańska szkoła wyższa

Alevel High school diploma - History, Sociology and Divinity

Tynwald high school

Olevel high school diploma - undefined

Lydia Chimonyo Girls High

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Monica Chido Kamutepfa