Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Munashe Charuma

Munashe Charuma

Warsaw

Summary

Enthusiastic and passionate Customer Service Representative with over 3 years of experience delivering high-quality B2C support via email, live chat, phone, and in-person interactions. Proactive problem-solver with strong critical thinking skills and a proven track record of meeting service-level agreements (SLAs) and exceeding customer satisfaction targets. Quick learner with excellent attention to detail, adaptable in dynamic environments, and committed to fostering positive customer relationships and cross-functional collaboration. Eager to contribute to the team's success in accomplishing company objectives.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

OpsTalent Spólka Z O.o. Sp. K.
02.2022 - 08.2023
  • Handled an average of 8 live chats and 10+ email inquiries per hour from B2C customers, ensuring prompt and accurate responses within defined SLAs.
  • Investigated and resolved customer inquiries and complaints with a 96.5% customer satisfaction rating, proactively preventing repeat issues.
  • Managed customer cases using LiveChat's integrated ticketing system, ensuring accurate tracking and resolution within SLAs.
  • Delivered empathetic and personalized solutions, strengthening customer retention and building lasting relationships.
  • Clarified customer issues and determined root causes, contributing to product troubleshooting and improvements.
  • Participated in team meetings and dynamic training sessions, continuously improving product knowledge and support skills.
  • Tracked and documented service cases accurately, updating CRM systems to maintain detailed customer records.

Cashier

Big Palm Nursery
02.2021 - 09.2021
  • Greeted and assisted 50+ daily customers, delivering exceptional service and addressing transaction concerns.
  • Assisted customers with returns, refunds, and discrepancies, resolving 95% of cases on the first contact.
  • Stocked, tagged, and displayed merchandise, contributing to store presentation and sales.
  • Identified and resolved discrepancies and errors in customer accounts, ensuring transaction accuracy.

Customer Service Officer

Bata Shoe Company Limited
03.2020 - 12.2020
  • Assisted over 40 customers daily with a positive attitude, maintaining a 95% customer satisfaction rating.
  • Escalated critical customer issues to supervisors promptly, preventing revenue loss and policy cancellations.
  • Delivered clear product and service information, contributing to a 10% increase in upsell conversions.
  • Provided company policies and support via phone, email, and online chat, resolving 90% of inquiries on the first contact.
  • Addressed and resolved customer complaints, reducing dissatisfaction rates and improving retention by 8% during my tenure.

Education

Bachelor Of Computer Science - Engineering (Pre-Engineering)

Vistula University
Stokłosy- Warsaw- Poland
03.2025

Associate Of Science - A Level

Waddilove High School
Marondera - Zimbabwe
11.2019

O Level - Science Education

Rusununguko High School
Ruwa - Zimbabwe
11.2017

Skills

  • Enhancing customer satisfaction
  • Technical troubleshooting
  • Critical thinking and problem-solving
  • Attention to detail
  • Effective multitasking
  • Online chat and email support
  • English Fluency
  • SLA adherence
  • Ticketing systems (LiveChat)
  • Collaborative teamwork

Languages

English
Native Speaker

Timeline

Customer Service Representative

OpsTalent Spólka Z O.o. Sp. K.
02.2022 - 08.2023

Cashier

Big Palm Nursery
02.2021 - 09.2021

Customer Service Officer

Bata Shoe Company Limited
03.2020 - 12.2020

Bachelor Of Computer Science - Engineering (Pre-Engineering)

Vistula University

Associate Of Science - A Level

Waddilove High School

O Level - Science Education

Rusununguko High School

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Munashe Charuma