Nokutenda Katikiti
Warsaw,14
Summary
Results-driven Customer Service professional with 3+ years of experience in high-volume support environments. Proven track record in handling customer inquiries, complaints, and escalations with efficiency and professionalism. Fluent in English and Portuguese, offering a strong advantage in supporting diverse, international customers and resolving issues across language barriers. Recognized for maintaining high customer satisfaction, meeting KPIs, and delivering consistent, high-quality service in fast-paced corporate settings.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
year of professional experience
Work History
Customer Service Representative
Movitel
10.2024 - 02.2025
- Handled customer inquiries related to services, bookings, and account support
- Assisted with account changes, cancellations, and troubleshooting service issues
- Provided professional support across phone, email, and chat channels
- Managed multiple customer interactions simultaneously in a fast-paced environment
- Maintained a positive, empathetic, and professional communication style
Customer Care Specialist (Helpline)
Vodacom Mozambique
03.2025 - 02.2026
- Managed escalated customer complaints via email and support platforms, ensuring timely and effective resolution
- Delivered high-quality support by resolving complex service-related issues with a solution-oriented approach
- Maintained detailed and accurate records of customer interactions in CRM systems
- Collaborated with internal departments to resolve issues efficiently and improve service delivery
- Consistently achieved KPIs, including response time, resolution rate, and customer satisfaction metrics
Education
Computer Engineering
Vistula University
Stokłosy 3, 02-787 Warszawa, Mazowieckie, Poland.04-2026
Skills
- Customer Support & Complaint Resolution
- Escalation Handling & Case Management
- Bilingual Communication (English & Portuguese)
- CRM & Ticketing Systems
- Problem-Solving & Conflict Resolution
- Multitasking in High-Volume Environments
- Team Collaboration & Cross-Functional Support
- Time Management & Attention to Detail
- Microsoft Excel
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
Languages
English – Fluent
Portuguese – Fluent
Bilingual Strength: Able to communicate effectively with a diverse, international customer base, improving customer experience and enabling efficient resolution of issues across language barriers.
Timeline
Customer Care Specialist (Helpline)
Vodacom Mozambique
03.2025 - 02.2026
Customer Service Representative
Movitel
10.2024 - 02.2025
Computer Engineering
Vistula University