Norman Marowa
Tadeusza Szeligowskiego 8/5,Lublin
Summary
Customer service and IT support professional with extensive experience in telecom user support and technical documentation. Proven ability to communicate effectively and solve problems in high-pressure environments. Demonstrated expertise in handling customer inquiries and providing technical assistance efficiently.
Overview
12
12
years of professional experience
Work History
Customer Support (Remote)
Linkpin Ltd (UK)
Kent, United Kingdom
02.2023 - 12.2025
Oversaw user support and provided essential technical assistance to staff across various departments.
- Coordinated software testing activities and compiled system issues and user feedback for analysis.
- Led the implementation of internal communication platforms, ensuring comprehensive user training.
- Managed user inquiries and effectively resolved troubleshooting requests.
- Produced user guides, FAQs, and streamlined technical documentation for enhanced clarity.
- Administered support records and facilitated system audits for compliance.
Customer Service Representative
Econet Wireless Zimbabwe
Harare
01.2016 - 04.2021
- Managed substantial volumes of customer enquiries via phone and face-to-face interactions.
- Supported customers with billing queries, SIM registration, network issues, and service upgrades.
- Maintained precise customer records and addressed complaints in a professional manner.
- Promoted new products and services, aiding in sales targets and customer retention.
- Established strong relationships with clients while upholding a positive brand image.
Planning officer
City of Harare
Harare
01.2014 - 01.2016
- Spearheaded preparation of planning documentation to streamline processes.
- Oversaw management of flow planning applications lodged, ensuring timely handling.
- Addressed planning appeals and tracked outcomes to enhance decision-making.
Education
BSc - Computer Science
WSEI University
Lublin, Poland2027
Executive Certificate - Project Management, Monitoring & Evaluation
Catholic University of Zimbabwe
2018
BSc Honours Degree - Rural & Urban Planning
University of Zimbabwe
2015
Skills
- Written and verbal communication
- Listening skills with empathy
- Resolution of conflicts and problems
- Handling high-volume inquiries
- Expertise in CRM software
- Support through email, chat, and phone
- Effective time management and multitasking
- Precision in data entry and documentation
- Strategies for customer satisfaction and retention
- Professionalism in stressful situations
Languages
English
Shona
References
- Department of Works, City Planning and Development, 92 Leopold Takawira St, Econet House, Harare, Harare, Zimbabwe, +263 242 329024
- Econet Wireless Zimbabwe (Head Office), 2 Old Mutare Road, Msasa, Harare, Zimbabwe, +263 242 700 000
Interests
Sports, Reading, Technology
Timeline
Customer Support (Remote)
Linkpin Ltd (UK)
02.2023 - 12.2025
Customer Service Representative
Econet Wireless Zimbabwe
01.2016 - 04.2021
Planning officer
City of Harare
01.2014 - 01.2016
BSc - Computer Science
WSEI University
Executive Certificate - Project Management, Monitoring & Evaluation
Catholic University of Zimbabwe
BSc Honours Degree - Rural & Urban Planning
University of Zimbabwe