Tanyaradzwa Mellania Hamandishe

17/11/2022 – 31/05/2023
Rolls-Royce Contract

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions using ServiceNow platform to create incidents and raise requests.
• Delivered exceptional customer service by prioritizing emergency issues, developing and employing workarounds to solve problems expeditiously.
• Performed troubleshooting and gave instructions to customers on how to use business-specific programs such as F5, Citrix, Outlook, Teamcenter and RSA Console.
• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.

05/06/2023 - Current
National Savings and Investments Contract

• Performing troubleshooting and giving instructions to customers on how to use business-specific programs such as Thaler, Prize Draw System, Globalscape, Active Directory and JIRA.
• Enhancing customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
• Reducing operational costs with thorough analysis of vendor performance metrics and contract negotiations.

• Monitored approximately 500 machines during operation to detect sounds of malfunction and adjusted machines to eliminate problems.
• Calibrated, tested, and adjusted machine settings in preparation for production operations.
• Collaborated with team members to optimize production processes and improve overall performance.
• Provided feedback on equipment performance issues, enabling engineers to develop effective solutions for recurring problems.
• Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Provided coaching and mentoring to new hires, contributing to their successful integration into team.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered approximately 25 customer telephone calls promptly to avoid on-hold wait times.