Brenda Musabaeka
Harare
Summary
Dynamic professional with a robust background in customer interactions and service solutions, dedicated to enhancing customer satisfaction and loyalty. Expertise in conflict resolution, communication, and problem-solving drives effective outcomes in challenging situations. A collaborative team player, adaptable to evolving needs, consistently focused on achieving results through efficient and empathetic service delivery. Recognized for reliability and a proactive approach to aligning with customer and organizational objectives.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
OmniContact
08.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed orders accurately using CRM software to enhance customer satisfaction.
- Collaborated with team members to streamline service processes and improve response times.
- Manage inbound and outbound calls efficiently.
- Provide detailed product and service information, ensuring accurate responses to client needs.
- Upsell products and services, meeting sales targets while maintaining customer satisfaction.
- Compile detailed reports on customer interactions and trends to support organizational goals.
REMOTE EXAM PROCTOR (CASUAL CONTRACTOR)
OMNICONTACT BPO SERVICES (PRIVATE) LIMITED
08.2023 - 07.2024
- Exam invigilation
- Put candidates at ease and make efforts intended to ensure they have a comfortable and flawless testing experience
- Ensure check in and security screening has been completed as defined by Prometric’s processes and procedures
- Provide candidate with information regarding their exam
- Control test area by maintaining a working knowledge of policies practises and procedures
- Recognize potential suspicious activities as well as automated alerts occurring while monitoring multiple candidates
MARKETING INTERN
GETBUCKS MICROFINANCE BANK CHIREDZI
04.2021 - 03.2022
- Market the company products (field, online, calls and text messages)
- Record sales in the sales daily register (excel)
- Introduce the mobile banking app to customers
- Facilitate the granting of loans to clients
- Capture loans into the system
- Submitting names of clients to SSB and Pensions office for approval
- Filing loan applications and Facilitated bank to wallet transactions
- Assisted in opening bank accounts
VIRTUAL CALL CENTER AGENT
CASSAVA SMARTECH
01.2019 - 12.2019
- Register new customers through telephone
- Customer education and responding to customer queries.
- On-boarding customers on to EcoSure personal accident cover and hospital cash back plan
- Telesales of EcoSure Promotional Campaigns
Education
Customer Service Representative Training -
OMNICONTACT BPO SERVICES (PRIVATE) LIMITED
Advanced Level (Zimsec) Commercials -
Chiredzi Government High School
Chiredzi12-2017
Ordinary Level (ZIMSEC) -
Chiredzi Government High School
Chiredzi12-2015
Certificate - Customer Experience Professional
Chartered Institute of Customer Management
Harare, Zimbabwe09-2025
Bachelor of Commerce Honours Degree - Marketing Management
Great Zimbabwe University
Masvingo, Zimbabwe12-2022
Skills
- Microsoft Office (MS Word, Excel, PowerPoint)
- Excellent written and verbal communication skills
- Ability to work independently or as part of a team
- Strong organizational skills and the ability to adhere to company procedures and deadlines
- Able to handle change and adapt to new situation
- Professional attitude and a strong work ethic
- Digital support etiquette
- Emotional intelligence
- Excellent customer service
Timeline
Customer Service Representative
OmniContact
08.2023 - Current
REMOTE EXAM PROCTOR (CASUAL CONTRACTOR)
OMNICONTACT BPO SERVICES (PRIVATE) LIMITED
08.2023 - 07.2024
MARKETING INTERN
GETBUCKS MICROFINANCE BANK CHIREDZI
04.2021 - 03.2022
VIRTUAL CALL CENTER AGENT
CASSAVA SMARTECH
01.2019 - 12.2019
Customer Service Representative Training -
OMNICONTACT BPO SERVICES (PRIVATE) LIMITED
Advanced Level (Zimsec) Commercials -
Chiredzi Government High School
Ordinary Level (ZIMSEC) -
Chiredzi Government High School
Certificate - Customer Experience Professional
Chartered Institute of Customer Management
Bachelor of Commerce Honours Degree - Marketing Management
Great Zimbabwe University