Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Software
Timeline
BACKGROUND SUMMARY
33
Mecyline Dziwa

Mecyline Dziwa

Harare

Summary

I am a motivated individual with experience in customer service and sales. I am skilled in building customer relationships and understanding customer needs. I have strong communication and interpersonal skills for providing superior customer service. I am also knowledgeable about selling in B2C environments leveraging exceptional customer relations experience to win new customers. Skilled at demonstrating products and closing sales with tenacious and driven approach. Talented networker with expertise in cold calling, strategic planning and task prioritization focused on maximizing efficiency and sales success.

Overview

8
8
years of professional experience

Work History

Call Center Customer Service Representative

Premier Services Medical Aid Society(PSMAS)
05.2023 - Current
  • Routing calls to different sections
  • Generation of marketing leads and conversions
  • Handling quires on email. Facebook, twitter, website, linked in and whatsapp
  • Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Calculating correct order totals, updated accounts, and maintained detailed records for inventory management.
  • De-escalating and resolving customer complaints with punctual, polite and professional service.
  • Generating leads and conversions through cold calls and referrals.
  • Responded to member requests for products, services, and company information.
  • Promptly responding to inquiries and requests from prospective members.
  • Documenting, detailing calls and complaints using call center's CRM database.

Digital Platforms and Contact Centre Graduate Trainee

Premier Services Medical Aid Society
05.2021 - 04.2023
  • Social Media Management of all social media platforms.
  • Responding to member queries logged through WhatsApp, Facebook, twitter, linked in, google my business and website
  • Ran monthly Social Media Competitions
  • Supported departmental tasks to increase understanding of industry processes.
  • Designed and presented social media campaign ideas.
  • Created engaging content for Facebook, twitter, linked in, Instagram.
  • Prepared weekly updates and reports to track growth and success rates of marketing campaigns.
  • Tracked social media trends and adapted to attract target follower demographic.
  • Tracked and analyzed web analytics to recommend proactive adjustments to strategies.
  • Assisted in managing corporate social media channels.
  • Assisted in creating written, video, and image content for marketing channels.
  • Developed and deployed content marketing strategies to improve organic search traffic.
  • Implemented pay-per-click campaigns to increase website traffic and conversions.
  • Conducted market research and competitor analysis to inform search marketing strategies.
  • Designed paid client ads for use on diverse social media platforms.

Sales and Marketing Officer

Pathfinder Driveways and Construction/Pavereg Construction & Bricks
06.2020 - 03.2021


  • Resolving different client queries complaints
  • Social Media Management for all social media platforms
  • Content Creation for social media platforms
  • Attending Tender Sessions.
  • Planning of marketing exhibitions.
  • Site Visits for new and prospective clients
  • Generating and following up of marketing leads
  • Preparing Quotations for prospective clients.
  • Cultivated and maintained strategic alliances with key partners and vendors.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Managed accounts to retain existing relationships and grow share of business.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • conducted marketing research for new product development.

Sales Representative

Take n Tile (Bathroom Boutique Mutare)
06.2019 - 05.2020


  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Developed, maintained and utilized diverse client base.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Contributed to event marketing, sales and brand promotion.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Built diverse and consistent sales portfolio.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.

Public Relations Intern / Switchboard Operator

Air Zimbabwe Private Limited
09.2017 - 08.2018


  • Updating Company Social Media Pages
  • Advert Tracking
  • Planning and Participation in Corporate Events
  • Booking and Administering Educational Tours
  • Documentation, filling and archiving company adverts, media reports, press releases and audio-visual reports
  • Compiling and writing articles for the magazine
  • Compilation of Departmental reports
  • Coordinated media events, photo opportunities and press interviews to drive client engagement.
  • Maintained and updated media contact lists and databases for ease of access.
  • Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.
  • Monitored media coverage and produced detailed reports to analyze impact of PR efforts.
  • Produced and distributed brochures, newsletters and press kits.
  • Supported public relations managers with writing, researching and preparation of materials
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Answered calls on 3 ring and engaged customers with friendly, professional demeanor.
  • Created and maintained company phone directory with current extensions and staff information.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.

Media Research Intern

Media Monitoring Projects of Zimbabwe
05.2017 - 09.2017
  • News Trends Analysis
  • Data Archiving
  • Advert Tracking
  • Report Writing


Education

Master of Science - Strategic and International Marketing

University of Zimbabwe
Harare, Zimbabwe
07-2025

Bachelor of Arts - Media and Cultural Studies

Great Zimbabwe University
Masvingo, Zimbabwe
06-2019

High School Diploma -

St Dominics High School
Mutare, Zimbabwe
11-2014

High School Diploma -

St Dominics High School
Mutare
11-2012

Skills

  • Customer service
  • Client account management
  • Customer needs assessment
  • Customer relationship building
  • Customer relations
  • Client service
  • B2B and B2C sales
  • Sales presentations
  • Customer experience enhancement
  • Social media marketing
  • Product lifecycle management
  • Proficient in data interpretation
  • Media relations
  • Managing event logistics
  • Data-driven marketing analysis
  • Email and direct mail marketing
  • Social media marketing proficiency
  • Strategic market analysis

Affiliations

Marketers Association of Zimbabwe (MAZ)

Languages

English
Full Professional

Software

MICROSOFT EXCEL

MICROSOFT WORD

POWER BI

AVAYA CONTACT CENTER SYSTEM

ADOBE PHOTOSHOP

ADOBE INDESIGN

SQL

PASTEL

COREL DRAW

Timeline

Call Center Customer Service Representative

Premier Services Medical Aid Society(PSMAS)
05.2023 - Current

Digital Platforms and Contact Centre Graduate Trainee

Premier Services Medical Aid Society
05.2021 - 04.2023

Sales and Marketing Officer

Pathfinder Driveways and Construction/Pavereg Construction & Bricks
06.2020 - 03.2021

Sales Representative

Take n Tile (Bathroom Boutique Mutare)
06.2019 - 05.2020

Public Relations Intern / Switchboard Operator

Air Zimbabwe Private Limited
09.2017 - 08.2018

Media Research Intern

Media Monitoring Projects of Zimbabwe
05.2017 - 09.2017

Master of Science - Strategic and International Marketing

University of Zimbabwe

Bachelor of Arts - Media and Cultural Studies

Great Zimbabwe University

High School Diploma -

St Dominics High School

High School Diploma -

St Dominics High School

BACKGROUND SUMMARY

  • -Experience on working on own initiative.
  • -Able to prioritize and organize work load
  • -Excellent computer literacy
  • -Able to work with minimum supervision

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