Summary
Overview
Work History
Education
Skills
SWOT ANALYSIS
Timeline
Generic

MELODY ZIZHOU

Summary

Encouraging professional and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

11
11
years of professional experience

Work History

Customer Care Representative

NetOne Cellular
03.2022 - Current
  • Establishing and maintaining profitable relationships with customers on behalf of the organization through ensuring that all customer requirements are completely, timely and amicably solved in a way that adds value to both the customer and organization
  • Formulating departmental policies and procedures for approval by the board.
  • Training on Customer services as well as marketing within the organization
  • Presenting and discussing NetOne products and services to current and prospective customers in a way that conveys an image of quality, integrity, superior understanding and delivery of customer needs;
  • Communicating with all departments and Shop Supervisor by updating them regularly on sales and customer care issues;
  • Compiling, capturing and maintaining all required paperwork, records, documents and hence organizing workflow to meet customer deadlines;
  • Complying with set systems and procedures outlined in the company manual and participating as a key team player by supporting needed operations;
  • Collecting market intelligence and provides support to marketing campaigns

Client Relationship Officer

Integrated Properties
04.2017 - 06.2019
  • Operating the switchboard and manning the reception area
  • Marketing of company products to new clients and upselling to existing clients
  • Building and maintaining relationships with clients and key personnel within customer companies
  • Conducting business reviews to ensure clients are satisfied with company products and services
  • Alerting the sales team of opportunities for further sales within key clients
  • Working closely with other members in the Marketing Department and other departments in the company
  • Escalating and resolving areas of concern as raised by clients
  • Carrying out customer satisfaction surveys and reviews
  • Monitoring company performance against service level agreements and flagging potential issues
  • Passing leads and following up on progress
  • Liaising with internal departments to ensure client needs are fulfilled effectively
  • Preparing marketing budgets
  • Creating and updating customer database

Loans officer

Untu Microfinance
02.2015 - 03.2017
  • Marketing of company products to new and existing clients and markets
  • Interpretation of business financial statements and risk analysis
  • Follow up on accounts in arrears
  • Retaining existing clients
  • Marketing research

Administration Assistant

Export Trading Group Zimbabwe
06.2014 - 12.2014
  • Basic office administration: filing and handling mail
  • Coordinating staff meetings and diarizing appointments
  • Creating and maintaining client database
  • Maintenance of cash disbursement register
  • Preparing field registration forms
  • Processing depot and field staff requirements
  • Ordering and procuring office and field supplies
  • Asset management and allocation to staff

Administrator

Thermoplastics Industries
05.2014
  • Recording all business transactions on a day-to-day basis
  • Receiving payments from customers
  • Banking money from customers
  • Procure raw material
  • Receiving all raw material at the factory
  • Making payments to suppliers
  • Looking for new suppliers
  • Making follow ups on customers and suppliers

Education

Master of Science - Strategic Management

01.2023

Diploma - Customer Services

Alison Institute
01-2021

Key Account Management

Marketers Association Of Zimbabwe
05-2017

Bachelor of Business Studies Honors Degree - Marketing

University Of Zimbabwe
01.2013

Skills

  • Customer service- building and maintaining relationships
  • Strategy formulation and implementation
  • Recordkeeping and file management
  • Good communication and interpersonal skills at all levels
  • Flexible team player
  • Ability to think strategically and critically
  • Self-driven and can work under minimum supervision

SWOT ANALYSIS

Strengths

  • Passion,skill and experience in the Customer services field
  • Ability to formulate strategies at ay level and implementation
  • Ability to create and maintain professional relationships at all levels.
  • Willingness to learn new things and ability to adapt to new environments


Weaknesses

  • Lack of exposure to other environments outside the region.


Opportunities

  • Availability of more practical and theoretical information to advance knowledge in the customer services management filed


Threats

  • Evolving technologies in the customer services field which we need to keep up with

Timeline

Customer Care Representative

NetOne Cellular
03.2022 - Current

Client Relationship Officer

Integrated Properties
04.2017 - 06.2019

Loans officer

Untu Microfinance
02.2015 - 03.2017

Administration Assistant

Export Trading Group Zimbabwe
06.2014 - 12.2014

Administrator

Thermoplastics Industries
05.2014

Master of Science - Strategic Management

Diploma - Customer Services

Alison Institute

Key Account Management

Marketers Association Of Zimbabwe

Bachelor of Business Studies Honors Degree - Marketing

University Of Zimbabwe
MELODY ZIZHOU