Rudairo Changara
Fort Lee,New Jersey
Summary
Dedicated Customer Service professional and Social Media Specialist with knowledge of service delivery and proven multitasking abilities. Enthusiastic and motivated individual who is passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
8
8
years of professional experience
Work History
Social Media Support Specialist
Premiere Response, North Bergen
North Bergen , NJ
2023.05 - Current
- Monitored and managed social media platforms (Facebook, Twitter, Instagram, Tiktok) to promptly respond to customer inquiries, complaints, and feedback
- Provided personalized and empathetic responses to customer queries, ensuring customer satisfaction and retention
- Collaborated with cross-functional teams to resolve complex customer issues and escalate critical matters to appropriate departments
- Created and implemented social media guidelines and best practices, ensuring consistent brand voice and messaging
- Generated monthly reports on social media performance, tracking customer sentiment, engagement, and key metrics
- Conducted social media listening to identify emerging trends, customer preferences, and competitive insights.
Customer Service Representative
Premiere Response| North Bergen
2021.03 - 2022.12
- Assisted customers via phone, email, and live chat, addressing inquiries, and providing product information
- Maintained accurate and detailed customer records, ensuring seamless communication across multiple channels
- Resolved customer complaints and issues in a timely and professional manner, ensuring customer satisfaction and loyalty
- Collaborated with other team members to improve customer service processes and implement effective solutions
- Achieved and consistently exceeded performance targets, including call resolution time and customer satisfaction metrics.
Cash Logistics Manager
Mukuru.com
Harare , Harare
2017.02 - 2019.10
- Mukuru is a financial services company specializing in online remittances operating over 200,000 locations across many countries in Africa . Duties included:
- Managing a team of 20-30 tellers across different locations and cities responsible for handling cash and liaising with Corporate office in Cape Town about various work applications and logins.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Resolved problems, improved operations and provided exceptional service.
- Maintaining monetary transaction reports and prepared monthly cash reconciliation and cash activity reports for submission to senior management.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Bank Teller
Mukuru.com
Harare , Harare
2016.02 - 2017.01
- Receiving and processing bank transactions accurately.
- Exceptional time management, communication and customer service skill.
- Excellent communication skills, both verbal and written.
Education
Bachelor's Degree - Law
10.2019
Skills
- Proficient in social media management tools (Sprout Social, Sprinklr) and analytics platforms (Google Analytics, Facebook Insights).
- Strong understanding of social media platforms, algorithms, and best practices.
- Excellent written and verbal communication skills.
- Exceptional problem-solving and conflict resolution abilities.
- Detail-oriented and highly organized, with the ability to multitask and prioritize effectively.
- Strong customer service mindset and ability to empathize with customers.
- Data Collection
- Zendesk
- Valatari
- Salesforce
- Social media moderating
- Live chat support
References
References:
Available upon request.
Timeline
Social Media Support Specialist - Premiere Response, North Bergen
2023.05 - Current
Customer Service Representative - Premiere Response| North Bergen
2021.03 - 2022.12
Cash Logistics Manager - Mukuru.com
2017.02 - 2019.10
Bank Teller - Mukuru.com
2016.02 - 2017.01
University of South Africa - Bachelor's Degree, Law
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