Simbarashe Ndowa
Evanston,IL
Summary
Experienced and dedicated customer experience professional in the mobile telecoms industry with over ten years of expertise in sales, customer service, and relationship management. Demonstrated leadership abilities as a branch supervisor, along with volunteering as a S.H.E representative and peer educator. Also, a self-made blogger and motivational speaker at https://thechoicefactorsiindowa.wordpress.com/. Agile and adaptable staff leader consistently delivering exceptional results. Known for a motivational approach and positive demeanor, excelling in training employees and implementing organized strategies for daily planning, scheduling, and customer service needs. Forward-thinking mindset and diplomatic communication style focused on maximizing engagement and satisfaction for all stakeholders.
Overview
11
11
years of professional experience
Work History
Retail Shop Supervisor
Netone Cellular Ltd-Chiredzi
11.2019 - 08.2024
- Supervised relationships for key business partners i.e. airtime dealers, corporate accounts and service suppliers to achieve organization's sales and marketing objectives within NetOne Shop.
- Developed loyal customer base by consistently providing exceptional service, customer profiling, personalized attention, and expert product recommendations.
- Managed inventory to minimize stockouts and overstock situations, optimizing balance between supply and demand.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Monitored and analyzed sales reports to identify opportunities for growth.
- Reported issues to higher management with great detail.
- Managed inventory control, cash control, and store opening and closing procedures.
- Motivated team members through regular feedback, recognition, and coaching, resulting in higher employee engagement levels.
- Implemented loss prevention measures, reducing instances of theft and shrinkage within the store environment.
- Oversaw successful execution of special events or promotions within the store, driving increased foot traffic and customer interest during these campaigns.
- Enhanced staff performance through targeted training programs that focused on skill development and product knowledge.
- Navigated complex situations with customers or employees calmly and professionally, resolving issues in a manner that satisfied all parties involved.
- Facilitated clear communication amongst team members through daily meetings, fostering a collaborative work atmosphere.
- Maintained high standards of cleanliness throughout the store, ensuring a safe shopping experience for all patrons.
Safety Health and Environment Representative/Peer Educator
Netone Cellular Ltd-Harare
11.2017 - 08.2024
- Acting as advisory to management on reviewing effectiveness of organizational occupational health and safety policies and procedures.
- Conducted workshops and seminars for constituents on important legislative changes, improving public understanding and compliance.
- Raised awareness on environmental issues by organizing and participating in community clean-up events, leading to increased public engagement.
- Collected, arranged, and input information into database system.
- Implemented creative outreach initiatives designed to increase participation in Peer Education programs across retail department.
- Evaluated effectiveness of peer education programs by gathering feedback from staff, implementing improvements where necessary.
Retail Shop Customer Service Consultant
NetOne Cellular Ltd-Harare
07.2016 - 10.2019
- Attracting potential customers by answering product and service questions; suggesting information about other products and services.
- Managed customer escalations to senior staff or management when necessary, ensuring appropriate level of attention was provided for resolution.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Increased client retention through exceptional service and timely solutions to issues.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Employed prescribed sales processes to cultivate strong customer relationships.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Call Center Agent
Telecel Zimbabwe Ltd-Harare
07.2013 - 06.2016
- Answered inbound and made outbound calls daily.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
Education
MBA - Strategic management and corporate governance
Midlands State University
Harare12.2020
Executive Certificate - Project Management
University of Zimbabwe
Harare12.2015
Group Diploma - Marketing, Sales & Public Relations
Career Management Center (LCCI Affiliated)
Harare12.2014
National Certificate - Occupational Safety, Health and Environmental Management
National Social Security Authority (NSSA) Zimbabwe
Harare02.2012
Bachelor of Arts - Environmental Studies
Africa University
Mutare06.2009
Skills
- Creative Writing
- Public Speaking
- Microsoft Excel analysis
- Think-cell analysis and presentation
- Power-Point Presentation
- Public Relations
- WordPress
- Relationship Management
- Project Management
- Telecommunication
- Sales and Marketing
- Presentation Skills
- Customer Relationship Management
Pastime Activities
Designing and production of online motivational publications
Publishing social media motivational
Conducting volunteer youth life-skills coaching
Song writing
Music composition
Basic knowledge of playing the acoustic guitar and piano/keyboard
Languages
English
Native or Bilingual
Timeline
Retail Shop Supervisor
Netone Cellular Ltd-Chiredzi
11.2019 - 08.2024
Safety Health and Environment Representative/Peer Educator
Netone Cellular Ltd-Harare
11.2017 - 08.2024
Retail Shop Customer Service Consultant
NetOne Cellular Ltd-Harare
07.2016 - 10.2019
Call Center Agent
Telecel Zimbabwe Ltd-Harare
07.2013 - 06.2016
MBA - Strategic management and corporate governance
Midlands State University
Executive Certificate - Project Management
University of Zimbabwe
Group Diploma - Marketing, Sales & Public Relations
Career Management Center (LCCI Affiliated)
National Certificate - Occupational Safety, Health and Environmental Management
National Social Security Authority (NSSA) Zimbabwe
Bachelor of Arts - Environmental Studies
Africa University
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