Tariro Changau
Bulawayo
Summary
Results-driven Management Professional with over 9 years of experience in enhancing customer satisfaction, driving operational excellence and revenue growth through fostering startegic partnerships and strong relationships with high value clients. Strong understanding of customer service environments and a track record of improving customer satisfaction and retention. Committed to delivering exceptional customer experiences to drive strategic growth. Demonstrated leverage network of customer contacts to increase understanding of customer needs and employ business-growth strategies.
Overview
10
10
years of professional experience
Work History
Team Leader, Branch Manager
CABS Platinum Club
07.2022 - Current
- Implementing security policies and procedures to protect customer data and prevent financial fraud
- Establishing open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisting in recruitment to build team of top performers.
- Maintaining overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluating staff performance and provided coaching to address inefficiencies.
- Assist in meeting customer changing demands by recommending improvements to business systems or procedures.
- Optimizing customer experience by delivering superior services and effectively troubleshooting issues.
- Conducting regular reviews of operations and identifying areas for improvement.
- Ensuring high levels of client satisfaction through proactive communication, responsiveness and personalised service
- Developing and nurturing relationships with key decision makers
- Cross Selling and Up Selling various bank products and services
- Evaluated customer needs and feedback to drive product and service improvements.
- implementing customised relationship management solutions tailored to the specific needs of the high net worth individuals and their companies
- Maintaining portfolio and minimising delinquency rates
- Managing and growing the client portfolio while maximising profitability
Acting Operations Officer
Greenzone
11.2020 - 06.2022
- Company Overview: Old Mutual Zimbabwe
- Monitored and reported on operational performance metrics to identify areas for improvement and monitor progress
- Created and maintained detailed records of all operational activities
- Resolved customer complaints and escalated issues as needed
- Established new operational processes that improved customer service times by 80%
- Developed and maintained a comprehensive disaster recovery plan
- Developed training materials and conducted training sessions for new hires
- Facilitated regular meetings with stakeholders from different Business Units to ensure transparency and collaboration
- Client Relationship Management
- Monitored budgeting processes that reduced costs by 30%
- Old Mutual Zimbabwe
Senior Client Services Consultant
Greenzone
10.2017 - 10.2020
- Company Overview: Old Mutual Zimbabwe
- Maintained effective client relationships, ensuring client satisfaction and loyalty
- Participated in client meetings and presentations to promote products and services
- Developed a customized treatment plan for each client based on their individual needs, resulting in improved client satisfaction
- Provided over-the-phone customer services for a remote clients, ensuring a smooth and accurate communication experience
- Analyzed customer feedback and insights to identify areas for improvement and optimize the customer experience
- Developed and maintained a database of current and prospective customers to track sales performance and identify opportunities for growth
- Conducted market research and competitive analysis to identify industry trends and develop effective strategies for pursuing new business opportunities
- Designed and implemented customer loyalty programs that increased customer retention by over 50%
- Old Mutual Zimbabwe
Bank Teller
CABS
11.2014 - 09.2017
- Company Overview: Old Mutual Zimbabwe
- Completed transactions accurately and efficiently, resulting in a X.X% accuracy rate
- Cross-sold bank products and services, resulting in a 50% increase in product sales
- Increased customer base by 60% through referrals from satisfied customers
- Balanced tills with a 0% error rate
- Processed loan applications and other paperwork in accordance with regulations
- Followed bank security procedures to protect customer data and assets
- Researched and resolved customer complaints in a timely and professional manner
- Provided excellent customer service and resolved customer issues, resulting in a 5-star rating on customer satisfaction surveys
- Old Mutual Zimbabwe
Education
BBA - MARKETING MANAGEMENT
IMM - INSTITUTE OF MARKETING MANAGEMENT
DIPLOMA - TOURISM AND HOSPITALITY MANAGEMENT
SCHOOL OF TOURISM AND HOSPITALITY MANAGEMENT
Certified Customer and Call Centre Practitioner - undefined
Chartered Institute of Customer Management
Certified Manager - undefined
Chartered Institute of Customer Management
Certified Trainer - undefined
Chartered Institute of Customer Management
Skills
- Customer Experience: Customer Journey Mapping, Customer Feedback Analysis, Customer Retention
- Sales strategy development
- Lead generation and prospecting
- Building and maintaining strong client relationship
- Leadership & Management: Team Leadership, Budget Management, Risk Assessment, Process Improvement, Training & Development
- Communication & Collaboration: Client Relationship Management, Stakeholder Engagement, Cross-Functional Collaboration, Presentation Skills
- Analytical Skills: Performance Metrics, Market Research, Problem Solving, Critical Thinking
- Technical Skills: Proficient in relevant computer applications, Reporting
Accomplishments
- Repeatedly received recognition from customers for excellence in service.
- Improved customer satisfaction and retention by 30% through targeted coaching and process simplification.
- Reduced customer attrition by 20% through proactive problem resolution and retention programs.
- Reduced average customer service handling time by 5 minutes through process streamlining.
- Maintained 100% compliance with banking regulations and internal policies.
- Increased team performance and productivity by 20% through coaching and motivation.
- Business Development: - Developed strong relationships with key referral sources which resulted in 12% increase revenue growth.
- Acquired several new corporate clients contributing to an expansion of the client portfolio
- Constantly exceeded annual sales targets
- Maintained a client retention rate of 78% demonstrating exceptional relationship management and customer satisfaction
- Successfully solved complex client issues, fostering strong and lasting relationships
Awards
- Diamond Award Winner - Female Manager of the Year, 07/01/23, Zimbabwe
- Exceptional Service for the year, 01/01/24, Bulawayo
Affiliations
- Customer Experience Association of Zimbabwe (CXAZ)
- Marketers Association Zimbabwe (MAZ)
- Institute of Bankers Zimbabwe (IOBZ)
Timeline
Team Leader, Branch Manager
CABS Platinum Club
07.2022 - Current
Acting Operations Officer
Greenzone
11.2020 - 06.2022
Senior Client Services Consultant
Greenzone
10.2017 - 10.2020
Bank Teller
CABS
11.2014 - 09.2017
DIPLOMA - TOURISM AND HOSPITALITY MANAGEMENT
SCHOOL OF TOURISM AND HOSPITALITY MANAGEMENT
Certified Customer and Call Centre Practitioner - undefined
Chartered Institute of Customer Management
Certified Manager - undefined
Chartered Institute of Customer Management
Certified Trainer - undefined
Chartered Institute of Customer Management
BBA - MARKETING MANAGEMENT
IMM - INSTITUTE OF MARKETING MANAGEMENT
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