Hammond Mutambara
Warsaw,Poland
Summary
Dynamic and empathic Customer Service Representative with 3 years of fast-paced call center experience. Successfully improved customer satisfaction through quick remedies, smart guidance, and product and service knowledge. Skilled at handling a high volume of consumer questions with precision. Fast learning and adaptation to new technologies and processes ensures current and efficient service. Dedicated to improving skills and knowledge to advance professionally and benefit the team leveraging strong organizational skills, medication management expertise, and a commitment to patient safety to ensure the effective coordination of medication-related services and optimize patient outcomes.
Overview
3
3
years of professional experience
Work History
Customer Service Representative, Team Manager
FOUNDEVER
01.2024 - Current
- Dedicated Customer Service Representative team manager, providing exceptional support and guidance to agents, addressing inquiries related to financial transactions and health care
- Overseeing resolution of escalated issues, providing guidance to managers to ensure timely and satisfactory outcomes
- Collaborating cross-functionally to address and resolve complex customer concerns, driving customer satisfaction and retention
- Make sure that team members perform their tasks in a timely and organized manner
- Assigning tasks for associates, providing subject matter expertise and ensured training needs of agents were met
- Mediating interpersonal conflicts, and implementing company procedures
- Responded to personal and payroll issues
- Utilizing data-driven insights to evaluate team performance and recommend improvements, ensuring key performance indicators (KPIs) are met or exceeded
- Generating regular reports on customer service activities, trends, and insights for senior management
- Monitored and maintained service levels.
- Evaluated employee performance on weekly basis and coached and trained 20 team members, increasing quality of work and employee motivation
Customer Care Representative
FOUNDEVER (Abbot Diabetes Care)
10.2021 - 12.2023
- Providing exceptional customer service to clients and customers by answering their questions, addressing their concerns, and resolving issues they may have via phone and email
- Assisting patients through in the process of scheduling appointments, accessing their accounts, and navigating our telehealth platform
- Managed care of patients with diabetes, including assessment, monitoring, and coordination of treatment plans
- Monitor patients' progress, assess outcomes, and adjust care plans as needed to optimize health outcomes.
- Managed over 50 calls per day with exceptional professionalism and efficiency.
Lyft Emergency Care Support
- Became the first agent ever to get 38 surveys in a month with an issue solved score of 91% (Target required surveys per month is 4 surveys with 75%)
- Respond to customer inquiries via phone, email, and live chat regarding insurance policies, claims, and coverage options
- Assist customers in filing and processing insurance claims, including gathering necessary information, documenting incidents, and coordinating with claims adjusters
- Resolve customer complaints and concerns in a timely and professional manner, striving to achieve high levels of customer satisfaction
- Educate customers on insurance products and services, including policy details, deductibles, and coverage limits
- Collaborate with internal departments to escalate complex issues and ensure prompt resolution for customers.
- Participated actively in quality improvement initiatives within the emergency department setting to enhance overall performance metrics
Square Inc.
- Processed and approved high volumes of credit and debit card transactions accurately and precisely to enable a number of transactions in a short period for uninterrupted financial operations
- Providing exceptional customer service to clients and customers by answering their questions, addressing their concerns, and resolving issues they may have via phone and email
- Used Customer relationship management software to manage customer interactions and track customer information, orders, and schedules
- Conducted regular reconciliations of record transactions in order to maintain updated, accurate, and complete financial data
- Ensure that customers receive exemplary customer service during all contact points with the company
- Ensuring that all customer queries receive a response within agreed timeframes
- Personally, supporting between 30-50 clients per day on a recurring basis to enable effective career advancement
- Consistently achieved top-tier performance metrics in issue resolution, exceeding departmental targets by 30% for rapid and effective problem-solving.
Education
Bachelors Degree in IT Management -
Warsaw University of Business
Warsaw, Poland10.2024
Some College (No Degree) -
Mzingwane High School
ZimbabweGCSE -
Mzingwane High School
Skills
- Strong Communication
- Customer Inquiry Handling
- Customer Management
- Multitasking Abilities
- Active Listening
- Strong Analysis
- Technical Troubleshooting
- Time Management
- Patience and Empathy
- Problem Solving
- Industrious and Collaborative
- Product Knowledge
- Customer Retention
- Adaptability and Flexibility
- Medical Terminology
- Medical History Recording
Languages
English
Shona
Professional Highlights
- Top performing agent at Foundever for 8 months in a row
- Flexibility and Adaptability
- Process Improvement
- Rapid Resolution Leader: Consistently achieved top-tier performance metrics in issue resolution, exceeding departmental targets by 25% for rapid and effective problem-solving.
- Customer Satisfaction Advocate: Recognized for reducing transaction error rates by 25% through meticulous processing and verification methods.
- Customer Retention: Played a key role in a project that resulted in a 15% increase in customer retention rates through targeted support strategies.
- Tech Support Hotline Management: Managed the after-hours technical support hotline, ensuring 24/7 assistance and maintaining high service standards during off-peak hours.
Timeline
Customer Service Representative, Team Manager
FOUNDEVER
01.2024 - Current
Customer Care Representative
FOUNDEVER (Abbot Diabetes Care)
10.2021 - 12.2023
Lyft Emergency Care Support
Square Inc.
Bachelors Degree in IT Management -
Warsaw University of Business
Some College (No Degree) -
Mzingwane High School
GCSE -
Mzingwane High School
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