Hi, I’m
Tongai Godfrey Mapiye
Customer Service
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
years of professional experience
3
Languages
Work History
SOREPCO SA (Import -Export)
Customer Service Specialist
07.2019 - 12.2023
Job overview
- Increased Sales Revenue by 30%.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
Choice Commodities Ltd
Logistics and Sales Manager
06.2017 - 06.2019
Job overview
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Established and cultivated solid business relationships with new or existing customers.
- Increase market share by 20%.
- Reduced inventory costs by 15%.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
The Reserve Bank of Zimbabwe
Customer Success Specialist
11.2015 - 10.2016
Job overview
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
SOREPCO SA (Import - Export)
Customer Experience Manager
01.2012 - 01.2014
Job overview
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Career Vehicle Protection & Accessories (Pvt) Ltd
Sales and Logistics Coordinator
01.2009 - 12.2011
Job overview
- Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
- Generated documentation and information required for customer shipments.
- Tracked orders and notified customers of status or potential delays.
- Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
- Increased sales by 15%.
The Reserve Bank of Zimbabwe
Customer Service Specialist
08.2006 - 12.2009
Job overview
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Chinhoyi University of Technology
Master of Science Degree from Supply ChainManagement
Chinhoyi University of Technology
Bachelor of Technology (Hons) Degree from International Purchasing, Logistics andTransport
Customer Service, Customer Support andCustomer Experience
Customer Experience CX in Industry 4.0 Jan 2024
Alison
Diploma from Supply Chain Management
Advance Learning Interactive Systems
SAIM (Southern Africa Institute of Marketing)
Marketing Diploma
SAIM (Southern Africa Institute of Marketing)
ZimbabweMarketing Intermediate Certificate
Skills
Customer Order Management
Customer Retention
Good communication skills
Sales expertise
Timeline
Customer Service Specialist
SOREPCO SA (Import -Export)
07.2019 - 12.2023
Logistics and Sales Manager
Choice Commodities Ltd
06.2017 - 06.2019
Customer Success Specialist
The Reserve Bank of Zimbabwe
11.2015 - 10.2016
Customer Experience Manager
SOREPCO SA (Import - Export)
01.2012 - 01.2014
Sales and Logistics Coordinator
Career Vehicle Protection & Accessories (Pvt) Ltd
01.2009 - 12.2011
Customer Service Specialist
The Reserve Bank of Zimbabwe
08.2006 - 12.2009
Chinhoyi University of Technology
Master of Science Degree from Supply ChainManagement
05.2021
Chinhoyi University of Technology
Bachelor of Technology (Hons) Degree from International Purchasing, Logistics andTransport
05.2011
Customer Service, Customer Support andCustomer Experience
Customer Experience CX in Industry 4.0 Jan 2024
04.2024
Alison
Diploma from Supply Chain Management
05.2018
Advance Learning Interactive Systems
SAIM (Southern Africa Institute of Marketing)
Marketing Diploma
05.2009
SAIM (Southern Africa Institute of Marketing)
ZimbabweMarketing Intermediate Certificate
05.2006