Vimbai Mudчawabikwa

• Diagnose, resolve, and follow up on complex technical issues for network components, modems, PCs, and other related equipment
• Provide clear, effective communication to customers, handle escalations, and support Tier Il representatives and technicians
• Work closely with other departments to resolve issues and recommend operational improvements
• Handling billing and sales related issues with customers also handling adjustments
• educating customers on serving tools , eg smart home managers , myATT app and others tools

ACHIEVEMENTS

• Participated in various projects in the Uverse department aiming on improving center improvements
• Got several performance awards from 2021 to date
• Also Won Several raise Your Hand awards mainly focusing on tools improvement and improving customer experience
• Also Got Golden call awards used to train other Experts

• Overseeing and preparation on the Launch of the Contact Center
• Direct and oversee the operations and performance of the contact center
• Develop and implement procedures, policies, and standards for the contact center
• Plan and conduct training sessions for new and existing customer service representatives
• Work with other managers and staff members to determine and implement specific customer service standards and procedures
• Ensure compliance with company policies and procedures, as well as legal regulations
• Recruit, hire, train, and evaluate customer service representatives

ACHIEVEMENTS

Managed to effectively Launch the Contact Center

Managed to to build a strong team and Achieve the best results

• Manage a portfolio of customer accounts and serve as the primary point of contact for customers
• Maintain accurate customer account information and documentation
• Continuously monitor and evaluate customer satisfaction and work to improve customer experience