PERSONAL PROFILE
PATIENCE TARIRO NDORO
An experienced customer support professional with over five years’
experience in technology environments. A holder of a Bachelor’s
degree in business management with a proven record of the ability
to work in fast paced, matrixed and diversified communities. A bilingual individual with career interests in the Fintech and
Technology environments. A master of efficiency with exemplary
communication and interpersonal skills and possess the ability to
switch gears at a moment’s notice. I have a unique ability to
manage complex projects and challenges seamlessly.
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Open to International opportunities focused on customer
operations, business operations and executive support to C-Suite
operations executives.
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WORK EXPERIENCE
CONTACTS
Johannesburg, South Africa
Customer Operations Lead
Chipper Cash
May 2022 – Present
SKILLS SUMMARY
Excellent remote-working skills
allowing seamless working relations
with team members across the globe
Good critical thinking and problemsolving abilities resulting in prompt
customer query resolution and
customer satisfaction
Trouble-shooter with the ability to
manage complex situations
independently
Ability to work under pressure without
compromising the quality of work
Ability to develop and implement new
processes
Proficient in developing and
monitoring metrics
Impeccable attention to detail with
exceptional organisational skills
Ability to train, recruit and motivate
personnel to meet business objectives
LANGUAGES
English
French
Shona
Chipper Cash is a venture-capital-backed financial technology company
that builds software to enable free and instant Peer-to-peer Cross-border
payments in Africa and Europe; as well as solutions for businesses and
merchants
to
process
online
and
in-store
payments.
https://chippercash.com/ . Main responsibilities include managing and
maintaining relations of a team of 30 agents.
Key roles and Responsibilities:
Setting up and initiating the BPO function in the organisation
Developing and implementing new processes or procedures to
improve efficiency and quality of service
Quality performance evaluations to ensure the set standard is
maintained by the entire customer operations team
Provide leadership, training and direct supervision for designated
customer service personnel in the performance of their key
functions
Vendor Management relationship coordinator between 3rd
parties, ensuring vendor compliance to agreement terms and
conditions, company policies, standards. This also involved
introducing a repercussion matrix for the vendor.
Participating in hiring, regular performance assessments,
coaching for talent development and discipline input to build an
efficient team
Drafting and implementing onboarding and offboarding runbooks
for agents
Evaluating key performance indicators to identify progress toward
customer service goals
Direct and manage escalated conversations with high value
customers
QUALIFICATIONS & TRAINING
2019 Digital Marketing Certification
Marketers Association of Zimbabwe
2018 Bachelor of Commerce Business
Management Degree (Marketing)
Africa University
2011 City and Guilds Qualifications
International Introductory Award in
Conflict Handling
International Introductory Award in
Customer Service
Advanced Level for Typing, Book keeping
and English for Business
Executive Assistant/Customer Service Associate
GSM Systems
January 2022 – May 2022
GSM Systems is a global telecommunications company offering specialist
software and service solutions for environmentally sustainable technology
asset management. With headquarters in Miami, Florida, GSM Systems also
operates from various African countries including but not limited to South
Africa, Kenya and Tanzania. https://gsmsystems.com/ Main responsibilities
include providing extensive executive support to C-Level management and
overseeing the overall operational and customer service duties essential for
the seamless operation of tasks at the South African office.
Key roles and Responsibilities:
Tracking resolution progress and proactively calling customers
with a status update or resolution if queries cannot be resolved on
initial interaction
Communicating with customers who have escalated issues to
determine beneficial resolution and ensure timely follow-up to
verify that complaints have been addressed and satisfied.
Provision of excellent customer support through several touch
points such as social media platforms to reach out to the global
customers
Main point of contact for customer related queries arising in South
Africa
Managing all aspects of the organization’s office services by
evaluating and assisting in developing office policies and
procedures for improved work flow and anticipate future needs as
organization grows
Providing gatekeeping and gateway role between local office and
global team
Leading cross-organizational strategic planning and special projects
on behalf of leadership, for all levels of executives
Team lead in organising and setting up of the new office to ensure
safety and maximised operations
Managing all travel arrangements for the executive team
Use of remote working software programs to efficiently collaborate
and communicate with team members spread across the globe
Other projects/duties as assigned for the overall benefit of the
organization
Office Manager and Marketing Support
MIC Radiology Group
April 2020 – December 2021
MIC Radiology Group is a modern practice which offers specialized
Diagnostic Radiology and Interventional Radiology Services and has been
operating from its headquarters in Harare since 2015. It is the only radiology
practice offering interventional radiology service in Zimbabwe.
http://mic.co.zw/ Main responsibilities included providing executive
support to C-Level management whilst carrying out office
managerial duties and handling customer queries.
Key roles and Responsibilities:
Handling all customer escalated queries and complaints
Answering calls professionally and providing complete
information about products, take/ordercancels or obtain details
about complaints
Serving as the primary point of contact for internal and external
constituencies on all matters pertaining to the CEO
Handling and resolving client queries from various touch points
i.e., live chat, email, social media, and telephone
Providing feedback to management regarding desired customer
improvement as communicated by customers
Analysing customer needs and making arrangements adhering to
company policies
Providing sophisticated calendar management for the CEO to
ensure smooth day to day engagements
Composing correspondence independently on a wide variety of
matters including materials of confidential and critical nature
Driving operational efficiency and effectiveness by partnering with
cross-functional teams to deliver programs that enable division to
operate as a cohesive, integrated unit and resource
Managing all social media content and company’s online
presence
Team lead in managing all corporate events as well as negotiating
with vendors and essential service providers
Team Lead – Customer Support
Econet Wireless Zimbabwe
November 2018 – March 2020
Econet Wireless Zimbabwe is Zimbabwe's largest provider of
telecommunications services and a leading telecommunications, media,
and technology company. https://www.econet.co.zw/ Main responsibilities
included being the first point of contact with customers to promote a
seamless working relationship between the customer and the organisation.
Key roles and Responsibilities:
Presenting quarterly reports to executive management detailing the
performance and success of the team, budgetary concerns, and
implementation of new policies
Overseeing a team of ten customer service associates and leading weekly
discussions to facilitate the establishment of team and individual goals.
Communicating with customers to ensure product understanding,
answering questions, and facilitating conflict resolution.
Logging and classifying all calls and requests for assistance in the
customer relationship management system
Utilising category and consumer insights to identify growth
opportunities and drive innovation in product development as well as
marketing initiatives
Collaborating with colleagues to determine areas for improvement,
review departmental performance, and develop ideas for better service
to customers.
Responding to customers’ enquiries relating to information, product
functionality and fault calls whilst resolving as many queries as possible
on the first interaction
Working closely with the technical team to ensure technical product
issues are addressed and resolved
Working closely with various organisational functions to come up with
mutual based objectives
Capabilities and Competencies
Impeccable attention to detail with exceptional organisational
skills
Accomplished communicator
Proven ability to provide sophisticated support to C Level
management in a high degree of professionalism
Ability to work in a highly matrixed and geographically diverse
business environment
