About Leisely Lemu
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Highest Qualification Bachelor's Degree
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Gender Female
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Viewed 11
About me
I am an enthusiastic, culturally diverse, energetic, and self-motivated young lady who is recognized in Customer service, Marketing, Public Relations and Communication among other things. I am quenchless for knowledge and striving to look for a challenging opportunity to display fundamental skills, hence contributing significantly in a reputable organization.
In addition, I am a 27-year-old lady who completed a degree in Bachelor of Arts in English and Communication Honours whose career interests and aims focus on communicating, managing, and working with the public. Also, l completed a Professional Certificate in Digital Marketing which explores the several aspects of the new Digital Marketing environment and integrates them to current business operations that is helping me tap into the infinite market of the digital space. In addition, l am currently studying for a Master of Commerce in Marketing Strategy Degree.
I have excellent communication skill both written and oral and l have the ability to write and edit materials to a diverse audience who is also multilingual as l can speak English, Shona, and Ndebele.
Education
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2015 - 2019
Midlands State University
BA English and Communication Honours Degree
I studied English and Communication and obtained a 2.1
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2022 - 2022
Marketers Association of Zimbabwe
Professional Certificate in Digital Marketing
Professional Certificate in Digital Marketing which explores the several aspects of the new Digital Marketing environment and integrates them to current business operations that is helping me tap into infinite market of the digital space. I passed with a distinction.
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2013 - 2014
Luveve High School
Zimsec Advanced Level passes
3 Zimsec Advanced Level passes which are Ndebele A, Literature in English B, History C
- 2009 - 2012
Experience
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2022 - Present
POSB
Customer Service Representative
Responsibilities
• Answering calls and resolving queries within service turnaround time, professionally by providing accurate information whilst upselling and cross selling at every opportunity
• Identifying and satisfying customer needs in line with customer service and company policy
• Meeting all planned daily targets for inbound and outbound calls
• Provides feedback to clients with pending issues, when not on shift, ensures that the client has been updated
• Responding to social media queries
• Sending bulk SMS to clients -
2019 - 2023
ZB Financial Holdings Limited
Customer Service Representative
Attachment at the branch for 1 month
Responsibilities
• Transactions Controller, Back Office Operator, Enquiries Clerk, Teller, Personal Banking
Customer Service Representative
Responsibilities
• Effectively handling of Telephone/ Email and social media requests by processing the information received accurately and efficiently
• Resolving product and services by clarifying the customer s complaint determining the cause of the problem, selecting, and explaining best solution to the difficulty
• Writing articles
• Social media management
• Delivery of high-level customer service to every customer
• Record each query
• Meet daily targets and exceed quality expectations
• Assist the contact centre team with challenging calls by providing prompt solutions to customer problems and complaints
• Upselling and cross selling of new existing value-added services and products to attract potential clients and ultimately increase the company s revenue. -
2017 - 2018
Cassava Smartech – EcoCash Holdings
Customer Service Representative
Responsibilities
• Answering calls and resolving queries within service turnaround time, professionally by providing accurate information whilst upselling and cross selling at every opportunity
• Identifying and satisfying customer needs in line with customer service and company policy
• Meeting all planned daily targets for inbound and outbound calls
• Familiarizing with the functionality of all products and services offered by Ecocash
• Provides initiatives that can improve customer service experience
• Documenting all call information according to standard operating procedures
• Provides feedback to clients with pending issues, when not on shift, ensures that the client has been updated.
• Escalating issues to the supervisor or helpdesk that could not be solved at first contact resolution
• Suggesting modifications on improvement on products and services through feedback gathered from customers
• Upselling and cross selling
• Providing products and services information to customers
Helpdesk duties
• Resolving tickets logged by agents in manage engine
• Liaising and verifying with 3rd parties like banks
• Meeting daily query resolving targets
• Educate agents on how to log queries with necessary information
• Reversing failed transactions
Providing technical assistance for questions and problems