Panashe Carlos Tengende
Bratislava
Summary
Dynamic professional with a proven track record, excelling in customer service and conflict resolution. Leveraged analytical skills to enhance client satisfaction and streamline operations, achieving significant improvements in efficiency. Goal-oriented and adept at fostering positive relationships, I am committed to delivering exceptional results in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Mobility Back Office Agent
AT&T
09.2023 - Current
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Streamlined internal processes for improved efficiency and productivity within the agency.
Sales and Marketing Manager
Probrands
01.2019 - 12.2022
- Analyzed sales and marketing data for improved strategies.
- Conducted market research to identify new business opportunities and stay ahead of industry trends.
- Improved brand visibility with well-executed promotional campaigns and engaging social media content.
- Enhanced team collaboration through regular communication channels, fostering a positive work environment where ideas could flourish.
- Managed sales promotions and marketing strategies on major social media sites.
- Optimized sales processes, streamlining procedures for increased efficiency and better customer service.
- Increased market share by identifying untapped customer segments and developing tailored offerings to meet their needs.
- Managed cross-functional teams to execute successful product launches and marketing initiatives.
- Performed competitive analyses and adjusted sales and marketing strategies accordingly.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Instructed sales staff on cross-selling and up-selling techniques resulting in increased net sales revenue by 35% in sales.
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Participated in trade shows and industry events to network and promote products.
- Conducted market research to identify trends and adjust marketing strategies accordingly.
Franchise Manager
Econet Wireless Zimbabwe
01.2013 - 10.2018
- Evaluated potential franchisees, ensuring a strong fit with company values and objectives.
- Resolved conflicts between franchisor and franchisees amicably, promoting a positive working environment within the organization as a whole.
- Analyzed competitor strategies, adapting approaches as necessary to maintain a competitive edge in the market.
- Enhanced franchisee satisfaction with regular communication and support initiatives.
- Increased franchise sales by developing and implementing effective marketing strategies.
- Streamlined operations for improved efficiency through thorough analysis of existing processes.
- Maintained compliance with industry regulations, minimizing risks associated with non-compliance issues.
- Managed budgets effectively, optimizing resources to achieve desired outcomes.
- Promoted a culture of continuous improvement within the organization by encouraging open dialogue about challenges faced by individual franchises.
- Conducted regular audits of franchises, identifying areas for improvement and providing actionable feedback.
- Interacted well with customers to build connections and nurture relationships.
Supervisor
Total Energies
01.2009 - 01.2013
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Negotiated with vendors to secure cost-effective contracts, resulting in significant budget savings.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
Bachelor's Degree - Business Management
Midlands State University
Zimbabwe12-2013
High School Diploma -
Gweru Polytechnical College
Zimbabwe12-2011
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Goal-oriented mindset
- Customer needs determination
- Ensuring customer satisfaction
- Service support
- Call management
- Conflict resolution
- Persuasive speaking
- Resolving customer issues
- Analytical and logical thinking
- Sales strategies
- MLS data entry and maintenance
Timeline
Mobility Back Office Agent
AT&T
09.2023 - Current
Sales and Marketing Manager
Probrands
01.2019 - 12.2022
Franchise Manager
Econet Wireless Zimbabwe
01.2013 - 10.2018
Supervisor
Total Energies
01.2009 - 01.2013
Bachelor's Degree - Business Management
Midlands State University
High School Diploma -
Gweru Polytechnical College
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