Edmore Gundani
Manchester,Lancashire
Summary
- Productive Customer Service officer with strong background in customer service, sales generation and complaint handling. Brings experience establishing follow-up call systems to resolve complaints and increase customer satisfaction.
- Proven success meeting and exceeding telephone sales and profit growth targets. Hardworking person with strong interpersonal and communication skills, ready to take on new challenges.
- Takes problem-solving and active listening approach to complete tasks with accuracy and precision.
- Maintains polite and professional manner at all times. Trained in high-volume call management and accurate documentation.
- Focused on exceeding customer expectations for service and support.
- Professional Call Centre Agent with excellent phone manner, outstanding interpersonal skills and first-class customer service expertise.
- Proficient in sales and customer data management.
- Good use of 3CX call-handling system.
Overview
34
34
years of professional experience
Work history
Call Centre Agent
Doves Life Assurance
Harare, Harare
05.2023 - 02.2024
- Documented customer contacts in excel for use in further interactions or actions.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Cold calling, telemarketing.
- Called existing clients on database to cross-sell insurance products.
- Called clients with arrears on policies to help arrange payment plans.
- Called clients to advise of changes, improvements and introduction of new products.
Sales consultant
Doves Life Assurance
Harare , Harare
10.2022 - 05.2023
- Warmly greeted customers to establish positive first impressions, enhencing customer experience.
- Maintained customer database to help in relationship management.
- Maintained diary of customer contacts, booked appointments and visited customers to discuss new products, additions, changes, deletions etc.
- Increased revenue through upselling and consistent contract renewals.
Financial advisor
Zimnat Life Assurance
Harare, Harare
12.2019 - 10.2022
- Maintained up-to-date knowledge of legislation and policy changes.
- Counselled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and product or service availability.
- Assessed client product portfolios to ensure client satisfaction and confidence.
- Sold available products to new clients and cross-sold to existing customers.
- Completed regular and ongoing reviews of client portfolios and created targeted, success-orientated advice.
- Advised clients on relevant insurance for maximised investment security.
- Updated clients on new financial products for improved investment possibilities.
- Advised clients in person, over phone and in writing to deliver top service and optimum strategies.
Financial advisor
Old Mutual
Harare , Harare
02.2016 - 11.2019
- Built and maintained database of prospective customers.
- Cold-calling to establish rapport with prospective customers book appointments to discuss products and services.
- Customer relationship management inorder to maintain and grow exist book.
- Cross-selling insurance and investment products to existing clients.
- Handling of customer queries.
Business Development Officer
Standard Chartered Bank
Harare, Harare
01.2009 - 01.2016
- Receiving and processing applications for new accounts.
- Receiving and processing applications for international cards.
- Handling requests for signature and static data changes.
- SME relationship management.
- Marketing bank products i.e.ATM cards, Loans, Bancassurance, new accounts.
- Monitoring overdrawn accounts and ensuring position is corrected.
Teller Services and Vault Custodian
Standard Chartered Bank
Harare, Harare
02.2006 - 01.2009
- Upheld strict financial controls by keeping funds secure and accurately transferring monies.
- Processed cash deposits and withdrawals for customers.
- Helped customers complete credit card and general bill payments in-person or via online banking system.
- General supervision of Tellers.
- Ordering and clearing of cash to and from Central Bank through Central Cash Depot.
- Anticipating cash requirements for branch.
- Preparation of branch’s monthend cash returns.
- Locking away tellers’ cash end of day, and locking away strongroom, and all cash vaults.
- Handling the branch’s blank forms.
- Ensuring rules and regulations are adhered to by all tellers.
- Handling disciplinary procedures for tellers’ department.
- Custodianship of the bank’s safe custody items.
ATM Custodian
Standard Chartered Bank
Harare, Harare
01.2004 - 01.2006
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Displayed energy and enthusiasm in fast-paced environment.
- Completed duties to deliver on targets with accuracy and efficiency.
- Ensuring the general service of ATM.
- Cash replenishment and ensuring high ATM uptime.
- Balancing ATM cash daily, reconciling ATM account.
Customer Service Officer
Standard Chartered Bank
Harare, Harare
01.2002 - 01.2004
- Handled live chat queries within strict timeframe targets.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Listened actively to offer accurate information and best solution to their needs.
- Responded to customer requests with friendly, knowledgeable service and support.
- Recorded and processed customer data accurately.
- Applied best practices to comply with customer service procedures.
- Engaged in team-building activities to build rapport with staff.
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
Foreign Exchange Officer
Standard Chartered Bank
Harare, Harare
01.1996 - 12.1999
- Receiving and scrutinizing Form CD1s in line with Reserve Bank Regulations.
- Authorizing and acquitting form CD1s in accordance with export procedures laid down by the Reserve Bank.
- Receiving and authorizing instructions for international payments through drafts and telegraphic transfers.
Bank Teller
Standard Chartered Bank
Harare, Harare
01.1994 - 12.1995
- Directed customers to necessary personnel for specific questions or advanced service requests.
- Placed orders for customer checks and verified starting numbers.
- Maintained compliance with internal controls and Central banking regulations.
- Receiving and processing customers’ deposits.
- Paying out cash to customers.
- Operating as agency or mobile teller collecting cash from corporate customers’ premises.
- Preparation of customers’ cash requisitions.
Customer Accounts Clerk
Standard Chartered Bank
Harare, Harare
10.1991 - 12.1994
- Supported staff with administrative needs for photocopying, faxing and filing.
- Photo copied files, scanned records and filed documents by alphabetical order.
- Inputted data quickly and accurately to maintain reliable records.
- Sorting of processed cheques.
- Unpaying cheques drawn on overdrawn accounts.
Telemarketer
Cleartech Comms Ltd
Bolton , Greater Manchester
04.2024 - 04.2024
Child and Adult Workforce Care Assistant
PRM Care Ltd
Manchester, Lancashire
03.2024 - Current
- Assisting in all aspects of personal care, retaining comfort and dignity.
- Helping individuals with day-to-day activities while consistently encouraging independence and self-belief.
- Keeping patient environments clean and neat following optimum hygiene standards.
Warehouse worker
Kingdom People Ltd
Manchester, Lancashire
07.2024 - 09.2024
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
- Maintained clean, safe and orderly warehouse space.
- Picked and despatched high-volume orders accurately.
Customer Support Consultant
Ascent Performance Ltd
Manchester, Lancashire
09.2024 - 11.2024
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Consistently arrived at work on time and ready to start immediately.
- Supported team by demonstrating respect and willingness to help.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Education
University of Cambridge with Zimbabwe Exams
Certificate of Proficiency - Short Term Business
Insurance Institute of Zimbabwe
Harare10.2018
Certificate of Proficiency - Long Term Business
Insurance Institute of Zimbabwe
Harare10.2016
Diploma - Diploma in Business and Legal Studies
ALISON
Galway 07.2016
Certificate - Business and Performance Management
Academy of York
Randburg 03.2011
Diploma - Information Technology
Business and Computing Examinations
London 12.2008
Diploma - Diploma in Networking and PC Maintenance
Business and Computing Examinations
London 05.2006
A-Levels - Advanced Level
University of Cambridge with Zimbabwe Exams
Harare11.1990
Certificate - Ordinary Level / Form 4
University of Cambridge with Zimbabwe Exams
Cambridge 11.1988
Skills
- Database administration
- Outbound solicitation
- CRM database management
- Resolving issues
- Sales script adjustment
- Personable telephone manner
- VoIP telephone operation
- Segment market studies
- Cold calling techniques
- Email marketing campaigns
- Target driven
- Online customer service
- Customer needs analysis
- Sales negotiation
- Customer retention
- Telesales
- Telemarketing
- Inbound call handling
- Time management
- Problem-solving
- Communication skills
- Team building
- Marketing
- Social media marketing
- Call Centre Agent handling outbound calls
- Cross-selling
Languages
English
Proficient
C2
Shona
Proficient
C2
Hobbies
Action movies
Documentary
Various types of books including magazines
References
(1) Ruben Barros
Ascent Performance Ltd
1 St Peter's Square
Manchester
M2 3AF
07861768316
(2) Priscilla Mushonga
Service Manager
PRM Care Ltd
9 Highfield Road, Norden,
Rochdale OL11 5RZ
priscilla@prmcare.co.uk
03003021107 (Bus) 07702347126 (Cell)
(3) Roksana Rzetelska
roksana.rzetelska@kingdom.co.uk
Kingdom People Ltd
07512727871
(4) Mark Cross
HR & Office Manager
Cleartech Comms Ltd
01204358045 (Bus) 075089686699 (Cell)
markc@cleartechcomms.co.uk
St. Georges Square
Bolton BL1 2HB
(5) Joel Gombera
General Manager
Doves Life Assurance
+263772286912
joelgombs@gmail.com
3281 Chadcombe, Hatfield, Harare
(6) Shemufudzi Madziba
Manager
Zimnat Life Assurance
+263713777889
shemufudzi.madziba@gmail.com
1108 Southlea Park, Harare
(7) Christopher Pondani
Manager
Old Mutual
+263775428475
christopherp@oldmutual.co.zw
19141 Hoye Street, Budiriro West, Harare
(8) Samuel Mapondera
Country Lead Risk & Control. Corporate, Commercial and Institutional Banking
Standard Chartered Bank
+263715565380
samuel.mapondera@sc.com
12885 Maranatha Park, Mabelreign, Harare
Timeline
Customer Support Consultant
Ascent Performance Ltd
09.2024 - 11.2024
Warehouse worker
Kingdom People Ltd
07.2024 - 09.2024
Telemarketer
Cleartech Comms Ltd
04.2024 - 04.2024
Child and Adult Workforce Care Assistant
PRM Care Ltd
03.2024 - Current
Call Centre Agent
Doves Life Assurance
05.2023 - 02.2024
Sales consultant
Doves Life Assurance
10.2022 - 05.2023
Financial advisor
Zimnat Life Assurance
12.2019 - 10.2022
Financial advisor
Old Mutual
02.2016 - 11.2019
Business Development Officer
Standard Chartered Bank
01.2009 - 01.2016
Teller Services and Vault Custodian
Standard Chartered Bank
02.2006 - 01.2009
ATM Custodian
Standard Chartered Bank
01.2004 - 01.2006
Customer Service Officer
Standard Chartered Bank
01.2002 - 01.2004
Foreign Exchange Officer
Standard Chartered Bank
01.1996 - 12.1999
Bank Teller
Standard Chartered Bank
01.1994 - 12.1995
Customer Accounts Clerk
Standard Chartered Bank
10.1991 - 12.1994
University of Cambridge with Zimbabwe Exams
Certificate of Proficiency - Short Term Business
Insurance Institute of Zimbabwe
Certificate of Proficiency - Long Term Business
Insurance Institute of Zimbabwe
Diploma - Diploma in Business and Legal Studies
ALISON
Certificate - Business and Performance Management
Academy of York
Diploma - Information Technology
Business and Computing Examinations
Diploma - Diploma in Networking and PC Maintenance
Business and Computing Examinations
A-Levels - Advanced Level
University of Cambridge with Zimbabwe Exams
Certificate - Ordinary Level / Form 4
University of Cambridge with Zimbabwe Exams
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