Lanedavid Msonza
Summary
Customer focused professional with a bachelor's degree in international business management and extensive experience in customer service and contact center operations. Proficient in utilizing Zendesk and Genesys to enhance customer support and streamline processes. Participated in pilot programs for new applications, providing critical user feedback that informed product development. Experience in training colleges on system updates and collaborating with cross-functional groups to identify operational efficiencies.
Overview
4
4
years of post-secondary education
3
3
years of professional experience
Work history
Customer service advisor
next plc
2024.07 - Current
- Provided exceptional customer support in fast-paced contact centre environments.
- Used Zendesk and Genesys to manage customer interactions and resolve queries.
- Participated in pilot programmes to test new systems before full integration.
- Provided structured feedback on new feature releases.
- Recommended improvements to internal processes to increase advisor efficiency.
- Suggested ideas to improve the customer journey across service channels.
- Trained and supported colleagues on new system developments and operational changes.
- Analysed customer issues to identify recurring trends and propose solutions.
retail team member
Halfords
2023.10 - 2024.07
- Assisted customers in choosing suitable products for their specific needs.
- Collaborated with team members to meet business targets and improve operations.
- Built relationships with customers by understanding needs and offering solutions.
- Supported stock management and maintained store operations with high service standards.
Education
International Business Management - Business
Zhejiang gongshang university
China 2017.09 - 2021.06
Skills
- Product and process improvement
- Customer journey optimisation
- CRM systems (Zendesk and Genesys)
- Stakeholder communication
- Business analysis
- User acceptance testing
- System enhancement feedback
- Requirements gathering
- Cross-functional collaboration
- Training and coaching
- Problem solving
- Data analysis
- Customer experience
Timeline
Customer service advisor
next plc
2024.07 - Current
retail team member
Halfords
2023.10 - 2024.07
International Business Management - Business
Zhejiang gongshang university
2017.09 - 2021.06