NYASHA MATANHIRE
Liverpool
Summary
Results-driven Customer Service Professional with international experience in high-volume environments, managing multiple customer interactions daily through various channels. Skilled in CRM systems, handling complaints, and facilitating bookings and changes. Holds a Business Management degree with a concentration in Project Management and pursuing an MSc in Project Management.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Customer Service Representative
Armatis Polska
Warsaw, Poland
04.2025 - 08.2026
- Managed 60–80 customer interactions per day across phone and live chat, supporting bookings, cancellations, flight changes and general customer enquiries.
- Resolved customer issues efficiently while working against service and performance KPIs, maintaining a strong focus on service quality and customer satisfaction.
- Managed complaints and escalations professionally while maintaining a positive customer experience.
- Investigated customer concerns and collaborated with internal teams to resolve complex enquiries, ensuring timely and effective solutions.
- Managed complaints and escalations to uphold a positive customer experience, effectively addressing customer needs and maintaining satisfaction.
- Achieved positive performance reviews and received favorable customer feedback for communication, professionalism, and service delivery.
- Maintained accuracy and attention to detail while working effectively in a high-volume customer environment.
Customer Service Representative
Founder Polska
Warsaw, Poland
06.2023 - 03.2024
- Delivered customer support through phone and email, responding to enquiries and providing clear, timely and professional assistance.
- Resolved customer complaints and escalations while maintaining a customer-focused approach.
- Maintained accurate CRM records, ensuring consistency in customer information and case details for effective service delivery.
- Collaborated with colleagues to investigate customer issues, leading to timely and effective resolutions.
- Adhered to service and quality standards, supporting smooth day-to-day customer service operations.
Administrative Assistant / Business Support
Gamstar Marketing
Harare, Zimbabwe
10.2021 - 09.2022
- Coordinated front-office operations, scheduling, and general administrative activities to ensure smooth daily operations.
- Supported CEO's office by engaging in day-to-day business administration and operational coordination, enhancing overall office efficiency.
- Facilitated internal and external communications, organizing information for ongoing business activities to improve workflow.
- Supported follow-up and completion of routine administrative tasks, developing practical skills in organisation, communication and prioritisation.
- Gained early business experience by observing and assisting with operational activities across the organisation.
Education
MSc - Project Management
Liverpool John Moores University
Liverpool, UK09.2026
Bachelor of Business Management - Major in Project Management
Vistula University
Warsaw, Poland01.2025
Skills
- Customer Service
- Issue Resolution
- Escalation management
- CRM Systems
- KPI management
- Customer Communication
- Case Documentation
- Team collaboration
- Problem Solving
- Time Management
- Microsoft Office
- User satisfaction
LANGUAGES
English: Fluent / C2
German: Basic / A1
Personal Information
Title: Customer Service | Customer Experience | CRM
TRAINING & COURSES
- SAP — University Course
- Digital Marketing — University Course
ACADEMIC & INTERNATIONAL TRANSITION
- Poland | March 2024 – April 2025
- Focused on completing university studies following the conclusion of employment.
- Managed an international relocation and visa-related travel while maintaining academic commitments.
- Returned to Poland in February 2025 to complete final-year studies while continuing to seek employment alongside university.
Timeline
Customer Service Representative
Armatis Polska
04.2025 - 08.2026
Customer Service Representative
Founder Polska
06.2023 - 03.2024
Administrative Assistant / Business Support
Gamstar Marketing
10.2021 - 09.2022
Bachelor of Business Management - Major in Project Management
Vistula University
MSc - Project Management
Liverpool John Moores University