Summary
Overview
Work history
Education
Skills
Timeline
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Lawrence Pisa

Birmingham

Summary

Dedicated Marketer with a decade of experience in call center operations, retail banking, and telecommunications. Proficient in team management, customer assistance, and positive reinforcement. Committed to continuous self-development and surpassing service expectations. Customer-oriented with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.

Overview

15
15
years of professional experience

Work history

Service Centre ManagerTelecel Zimbabwe
Harare
04.2015 - 11.2022
  • Managed store inventory orders for airtime and mobile banking accounts
  • Conducted annual staff appraisals and provided training for junior employees
  • Established and supported excellent supplier relationships for discounted stock prices
  • Coordinated retail team meetings, delegated tasks, and communicated targets
  • Oversaw sales and marketing activities, improving foot traffic and service purchases
  • Automated contact management system for efficient client management
  • Trained new hires on sales processes and product knowledge.

Call Centre SupervisorTelecel Zimbabwe
Harare
10.2014 - 04.2015
  • Improved call center operations by hiring productive and knowledgeable staff
  • Utilized software, databases, and tools for efficient phone call management
  • Analyzed individual team member performance and provided motivation
  • Observed team operations to ensure adherence to company best practices
  • Answered agent questions and offered coaching and training opportunities
  • Increased positive customer service reviews and encouraged added product/service uptake
  • Prepared reports on customer wait times and feedback for KPI analysis.

Customer Care AgentTelecel Zimbabwe
Harare
07.2010 - 07.2014
  • Provided advisory services on new products and services
  • Assisted in customer retention and brand promotion
  • Managed line activation, replacements, and registration
  • Compiled reports on customer queries and complaints
  • Assisted with promotional events, branding, and communication.

Cashier / Customer Relations

OfficerBarclays Bank of Zimbabwe
Harare
07.2007 - 02.2009
  • Managed foreign and local currency transactions, transfers, withdrawals, deposits, and loans
  • Managed customer complaints and inquiries, following customer care service policies
  • Conducted callbacks and compiled customer feedback results
  • Balanced the branch's cash account and marketed the bank's products and services.

Education

BBA Degree - Marketing Management

Institute of Marketing Management
2008

<ul><li>Customer service courses (Advanced)</li><li>Cashier's training course</li><li>Anti-money laundering courses (Basic to Advanced level)</li></ul> - undefined

Skills

  • Marketing management
  • Call Center Experience
  • Customer complaint handling
  • Excellent Communication
  • Effective Multi-Tasking
  • Microsoft Office Suite
  • Positive reinforcement
  • Staff appraisalsStaff supervision
  • Customer Assistance
  • Team player
  • Banking Experience
  • Goal-oriented
  • Store inventory management
  • Product ordering

Timeline

Service Centre ManagerTelecel Zimbabwe
04.2015 - 11.2022

Call Centre SupervisorTelecel Zimbabwe
10.2014 - 04.2015

Customer Care AgentTelecel Zimbabwe
07.2010 - 07.2014

Cashier / Customer Relations

OfficerBarclays Bank of Zimbabwe
07.2007 - 02.2009

BBA Degree - Marketing Management

Institute of Marketing Management

<ul><li>Customer service courses (Advanced)</li><li>Cashier's training course</li><li>Anti-money laundering courses (Basic to Advanced level)</li></ul> - undefined

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Lawrence Pisa