Tatenda M.
Mid-Level ICT Customer Experience Manager
Open to offersNew to PlatformAbout
Tatenda M. is an accomplished professional in the field of ICT and customer support, with extensive experience in Technical Support Management and Contact Centre Management. He has demonstrated his expertise as an ISP/ICT Customer Experience Manager at Dolphin Telecoms in Harare, where he led a team of supervisors and agents to achieve exceptional customer satisfaction levels. This included managing social media content and implementing robust reporting processes to enhance operational efficiency. Prior to this, he enhanced customer satisfaction ratings and reduced response times as a Customer Support Supervisor at Liquid Intelligent Technologies. There, he introduced new customer support protocols and training programs that significantly increased productivity and customer retention. Tatenda holds certifications from the Chartered Institute of Customer Management and boasts a background in Network Troubleshooting and VoIP systems setup, underscoring his ability to deliver tailored IT solutions. His educational qualifications from City & Guilds further solidify his grounding in telecommunications, making him a reliable leader in driving customer-focused ICT solutions.
Experience
ISP/ICT Customer Experience Manager
Dolphin Telecoms · 2025 — 2026Oversaw a team of 2 supervisors and up to 23 agents in the Contact Centre, ensuring efficient operations and high customer satisfaction. Established reporting processes to monitor performance and drive efficiency improvements. Worked with Fibre (MPLS/GPON) and LTE technologies for installation and troubleshooting. Managed VoIP systems on PBX and IP phones, overseeing VoIP setup within LAN environments. Handled social media content for customer support, strengthening brand engagement. Provided guidance and performance evaluations for Team Leads and Support Agents, ensuring quality service delivery.Customer Support Supervisor
Liquid Intelligent Technologies · 2022 — 2025Designed and implemented new customer support protocols, contributing to improved customer satisfaction ratings. Enhanced response times and communication channels to reduce escalation response times. Created and executed a training program for Customer Support Representatives, decreasing average call handling time. Established a feedback system that bolstered customer retention rates. Optimized resource allocation and scheduling to increase overall team productivity significantly. Integrated new IT systems to improve operational efficiency. Conducted performance evaluations and offered training to enhance team performance.Customer Support Team Lead
Liquid Intelligent Technologies · 2020 — 2022Led a team of customer support representatives to maintain high customer satisfaction levels. Adopted new support strategies aimed at improving efficiency. Developed training materials and facilitated training sessions for onboarding new team members. Crafted customer support policies to ensure consistent service delivery. Collaborated with other departments to enhance customer experience. Monitored customer support metrics to identify improvement areas and adapted accordingly. Managed customer escalations to ensure timely resolutions and satisfaction.Customer Support Representative
Liquid Intelligent Technologies · 2017 — 2020Handled incoming customer inquiries through phone, email, and live chat while achieving a high customer satisfaction rating. Assisted in troubleshooting technical issues pertinent to company services. Resolved billing discrepancies effectively, leading to reduced escalations. Utilized Salesforce CRM for documenting customer interactions. Developed an FAQ guide to streamline response times. Acted as a connection between customers and the technical support team for issue resolution, maintaining a professional demeanor throughout.Network Planning & Installation Technician
Tonfire/EathTrade Pvt Ltd · 2017 — 2017Conducted LTE site planning and surveying for Liquid Intelligent Technologies. Managed transmission and IPRAN installation projects for Econet Wireless under ZTE MBTS and Microware.Team Leader/Activation Technician
Powellmate (Netone MBB Project) · 2015 — 2017Interpreted site surveys to guide installation efforts. Ensured compliance with safety regulations on site. Reported to the Site Supervisor and maintained installation quality per vendor specifications. Handled the assembly of parabolic dishes and the installation of TMC cabinet housing RTN radios. Configured RTN radios to meet specified link budget requirements.
Skills & Expertise
Education
- Advanced Diploma in Telecommunication SystemsCity & Guilds · 2014 — 2014
- Diploma in Telecommunication SystemsCity & Guilds · 2013 — 2013
- 6 Ordinary Level PassesHigh school · 2012 — 2012
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