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Sharmaine Rupondo

Customer Service Representative

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Intro
Harare, Zimbabwe
Joined March 31, 2025

Skills

Languages

English
-
Fluent
About
I’m a confident young lady with a deep passion to have an impactful presence in the business world, through integrity, innovation and hard work.
Experience
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Advanced Diabetes Supply
May 2024 – Feb 2025
Remote
Quality Assurance Specialist
Primary Responsibilities: - Conduct ongoing evaluations of call monitoring, delivering recommendations and feedback to enhance inbound and outbound performance across all departments. - Collaborate closely with team leaders, supervisors, and management to devise appropriate action plans based on monitoring reports, ensuring compliance within the team. Additional Responsibilities: - Provide positive reinforcement to team members for effectively managed calls, encompassing all aspects of delivering a Best-in-Class experience. - Assist in implementing process changes. - Document and escalate any complaints identified during call monitoring to the supervisors. - Oversee and review the complaint log to ensure that all entries are accurately recorded, documented, and resolved within 14 days, ensuring that no case exceeds the 30-day completion timeline.
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MultiChoice Zimbabwe
Aug 2022 – Dec 2023
Avondale, Harare
Customer Service Representative
-Delivering exceptional product service and information to customers while addressing inquiries and effectively resolving any issues they may encounter. -Taking full responsibility for the management of incoming and outgoing cancellations and sales. Conducting comprehensive customer behavior analysis.
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First Sun Alliance Insurance Brokers
Jul 2021 – Jul 2022
Harare
Graduate Trainee
Processed claims for both motor and non-motor insurance categories. - Conducted underwriting for new business applications. - Prepared and processed ZINARA vehicle licensing documentation. - Compiled quarterly IPEC reports for review. - Generated and issued debit and credit notes as required. - Distributed renewal reminders to clients in a timely manner.
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Maisha Health
May 2019 – Feb 2020
Harare
Intern
Managed claims handling and indexing procedures efficiently. - Processed membership forms and invoicing with precision. - Developed a comprehensive understanding of the health insurance sector through hands-on experience with the HiP and HMS systems. - Conducted thorough analysis and preparation of Service Level Agreements for funds, including the calculation of monthly management fees. - Oversaw the registration process for new memberships.
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