Kudakwashe Evison Mutatikwa
About Candidate
Customer Service and Technical Support Specialist with over 3 years of experience in telecommunications, client relationship management, and virtual assistance. Skilled in handling high-volume customer interactions across phone, email, and digital platforms. Certified in Telecommunications Engineering and Virtual Assistance, with strong problem-solving abilities, technical knowledge, and a passion for delivering exceptional service.
Education
Diploma in Telecommunications Engineering TelOne Centre for Learning, Zimbabwe Gained hands-on training in fiber optics, networking, digital communications, and telecom systems. Developed practical skills in installing, troubleshooting, and maintaining telecommunications infrastructure, with exposure to GPON, VPNs, and internet technologies.
Virtual Assistant Certification ALX Africa Trained in remote administrative support, digital communication, scheduling, and client management. Gained hands-on experience with tools like Google Workspace, AI assistants, email systems, and workflow automation to support businesses virtually and efficiently.
Work & Experience
Telecommunications Technician Trainee TelOne, Zimbabwe | 2019–2020 Assisted in installing and maintaining fiber optic (GPON) networks with a 98% success rate. Supported VPN configuration and customer setups, reducing setup time by 25%. Gained practical experience in troubleshooting telecom systems and working with field teams to deliver reliable internet solutions.
Customer Service Representative OmniContact International | 2022–2024 Delivered frontline support in a high-volume call center, achieving a 90% first-call resolution rate. Handled inbound and outbound calls, WhatsApp messages, and email queries professionally and empathetically. Resolved customer complaints, provided product/service information, and guided clients through troubleshooting processes. Maintained accurate records of customer interactions and collaborated with teams to improve service delivery and client satisfaction.
